New EE Hub not connecting to Aurora AOne Hub

[NAEW1]

We have recently switched from BT to EE full fibre. All of our devices transitioned to the new hub apart from the Aurora AOne Hub (the red exclamation mark flashes). We have been in touch with AOne support and they are blaming the EE firewall settings. However, because the device is not showing up on our list of devices we cannot alter the firewall settings for the device. Does anyone have a solution. We have done the obvious reboot of the EE Hub and Aurora AOne Hub. We have also reset the Aurora AOne Hub back to factory settings.

[JimM11]

@NAEW1 @Mustrum has responded in the meantime regarding your request, so follow the port fwd required in the setup. EE router will be blocking and Ethenet connected, can take up to 20 seconds to establish, but you should see it in the hub manager link i sent earlier, you can forget about the 5Ghz switch off as not a wireless device.

[NAEW1]

Dear Mustrum

Thank you for your message. It is indeed the EE Smart Hub Plus. When I log into the Hub manager and go to advanced settings I see the firewall section which has two tabs. The first tab is called port forwarding but the Aurora hub doesn't show up. The second tab is called Configuration and has a UPnP on and off switch and DMZ on and off switch. So I am not sure what I need to do. Any help would be appreciated. 

[NAEW1]

Thanks JimM11 the device is not showing up and so I cannot proceed with the port forwarding.

[Mustrum]

@NAEW1  is UPnP on or off, it should be on.

Do you have any firewall rulles set?

Do you have any parental controls set?

[NAEW1]

Hi Mustrum.

The UPnP switch is on and the DMZ is off.

I do not have any specific firewall or parental settings (all factory settings).

[JimM11]

@NAEW1 Will let @Mustrum run with you since he is on the case, stops the bombardment of info to you!

[Mustrum]

@NAEW1  OK

so what broadband speed do you have?

and which BT Router?

[NAEW1]

It is the EE Smart Plus Hub. The download is 926Mbps and upload is 110Mbps

[NAEW1]

Thank you JimM11

[Mustrum]

@NAEW1  

third time and which BT Router?