topic Re: Sky stream connects to EE router but not broadband in Sky Stream

Sky stream connects to EE router but not broadband

Sara44 — Mon, 13 May 2024 08:18:58 GMT

Hi, have just moved into rental flat and brought my sky stream with me (as Sky told me to do). Flat provides WiFi through an EE Smart 4G hub which is working as my phone and laptop have connected to WiFi through it. However the puck can't connect to the internet. I have connected it to the router (wirelessly and also with Ethernet cable) and under network connections it recognises it's connected but says no connection to internet - there must be a problem with the broadband.
I have reset everything several times but still same message. Does anyone know what else I can try? I have never used a smart hub before - it has a SIM card in it. But the EE subscription is not in my name so I can't contact them.
thanks for any advice!

Re: Sky stream connects to EE router but not broadband

lettice — Mon, 13 May 2024 09:16:02 GMT

Notice you mention you have tried a reset, but have you tried a network reset

Go to Settings> Network

Under the Network settings

Pan right and select Reset.
Wait while your network is checked, then select Confirm.

Follow the on-screen instructions to connect with either wifi or ethernet.

Re: Sky stream connects to EE router but not broadband

Sara44 — Mon, 13 May 2024 09:28:04 GMT

Thanks but yes I have done that - it finds the router but no internet.

Re: Sky stream connects to EE router but not broadband

Nigelb1972 — Mon, 13 May 2024 17:01:17 GMT

Check your EE account settings to make sure that parental controls aren't blocking Stream...

Re: Sky stream connects to EE router but not broadband

Chrisee — Mon, 13 May 2024 17:41:32 GMT

@Sara44 are you the EE account holder or is it your landlord? If the latter they may have blocked streaming to keep data use down.

Re: Sky stream connects to EE router but not broadband

Sara44 — Mon, 13 May 2024 19:50:14 GMT

Thank you!
Yes the landlord provides the WiFi (although arranged by managing agent) so I will check about streaming - although we can stream Netflix on our laptop so wouldn't that be a problem?

Re: Sky stream connects to EE router but not broadband

Sara44 — Mon, 13 May 2024 19:53:23 GMT

Thank you- I will ask the landlord/account holder to check that although i am able to access all through my phone /laptop so wouldn't that be a problem if parental settings were on?
the router has a SIM card in it and I've never come across that before.....

Re: Sky stream connects to EE router but not broadband

Nigelb1972 — Mon, 13 May 2024 19:57:13 GMT

@Sara44 if it's a 4G router providing your internet, it will have a SIM card and that's why your stream may not work. The 4G router may not be on an unlimited data contract so he's put restrictions on for certain types of device or content access. It sounds like you definitely need to speak with the landlord

Re: Sky stream connects to EE router but not broadband

Chrisee — Tue, 14 May 2024 05:40:54 GMT

@Nigelb1972 wrote:

@Sara44 if it's a 4G router providing your internet, it will have a SIM card and that's why your stream may not work. The 4G router may not be on an unlimited data contract so he's put restrictions on for certain types of device or content access. It sounds like you definitely need to speak with the landlord

That was my thought also.

Re: Sky stream connects to EE router but not broadband

Sara44 — Tue, 14 May 2024 06:14:41 GMT

Thank you! I am asking the landlord - although strange that we can watch Netflix on the laptop though?

Re: Sky stream connects to EE router but not broadband

Exiled-in-HH — Tue, 14 May 2024 07:01:40 GMT

What is the IP Geolocation of the router?

Re: Sky stream connects to EE router but not broadband

Sara44 — Tue, 14 May 2024 08:19:41 GMT

Thanks but I don't know what that is or where to find it!

I don't have access to router account but I can ask the landlords agents to connect to it if you can tell me what to look for?

Re: Sky stream connects to EE router but not broadband

lettice — Tue, 14 May 2024 11:41:05 GMT

@Sara44 wrote:
Thanks but I don't know what that is or where to find it!
I don't have access to router account but I can ask the landlords agents to connect to it if you can tell me what to look for?

You can do this yourself.

But EE do not normally have any IP sets that have Geo location problems, like some of the altnet ISPs.

In your browser type what's my ip or visit this link;

https://whatismyipaddress.com/

It will show your ISP, region, city and country, once it has loaded the information.
The country needs to be UK, and the city and region not exactly where you are, but often fairly close.

Re: Sky stream connects to EE router but not broadband

Sara44 — Tue, 14 May 2024 12:18:14 GMT

Thanks @lettice, have done that on my phone and on map that came up it says it's in Kent and I'm actually in south London so hopefully that's close enough? Does that mean it's ok?

Re: Sky stream connects to EE router but not broadband

Padam_Padam — Tue, 14 May 2024 13:51:01 GMT

@Sara44 wrote:
Thanks @lettice, have done that on my phone and on map that came up it says it's in Kent and I'm actually in south London so hopefully that's close enough? Does that mean it's ok?

That won't be a problem then. It's only if the IP address is linked to somewhere overseas that it would be an issue.

Re: Sky stream connects to EE router but not broadband

lettice — Tue, 14 May 2024 13:59:07 GMT

@Sara44 wrote:
Thanks @lettice, have done that on my phone and on map that came up it says it's in Kent and I'm actually in south London so hopefully that's close enough? Does that mean it's ok?

Yes that is fine and Kent is a good match for London.

At least one thing we can dismiss.

Like I said, never been aware of any EE mobile broadband 4 g/5g ever offering up a non uk ip.

Re: Sky stream connects to EE router but not broadband

Exiled-in-HH — Tue, 14 May 2024 16:04:02 GMT

@Sara44 Was the phone connected the router wifi?

Re: Sky stream connects to EE router but not broadband

r27488 — Wed, 15 May 2024 09:52:13 GMT

I've had issues with a previous 4g router from EE that did this. Connected to the device but not to the internet. Tried a newer 4g model (and a 5G one) and both worked fine.

Re: Sky stream connects to EE router but not broadband

fatcatsbythesea — Fri, 29 Nov 2024 12:47:13 GMT

Ive had sky for decades...when I had the skyQ 6 years ago that was a disaster took upgrade to 2tb box to sort it out and only worked on a lan...due to my nighbours high tress and the escalating costs I decided to cancell...the get back team got back in touch and we negotiated a sky puck...that was 4 weeks ago...oh woops...wouldnt connect...said no wifi...and engineer said its because youve got bay windows reflecting the wifi back..lol...couldnt make it up...I said thats strange because its on a LAN..hard wired in as was the skyQ...but it wouldnt connect over the lan either...so after hours on the phone just to apease the sky Gods..I work in IT...we reset the box about 10 times and the router as my first port of call in software support is switch it on and off etc...we decided that the only way we could get it to work was on the LAN cable with the wifi disabled....and so for 2 weeks until last Saturday we were ok...Friday had a slight...mmm??? but Saturday was total melt down had to put in a pin to watch sky news, but of course you couldnt and nothing loaded not even my apps...wooops...black screen and sound...engineer said there was nothing they could do and said its a problem with my EE router as its not compatible...another wooops...but there was a software update on the Thursday...so I said ok...I will cancell and so I have...but never was a replacement box offered...also with the skyQ that actually wrecked a series 7 Samsung TV as there were lines down it...my husband was going to take it to the tip £2K of tv 5 years old...but I said no...insurers sent out another one and that didnt work either...just black screen and the LG did the same...so thats why we had the 2tb...what a farce...incidentally fyi...the Samsung once it was removed upstairs to my studio workshop it worked fine...the sky remote box...thats an interesting one...because it was attached to that and there was still one feint line down it...but I removed that and the line went away...Samsung said it was skys fault and sky said it was samsungs fault...so I will stick to netflix and friends on Amazon fire tv or on my smart tv....lol...Sky are going to phone me tomoz...lol...

Re: Sky stream connects to EE router but not broadband

fatcatsbythesea — Fri, 29 Nov 2024 12:48:33 GMT

just been told by sky that its an ee incopatibility issue...lol...black screen cant reset, wont load, even on a direct lan cable...so cancelled contract...ooops.