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 Can you http://192.168.1.254 to the hub manager, on 1st page click on the My network box, once expanded, you will see ethernet connections, for ports 1,2,3,4 of the EE router, one of them will be you laptop connection say Port X, and devices - 1, the other should be if connected the AOneHub Port Y, and devices - 1. Can you confirm that you are seeing anything like this? 

If you then click on the port box it trims down info to show device, IP Mac etc, if it can, sometimes devices just do not like to play, mine is bad for the Ring Doorbell, hit or miss if displayed via web interface, but 100% working, so i call it an oops the router just not getting it right, can happen!!!

Will watch for your post back.

[NAEW1]

Hello JimM11

I have logged on as you have requested. My laptop is showing up on Port 3 as one connection. However the other ports are blank despite the AOne being plugged directly into Port 2. 

[JimM11]

@NAEW1 Swap them over laptop will go to port 2, need to no port is good, takes 20 seconds for the port to recognise a device, refresh if you need to, off to dinner now, wife shouting at me, 

[NAEW1]

Now Port 2 is connected and Port 3 is not. Like you, I'll take a break from this. Really appreciate you and Mustrum's help this afternoon.

[JimM11]

@NAEW1 No problem, when you get back to it, next is Laptop down to the router were the Aonehub is, cable out of the Aonehub and plugged into the laptop, that checks the cable from laptop to port, you will see on laptop screen. Later see you when back, were here to help if we can!!

[Mustrum]

Hey @NAEW1  a late Sunday night thought, given everything you have said and the results you have posted, My conclusion is that either the AOne hub is faulty, or incompatible with the EE Hub. Hence only way forward is to change one or the other. There have been reports that the EE hub has had issues with LAN ports coping with mixed speeds so I wonder if you have either a LAN switch, another router, or another AOne Hub?

Failing any of those options, a neighbour/friend that you could try the AOne Hub?

What do you think?

[JimM11]

@Mustrum Did you see were i was going with the request's, had same thought's tried an old 100mb/s switch on the router couple months ago, simple reason it had led's on the switch so i could see what was going on, while working out this 20 second delay before the ports pick up, had no issue uplink on switch to router, but will double check on Tuesday, Grandson baby duties today, did think about if OP could tether mobile to laptop, and connect the Aone to his laptop nic, but that may be stretch to far. Other thought was if there was a wireless booster in home with nic port plug in there. But need to get the laptop down to check the cable out first, do know his port is good though. Later

[NAEW1]

@Mustrum and @JimM11 I found a solution! I connected a Netgear Gigabit Ethernet Smart Managed Plus Switch (GS305E) to the EE Hub and also connected it to the Aurora AOne Hub. The Aurora AOne Hub started up perfectly and the AOne app said the hub needed to updated which it duly did. I have to say it is working better than previously. Not sure why this worked, but I remembered I had the Netgear equipment for the back of the TV to connect all the devices with ethernet cables. I now need to buy another one for the TV!

Thank you to you both for all your help.     

[JimM11]

@NAEW1 Thanks for getting back, you fought the hard fight, and won, it's difficult on the EE router without the ports on it with no led's for status to see what's going on with it. Good thinking on your behalf @Mustrum and @JimM11 are going to sit back now. Not many using your type of control gear, and i do thank you for posting your reply, good incase anyone else searches for solution. Have a good one.👍

[Mustrum]

Hey @NAEW1  glad you got it working in the end. Not an easy fix, and not how it should work.

That said, ISP routers are trying to do more, but there is so many things trying to connect to them, and customers wanting everything for less money it is not surprising things can go wrong.

I recently had to upgrade my Netgear Switch under the TV to 8 ports, as not just the TV, but Firestick, Sat Box, Hue Hub, Sonos and so on all needed internet. That said though a 100Mb connection is all most can cope with, but at least the switch allows for  and cope with this.

Last top tip though, unless you have EE Digital Voice or EE TV, do consider investing in a decent router, I have yet to find an ISP Router that does all the things I want!