topic Re: 5G Smart Hub Problems in Mobile Broadband

5G Smart Hub Problems

Dpjrichards — Thu, 09 Jan 2025 13:44:09 GMT

We've had the 5g Smart Hub for just over month and receive excellent speeds of 250-400 mbps in an area where landline speeds are poor. However, I'm having constant problems with the internet just dropping on devices connected to the hub. It's a particular problem on our Sky Glass TV when programs will regularly get interrupted although we have similar issues on other devices like our laptops. The problem got so bad with the TV I decided to connect it via ethernet and change the connection settings in the TV to a wired connection but that still hasn't solved the problem.

Connection to the internet never drops dropped and the speed is always high on every test. I've also run tests on Netflix and it still shows speeds of 80-90 mbps so not as high Speedtest but still more than adequate to stream UHD broadcasts.

I'm beginning to think it is a problem with the router as others have reported issues. Is it worth buying a different router or does someone know of a fix?

Re: 5G Smart Hub Problems

Leanne_T — Thu, 09 Jan 2025 17:14:40 GMT

Hi there @Dpjrichards

Thanks for coming to the community 🙂

Do we have any network problems showing on the Service Status Checker for the area which could be affecting the mobile router?

If nothing is showing and no other EE devices are effected in the area, I would suggest calling us and our tech guides will get this looked into for you.

Thanks 🙂

Leanne.

Re: 5G Smart Hub Problems

Vonsees — Sat, 11 Jan 2025 07:50:11 GMT

Experiencing similar issues with Sky Stream and EE 5g broadband over the past couple of months. No reported issues with the network and speeds are typically 100+ down, 70+ up and latency 28-30.
Typical issue experienced is that Sky content will start to stream for 10-30 mins before stopping and saying there’s a technical fault and to try again later. Incredibly frustrating as no longer possible to watch a movie without it being interrupted. Have spoken to EE customer services and they’ve said level 1 checks showed no issues with the 5g.

Not experiencing any issues when streaming through apps, the problem Sky specific.

Did you find a solution? Or does it need EE to investigate further?

Re: 5G Smart Hub Problems

Alex_H — Sun, 12 Jan 2025 12:09:14 GMT

Hi @Vonsees,

Welcome to the EE Community

Some Sky customers have reported on this community that they have resolved different issues using Sky by changing the router to an IPV4 address, so I would recommend giving it a try.

You can do so by accessing the admin page at 192.168.1.1 login using your admin password which if you are unsure of should be on your Keep me card, or the bottom of the router/under the back cover depending on your model of router.

Then select Setup>Profile management, you will have an existing profile there, create a new one with the exact same details as the current one except change IP Type to IPV4 then set this new profile as default once saved.

Alex

Re: 5G Smart Hub Problems

Dpjrichards — Sun, 12 Jan 2025 12:20:33 GMT

Thanks for this, Alex. Will try and post back results.

Re: 5G Smart Hub Problems

Dpjrichards — Wed, 29 Jan 2025 12:52:33 GMT

This worked! No issues since creating a new profile using IPV4

Re: 5G Smart Hub Problems

Su108 — Thu, 06 Mar 2025 00:03:24 GMT

Hi, does this solution relate specifically to Sky? My EE 5g smarthub is doing the same thing, we don't have Sly though

Re: 5G Smart Hub Problems

Neysun — Mon, 02 Jun 2025 06:51:52 GMT

I have had EE 5G Hub for over a year and had no issues. Since 2 weeks ago it started being extremely temperamental and kept disconnecting. I tried all the tricks in the book by resetting, change IP Type etc but still the same!!! I called EE and they told me they have been made aware of these issues but do not have a clue what is wrong or causing it !!!

Re: 5G Smart Hub Problems

PD771 — Mon, 02 Jun 2025 10:03:37 GMT

I have exactly this problem & spent an hour or so on the phone about it at the weekend.. Apparently a known problem with no known fix!!! They're trying to get a workaround sorted but for when I don't know.. Can I claim back my monthly subscription ??

Re: 5G Smart Hub Problems

ArmitageShanks — Mon, 02 Jun 2025 11:12:23 GMT

@Neysun @PD771 @Su108 - please see this thread: https://community.ee.co.uk/t5/Mobile-Broadband/Barely-usable-internet-for-about-a-week/td-p/1537115

You are experiencing the same issue that I was experiencing. You can work around it provided your router allows you to switch to IPv4 (only - without IPv6) for your "PDP Type".

Re: 5G Smart Hub Problems

Jpgdesign — Fri, 06 Jun 2025 11:09:47 GMT

I've had the same issue and just been told by tech support there is a known software issue affecting all EE 5G Hubs which they are attemptiing to resolve asap...who knows how long that will take. They offered no temporary work around

Re: 5G Smart Hub Problems

PD771 — Fri, 06 Jun 2025 12:01:22 GMT

This is exactly what I had from EE. So I created a new profile on the router per the links previously posted by Amitageshanks?? & below.

"You can work around it provided your router allows you to switch to IPv4 (only - without IPv6) for your "PDP Type".

I did this 2 days ago and internet has been fine since, managed to catch up on Clarksons Farm anyway!!!! 🙂

Re: 5G Smart Hub Problems

paulgarb54 — Thu, 26 Feb 2026 17:06:26 GMT

I also had odd dropouts with my, otherwise very impressive, Smart 5G Hub which was frustrating (to say the least) I tried the solution mentioned here and can confirm that the unit is now stable. No sudden dropouts at all.

In fact I did a wee test and set up a profile for IPv6 only and that was very unstable with multiple dropouts, The IPv4 profile has been running smoothly for 2-3 weeks now - so thank you 🙏