4G mobile data hub - Netflix & PS4

[Funkybass]

Cannot load Netflix  & PS4 will not connect via 4G hub. Discussed with EE, went through resetting the hub, etc., and ended up with a technical advisor who told me there is no solution to these issues. EE should make it clear to people considering purchasing that these services will not work with the 4G mobile data hub.

[Alex_H]

Hi @Funkybass,

Welcome to the EE Community 

I am sorry to hear you are having some issues using your 4G Broadband with certain services. Our technical team are trained to help with the router connecting to the EE network, but may not be able to offer support for specific services if the router is otherwise connecting fine. Can you connect fine through the router for other things, it is just these two you are having issues with? 

 Both Netflix and Playstation are generally able to get a connection using a 4G connection. What exactly is the issue you are having when trying to set them up? 

Alex

[Funkybass]

Hi Alex. Apps on TVs (also tried with a Firestick to see if issue was with TVs) BBC iPlayer, ITVX, Prime, Apple TV, Disney, etc.), all connect with no issues. Netflix though comes up with error “Netflix has encountered an error. Code: NW-2-5.”. The PS4 will not connect to the internet through the hub.  However, they will work if I tether my phone to the TV (my mobile network is Sky).  One of my family is on EE mobile and Netflix/PS4 will work if TV/PS4 is tethered to her mobile 4G. I can only think that the problem is therefore with the hub. EE Technical Advisor said that was nothing he could do to help and there was no solution. I don’t really want to be tethering to my mobile and using data when I have unlimited data with the EE hub.

[Alex_H]

@Funkybass Is Netflix the same via both the native TV app and on your Firestick?  Have you tried the router connecting to the PS4/TV via an Ethernet cable to see if there is any difference? 

Some services that are unable to connect do perform better if the hub is forced onto IPV4 rather than IPV6. To test that you can do the following

Go to 192.168.1.1 and login to the router admin page. The admin password can be found on the hub or keep me card. Once logged in Select Settings and then find the profile section, usually this will be under Setup> Profile management.
 

Click to create a new profile, with all the same settings as the default profile, except change IP type to IPV4 and then save the profile and set as default. 
 

Give that try as well and see if there is any change. 
 

Alex

[Funkybass]

Hi Alex.

There is no ethernet port on the 4G data hub.

I have tried creating a new profile as per your instructions using the same details (other than IPv4v6) but it won’t let me proceed unless the field “Dial Number” has a value in it (and there is no value in the default  profile - it is just blank)?

[Christopher_G]

I've seen on another community post that *99# can be used as the dial number, @Funkybass 

Could you try that please?

Chris

[Funkybass · Accepted solution]

Hi Christopher. That dial number worked, thank you. Have now been able to amend the settings in the hub to IPV4 under a new profile and it works! Netflix and PS4 both now connect. Really appreciate your help (and Alex’s help) with this. It would be good if your Advisors generally were aware of this solution as I was told when I called that there was no solution and there was nothing that could be done (after much messing about with resetting hub, etc.,). Thank you. 

[Linzi_H]

I'm so pleased to hear that you're all sorted @Funkybass!

Linzi 😊 

[Annamas]

Hi, just tried to use this as I had the same problem. Logged into the wifi but no option for profile settings, only basic advanced and guest settings.

Anna