Fix Smart Hybrid Connect broadband problems

In this article

Fix problems using the EE app

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

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

Smart Hybrid Connect lights

What doesn't work with Smart Hybrid Connect

What doesn't work with Smart Hybrid Connect

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

  1.  

    Digital Home Phone (landline)

  2.  

    Some TV channels (subscription channels)

  3.  

    TV Box Pro (if you have set them as internet channels)

  4.  

    TV Box Mini

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

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