Sky stream connects to EE router but not broadband

[Sara44]

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! 

[lettice]

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.

[Sara44]

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

[Nigelb1972]

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

[Chrisee]

@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.

[Sara44]

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? 

[Sara44]

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.....

[Nigelb1972]

@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 

[Chrisee]

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@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 

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That was my thought also. 

[Sara44]

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

[Exiled-in-HH]

What is the IP Geolocation of the router?

[Sara44]

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? 

[lettice]

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@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? 

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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.

[Sara44]

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?

[Padam_Padam]

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@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?

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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.