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VPN issues

JW521
Investigator
Investigator

‎31-08-2024 06:55 AM - last edited on ‎31-08-2024 10:42 PM by EE Community Moderator

I think I may have the same issue. VPN worked on my first EE router then it had to be replaced due to a fault. It doesn’t work on the new router and the only setting is 6 with no option to change it to 4. The technical team at EE weren’t very helpful and said there was nothing they could do to change it. I was advised to have my BT landline reinstalled but it is copper with no fibre option and really slow. Is there anything else EE should be doing to help resolve?

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5 REPLIES 5
JimM11
Brilliant Contributor
Brilliant Contributor

‎31-08-2024 08:36 AM

@JW521 There is nothing for the EE Tech team to resolve for you, if the router is working and connecting to the internet. Is there a router model change that was involved, stated many times EE DO NOT  BLOCK vpn traffic.

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JW521
Investigator
Investigator
In response to JimM11

‎31-08-2024 08:07 PM

Yes the change in router model is the issue. The original router a Quanta Home Hub 3 worked fine with VPN but the new model I was given HH10E doesn’t. As the previous poster states it is set to IPV6 and I have no option to change it to IPV4 which the poster is saying is the correct setting to be used for mobile internet and should resolve the issue. 

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JimM11
Brilliant Contributor
Brilliant Contributor
In response to JW521

‎31-08-2024 08:16 PM

@JW521 From the web

It sounds like you’re trying to configure your HH10E device to use only IPv4. This can be useful if you’re experiencing compatibility issues with IPv6. Here are some general steps you can follow to set your device to IPv4 only:

  1. Access the Router’s Admin Page:

    • Open a web browser and enter the IP address of your router (commonly something like 192.168.1.1 or 192.168.0.1).

  2. Log In:

    • Enter your username and password. If you haven’t changed these, they might be the default settings provided by your ISP or found on a sticker on your router.

  3. Navigate to Network Settings:

    • Look for a section labeled “Network,” “Internet,” or “WAN” settings.

  4. Disable IPv6:

    • Find the option to disable IPv6. This might be a checkbox or a dropdown menu where you can select “IPv4 only.”

  5. Save Changes:

    • Save your changes and restart your router if necessary.

If you need more specific instructions, it would be helpful to know the exact model of your HH10E device. If you’re using a BT/EE Smart Hub, you might find detailed instructions in the user manual or on the...12.

Is there anything else you’d like to know or any other issues you’re facing with your network setup?

 
Mustrum
EE Community Star
EE Community Star

‎31-08-2024 08:26 PM - edited ‎31-08-2024 08:47 PM

@JW521  you are posting in the Home Broadband section, the routers you quote are not Home Broadband routers. 

Even so, EE offers both IP4 and IP6 on the mobile network and the New EE Home Broadband services. The applications you and everyone else use have the option to use either. You really need to speak yo your VPN supplier to ensure it can work over a network with IP4 or 6, or have the ability to ignore IP6. Blaming the router for a poorly develop application is not the way to go.

JW521
Investigator
Investigator
In response to JimM11

‎08-09-2024 04:19 PM

Thank you so much for this advice. I have set up a separate profile on my 4G router for IPv4 and connects to VPN. Shame neither the EE tech team or my work IT could have offered me this advice then I could have avoided reinstating my landline with BT which I now don’t need although I suppose it is a backup. Thank you one again. 

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