EE Smart Hub plus stops some apps running on Amazon firestick

vigman

https://forums.moneysavingexpert.com/discussion/comment/82103257#Comment_82103257

Yes, powered direct to mains thNks

vigman

https://forums.moneysavingexpert.com/discussion/comment/82103190#Comment_82103190

Yes, Firestick on mains supply.

vigman

Update: With a direct Ethernet connection to my smart TV form the EE SH31b, the same apps eg Netflix also won’t run

I had an email to accept, change or cancel the fibre upgrade from Open Reach. I clicked cancel then rang EE to confirm. They told me it was impossible to cancel and all I could do was put off the upgrade for another month!?

They said these issue should sort themselves out after the upgrade, but that makes no sense. The Wi-Fi and Ethernet connections remain the same on the router however the service is received. I explained this is how I watch television but their only comment is tell the engineer setting up the service. Having many years of network connectivity problems myself, this doesn’t give me great hope.

The only comment I have had from an IT network colleague is that the Smart Hub is pointing to IP addresses that don’t provide full streaming services on some platforms.

I could change my service to Virgin for example, but I lose the very valuable free international phone calls I get with EE.

Any other thoughts please.

TIA

flaneurs_lobster

Have you now acquired a smart tv?

Try for that upgrade to a Smart Hub 7, or at least ask that the install tech has one available to test.

vigman

https://forums.moneysavingexpert.com/discussion/comment/82108856#Comment_82108856

Had the Sony smart TV for years but only ever used the Firestick. Unfortunately it’s Openreach who do the upgrade so I doubt they will have an EE hub with them? Unfortunately the Smart Hub 7 plus and 7 pro don’t have DSL connectivity so I can’t test them prior to an upgrade otherwise I’d ask EE to send one for testing now.

flaneurs_lobster

https://forums.moneysavingexpert.com/discussion/comment/82108931#Comment_82108931

Just that your earlier post on 14/08 said no smart TV.

So that is now 2 devices that can't run Netflix (and other streaming apps).

Is the TV of a similar vintage to the Firestick? Still getting app updates?

Not sure it matters but are the devices on which you can play Netflix using a browser or an app?

I'd be wanting to eliminate a hardware issue by swapping the Firestick for something newer/different - any chance of borrowing a device - or risk an upgrade with Amazon, think there's a 20% trade-in deal.

mrcrumb

What DNS server is that router telling your devices to use. Is it one of EE servers that blocks content. Have you got WebProtect or Advanced WebProtect enabled on your account. The default setting may have changed when the router changed.

vigman

Very interesting update. I have to live 6 months in two places. I have just come back to the second location in a completely different area, and I have EE fibre on an SH31b router running a Firestick over Ethernet (and Wi-Fi if selected) with no issues! It works on an old original Firestick and a second generation Firestick. The setup also worked with this router over copper?

I cannot think what is happening in the first location that causes the Firestick apps to fail when the original Brightbox router is swapped for the Smart Hub Plus currently over copper?

A very experienced network colleague has said he has experienced EE problems which are caused at the exchange?

vigman

https://forums.moneysavingexpert.com/discussion/comment/82110429#Comment_82110429

Thanks, I have had to return to another location for a while so can’t check the DNS server used on the problem set up. I will check the WebProtect and Advanced WebProtect when I get back. The DNS on the working EE setup is 81.139.56.100

mrcrumb

https://forums.moneysavingexpert.com/discussion/comment/82113832#Comment_82113832

I think there’s a good chance the issue is with WebProtect as it can be over cautious blocking content. You can turn this off in your EE settings on their website (not the settings in the router).

I am using pi-hole as my DHCP and DNS server (with DHCP off in the router). This filters and passes requests to Quad9 servers. When I remove/unplug the pi-hole and go back to “out of the box” settings on the BT SH2 router and Web Protect on in EE settings some of the Apps on my Roku streaming stick don’t work. I don’t have Netflix so can’t test it.