4G broadband issues

[Janeyphill]

I have had EE 4G broadband since 26/7 and I’ve been experiencing issues ever since.

my sky Q box will connect to the router but there’s no internet connection and I can’t get all if the channels

I can’t connect my Alexa 

My internet stopped working just after midnight and after switching the router on and off a number of times, I eventually got internet to work. However the router is now flashing aqua/ white and I can’t find why anywhere. I’ve googled the issue but have been unable to find an answer.

can anyone help with any of these issues please?

[Alex_H]

Hi @Janeyphill,

Welcome to the EE Community 🙂

Which 4G router is it you have? You can see our current models here Most popular pay monthly mobile broadband (ee.co.uk)

If I understand, other devices are able to connect and use the 4G Broadband connection ok, it is just the Sky Q and Alexa in particular you are having an issue with? 

Have you been able to test a wired connection with the Sky Q box to confirm if the issue is just with the WI-Fi connection and not the broadband itself? 

Are you able to locate the Wi-FI network on your Alexa when searching or is it not being found?

Usually the front light flashing between aqua and white just means you have an unread text message. If you load up the admin page by going to 192.168.1.1 on your browser, login here and you can see any unread text messages and if so reading them will stop the flashing.  If you are unsure of the login password for this page, the admin password is located on the back or bottom of the router, as well as on the keep me card received with the router. 

Alex



 

[Janeyphill]

Thank you Alex

i gave the Smart 4G hub 2.

Prior to having sky installed I was unable to get my smart tv to connect even using an Ethernet cable. Phones and iPads have connected ok. The sky engineer connect the sky q box via an Ethernet cable but it won’t con text to the internet, he did say it’s probably the ping rate.

when trying to connect to Alexa I can find the network but it then won’t connect 

I’ll check for the message later 

Thanks

Jane

[SunnyH26]

Hi

Reading your post as I have just got the same Smart Hub from EE due to our previous broadband being so slow., 1-2Mbps. I am having exactly the same issues. I can connect all iPads, laptop, phones but cannot connect Sky Q, Samsung TV or Alexa. They can all find the broadband router and connect to it but no internet. So disappointing as I was told it would be so easy to change broadband to this. I hope there is a fix for this. 

[Janeyphill]

Hi

Im told by Sky that it’s an issue with the PING rate. I’ve tested mine and it’s 48, it needs to be below 25 apparently. I accept it’s part of living in a remote location but neither sky or EE mentioned PING rates in my initial discussions and yet I made them both aware of my situation. Sky in particular should have told me that I would only be able to access the channels via the dish - which is minimal. Although we can get all of the channels perfectly on the IPad which is what is confusing me. I’m wondering if the issue is my Samsung smart tv, it’s 8 years old now. 

[SunnyH26]

Hi, just tested ping rate mine and it’s 47. Keep reading about the Ipv being 4 and not 6 can help….I’m not an expert and this is over my head! 
I have 14 days cooling off period with the new EE router and I can see this going back. I’ve gone from slow internet but all devices connected and working to slight increase in speed in some devices and some devices not at all connecting! 
(I don’t live rurally but don’t have full fibre down our road.)

[Janeyphill]

I’ve read that changing settings on my router May work but I’m not an expert in this area and nervous about losing what we do have. Our speeds are better than I had with BT in my previous house and the monthly cost is less. 
I think we will have to work with what we have for now. I hope you resolve your issues soon.

[Alex_H]

@Janeyphill @SunnyH26 

If you have seen from Sky support that moving your connection to IPV4 can help fix your SkyQ connection issues, though it can be intimidating if you are not an expert like you say, it is easy to do on your 5G/4G EE router. 

1. Load the admin page at 192.168.1.1 in your browser (password will be on the back/bottom of the router or on the keep me card.
2. Select Settings and then find the profile section, usually this will be under Setup> Profile management
3. It will show the current profile in use, click New to create a new profile
4. Enter the following details to create a new profile. Profile name can be anything you like. Dial Number: *99# APN: everywhere IP Type: IPv4 Username: eesecure Password: secure Protocol: PAP
5. Click Save and then Set as default on the new profile. 
6. Your connection will drop for a minute whilst it changes to the new profile. 

Don't worry the original profile will still be there to change back to if needed. Worth a try to see if that helps with your connection issues, let us know how you get on.


@Janeyphill Did you manage to login and see if there were any unread messages with regards to the flashing light? 

Alex

[Janeyphill]

Thank you Alex

i still need to log into admin to look for a message and at the same I’ll look at how to create a new profile. 
I’ll let you know how I get on.

[SunnyH26]

I have done it!!

So far I have all the devices, including Sky Q, Alexa and Samsung tv all connected to the internet just by creating that new profile and IPv4 as the IP type. 

I followed your instructions Alex which were really helpful. 
Thank you so much 

It is worth a try @Janeyphill