Sky Glass can’t/wont connect to EE hub

[Lverka]

We live in a broadband blackout area (no cabled access and no line of sight to a Sky satellite), so our home broadband is supplied via cellular networks.  We have just installed an EE Smart 4G Hub as our previous ISP was hopelessly unreliable (they released us from the 2 year contract after 9 months because they could not provide reliable service).

All seemed well with the EE device except that our Sky Glass TV will not connect to the internet through it.  I have rebooted the TV and the hub and tried connecting the two via Ethernet cable - no success; Glass connects to the hub but then comes back with "There seems to be a problem with your broadband ..."

I have spoken with EE and Sky techical support and neither was able to suggest a possible solution.

Does anyone have any idea what I could try?  Otherwise I will have to return the EE equipment and revert to the previous ISP.

[Exiled-in-HH]

Are you sure you spoke to technical support or was it Customer Services?

[GD1]

@Lverka  Glass TV & Stream pucks need a minimum of 20mbps for HD & 35Mbps UHD, if the 4G signal isn't achieving these speeds your Glass TV can't connect.

What speed is the 4G sim giving you?

[Lverka]

  3 different people in Tier 1 tech support from different area, then escalated to Tier 2. After 45 minutes all he could suggest was low Mbps as the cause.

[Lverka]

When we were sold the glass we were told it need 9Mbps - that has now upped to 20-30 Mbps.  With our previous ISP we were getting speeds anywhere from 0.5Mbps to 14Mbps and the Glass connected to the internet (not at the lower end but definitely at speeds anywhere from 7Mbps and up albeit with some buffering).  The EE device is giving us speeds in the 18-25 Mbps range and Glass will not connect.

[GD1]

@Lverka  As per https://www.sky.com/help/home/sky-tv/sky-tv-glass/sky-glass-faqs/articles/sky-glass-faqs

Broadband requirements

Sky Glass works over broadband, so there’s no Sky dish needed.

Minimum recommended broadband speeds apply and might change depending on your package. We’ll recommend these before you place your order.

You may need faster speeds to get the best experience. Especially when watching in UHD or streaming on more devices at the same time with the Whole Home pack. For more info, see Broadband speeds explained. We also recommend a fibre broadband connection.

If you’re with another provider, you'll need to check your broadband speeds with them.

Recommended minimum broadband speed of 25Mbps. Or 30Mbps if you add an extra Sky Stream puck or to watch in UHD.

[TimmyBGood]

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@Lverka wrote:

 The EE device is giving us speeds in the 18-25 Mbps range and Glass will not connect.

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Glass not connecting at all is different to the content delivery not working well due to low speed.  A complete inability to acknowledge there's an internet connection suggests a network configuration rather than a speed issue.

[Lverka]

@TimmyBGood  That was my thought ... perhaps the APN ... or perhaps IPv4.6 vs 4.0?

[Exiled-in-HH]

That technical support was it from Sky or EE?

[Jporch316]

There was an issue on here a year ago with 3 mobile routers. The users had to change the dns on the routers to Google / cloud fare generic dns 

there's also a possibility that the ip address that the EE router is allocating to your tv is not recognised....  this would need dealing with by skys technical team 

[Lverka]

@Exiled-in-HH  Both - first EE, then Sky. I literally spent 3 hours on the phone with them trying to get it sorted ... to no avail.

[Lverka · Accepted solution]

I give up, the EE box just has too many issues - aside from not connecting to the Glass, it is incompatible with my VPN and will not work with my preferred browser DuckDuckGo (but only on some of my machines).  I have gone back to my previous ISP and negotiated a change in equipment which will hopefully provide me with more consistent and reliable service.  The EE box will be going back to the store.