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Internet dropping out using Smart 5G Hub 7 Pro

drumting
Investigator
Investigator

‎06-07-2026 10:32 AM

Hi folks,

I have the above hub at my studio; decent download speed (80-100mbps) but the internet drops out regularly. On a 40 minute Zoom call yesterday, it dropped on 3 occasions.
Is this likely to be an IPv6 issue? I've gone through the usual routine with EE CS, but it didn't make any difference.

Any help would be hugely appreciated.

 

0 Helpful
7 REPLIES 7
XRaySpeX
EE Community Star
EE Community Star

‎06-07-2026 12:38 PM

@drumting : It might be an EE IPv6 issue. EE has introduced IPv6 on its mobile network, but it doesn't fall-back to IPv4 nicely. Can you change the Profile/APN on your mobile router to APN Protocol = IPv4 only?

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Home Broadband & Home Phone or Option 2 for Mobile Phone & Mobile Broadband

ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP
0 Helpful
drumting
Investigator
Investigator
In response to XRaySpeX

‎06-07-2026 12:42 PM

I shall give it a go. I saw there were some instructions on another post.

0 Helpful
XRaySpeX
EE Community Star
EE Community Star
In response to drumting

‎06-07-2026 12:55 PM - edited ‎06-07-2026 01:07 PM

Try APN Protocol = IPv4 only by noting the default Profile, creating a new Profile & populating it with the noted values (pwd = 'secure') with the changed APN Protocol. Then making it the Default.

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Home Broadband & Home Phone or Option 2 for Mobile Phone & Mobile Broadband

ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP
drumting
Investigator
Investigator
In response to XRaySpeX

‎06-07-2026 04:14 PM

Seems like there is no option to add a profile. The only thing EE could suggest is to take the hub to a shop for repair. Seems a bit odd as is a business account 😐

0 Helpful
Leanne_T
EE Community Support Team
In response to drumting

‎07-07-2026 03:53 PM

Hi @drumting 

Thanks for coming to the community. 

If you would like to see if our business team have any other suggestions to see if they can get this resolved, please get back in touch with our business team. 

Leanne.

0 Helpful
drumting
Investigator
Investigator
In response to Leanne_T

‎07-07-2026 04:16 PM

Hi Leanne,
I spoke with level 2 support yesterday, after being messed about by CS on the call right before. They're calling back on Sunday to check things.

0 Helpful
Leanne_T
EE Community Support Team
In response to drumting

‎07-07-2026 04:24 PM - edited ‎07-07-2026 04:24 PM

Hi @drumting 

Thanks for the update and letting us know our tech team are looking into this for you and will be back in touch Sunday.

Please let us know how you get on 🙂

Leanne.

0 Helpful