topic Re: Ethernet Ports on new Smart Hub Pro Not Working - HELP! in Broadband & Landline

Ethernet Ports on new Smart Hub Pro Not Working - HELP!

steveoliver — Wed, 06 Nov 2024 16:01:35 GMT

Hi, have just moved to EE from BT and received the SH403 Smart Hub Pro router. Wifi all good. I have a desktop PC with a 2.5Gbps port and swapped the cable from my old BT SH2 router into the new SH403, and internet over the ethernet to my PC doesn't work. After an unproductive 4 hours online to an EE person, we decided to swap the router for a new one. It arrived today and it's exactly the same as the first one. No internet over the connection *or* connection to Google sites only....... I say "or" because, if you play with disabling/reenabling the PC's ethernet controller, *sometimes* it starts working with Google sites only and very occasionally, at full connectivity.
This afternoon, I spoke with my PC's tech support and they checked the driver version on the network card, which was out of date by 3 years. Thought that would fix it, but it didn't....
If I plug my old BT router back in, it all works fine again...

Anyone, any ideas please? ☹️

Re: Ethernet Ports on new Smart Hub Pro Not Working - HELP!

Mustrum — Wed, 06 Nov 2024 16:21:01 GMT

@steveoliver what spec is the ethernet cable you are using?

Re: Ethernet Ports on new Smart Hub Pro Not Working - HELP!

steveoliver — Wed, 06 Nov 2024 17:11:22 GMT

Well, I swapped it to the one that came with the router to be certain of compatibility (and I'd already tried the one that came with the first one they sent me).

Re: Ethernet Ports on new Smart Hub Pro Not Working - HELP!

Mustrum — Wed, 06 Nov 2024 17:34:18 GMT

Do you have any other device with an ethernet port?

Re: Ethernet Ports on new Smart Hub Pro Not Working - HELP!

Northerner — Wed, 06 Nov 2024 17:40:32 GMT

Hi @steveoliver

Have you checked the ethernet ports are active on the router settings.

Thanks

Re: Ethernet Ports on new Smart Hub Pro Not Working - HELP!

steveoliver — Wed, 06 Nov 2024 21:50:06 GMT

Unfortunately I don't...

Re: Ethernet Ports on new Smart Hub Pro Not Working - HELP!

steveoliver — Wed, 06 Nov 2024 21:52:11 GMT

By the fact that there is a connection established, and sometimes there is some internet connectivity I assume they are enabled. There's no reason why they should have been disabled, and in the first EE router the 'technician' reset the port and it didn't solve the issue.

Re: Ethernet Ports on new Smart Hub Pro Not Working - HELP!

steveoliver — Wed, 06 Nov 2024 21:56:18 GMT

Does anyone on this forum actually have a working device connected via ethernet and getting full speed internet connectivity through it from a Smart Hub Pro (not Plus)??

TBH I think I shall end up sending EE a snotty email detailing the problems and asked them to sort it. In the meantime I'll go back to my BT hub setup because at the moment I can only get 140-odd Mbps through WiFi to this desktop when I'm paying for 900.

Re: Ethernet Ports on new Smart Hub Pro Not Working - HELP!

Mustrum — Wed, 06 Nov 2024 22:37:46 GMT

@steveoliver if you enter Hub Pro in the search box you will find plenty of threads where people have reported how they got on - an example https://community.ee.co.uk/t5/Broadband-Landline/Smart-Hub-Pro-Hands-On-The-good-the-bad-and-the-ugly/m-p/1441872

That said there have been reports of people with issues, but these seem to be with heating controls and slower speed network interfaces.

A way around for them was to put a small 5 port switch inbetween the device and router. Given you have changed routers and cables it is only that one device you have not changed, so worth getting some way to try something else.

Re: Ethernet Ports on new Smart Hub Pro Not Working - HELP!

steveoliver — Wed, 06 Nov 2024 22:45:48 GMT

Thanks, yes I have read those messages and no one seems to have specifically mentioned linking a PC or laptop via ethernet. I agree I could do with plugging something else meaningful in to the ethernet ports so have just ordered a USB to ethernet device to see if that works as the interface to the PC. Honestly I'm not sure I should have to be spending additional money to make this work though!

Re: Ethernet Ports on new Smart Hub Pro Not Working - HELP!

Ewan15 — Thu, 07 Nov 2024 07:45:01 GMT

@steveoliver With my PC I found that the built in Ethernet card could not handle the faster connection. Now I have changed over to a USB to Ethernet cable the PC connects to the network with speeds approaching 900mbps.

Re: Ethernet Ports on new Smart Hub Pro Not Working - HELP!

steveoliver — Thu, 07 Nov 2024 07:55:43 GMT

Thanks for your reply. The card in the PC is marked as 2.5Gps but I've ordered a LAN to USB PC connector to see whether that fixes it, so will see. I wonder if there's a setting to make the network card 'do' 2.5? 🤔

Re: Ethernet Ports on new Smart Hub Pro Not Working - HELP!

bobpullen — Thu, 07 Nov 2024 09:32:50 GMT

@steveoliver wrote:
Does anyone on this forum actually have a working device connected via ethernet and getting full speed internet connectivity through it from a Smart Hub Pro (not Plus)??

Yes. I have connected a desktop directly using a 2.5GbE Realtek NIC and also a couple of 2.5GbE unmanaged switches, all working without issue.

By the sounds of things, the Ethernet connection itself is establishing OK, is that right? Few things that might offer some clues...

Check your parental controls settings via the EE app and ensure there are no active schedules or rules applied to the desktop PC.
Right-click the network connection in the system tray, click 'Network & Internet Settings' and scroll down to the link speed. Does it display as 2500mbps?
From a windows command line type 'ipconfig /all' (minus quotes) and hit Enter. Copy/paste the results here (you might want to obscure the MAC/Physical address if you're sensitive to that info being shared in public).
When the problem occurs, are you able to ping the router from a command line using 'ping 192.168.1.254'?
Is the problem specific to a single web browser? Have you tried a different web browser?

Re: Ethernet Ports on new Smart Hub Pro Not Working - HELP!

steveoliver — Thu, 07 Nov 2024 13:00:02 GMT

Um, "maximum flood limit reached"? Can't post a reply to you...?

Re: Ethernet Ports on new Smart Hub Pro Not Working - HELP!

XRaySpeX — Thu, 07 Nov 2024 13:01:32 GMT

Take a pix of it & Use the Camera icon above your text to upload an image file to here.

Re: Ethernet Ports on new Smart Hub Pro Not Working - HELP!

steveoliver — Thu, 07 Nov 2024 14:03:52 GMT

Hi Bob, Thanks for trying to help. Yes the ethernet connection is establishing it's just internet access...
To answer your other questions...

1) No parental controls set

2) Yes it confirms 2500 Mps Link Speed.

4) Yes a ping works fine.

5) Also occurs with Edge as well as Chrome - just Google sites can be accessed.

Thanks

Steve

Re: Ethernet Ports on new Smart Hub Pro Not Working - HELP!

steveoliver — Thu, 07 Nov 2024 14:04:23 GMT

Cheers for the advice! 👍

Re: Ethernet Ports on new Smart Hub Pro Not Working - HELP!

bobpullen — Sat, 09 Nov 2024 12:11:32 GMT

@steveoliver - that 0.0.0.0 default gateway entry looks suspcious and I'm not sure where it's coming from. Possibly some software that's installed on the machine. Might be a red herring but to hopefully rule it out, try: -

Windows key + R
Type ncpa.cpl and hit Enter
Right-click your Ethernet connection and left-click Properties
Highlight 'Internet Protocol Version 4 (TCP/IPv4)'
Click Properties
Enter info as per screenshot below and then OK to save the changes

If that works, then no harm leaving things as they are. Just remember that you've done this if you ever change hub in the future as you may need to undo the changes to avoid problems.

Re: Ethernet Ports on new Smart Hub Pro Not Working - HELP!

steveoliver — Mon, 18 Nov 2024 16:36:03 GMT

@bobpullen Hi Bob, thanks for your patience. So, I have tried a few things, one of which has worked but I have no idea at all as to why...
a) I tried a USB to Ethernet adaptor instead of my onboard network card - that didn't work at all and couldn't see any connectivity. That's already being refunded...

b) I tried your suggestion above and I'm afraid it made no difference.

c) I plugged the ethernet lead from the PC into the 4-port switch that's connected to the router for other things, and this works perfectly... go figure... because I can't.

So the TP-Link switch as a middleman works perfectly and immediately, but directly connecting the PC to the router just will not work. I'm happy with this but don't understand it at all.

It's weird because *sometimes* the process of looking at the network settings and 'playing' makes it work, and *sometimes* the link just starts randomly working 10 minutes later. It's so bizarre. Any ideas? Because I think I will just leave it like this as BT has asked for their old router back now.

Cheers for all your help.

Re: Ethernet Ports on new Smart Hub Pro Not Working - HELP!

XRaySpeX — Mon, 18 Nov 2024 16:39:24 GMT

Yes, I seen some reports where using a switch as a middleman works when a direct Ethernet connection doesn't. There must be something non-standard about the EE SH Plus's LAN ports.