Dimplex Hub Cannot Connect - Confirmed IPv6/DNS/Firewall Conflict with EE Router

[Richardburn]

I have a Dimplex hub that monitors my storage heaters but since installing my new EE router, the Dimplex hub no longer works. The core problem I’m having is that the Dimplex Hub's connection to the Dimplex Cloud server is being blocked by the EE Smart Hub, evidenced by the Solid Red Power Light {⚡️

With help from Gemini I have tried several possible solutions  (All Failed to Fix):

1. Confirmed Hub is ON: Power cycled the Dimplex Hub and the EE Router multiple times.
2. Confirmed Physical Connection: The Dimplex Hub is connected directly to the EE Router via a working Ethernet cable.
3. Confirmed Dual Device Failure: The system cannot be found via Bluetooth for setup on two separate devices (Phone and iPad).
4. Disabled IPv6: Logged into the EE Hub Manager and set the IPv6 Allocation Mode to 'Off' to bypass known network conflicts.
5. Changed DNS: Changed the router's DNS server to Google DNS (8.8.8.8 / 8.8.4.4).
6. Confirmed Technical Diagnosis: Dimplex support confirmed this behaviour is a known, recurring issue with the EE network configuration.

The Technical Conclusion (Needs EE Investigation):

The issue seems to be a deep firewall or routing conflict within the EE network configuration that is blocking the Dimplex Hub's necessary outgoing traffic over ports:

• Ports: 80, 443, 5671, and 5672 (for secure cloud communication).

The hub is not faulty; the EE network is preventing its connection.

if this is a known issue, is there any timescale on a resolution?

[XRaySpeX]

Try setting up Compatible WiFi on the router under Advanced > Wireless Settings & connect your device to that.

[JimM11]

@Richardburn If you look on the EE Router web manager, do you see that the device is indeed connected on one off the Ethernet ports?

[Richardburn]

Thanks for the reply, it’s not the WiFi that’s the issue as the Dimplex hub is connected to the EE router via Ethernet.  I think the issue is with how the router passes data to Dimplex cloud server, which seems to have something to do with the EE router firewall.

[JimM11]

@Richardburn Does that Dimplex hub have a light that confirms it is connected on the Ethernet port of the EE Router, the hub is an old spec device 10/100Mb/s speed, 100 is fine and the 10 may not be, if you are using a EE Smarthub+ router, there is a 20/30 Second delay for Ethernet port connecting, and you either need to see the Hub light on for Ethernet or look and confirm that it is attached fine to the Router via the web manager interface or possibly on the app!

[Richardburn]

The web manager reports no connected Ethernet devices, even though the hub is physically connected and has a green light next to the port. I also have a newish power line adapter that seems to working ok, again, connected via Ethernet. I need to do a few checks to see if it’s actually passing data I think!

[Richardburn]

I just connected my music server to my EE extender, which is connected via Ethernet on a power line extender and it works fine, still no sign of the connected devices on the web manager though… 

[bobpullen]

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@Richardburn wrote:

The issue seems to be a deep firewall or routing conflict within the EE network configuration that is blocking the Dimplex Hub's necessary outgoing traffic over ports:

• Ports: 80, 443, 5671, and 5672 (for secure cloud communication).

The hub is not faulty; the EE network is preventing its connection.

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There's no way the EE network is blocking ports 80/443. You'd be without access to the majority of the Internet were that the case.

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@JimM11 wrote:

... the hub is an old spec device 10/100Mb/s speed...

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Is there a chance the device in question only has a 10Mbps Ethernet port? If so, this may be of relevance: -

"Some of the latest EE hubs do not support 10Mbps Half Duplex ethernet ports. If you think you have a device with one of these ports, you may need to connect it to your hub using a switch. You can also try connecting it to the LAN port on one of your Smart WiFi extenders instead if you have them."

Only other thing I'd suggest checking is whether or not anything is being blocked by the Advanced Web Protect feature (this is accessed using the EE App after pairing it with your hub).

[Richardburn]

Thanks @bobpullen , I’ve tried the Dimplex hub via Ethernet on my smart Wi-Fi extender but the error is still there. I don’t have a switch but I could get one and try that, does that somehow slow the connection speed?

I haven’t had much luck with the EE app, it seems pretty flakey (unless you want to buy something!) when I use the manage tab and select broadband, the only option I get is to upgrade…

[JimM11]

@bobpullen The spec of the Dimplex hub is about as old as one can get spec wise, wireless N device also wap2 operation and 10/100 nic Interface so not got much going for it with respect to the plus Nic ports also!

@Richardburn Try a Tp-Link TL-SG105S, i have tested 10/100Mb/s at both speeds and combined input's to the switch and 1Gb/s remains up at the + Router connection side. Not saying it's the cure for yours but your not getting anywhere currently fighting the connection. Link below if you wish to get the extra cable for power, and Ethernet if you don't have one kicking about to connect the switch you will need a patch cable also!

Solved: EE Smart Hub Pro – Ethernet Ports Dropping Connection Overnight - The EE Community