topic Re: Internet dropping out using Smart 5G Hub 7 Pro in Mobile Broadband

Internet dropping out using Smart 5G Hub 7 Pro

drumting — Mon, 06 Jul 2026 09:32:32 GMT

Hi folks,

I have the above hub at my studio; decent download speed (80-100mbps) but the internet drops out regularly. On a 40 minute Zoom call yesterday, it dropped on 3 occasions.
Is this likely to be an IPv6 issue? I've gone through the usual routine with EE CS, but it didn't make any difference.

Any help would be hugely appreciated.

Re: Internet dropping out using Smart 5G Hub 7 Pro

XRaySpeX — Mon, 06 Jul 2026 11:38:50 GMT

@drumting : It might be an EE IPv6 issue. EE has introduced IPv6 on its mobile network, but it doesn't fall-back to IPv4 nicely. Can you change the Profile/APN on your mobile router to APN Protocol = IPv4 only?

Re: Internet dropping out using Smart 5G Hub 7 Pro

drumting — Mon, 06 Jul 2026 11:42:36 GMT

I shall give it a go. I saw there were some instructions on another post.

Re: Internet dropping out using Smart 5G Hub 7 Pro

XRaySpeX — Mon, 06 Jul 2026 12:07:37 GMT

Try APN Protocol = IPv4 only by noting the default Profile, creating a new Profile & populating it with the noted values (pwd = 'secure') with the changed APN Protocol. Then making it the Default.

Re: Internet dropping out using Smart 5G Hub 7 Pro

drumting — Mon, 06 Jul 2026 15:14:38 GMT

Seems like there is no option to add a profile. The only thing EE could suggest is to take the hub to a shop for repair. Seems a bit odd as is a business account 😐

Re: Internet dropping out using Smart 5G Hub 7 Pro

Leanne_T — Tue, 07 Jul 2026 14:53:18 GMT

Hi @drumting

Thanks for coming to the community.

If you would like to see if our business team have any other suggestions to see if they can get this resolved, please get back in touch with our business team.

Leanne.

Re: Internet dropping out using Smart 5G Hub 7 Pro

drumting — Tue, 07 Jul 2026 15:16:05 GMT

Hi Leanne,
I spoke with level 2 support yesterday, after being messed about by CS on the call right before. They're calling back on Sunday to check things.

Re: Internet dropping out using Smart 5G Hub 7 Pro

Leanne_T — Tue, 07 Jul 2026 15:24:54 GMT

Hi @drumting

Thanks for the update and letting us know our tech team are looking into this for you and will be back in touch Sunday.

Please let us know how you get on 🙂

Leanne.