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.

[NAEW1]

It is not a BT router. It is the EE Smart Hub Plus SH32B. 

[JimM11]

@NAEW1 You are being asked what BT router you HAD before the EE one now!!!!

[NAEW1]

Sorry...it was the BT Smart 2 hub

[Mustrum]

@NAEW1  ok thanks.

The reason for the question is that router will work on EE, although you may need to log into it and change port 4 to a WAN port rather than a LAN depending on the version you have.

Could you try using it and connect up the AOne to the BT hub, and then take a note of the port settings if all works?

[NAEW1]

The only problem is we have sent the old equipment back.

[Mustrum]

Ah ok, I thought this was a recent change from BT and you would still have the BT Hub. Always worth keeping the old hub until you get everything working on a new one!

Is the AOne connected directly to the EE Hub? Not through a switch or Powerlines?  How long is the cable

I think you have already changed the ports and cable?

[NAEW1]

I agree lesson learnt...I should have kept the BT Hub! The 1 meter ethernet cable is directly wired into the router and I have tried 3 different ports. I have also used two different cables.  

[Mustrum]

@NAEW1  have you done a factory reset of the AOne whilst it is connected to the EE Hub?

[NAEW1]

I have done a factory reset of the AOne hub whilst connected to the EE router.

[Mustrum]

Other than trying that again in another port, not sure what else I can suggest at the moment.

Did not have this issue with my Hue Hub, and Alexa controls Zigbee lights for me.