4G Smart Hub struggling

[Feverpitch]

We’ve had a 4G smart hub for 18 months while we wait for fibre in our road. It’s worked well but about 2pm on Monday 19th May it slowed up. Restarted the hub & it came back but the service is now unusable. Disconnects from the internet constantly. Lucky to get 5 mins without a disconnection. The customer service has been helpful and polite but still don’t know why it became so bad so quickly. It’s like an update or maintenance has messed everything up. At a bit of a loss as to what to do next. 
it’s impacting 3 of us who need to work from home. We can’t stream any TV. Paying a lot for no service. 
Looking elsewhere but these things aren’t quick to change. 
Any advice on what to do would be greatly appreciated. 

[ArmitageShanks · Accepted solution]

I suspect you're experiencing the same issue that's affecting me. See the thread I started here. EE have told me they're aware of an issue that is affecting thousands of customers: https://community.ee.co.uk/t5/Mobile-Broadband/Barely-usable-internet-for-about-a-week/td-p/1537115

[Johnoishere]

Have they? Any update on a fix?. I have my ee sim and another ee sim and both the same. Also tried 2 routers and still get dropouts. Also being told no issues in my area…

[ArmitageShanks]

Strictly speaking, they aren't being dishonest with you - there aren't issues in your area, per se - there is a more general issue affecting customers more widely. Such an issue won't be identified by things like diagnostic testing looking for localised issues in specific geographical areas. It's rather like your train not arriving, the rail company saying there are no issues with your station (allowing you to insert that everything is fine) but them also failing to notify you that the power to the lines is down. As of the last hour or so, I appear to have been able to bodge my connection into working by disabling IPv6 (on the mobile side of the router, as opposed to the local side of the router). Will EE catch that this is the case and recommend it as a potential workaround to affect users or will they continue to tell people that the service status indicates that there are no issues? I think we all know the answer to that question...

[Feverpitch]

Thank you. This is interesting if it’s a wider issue. Our connection seems to be getting worse too. 

[Feverpitch]

Im too old to know how to disable the IPv6! How do you do it?

[ArmitageShanks]

It'll vary from device to device. If you look for my other thread in this forum about my issue, you'll find a screenshot of how I changed the setting on my router. Assuming yours allows you to change the setting, it'll be something similar. Failing that, you might find that EE help you if you call them and tell them that you believe your issue, of their making, will be resolved by doing this but that you need their help doing so.