topic Re: New 5g Hub with Incorrect Protocol error message in Mobile Broadband

New 5g Hub with Incorrect Protocol error message

Trurotickets — Tue, 19 Aug 2025 15:18:21 GMT

Afternoon

we have received a new 5g smart hub - we run this with no landline.

We have great speeds which is fantastic but are receiving error message when attempting to access certain sites - message reads : SSL protocol - unable to obtain a stable connection.

We've replaced the hub with a different older one and do not have the same issues.

Im trying as much as I can to avoid having to call EE so anyone that could offer any pointers Id appreciate it

Becky

Re: New 5g Hub with Incorrect Protocol error message

Leanne_T — Wed, 20 Aug 2025 09:16:58 GMT

Hi there @Trurotickets

Thanks for coming to the community 🙂

It may be worth checking if you the content lock is enabled in your EE Online account? as this could be stopping access to certain sites.

Our How Do I Turn On Parental Controls on My Device? page has details on changing the content lock settings.

Let me know how you get on.

Leanne.

Re: New 5g Hub with Incorrect Protocol error message

Trurotickets — Fri, 22 Aug 2025 22:53:23 GMT

Evening Leanne,

We did ask EE to remove the parental lock on the hub and they've assured us they have done this -

Do you have any other ideas ?

Thank you for taking the time to reply

Re: New 5g Hub with Incorrect Protocol error message

Trurotickets — Fri, 22 Aug 2025 23:08:18 GMT

Evening

We are having the same issue but when I swap out the new hub from EE and pop one in I bought as a refurb from Amazon it works - Ive spent so many hours on to EE im losing the will

Did you manage to sort your issue out >

Becky

Re: New 5g Hub with Incorrect Protocol error message

bobpullen — Sat, 23 Aug 2025 08:52:58 GMT

@Trurotickets - what make/model is the hub from Amazon? Have you checked your Parental Controls settings?

Re: New 5g Hub with Incorrect Protocol error message

Trurotickets — Sat, 23 Aug 2025 10:16:34 GMT

The hub that has the issues is a new one from EE - we had a damaged hub returned to them and after a month of no broadband they finally sent us a new one - smart 5g hub - we have contacted them and they have told us the parental control restrictions are removed (2 calls confirming this) we've reset and still having issues. If we plug in the hub i bought from amazon as a stopgap which is an older version it works no issues.

Re: New 5g Hub with Incorrect Protocol error message

Alex_H — Sat, 23 Aug 2025 10:53:31 GMT

@Trurotickets Thanks for confirming. Just to clarify is it this one you have Smart 5G Hub ? Are you comfortable sharing one of the sites you are having an issue with to help with testing?

Alex

Re: New 5g Hub with Incorrect Protocol error message

bobpullen — Sat, 23 Aug 2025 11:58:45 GMT

Ah, so this is a mobile hub, not a broadband one (which the original post is about)? Is it the same SSL error you’re seeing? For mobile, I’d expect the parental controls to be at SIM level, rather than hub. Odd in which case that one hub works, whilst another doesn’t 🤔

I don’t know too much about the mobile side of things so am struggling for things to suggest.

Re: New 5g Hub with Incorrect Protocol error message

JimM11 — Sat, 23 Aug 2025 12:07:44 GMT

@Trurotickets Same for me Mobile wise, as far as concerned mobile phones are for making phone calls and poor reception at the best of times to which EE was the worst signal wise so now back on O2! Would advise looking on the Mobile part of the Forum more support for you there!

Re: New 5g Hub with Incorrect Protocol error message

Trurotickets — Sat, 23 Aug 2025 15:24:32 GMT

hi there bob,

Correct its a mobile hub that i received and it was working with great speeds then became almost restricted and now its had that error come up on sites ever since, its showing for facebook,reddit, some ee site pages running out of ideas myself.

Re: New 5g Hub with Incorrect Protocol error message

Alex_H — Sun, 24 Aug 2025 10:42:14 GMT

@Trurotickets Are those sites permanently unavailable or does the issue resolve itself after refreshing the page a few times for example?

Is this happening on multiple devices connected to the hub or is it just one you have been able to test?

Try setting up an IPv4 profile and see if the issues are still encountered. Login to the hub at 192.168.1.1 and go to Setup> Profile management. Create a new profile with the same details as the current one except for IP type to IPv4 and set it to default.

Alex