topic Re: SALUS iTG500 connection in Broadband & Landline

SALUS iTG500 connection

Rick62 — Thu, 20 Feb 2025 14:36:08 GMT

Hi, Just switched over from an old BT Hub to the New EE one but can't get my heating gateway (Salus It500) connected to the internet. Have plugged it into a LAN port (as with BT hub) but it doesn't connect..........any ideas?

Re: SALUS iTG500 connection

XRaySpeX — Thu, 20 Feb 2025 14:55:44 GMT

Which EE BB plan are you on including its speed? What EE router & WiFi extenders do you have (read label or post a pix)?

Re: SALUS iTG500 connection

Mustrum — Thu, 20 Feb 2025 16:12:01 GMT

@Rick62 Have you tried plugging the BT router back in? Which model is it?

If you can ask if you can keep the BT router if you have not already sent it back.

Re: SALUS iTG500 connection

Craig249 — Sun, 16 Mar 2025 17:39:01 GMT

Any update on this topic. I am having same issues with Salus iT500 gateway not connecting. I also have just upgraded to the new EE Smart hub pro with Wi-Fi extender from the BT router. Salus worked perfect with old router so it would suggest it is something to do with the EE hub?

Re: SALUS iTG500 connection

Mustrum — Sun, 16 Mar 2025 17:44:30 GMT

@Craig249 have you tried to Compatability option on the router to help with your Salus?

Re: SALUS iTG500 connection

Craig249 — Sun, 16 Mar 2025 20:20:52 GMT

No I have not. How do I do this?

thanks

Re: SALUS iTG500 connection

Mustrum — Sun, 16 Mar 2025 20:27:39 GMT

@Craig249 Sorry it is a WiFi function, but you say it is LAN connected in your other post.

For what it is worth, other have used a switch inbetween the Hub and similat devices. It seem some are not able to cope with the 2.5Gb ports on the hub.

Re: SALUS iTG500 connection

Craig249 — Sun, 16 Mar 2025 20:35:26 GMT

The device is connected to the hub via LAN and once on the network along with my phone I can then control the heating system. Hope this makes sense. The device connected to the LAN has a red light which mean it is not connected to internet. It was green with the old BT one.

thanks

Re: SALUS iTG500 connection

Rick62 — Mon, 17 Mar 2025 07:35:56 GMT

Hi. Yes all sorted with advice from the Salus technical support team. I added a LAN port splitter between the Salus gateway and the router and it is now all working

Re: SALUS iTG500 connection

Craig249 — Mon, 17 Mar 2025 08:29:25 GMT

Thanks Rick62

Was it a specific LAN port splitter you used or would any one do the job?

Re: SALUS iTG500 connection

Bigears40 — Thu, 18 Sep 2025 07:09:02 GMT

For everyone who is struggling with the Salus it500 internet thermostat the above answer is correct & is the only answer that works as it stops the intermittent conne tion to the salus server.The problem is due to the new routers being super fast which the Salus Server can not cope with so a workaround is needed to slow down the speed{to the Salus server only}

This is the answer I managed to get eventually from Salus

The IT500 connects to the internet using the gateway device into a compatible router. The green LED will appear if the gateway gets access to the internet via the router.

I've had a look at the specs for Sky Q routers online and the information I can find suggests their router has 4x Gigabit Ethernet ports.

Unfortunately there is a compatibility issue with some of the new routers supplied by Fibre broadband providers. The issue is that our gateways require a 10/100mbs speed Ethernet port and the Ethernet port speeds of these new superfast routers is 100x what our gateway was designed for.

However, there is a workaround, if you purchase (or you may already own one) a port switch, and run this between Port 3 on the router and the gateway, this will allow you to connect the gateway to the internet again.

One as simple as this would work TP-Link TL-SF1005D 5-Port 10/100 Mbps Desktop Ethernet Switch/Hub, Ethernet Splitter, Plug & Play, no configuration required : Amazon.co.uk: Computers & Accessories