topic Re: New to EE in Mobile Broadband

New to EE

BobS63 — Thu, 14 Mar 2024 07:55:07 GMT

I’ve connected my Amazon Firetv box to my new EE hub and it shows a strong signal and a good connection but when I click on any App on the Firetv, it freezes and I get a ‘no internet connection’ message even though my EE hub light is solid aqua? Any help to solve this please as I access Discovery+ and sport through the Firetv box!

Re: New to EE

XRaySpeX — Thu, 14 Mar 2024 10:44:09 GMT

@BobS63 : Which EE router & which EE BB plan do you have?

Re: New to EE

BobS63 — Thu, 14 Mar 2024 10:53:54 GMT

Hello. Ive just received the new Smart 4G SNX3 hub. I’ve got the unlimited plan. I’ve also found this morning that nothing will connect to it. I can’t connect my Yale Alarm system, my Baxi Boiler app nor my Echo or Echo Dot!!!!

Re: New to EE

BobS63 — Thu, 14 Mar 2024 10:55:23 GMT

They are all saying wi-fi or internet not available even though it is. Another thing I’ve noticed is I can’t make phone calls either.

Re: New to EE

XRaySpeX — Thu, 14 Mar 2024 11:01:02 GMT

@BobS63 : Try temporarily disabling the 5 GHz WiFi band while connecting problematic 2.4 GHz devices.

What do you mean that you can't make calls from it? Routers don't make calls.

Re: New to EE

BobS63 — Thu, 14 Mar 2024 11:46:11 GMT

I was told that the iPhone SIM and hub would come all set up and just needs connecting.
I know hub’s don’t make calls! I’m saying that when I try to make a call from my iPhone it won’t connect. I go to my contacts to call and it just goes beep beep beep and cuts off. I only have my mobile phone and the hub now. If I dial 150 it won’t connect either! The idea was to change from BT to EE for a better internet speed. I’m regretting it now😡

Re: New to EE

BobS63 — Fri, 15 Mar 2024 08:05:30 GMT

Hello XRay. Just to say thank you for your help. I finally got to text someone at EE who knew what they were doing and the issue was my account hadn’t been set up properly (it didn’t include phone calls!) so the operator amended my account; I switched airplane mode off and on and voila I can now make calls. Just the connecting of devices to the router to sort out now. Thanks again. Bob

Re: New to EE

BobS63 — Fri, 15 Mar 2024 08:19:08 GMT

Hi all. I’ve searched the forum for similar issues. I’ve just received my new router and my iPhone connects ok but other devices (Amazon Echo, Firetv box, Yale alarm, Baxi smart thermostat) connect to the router but not the internet! I have read it could be an IPv6 issue. Are there any known solutions please? Thanks, Bob.

Re: New to EE

Christopher_G — Fri, 15 Mar 2024 10:18:09 GMT

Hi @BobS63

Welcome to the community.

Do you get any error messages? Have you tried restarting the router?

Chris

Re: New to EE

BobS63 — Fri, 15 Mar 2024 10:50:25 GMT

I’ve tried that and just been speaking to a tech rep at EE. We are trying
some solutions now🤞

Re: New to EE

Christopher_G — Fri, 15 Mar 2024 11:17:33 GMT

Brilliant, @BobS63. Keep us updated with what happens please.🤞

Chris

Re: New to EE

BobS63 — Fri, 15 Mar 2024 13:36:12 GMT

The tech people say they are not aware of any issues with devices not connecting to the internet. My iPhone is not a problem! I think the issue is with a setting or protocol within the router. My BT router contract, which will end on Monday, connects everything just fine. Is it an IPv6 problem or a 2.4ghz versus 5ghz issue. Clearly the problem exists. I’m a bit frustrated there’s no current fix available. If it can’t be resolved I’ve got a 14 day cooling off period and will go back to BT! XRaySpex said try disabling 5G but I don’t know how or want to start messing with settings. Bob