EE Smart 4G Hub 2 only working selectively?

[iu0525]

Hello!

I set up my smart hub today and it’s so peculiar because it only works selectively. On my phone, I can load apps like Facebook, Messenger, Instagram, Gmail, and Outlook with no problem. They refresh and are generally working as they should and I’ve even gone on video calls on Messenger. However, I can’t load apps X (Twitter) and Chrome, so I can’t visit websites. On my laptop, nothing is loading at all, but I can visit the admin page for the hub and look at my details and everything. It’s so weird, why is it working only sometimes? I’ve already rebooted the hub and also removed and reinserted the sim. What else can I do? 

[Christopher_G]

Hi @iu0525 

Welcome to the community.

I've noticed this type of behaviour before in the past, and it was caused by a strict content lock. Are you able to change those parental controls in your EE Online account and test it please?

Chris

[iu0525]

Hi Chris,

I have changed the parental controls to Adult but everything’s the same. I still can’t load X (Twitter) and Chrome on my phone and my laptop still doesn’t load anything at all. I’ve tried different browsers on my laptop since I seem to be able to load websites on Safari on my phone, but nothing’s working. 

[Ali_A]

@iu0525 Are you able to test the router SIM card directly in your phone for a few minutes to see if all the apps and browsers work as expected? 

Ali

[iu0525]

I tried that just now and I couldn’t connect to the internet at all. It worked when the SIM card was on the router, but when I inserted the SIM card directly on my phone, I couldn’t connect to the internet even though the signal is 5 bars. The SIM card definitely works though because I tried sending a text and it did send.

I tried configurations to my laptop like changing the DNS or fiddling with the network settings but it still can’t connect to the internet. I have also tried rebooting the router plenty of times. I’ve tried other things on my phone as well and figured out I also can’t load Reddit and Goodreads aside from X (Twitter). On Chrome, I can search on Google and see the search results, but none of the webpages load. 

[Ali_A]

@iu0525 
Your Mobile device may not have the EE Internet access point settings saved for it to connect to the internet. 

As it is working intermittently and the Content Lock has been removed already, It appears there may be a glitch. If you contact Customer Care team on 150 a member of the Technical Team can refresh the access rights for you so you have full access to the pages as expected. 

Ali 

[iu0525 · Accepted solution]

Hello, 

I solved it just now and I think I'm about to cry out of relief. I've been searching through these Community boards if anyone else has encountered the same problem and I saw this one. I figured the problem might have something to do with that as well, so I will detail what I did in case it helps out someone else in the future:

1. Go to 192.168.1.1 and login
2. Go to Setup > Profile Management
3. Create a new profile where the IP type is IPv4 only (NOT IPv4v6)
4. Set that new profile as the default

I have no idea about technical things so I don't know what IPv4 is and how it differs from IPv6, but I'm glad I tinkered about and solved the problem. Thank you!

[Ali_A]

@iu0525 
That's great! Thanks for getting back to us with an update! 
Glad you found help from a previous post. That's what this forum is all about! 

Ali