topic Re: Smart Hub SH31B ERR_SSL_Protocol_Error in Broadband & Landline

Smart Hub SH31B ERR_SSL_Protocol_Error

HughPB — Thu, 03 Apr 2025 18:47:02 GMT

I have an EE Smart Hub SH31B and have had no end of issues with it.

I have three android devices two Tablets and a phone none of which can access the internet via the hub

All will connect to the Hub but not the internet

All I get is "cannot provide secure connection" or ERR_SSL_PROTOCOL_ERROR

Having spent hours on the phone to EE support, had three EE engineers around and OpenReach check the line

Nothing seems to work

Any suggestions

Re: Smart Hub SH31B ERR_SSL_Protocol_Error

JimM11 — Thu, 03 Apr 2025 19:04:18 GMT

@HughPB Do you have any devices that have managed to connect and get out, have you also tried the compatible network feature. Take it that you do not have any Ethernet connected devices to eliminate the hub is causing you the issue.

Re: Smart Hub SH31B ERR_SSL_Protocol_Error

HughPB — Thu, 03 Apr 2025 20:23:55 GMT

My tvs are connected via the ethernet

That was working fine until I got the EE smart hub

Re: Smart Hub SH31B ERR_SSL_Protocol_Error

XRaySpeX — Thu, 03 Apr 2025 20:41:36 GMT

I think you'll find the router is set to Wireless Mode = WiFi6 and Security Type = WPA3 by default. Your device mayn't cope with that. Change the router settings down to WiFi5 and/or WPA2.

Re: Smart Hub SH31B ERR_SSL_Protocol_Error

bobpullen — Tue, 08 Apr 2025 13:44:38 GMT

@HughPB - sounds to me like there may be an errant parental control setting on your account somewhere that interfering with your Internet resolution. Have you checked your parental control settings? If everything looks normal, then I'd get back onto support and ask them to do the same in case there's a back-end setting somewhere that's gone rogue.

Re: Smart Hub SH31B ERR_SSL_Protocol_Error

Dabmonger — Sun, 09 Nov 2025 02:12:46 GMT

Thank you @bobpullen!!!

I've had an issue for the last few days where I'm getting the following error on my PC web browsers when accessing streaming websites, but not on my Android phones:

ERR_SSL_PROTOCOL_ERROR

I was getting the error on multiple PCs, all web browsers, including when using incognito.

I've been using a VPN in order to get discovery+ and Now to work, but DAZN was getting the VPN. I was also using my Roku devices more than usual.

I'd tried all the many potential solutions that can be found online, but nothing worked.

Finally, I decided to check this error on this forum.

Being sure that parental controls settings could not have anything to do with my issue (I've never had a need to use them), I decided to check just in case (I'd tried just about everything else!).

What had happened was I'd been playing around, and created a group consisting of all the PCs. And seeing the control selector, I must've hit "strict", and not realised!

All is back working now, and I thank you greatly for posting that reply some months back 🙂

Re: Smart Hub SH31B ERR_SSL_Protocol_Error

bobpullen — Mon, 10 Nov 2025 09:33:30 GMT

@Dabmonger - glad to hear it helped! 🙂

What should happen, is that you see a branded block page - but interceptions/redirects like this don't work with TLS/SSL connections (which the majority of the Internet rightfully uses these days). What you get instead is that SSL_PROTOCOL_ERROR due to the block page redirect getting in the way of the secure connection to the web site/server that's being visited.

Re: Smart Hub SH31B ERR_SSL_Protocol_Error

Dabmonger — Mon, 10 Nov 2025 19:47:30 GMT

Thx again @bobpullen.

Yeah, that would make a huge difference, especially in my case, as I had not a clue that I had inadvertently activated parental controls on several of my devices.

If someone had mentioned it to me that it could be parental controls, I would've stubbornly said that there's not a chance - I don't use them, full stop.

But I had basically exhausted all possibilities, so I checked it out.

If only an EE/BT message and/or emblem could be displayed instead of that standard message! 🙂