topic Re: Connecting Sky Q to EE 4G Router in Mobile Broadband

Connecting Sky Q to EE 4G Router

Judi8 — Thu, 16 May 2024 16:01:46 GMT

Hello,

We have just switched over to a EE 4G router due to poor BB connection down copper wire (3 miles from the box!). All devices connect fine, apart from Sky Q box. It says it is connected but there is no Internet connection. What can I do, please?

Re: Connecting Sky Q to EE 4G Router

Christopher_G — Fri, 17 May 2024 09:08:28 GMT

Hi @Judi8

Welcome to the community.

It sounds like the router is working correctly, since you're able connect and use your other devices. I'm not familiar with Sky Q, but is there a way to test your connection?

Chris

Re: Connecting Sky Q to EE 4G Router

Williamglasse — Mon, 16 Sep 2024 13:05:27 GMT

I have exactly the same issue! I called up sky and they suggested it might be incompatible. I’m hoping there is a router setting I can update, but haven’t found it yet!

Re: Connecting Sky Q to EE 4G Router

Leanne_T — Mon, 16 Sep 2024 17:23:34 GMT

Hi @Williamglasse

Thanks for coming to the community.

Which router are you using?

Do you have other devices connected?

Leanne 🙂

Re: Connecting Sky Q to EE 4G Router

Williamglasse — Mon, 16 Sep 2024 18:50:52 GMT

Fixed it!

Solved the issue by changing the router settings, and updating a setting to use IPv4 instead of IPv6

Re: Connecting Sky Q to EE 4G Router

Debbie_G — Tue, 17 Sep 2024 10:52:18 GMT

Hey @Williamglasse

It's great to hear you've got this sorted, thanks for getting back in touch to let us know.

Debbie 🙂

Re: Connecting Sky Q to EE 4G Router

Jennifermo — Tue, 08 Oct 2024 08:14:00 GMT

Hi, are you still connected? I've had this problem on and off for years. It connects for a while then drops off and won't reconnect for ages. My contract with EE has expired and planning not to renew it because of this issue.

Re: Connecting Sky Q to EE 4G Router

Alex_H — Tue, 08 Oct 2024 11:40:19 GMT

Hi @Jennifermo,

Welcome to the EE Community

Have you managed to change your router connection to IPV4 as @Williamglasse suggested worked for them?

Alex

Re: Connecting Sky Q to EE 4G Router

Jennifermo — Wed, 09 Oct 2024 08:35:40 GMT

Hi Alex,
Yes I did with some success initially however it now constantly drops off for ages where I can't get it reconnected.
Jennifer

Re: Connecting Sky Q to EE 4G Router

MaryGunn — Wed, 09 Oct 2024 12:08:17 GMT

How do I change that please? Troglodyte here!! Thank you.

Re: Connecting Sky Q to EE 4G Router

Alex_H — Wed, 09 Oct 2024 14:05:06 GMT

@Jennifermo Ah ok just wanted to check, is it only the Sky Q connection that drops, other devices still connect fine at the same time?

@MaryGunn Welcome to the EE Community

The following instructions should help with setting your connection to IPV4

1. When connected through your router, load the admin page at 192.168.1.1 in your browser (password will be on the back/bottom of the router or on the keep me card.
2. Select Settings and then find the profile section, usually this will be under Setup> Profile management
3. It will show the current profile in use, click New to create a new profile
4. Enter the following details to create a new profile. Profile name can be anything you like. Dial Number: *99# APN: everywhere IP Type: IPv4 Username: eesecure Password: secure Protocol: PAP
5. Click Save and then Set as default on the new profile.

Hopefully that will help with connecting your EE 4G router to your Sky Q box.

Alex

Re: Connecting Sky Q to EE 4G Router

MasterWill — Wed, 09 Oct 2024 16:37:00 GMT

Good afternoon. I can confirm that SKYQ and the SKY Puck does work with the EE4G router. Can you please advise which "model" is on the underside label? Is it the HH10E? This has been validated for interoperability. SKY have optimsied their devices with their BB routers, but i can confirm that it's fine on EE MBB products. Kind regards

Re: Connecting Sky Q to EE 4G Router

Jennifermo — Wed, 09 Oct 2024 16:59:51 GMT

Hello yes, the Sky Q box has been the ongoing headache since we got this router. To be fair it's never delivered the connection speeds or coverage we were led to believe it would (ie, excellent) but we've invested in an external antenna and WiFi extenders that have helped enormously but the Sky Q box and the unstable connection remains an issue

Re: Connecting Sky Q to EE 4G Router

Williamglasse — Thu, 10 Oct 2024 10:53:22 GMT

Yes, that’s the model I have - the HH10E, but it doesn’t work out the box for various things

I had to follow the instructions to only operate over IPv4, and then it would connect to the Sky Q box.

Other applications also don’t work - I use ZScaler to connect to various tools with my work. I don’t get service unless using IPv4

Other observations with my EEHub is that occasionally the internet will drop out for all devices. I know it’s not a network problem, as my Phone is with EE and it’s 4g works fine. The fix is I have to restart the router, but that is very disruptive to everyone in the house, and it happens frequently (every other day!)

Any advice would be appreciated. I don’t want to simply reset the router, cause that resets my IPv4 configuration, opening up another set of problems!

Thanks,

Will

Re: Connecting Sky Q to EE 4G Router

MasterWill — Thu, 10 Oct 2024 11:47:33 GMT

Hi Will. I’ll get a colleague to reach out to you via the correct channel. One of the team can review some of your challenges that you’re facing and try and reproduce the issues you’re highlighting and provide some feedback. I’ll check with someone on the process.

kind regards