Smart Hub Plus SH31b wont connect to Firestick 1st Generation

[vigman]

Well this is embarrassing! I’m a chartered IT professional and a specialist network troubleshooter. However, despite following all advice on the internet, I cannot get apps like Netflix or BBC to run on a first generation firestick via the Smart Hub Plus 31b. 

I have been using an old Brightbox router either with a direct Ethernet connection or via Wi-Fi to fire sticks with no problems. I was advised that I was to be upgraded from copper to fibre and sent a Smart Hub Plus SH31b in preparation. 

Whether by direct Ethernet connection or via Wi-Fi,  the apps show on the firestick (powered from the mains before anyone asks) but won’t run apps like Netflix. Sometimes I get specific network errors eg unable to connect to Netflix servers 2 and 3, sometimes just buffering. 

On the Wi-Fi side, I set up a 2.4Ghz compatible network and selected that on the firestick but same problem. You can’t specifically toggle off IPv6 on this hub)

With direct Ethernet connection, the firestick shows as connected and even gives an internet speed check, but then the apps still fail to run. Change to the old Brightbox router and both direct Ethernet connection and Wi-Fi connections work immediately. 

Unless anyone can help solve this, I am going to cancel the fibre upgrade and stick to the old Brightbox!

TIA

[bobpullen]

@vigman - the presence of a mesh system shouldn't have any bearing.

Before you go down this path though, did you try disabling IPv6 as I'm fairly certain it should be possible to get the Firestick working without having to do this?

Below is what you'd need to do to use the Brightbox as an access point: -

• Log into the Brightbox router and change its IP address to something in the same subnet as the EE router but outside of its DHCP scope, e.g. 192.168.1.50 - this then becomes the address you would use to get back to the Brightbox settings.
• Log back into the Brightbox and set the WiFi name/password to something different to the EE hub/mesh.
• Find the DHCP server option in the Brightbox settings and disable it.
• Power the Brightbox off.
• Connect an Ethernet cable between a LAN port on the Brightbox and a LAN port on the EE hub.
• Power the Brightbox back on.
• Either wire the Firestick to a Brightbox LAN port or try connecting it to the Brightbox WiFi name/password.

[vigman]

This is interesting. I live in two places for about 6 months each. At the second location I find I also have an SH31b and this ran an original 2016 Firestick over copper via Ethernet. I have now upgraded to fibre and this setup will run the original and second generation Firestick over Ethernet and Wi-Fi with no issues?

So what is happening at the first location? I can’t contact until I am back at the first location. It is important to remember I need the landline and a working Firestick which is possible over copper with the Brightbox over Ethernet and Wi-Fi but not the SmartHub Plus?

I am also very disappointed that EE tell me I can’t cancel the upgrade to fibre. 

[JimM11]

@vigman Is the area in an Exchange restricted where FTTP is the only method that they will accept now, can be the cause for not allowing EE to stop the conversion. OR will not be interested and pushing the Full Fibre connection with DV Digital Voice tagged on the Fibre connection and hence the need for a SH31B or later on the connection.

My Exchange has now reached that critical stage marked as "" FTTP Priority Exchange = Y"" 

[vigman]

Hi. Back home and received another Smarthub Plus. 
FW is r4.26.2-R-1923137-PROD-83002

but i see there is no manual option for fw upgrade. 
same issue with 3 Firesticks of different ages. All run Netflix, iPlayer etc on the old Brightbox router via ethernet, router wifi and mesh wifi but not on the SH31b?
I have disabled the IPv6 but still no joy. 
DNS settings and gateway etc same in both routers. 
I need the landline otherwise i would just stick with the old Brightbox. 
I am completely stumped…..?

any more advice welcomed TIA

[vigman]

Just to clarify, I know the old Brightbox is 192.168.1.1 and the SH31b is 192.168.1,154 and use these settings when appropriate. I couldn’t see how to edit my last post. 

[XRaySpeX]

The IP addy for the EE Smart Hubs is http://192.168.1.254

To edit a post click on the Options Menu ('v' in a circle) at top R of it > Edit. You have an hour to do so.

[vigman]

JimM11, please make this make sense.

The broadband provision is still on copper. Fibre to the cabinet is due on October 12th. 
With 2 different SH31b routers and 3 different Firesticks, Netflix and iPlayer won’t run either on wifi or direct ethernet connections. 
Changing back to the old Brightbox immediately allows these services to run on wifi or a wired connection. 
Apart from the SH31b being on 192.168.1.254 and the old Brightbox being on 192.168.1.1 all the settings are the same. 
I have tried running a 2.4ghz only connection on the new SH31b and also disabling IPv6. 
I cannot see why the old Brightbox will allow immediate connection on say Netflix either on Wifi or Ethernet but the SmartHub Plus won’t?

Even more confusing is that at another address at a different exchange, the same Firesticks work with an SH31b router on what appear to be identical settings?

I can also run Netflix and iPlayer etc on my iPad via wifi on the SH31b router?

I have spent many many hours on this and still not getting any further. With the move to FTTC on October 12th and the landline being moved to digital via the new router, it looks like I am going to lose the streaming services I use most on my Firestick(s)

As I said, I am a Chartered IT Professional and have solved many difficult network problems including setting up the first continuous fibre network on a UK campus in 1998 but this has me completely stumped so any help and advice welcomed please. Thanks. 

[JimM11]

@vigman This is going to be the current FW for that EE Smart Hub 6 + version that you have, please check your end. The adapters you have what are they classed as 10/100/1000Mb/s on Ethernet connection? I have all my son's Firesticks through Ethernet connections 3 in total but think they are the 4K HD Max versions but the adapters are all 100Mb/s and connect to a Tp-Link switch then output of that is to the VM Hub he has to keep it at 1Gb/s Ethernet port wise.

You mention FTTC so is your copper line remaining and you are being upgraded from an old ADSL to now FTTC.

FW: r5.19.1-R-2036010-PROD-83002 and the gui is at App version 3.17.5 17/09/2026

EE Bright Box 2 Wireless Router review | TechRadar

[vigman]

Thanks for the quick reply. 

As in a previous post the FW on both SH31b routers is FW is only r4.26.2-R-1923137-PROD-83002 and there is no option to manually update?

The Ethernet adapters are 10/100 Mbs. I have just received a brand new Firestick today but unfortunately it needs an Ethernet adapter with USB C connectivity and not the micro USB the current ones I have are. 

This brand new Firestick also won’t run Netflix etc on WiFi from the SH but will on the old Brightbox. 

Netflix, iPlayer and others fail on WiFi from the SH31b but work immediately on WiFi direct from the Brightbox (and also when I connect it up it they work on WiFi through a mesh system as well)

If the SH31b was throttling Netflix, iPlayer via all equipment that makes some sense, but I can’t see why it permits access to these streaming services through my iPad?

 I have also tried using 8.8.8.8 and 8.8.4.4 as primary and secondary DNS as suggested in other solutions but this doesn’t solve the problem either. 

Yes, copper line remaining and FTTC next week. If the situation stays as it is, I will have to move the broadband input from the SH31b to the old Brightbox if I want to watch the failing streaming services but in doing so will lose the digital landline connectivity during that time??

Obviously I could just move to Virgin and dump EE but I have an extremely good landline call deal with EE which I really don’t want to move. 
Also I just want to solve this streaming issue………!

[JimM11]

@vigman The EE Smart Hub 6+ version is a wifi6 device AX rated with a AX Chipset, the old unit you have is a WiFi5 device, and your FW appears to be what is OOB from EE and not going to update at all. See the old listing below just a few so you can see that. The 6+ had all kinds off Ethernet problems and look at the FW update table to see when EE got around to addressing them, gone now 18months from EE, lived with that hub for 11months, threw a TP-Link switch on instantly when i seen all the Ethernet problems and left 11 months into the 24month contract just had enough off it. See if you can pickup a 2nd hand BT Smart Hub 2 from Flea bay, will give you all that you need and allow DV connection as well.

FW: r3.8.30-R-1627300-PROD-83002 and the gui is at App version 3.1.18 05/12/2025
FW: r4.26.1-R-1860948-PROD-83002 and the gui is at App version 3.14.5 25/05/2026 OP Posted Stability Problem
FW: r4.26.2-R-1923137-PROD-83002 and the gui is at App version 3.14.5 New OOB installed version
FW: r4.26.3-R-1923144-PROD-83002 and the gui is at App version 3.14.5 12/06/2026 OP Posted
FW: r5.19.1-R-2036010-PROD-83002 and the gui is at App version 3.17.5 17/09/2026