Hybrid connect shows white icon with 2 bars and router is purple (as expected) but wifi doesn't work

[kitkline]

When we recently lost cable connectivity I noticed that although the hybrid connect kicked in the wifi connection did not work (web pages would not load for example).
To replicate this at a later date I did the following:

(1) Unplug the broadband cable to the router
(2) Observe the lights on router and hybrid connect
(3) Login into hub manager to observe

I see purple on the router and 2 bars of white on the hybrid connect with a blue central icon. From BT support pages this is what is expected when Hybrid connect is working

On the hub manger is says 'Connected (External Mobile)
BUT - nothing works - cannot browse web pages and all connected devices report the wifi connection as unusable.
We have excellent 4g locally so it is not a signal issue...
It seems that at face value everything 'looks right' - but an attempt to browse web page gives a DNS failure.

4 screen shots of manager attached...

Does anyone have any idea why despite all the correct colours (in the event of a cable outage) the wifi connection is not working?

Cheers
Kit

[Bernard295Clark]

Hello!

It seems like you're experiencing a DNS failure despite the correct indicators on your router and Hybrid Connect. To troubleshoot, try restarting both your router and Hybrid Connect, ensure your DNS settings are correctly configured, and consider performing a factory reset on both devices. If the issue persists, contact BT support for further assistance. Additionally, check for any account-specific issues or if the Hybrid facility has been properly enabled.

[BethM]

Hi kitkline

It sounds like this could be a fault with the Hybrid Connect device - I would recommend reaching out to our technical support team so they can do some diagnostics to get to the bottom of the issue. You can find their contact details here: https://business.bt.com/help/contact-us-business/fix-a-fault