5G Smart Hub Problems

[Dpjrichards]

We've had the 5g Smart Hub for just over month and receive excellent speeds of 250-400 mbps in an area where landline speeds are poor. However, I'm having constant problems with the internet just dropping on devices connected to the hub. It's a particular problem on our Sky Glass TV when programs will regularly get interrupted although we have similar issues on other devices like our laptops. The problem got so bad with the TV I decided to connect it via ethernet and change the connection settings in the TV to a wired connection but that still hasn't solved the problem. 

Connection to the internet never drops dropped and the speed is always high on every test. I've also run tests on Netflix and it still shows speeds of 80-90 mbps so not as high Speedtest but still more than adequate to stream UHD broadcasts. 

I'm beginning to think it is a problem with the router as others have reported issues. Is it worth buying a different router or does someone know of a fix?

[Leanne_T]

Hi there @Dpjrichards 

Thanks for coming to the community 🙂

Do we have any network problems showing on the Service Status Checker for the area which could be affecting the mobile router? 

If nothing is showing and no other EE devices are effected in the area, I would suggest calling us and our tech guides will get this looked into for you. 

Thanks 🙂

Leanne.

[Vonsees]

Experiencing similar issues with Sky Stream and EE 5g broadband over the past couple of months. No reported issues with the network and speeds are typically 100+ down, 70+ up and latency 28-30. 
Typical issue experienced is that Sky content will start to stream for 10-30 mins before stopping and saying there’s a technical fault and to try again later. Incredibly frustrating as no longer possible to watch a movie without it being interrupted. Have spoken to EE customer services and they’ve said level 1 checks showed no issues with the 5g.

Not experiencing any issues when streaming through apps, the problem Sky specific.

Did you find a solution? Or does it need EE to investigate further?

[Alex_H · Accepted solution]

Hi @Vonsees,

Welcome to the EE Community

Some Sky customers have reported on this community that they have resolved different issues using Sky by changing the router to an IPV4 address, so I would recommend giving it a try. 

You can do so by accessing the admin page at 192.168.1.1 login using your admin password which if you are unsure of should be on your Keep me card, or the bottom of the router/under the back cover depending on your model of router. 

Then select Setup>Profile management, you will have an existing profile there, create a new one with the exact same details as the current one except change IP Type to IPV4 then set this new profile as default once saved. 

Alex

[Dpjrichards]

Thanks for this, Alex. Will try and post back results. 

[Dpjrichards]

This worked! No issues since creating a new profile using IPV4

[Su108]

• Hi, does this solution relate specifically to Sky? My EE 5g smarthub is doing the same thing, we don't have Sly though