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?

[Richardburn]

I bought the TP link switch, sadly, the fault remains the same. It seems odd that the Dimplex hub can’t connect to my phone via Bluetooth, the Dimplex app initiates the search but can’t find the hub. There doesn’t seem to be any other way to pair with it either. 

anyway, I think I’m at the end of the road now and I’ll just have to control my heaters manually. 

This is just another reason I wish I had not ‘upgraded’ my old BT hub to EE!

thanks to all for the help and suggestions!

[JimM11]

@Richardburn Can you explain how you wired them both please! There is also a green light on the Tp-Link switch turns Green when connected!

[Richardburn]

TP switch lan port 1 to lan port 4 on EE router.  Dimplex hub to lan port 5 on TP switch. 

[JimM11]

@Richardburn Reverse the connections although it should not matter but i do follow the old switch rules, So Dimplex to the switch on the lan port that is marked 1, and lan port 5 to the back off the EE Router. Both Green lights should flash for connected! Going to have a quick look at the EE Router are you Plus or Pro EE Router? side although i no longer use, that it is not Auto Wan port enabled would use one off the other EE Ports to check it if free?

[Richardburn]

Worth a try but no change…

I’m beginning to suspect that the Dimplex hub is faulty. Maybe just coincidence that it was working ok until I changed routers.

when I first started with this, I managed to connect the hub to my phone via Bluetooth but setup failed when I put in my Wi-Fi password. From that point I’ve not been able to pair at all using either my phone or iPad. It should be possible to set up the hub to use Wi-Fi without any Ethernet connection (I think) but I can’t pair, with or without an Ethernet cable connected.  

I’ve tried factory reset but no luck there either! 

[JimM11]

@Richardburn On the Tp-Link switch do you have a green light on Port 1 lan and port 5 lan off it, KEEP away from the port 4 WAN connection on the back off the EE at present! I don't have a EE to look at now and not sure if it has a separate wan only connection!

[Richardburn]

I do have both green lights on the switch, flashing… 

when you say keep away from port 4, I’m not sure exactly what you mean? On my EE router, port 4 is labelled as lan and is yellow, the same as 1 to 3. The wan is red and below the lan ports.

[JimM11]

@Richardburn Got it was taking a look at the EE help so 4 ports are available to the web manager and a separate wan connection! You should be able to see the hub connected on the web manager now it will be displayed as Port 4 Devices 1 on the My Network.

[Richardburn]

I had a response from Dimplex support, pretty vague but not sounding good, copied below…

The issue you're having will be to do with an on-going issue with signals from the hub through EE, this is caused on EE's side and currently there's no timeline on a fix as the issue isn't on our side of things. 

I'm really sorry to give you the bad news, but there's nothing we can do to fix this issue. 

[JimM11]

@Richardburn What do you see with reference to the web manager interface is there still no attached device on that port 4?