4g router and smart tv issues

[GraemeFraser]

We have had a 4g ee router for a couple months with no issues. Recently both netflix and amazon prime will not work on smart tv or firestick. Internet speeds are fine and netflix through phone works fine. I have tried resetting the content control with no success. How can this be resolved?

[EssexBoyEE]

Go to your 4GEE Router Set Up Page and under Profile or APN Settings change to IPV Settings from ,IPV6 or IPV4/6 to IPV4 Only. Save the Profile or APN Settings, reboot the Router and test again

[GraemeFraser]

I tried the solution but issue remains the same. Prime will load and play for around 10minutes then freeze and not reload. Youtube app works fine so don't think it is an issue of connection between router and tv. Any other solutions to try?

[EssexBoyEE]

YouTube will be fine with either IPV4 or 6, Netflix doesn't seem to like IPV6 Through an EE LTE/4G Gateway, I havent checked Prime Video but I can test it when I get back home later tonight.on one on my 5G Routers.

[GraemeFraser]

Hi, For me, this issue is not 'solved'.  I have set IPV4 and re-set the router a number of times.  I have also re-installed the apps on the smart tv, but the same issue remains that amazon prime and Netflix will stop working after 15/30mins of viewing. 

Are there other settings that need to be updated? 

For info, on the data connection steup page I have connection mode on auto, and data roaming off.  

[Leanne_T]

Hi there @GraemeFraser

Thanks for coming back to the community.

I would suggest getting in touch with our Tech Gurus, they will be able to run through some troubleshooting with you. 

Thanks 🙂

Leanne.

[EssexBoyEE]

On the Netflix side can you set the 4GEE Router from Auto to non 4G or 3G Only, just for testing purposes, to see if the issue is still present on 3G (Note, if your 3G Signal is not very fast and your Netflix Settings are high HD or 4K then then Netflix may suffer Buffering or Drop out anyway)

I said in an earlier Post on this Thread that I would check my Prime Video on IPV6 Settings over 4/5G, which I did, but sadly my Roku Stick doesn't seem to like IPV6 Full Stop , so that test could not be performed.

[Wasbonty]

Same issue. 

Including YouTube starting to play up now. BBC ITV players not working.

Tried the solution but no result. 

[Christopher_B]

Hi @Wasbonty

Welcome to the EE Community 😊

I hope you're well and having a nice Monday, are you up to much? 

I watch YouTube all the time and I'm never off the BBC and ITV players at the moment with the Euros being on. So I totally get how important it is that this gets sorted. 

As the above solution didn't work, I would suggest getting in touch with our Tech Gurus. They will be able to look into this further and hopefully get it all sorted.

Thanks

Chris 

[GraemeFraser]

Updating this post as still have not found a solution that works.  I have tried all the various router setting changes mentioned above with no success.  If I put the EE sim card into my phone and make my phone a hotspot, I can stream netflix on my tv with no issues.  I also tried another sim card (plusnet) in the router and the problem remained in that the stream would drop out after 10/15 minutes.  It would appear the problem is with the router.

It is the standard EE router I have.  Can the router be faulty in some way or too basic to not allow the required settings to be changed?  Any further pointers appreciated!