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SimonRDP
Beginner
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Message 1 of 3

Hybrid Connect - Problems since software update

We live in a rural area and after upgrading to Hybrid Connect last year enjoyed a massive increase in download speeds by running off the 4G box rather than via copper cable served by an exchange that's a couple of miles away (c22Mb on 4G compared to c10Mb with lots of micro drop-outs when running from the cable).

We got a text from BT in May saying we needed to connect our Smart Hub 2 to the broadband line to get a software update.  Since we've done this, performance has nosedived.  Currently the Smart Hub is connected to the broadband line but running off the Hybrid Connect box.  Although they're connected by ethernet the circular light on the Hybrid Connect box is flashing red even though Hub Manager is showing it as connected (albeit in Resilience mode, whatever that is?!).  Occasionally the signal bars will also flash red, even though there's obviously a connection, as our devices keep working.

Whilst annoying, this isn't a major issue.  The main problem is that, since the software update, our broadband speed when running on Hybrid Connect has reduced drastically.  During a good spell we'll perhaps get 7-8Mb but more typically around 4-5Mb and the number of 'drop-outs' has massively increased.

We phoned BT last week and they didn't seem to think there was any issue - probably as I'm not technically minded enough to explain what's going on.

Can anyone give me any pointers on how we might be able to restore our service back to 'pre-software update' levels or perhaps how to explain to BT what the issue might be in terms they'd understand?

Many thanks in advance for any help that anyone can offer..

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licquorice
Distinguished Sage
Distinguished Sage
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Message 2 of 3

Re: Hybrid Connect - Problems since software update

I'm confused, hybrid connect is intended for use under line fault conditions, not as a normal means of connection. It's not clear if your hub is still connected to line or not, if it is that will be how your broadband is being delivered , not via 4g.

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SimonRDP
Beginner
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Message 3 of 3

Re: Hybrid Connect - Problems since software update

The hub is physically connected to the line but is running in Hybrid mode even though the hybrid box is flashing red. 

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