Fix Smart Hybrid Connect broadband problems

Fix problems using the EE app

Download the EE app to monitor, manage and fix any problems with your hub (router) and Hybrid Connect devices.

Where to place your Hybrid Connect device

The EE app is the easiest way to find the best spot for your Hybrid Connect device, but here's how to without the app:

turn off Smart Hybrid Connect
unplug from the wall, and if connected to your hub unplug from that as well
move to a new spot

The best places to move your Smart Hybrid Connect are:

close to Smart Hub
near a window
away from other electronics
not enclosed or hidden away in a cupboard
off the floor

Once in the new spot, turn on Smart Hybrid Connect and wait for the light to turn solid aqua. This means it's paired wirelessly with the hub.

You'll see signal lights on the front of your Smart Hybrid Connect. These show the 4G signal strength it's getting. If all 3 are not on, try moving to a new spot.

Smart Hybrid Connect lights

Central hub light

No light

The power is off or the lights have been turned off using the EE app.

Check the hub is plugged in, switched on and that its lights haven’t been turned off in the EE app.
Green

Your device is starting up. It usually takes a minute.
Flashing green

Your Hybrid Connect device is not paired with your Smart Hub (router).

Make sure the hub's on and connected to your device.
Flashing aqua or blue

Your device is pairing with the hub.
Aqua or blue

Your device is paired with your hub.
Orange

Your device is too far from the hub. Try moving it closer.
Flashing red

Your device cannot connect to your hub.

Try connecting the device and hub by ethernet cable or move the device closer to the hub.
Red

There's a problem, so try restarting your device. If it's still red, get in touch.

4G signal bars

Flashing aqua or blue

Your device is connecting to the mobile network.
Full aqua or blue

Your device has a strong signal. 2 or 3 bars are good.
1 aqua or blue bar

1 bar is okay, but you may be able to improve your signal. Try using the EE app to help you.
Full white

Your device is using mobile data to support your broadband. 2 or 3 bars are good.
1 white bar

1 bar is okay, but you may be able to improve your signal. Try using the EE app to help you.
Flashing red

Your device cannot connect to your hub.

Try connecting the device and hub by ethernet cable or move the device closer to the hub.
Full red

There's a problem with your device. We'd like to help, so get in touch.

What doesn't work with Smart Hybrid Connect

When Smart Hybrid Connect is connected to the mobile network, the following services won't work:

Digital Home Phone (landline)
Some TV channels (subscription channels)
TV Box Pro (if you have set them as internet channels)
TV Box Mini

You can still watch content on your TV app (such as TNT Sports).

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Fix Smart Hybrid Connect broadband problems

In this article

Fix problems using the EE app

Fix problems using the EE app

Where to place your Hybrid Connect device

Where to place your Hybrid Connect device

Smart Hybrid Connect lights

Smart Hybrid Connect lights

What doesn't work with Smart Hybrid Connect

What doesn't work with Smart Hybrid Connect