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

[steveoliver]

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This afternoon, I spoke with my PC's tech support and they checked the driver version on the network card, which was out of date by 3 years.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? ☹️

[Mustrum]

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

[steveoliver]

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).

[Mustrum]

Do you have any other device with an ethernet port?

[Northerner]

Hi @steveoliver 

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

Thanks 

[steveoliver]

Unfortunately I don't...

[steveoliver]

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.

[steveoliver]

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.

[Mustrum]

@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-ugl... 

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.

[steveoliver]

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!