More Hybrid Connect Questions

[WSH]

Take a look at the Mercusys MB230-4G and a 120GB SIM from EE.  (The SIM is valid for twelve months & Mercusys are the budget end of TP-Link).

I live close to an EE mast and it works a treat.  I had it running the day CityFibre arrived thinking they were digging up a communal  drive shared by four of us.  (At least they didn't pretend to be Openreach).

Edit:  Yes, mine was cancelled in June'23 for no obvious reason and one of the old mods looked into it for me.  Seems I'd cancelled it.  Not true, but he got it moving for me again and it went through in September'23.  I will say it's worked absolutely fine ever since.

[licquorice]

@GuyBB  Just in case you are not aware, DV doesn't work via Hybrid Connect.

[GuyBB]

Yes - I had forgotten you'd mentioned that! I think I have definitely got to look at a non BT solution here. One thing that was attractive about the BT Hybrid Connect was you have absolutely unlimited data while your landline broadband is down.

 But if their "Sales Prevention Strategy" trumps their need to earn revenue then one must look elsewhere.

[GuyBB]

Yes thank you - I was aware of that. The Smarthub2 itself is a single point of failure but I have a Draytek Vigor 2862 Router with a built in VDSL2 modem so could use that for Internet Access in order to report failure of the SH2.

If I ever get moved to FTTC then the ONT becomes a single point of failure. Here one needs something like BT Hybrid Connect to stay afloat with Internet Access assuming that the SH2 is still OK.

I'm starting to think about maybe getting a permanent second Internet service (from a non BT provider) and letting the Draytek Vigor 2927 router share the bandwidth to give me higher throughput and total resilience (except for DV phone) against the worst  BT failure scenario. Very expensive but ....

[GuyBB]

Well I finally buckled and decided to break my rule of "never, ever, change your BT package" and instead recontract with BT in order to get Hybrid Connect.

So I telephoned on September 2 and spoke to a helpful Agent. I decided that even though I would never use the WiFi disc, the additional cost of having BT Halo3+ as opposed to adding on Hybrid Connect to a lesser package was quite small so I would take Halo3+. The price seemed more than was quoted on the website but apparently that price didn't include the £18 pm for the Anytime Calls option (so that was a "gotcha" I avoided by not attempting to upgrade online).

I would mention that it is a great benefit that BT's support staff are now UK and Ireland based. As well as making conversation easy, they have been helpful, courteous, and professional. Unfortunately their efforts have been confounded by BT's IT Systems.

As part of the contract I would be switched to Digital Voice on September 10. The Hybrid Connect Device was delivered on September 4 and I was eager to try it out. It was unbadged (ie neither a BT nor an EE logo). The leaflet accompanying it contained instructions for setting up using the BT App but not being in possession of a Smartphone I followed the manual setup procedure. I was a little surprised that it made no mention of using the supplied Ethernet cable but instead said that the WPS button on the Hybrid Connect should first be pressed followed by the WPS button on the SMartHub2 within two minutes. I'd read documentation on the BT website saying that the initial connection must be a wired one in order for the two devices to pair.

Anyway, I tried the WPS method which didn't work so I connected the two devices by Ethernet cable. The Hybrid Connect Device didn't pair but it did show up as an additional device whose name was its MAC address and its IP address was shown as 0.0.0.0 (Static). Clearly that wasn't right; for example my Draytek Vigor 2927 Router (which connects one of its WAN ports to a LAN port on the BT SmartHub2) showed correctly with an IP address of 192.168.1.12 (Static).

This got me thinking - does the Hybrid Connect need the SmartHub2 to have DHCP=ON? I'd not set this because my main network is run by the Draytek using LAN subnet 192.168.0.0/24 which does have DHCP=ON.

Anyway it couldn't hurt to switch DHCP ON for LAN 192.168.1.0/24 as they are different subnets so not a case of two DHCP servers on one subnet. After doing this the Hybrid Connect Device paired correctly (with IP address 192.168.1.250) appearing in the Hub Manager's Home Page as Hybrid Connect, Signal Strength Good Two Bars (in best location -92dBm), Status Ready. However although the single light on the Hybrid Connect was steady Blue, the three bars were all flashing Red.

I tried disconnecting the incoming broadband line to see if that would kick the Hybrid Connect into life but it didn't so I reinstated the line and after a while the Hybrid Connect transferred control back to the Smart Hub. An entry appeared in the Hub Manager's Hybrid Connect Resilience Events showing that no data was transferred over 4G.

The table below shows when your Hybrid Connect was used to keep you connected to Broadband.
Start End Duration Data used
1 18:03:33 04/09/2025 18:32:30 04/09/2025 28 minutes, 57 seconds 0 B / 0 B

So it would appear that the Hybrid Connect Device was working but not connecting to 4G. Time to call BT support.

I was advised to remove the SIM card from the Hybrid Connect device - a fiddly nail breaking operation - and gently wipe the contacts which I did. Initially this made matters worse as the three red bars became steady rather than flashing. However I figured that I had probably not got the card seated perfectly in its carrier so tried again and this time got back to the three flashing red bars. Not forwards progress but at least not backwards either.

I then spoke to a rather more specialised Hybrid Connect person who said that the problem was that the date for DV switchover was not until September 10 and unfortunately I'd have to wait until then after which the HC should work perfectly.

On September 10 my phone line was switched to DV and at 20:38 I received an email saying "Your Service is Good to Go".

Well the HC still wasn't working and even worse was that now incoming phone calls were not presenting Caller ID so leaving me unable to determine whether a call was from a friend or a possible criminal. This is a very serious situation for me for personal reasons I won't go into here.

So on the morning of September 11 I again contacted BT. I was told that the loss of Caller Display was a known issue which had been going on for about a year. Apparently no one in BT had the ability (or possibly they had but lacked the inclination) to fix it. Further the option for a User to toggle Caller Display on and off from the MyBT website had been removed. The Agent offered to raise a Complaint - initially I declined but it was pointed out that the more complaints were made about this issue, the better the chance of it eventually being fixed. So I agreed for a Complaint to be raised. In the meantime not to worry, restoring Caller ID was an easy task for an Agent to fix.

Except it wasn't. It appeared that there was a problem with the BT IT system in that my BTHalo3+ Order was still showing as Open when it should now have been showing as Closed. The Agent said that they would issue a "Force Close" request but that would take a couple of days to take effect. Someone would call me back on September 13.

I received the promised call on September 13 but was told that the "Force Close" request had failed. It seemed there was some sort of Deadly Embrace situation whereby the Hybrid Connect Device needed to be working before the Order could be closed but the HC SIM could not be provisioned while the Order remained open!

I was promised another call on September 16 which seemed to go well. I was able to read off all the HC details from the Hub Manager's HC page - the HC's serial number, its SIM serial number, and the SIM IMSI. We doubled checked all this and I was promised a follow up call for September 22.

This morning (September 22) I received a text apologising for the delay and stating "We are just waiting for the regrade order to fully complete in all of the systems and once it has done, we will be able to add the caller display back on. I will schedule for us to check back on Wednesday 24/09"

No mention of the Hybrid Connect.

I despair. I have no confidence that this will have been resolved by September 24.

Can anyone suggest another way to expedite this?

[GuyBB]

I had been informed that I would be receiving a phone call this afternoon. But in the event all I received was a text message basically saying "No progress, we will check back in three days (Saturday Sep 27)". That's the second time I've had a "no progress" text instead of a call and of course it leaves no possibility of a discussion.

I decided I really must break the deadlock so I called and politely said I would like to formally escalate my Complaint to a Senior Manager as it was just going round in circles. However the person I spoke with said he would get onto the Hybrid Connect team and get this sorted while I stayed on the line.

Eventually he came back and said "Good news and OK news". The good news was that they had now enabled my Caller Display and it would take effect within 24 hours. The OK news was that they needed to send me a new Hybrid Connect Device so had cancelled the existing one from my Order (which I think maybe allowed them to close the Order but I could be wrong on that) and then issued a new Hybrid Connect which I should receive in a few days.

The Caller Display has started working already which is a tremendous relief. There is a slight issue with it but not a show stopper. Previously I had four BT powered landline phones on my analogue circuit - two Paragon 500 and two Relate 2100. Prior to DV switchover they all rang and displayed calling ID. In fact it was possible to have five phones all ringing and displaying Caller ID but I didn't do that except just for a test. Immediately Post DV switchover (connected to the Green Analogue port) all four phones rang but with no calling ID displayed. Now that Calling ID has been reenabled on the line. I've now found that if I have just two of the BT phones connected then the Calling ID is displayed on both but any more than two and none of the phones display it. However I can add the BT Hybrid Phone (Motorola FW500) to make a total of three phones and all three display Calling ID. Any less than three would be a problem but I can live with three. BTW all these internal analogue phones are decoupled from the incoming broadband line.

I'm curious as to why the SmartHub2 can actually ring five connected (powered) phones but above a limit of two BT phones none of them (other than the Motorola) will display Calling ID. I would have thought the available ring current would have been the limiting factor rather than the CLI info. Perhaps someone (far) more knowledgeable than I would be able to explain it?

I'll come back and post further when I have received the replacement Hybrid Connect and tried it.

[GuyBB]

On the morning of Friday September 26 I took a look at the status of My Orders in My BT.

There was a new order headed EE TV Goods Returns. It said :-

Equipment Delivery dispatched
Estimated delivery date: 26 Sep 2025
The equipment has been dispatched and should arrive by the estimated delivery date. Click the 'Track your parcel' button for full details of the delivery.
You will receive
Equipment Serial number
EE TV Goods Returns

Clicking Track your parcel just resulted in an error on the Royal Mail tracking page.

I imagined that this "Equipment" might simply be packaging in which to return the non functioning Hybrid Connect Device but thought it would be wise to phone support and check.

There was no corresponding order showing for the promised replacement Hybrid Connect Device.

There was an order showing for the successful restoration of the Caller Display Facility which showed :-

Previous Add-Ons

Call Protect
Voicemail Essential with Call Protect
Call Diversion
Ring Back

New Add-Ons

Call Protect
Voicemail Essential with Call Protect
Call Diversion
Ring Back
Caller Display

Perfect except it also said :-

Pay As You Go Call Plan

A standard charge of 29.58p for all local, national, mobile, 0870 and 0845 calls

Yet I am paying for the Unlimited Anytime Calls add-on. Was I now being charged separately for every voice call?

I called BT to check on all this

It appeared that the EE TV Goods Returns Order was for the return packaging of the non functioning Hybrid Connect Device

Also it appeared that I am still on the Unlimited Anytime Calls plan for Digital Voice. It's just another quirk of the BT IT system that displays this wrongly.

However there was definitely no order for a replacement Hybrid Connect Device but the Agent offered to create one there and then - an offer I gratefully accepted.

A little later on I logged back in to My BT to check if there was a new Order set up. Indeed there was. Just one snag.

The order was for a "Hybrid Home Phone" not a "Hybrid Connect Device". Completely wrong.

The order status was "Awaiting Despatch" so I quickly telephoned yet again. The person I spoke to said he couldn't cancel this order himself but would email someone who could and hopefully get it stopped. Worse case would be I would receive it and would have to do a return.

He also said he would put in an order for the replacement Hybrid Connect Device.

I had to go out for the rest of Friday so couldn't monitor the position.

However this morning I see that the order for the Hybrid Home Phone has been cancelled in time.

There is still no mention of an order for a replacement Hybrid Connect Device.

Update: the postman has just arrived with two items. A plastic bag with a return label for the Hybrid Connect Device. And a Motorola FW500 Hybrid Home Phone - fortunately with its shrink wrap intact.

Ideally I would send both the Hybrid Connect Device and the Hybrid Home Phone back in the same plastic bag. But I fear this might cause further problems. Possibly the prepaid postage has only allowed for the weight of one item and/or the BT systems wouldn't be able to cope with two items in the same return. I shall have yet again to spend time talking with BT Support.

Based on an experience I had some years ago I rather thought there might be issues with recontracting with BT and upgrading my package but never in my wildest imagination did I think it could be this bad.

[GuyBB]

I had a helpful conversation on September 27 concerning the return.

Apparently it was perfectly OK to return the Hybrid Home Phone in the same bag as the Hybrid Connect Device as Royal Mail charge BT afterwards according to the weight. Also BT scan the barcodes of each item on receipt and their IT system connects the item with the relevant Order.

It was suggested I delay sending the items until September 30 to avoid any chance of the return being too quick for BT's systems to cope.

The replacement Hybrid Connect Device is coming via an internal ordering mechanism so doesn't currently appear on the Orders list which I can see in MyBT. So I have no way of tracking its progress. It should arrive week commencing September 29.

Today, September 30, I packaged up the two items for return. I took photographs of the packing process and had a friend on hand to witness we put both items in the bag. My friend then immediately accompanied me to the local Post Office and watched while I handed the parcel over and obtained a Proof Of Posting receipt. The weight was 1899g. Normally I wouldn't go to such lengths but my trust in BT's processes has been shattered by my recent experiences.

The replacement Hybrid Connect Device has not yet arrived nor have I received any update on its Despatch or indeed any other update.

I live in hope that the promise that it will be delivered this week will be honoured but I am mentally prepared for yet another disappointment.

[GuyBB]

The Royal Mail Tracking Website shows that the return package containing the Non-functioning Hybrid Connect Device and the incorrectly supplied Hybrid Home Phone was delivered and signed for at YDC Parcel Delivery on Oct 1

The promised replacement Hybrid Connect Device had not arrived at my address by that day so on Oct 1 I had yet another phone conversation with BT. I was sent a confirmatory email saying "Just emailing to confirm that the Hybrid Connect is scheduled to arrive on the 3rd of October"

Perhaps unsurprisingly it didn't. Nor did it arrive with my post today Oct 4. It's now a full month since the original Hybrid Connect Device reached me and I still have no backup in place.

I may be wrong but I suspect that the original Hybrid Connect Device wasn't really faulty. After all it paired with the SmartHub2 (after a little effort) and it showed a Two Bar -92dBm Signal Strength. It also failed over correctly when the incoming broadband line to the SH2 was removed and reverted Internet Access back to the SH2 when the line was restored. It just couldn't connect to the EE 4G network for data transfer. I suspect that the problem was that the EE SIM had not been correctly provisioned. However I may be completely wrong on this and anyway had to follow BT's instructions to return it.

[GuyBB]

I decided I would start a fresh Complaint and called BT late morning Saturday Oct 4 to create it.

I spoke with a very helpful and knowledgeable person - his name was "Sol" or maybe "Sal". He said he would take charge of the issue and get the original Order closed, then call me on Monday morning Oct 6 to set up dispatch of a replacement Hybrid Connect Device.

At about 20:00 on Oct 4 I received a couple of emails from BT - they seemed to be a repeat of the original order but I think this was because the original order had finally been closed.

On Monday morning Oct 6 I received the promised phone call. It was good news - a fresh order had been set up for a replacement Hybrid Connect and it should be with me the very next day Oct 7.

Sol also kindly put through a credit to my account in recognition of the inconvenience.

Sure enough the replacement HC arrived this morning Oct 7.

Sadly it was exactly as before - paired with the SmartHub2 perfectly with a good two bar signal strength but three flashing red bars on the device so no connection to the EE 4G network. I tried a reset but it made no difference. I couldn't extract the SIM carrier with my fingernail this time so just left it alone as it was clearly a SIM authorisation issue again.

The Order Status in My BT was very strange :-

Today, Tue 7 Oct 2025
Equipment delivery
Awaiting Dispatch
Delayed
Dispatch date: -
Estimated delivery date: 7 Oct 2025
The equipment has been dispatched and should arrive by the estimated delivery date. Click the 'Track your parcel' button for full details of the delivery.
You will receive
Equipment Serial number
Hybrid Connect
+<serial number deleted>+<serial number deleted>
Track your parcel
Show details

And the Track your parcel link took you to the Royal Mail website which correctly showed the parcel as delivered.

So "Awaiting Dispatch - Delayed" and "The equipment has been dispatched ...."
One of those statements has to be wrong!

Yet again it appears the situation is that the order has not closed and this is preventing the HC's SIM from working.

I called BT again and spoke with a helpful person who transferred me to a more specialised HC colleague. But while we were speaking he was cut off in mid sentence and the line just went quiet. Of course there's no way to get back to the same person.

Anyway I'd had as much as I could take for one morning so decided to just leave the complaint open and pray that someone who knows how to close the order can somehow get involved.

Perhaps my energy will return before too long and I will again feel up to pursuing this more actively.