Like MNSteve, I've never had the engine start in EV mode. I don't mean in any way to discount what Hypomania is saying-- it just hasn't been my experience.
I *have* seen the engine kick on when going down a hill, with paddle regen, and a full charge. Somehow as noted in these forums, the car can dissipate electric charge by starting the gas motor.
I also have kicked on the gas engine (accidentally) in sport mode. I was in town and needed to stop briefly, so I turned off the car, and turned it back on since the engine would not stop running once it started. Once I stopped and re-started, I went back to normal EV mode and it stayed.
The two examples above are really rare cases with me (each only occurring once since I bought the car 9/2018). I hope you can figure out what's happening.
Also, and again not to discount anything said, my car's visual display has been 100% accurate as near as I can tell. What mean to say, is 100% of the time when I see power coming from the engine (graphic) the
ICE/Gas engine is on, and not otherwise. So in my case the visual has been a good key.
When I first bought the car I couldn't ever hear the engine- I had to see it visually. Its simply that quiet. I don't know if it got louder or I got better listening for it, but I can now tell when the gas engine runs with my ears. It's normally quieter than most cars, but the sound is there. And of course, I'm not talking angry bees (high RPM) which happens for me if and only if electric range hits zero.
I'll continue to watch the forum for updates. I hope you resolve the issue and without any major problems.
-Dan