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This afternoon, I spoke with my PC's tech support and they checked the driver version on the network card, which was out of date by 3 years.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

[Ewan15]

@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.

[steveoliver]

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? 🤔

[bobpullen]

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@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)??

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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...

1. Check your parental controls settings via the EE app and ensure there are no active schedules or rules applied to the desktop PC.
2. 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?
3. 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).
4. When the problem occurs, are you able to ping the router from a command line using 'ping 192.168.1.254'?
5. Is the problem specific to a single web browser? Have you tried a different web browser?

[steveoliver]

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

[XRaySpeX]

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

[steveoliver]

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.

3)

4) Yes a ping works fine.

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

Thanks

Steve

[steveoliver]

Cheers for the advice! 👍

[bobpullen]

@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.

[steveoliver]

@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.

[XRaySpeX]

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.