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 You may have to try going into the EE router manager, turn of the 5Ghz band TEMP, then try to pair your device to the router, IF it pairs then turn the 5Ghz back on, remember to save settings on the EE each time, http://192.168.1.254 will get you to the router manager, and you will need the card for password admin manager.

Other setting's may be required but lets cross that bridge after you try 1st.

[Northerner]

Hi @NAEW1 

If it's connected via ethernet then try restarting the AOne hub and connecting it back up. Also try another ethernet port. 

If you go into the EE router settings you can see what devices are connected. 

Thanks 

[NAEW1]

Dear JimM11

Thank you for your reply. I have tried what you suggested and still the issue remains.

Best wishes

Nick

[JimM11]

@NAEW1 Do you wish to go further with setting's do not know much about your device?

Take it that this hub, connects via ethernet, just saw the posting to @Northerner 

[NAEW1]

Dear Northerner

Thank you for your message. I have tried different ports and rebooted both hubs, but no joy.

Best wishes

Nick

[NAEW1]

Thanks JimM11. I am hoping someone else has had the same issue and can advise on the solution. It only happened with the switch from BT to EE hub. So it must be a setting on the EE hub. Fingers crossed we can get it connected.

[JimM11]

@NAEW1 Did you see the posting edit, does your device connect to the EE router with an Ethernet cable, was replying when you sent the reply to @Northerner 

[Mustrum]

@NAEW1  you do not say which EE Hub you have but I assume it is the Smart Hub Plus? One of it's features is a lack on upnp. 
During initial setup, the AOne uses that to open a number of ports, which it cannot do on the EE Hub.

So you have a couple of choices:

1. Log into the Hub and open them manually.

2. Depending on the BT Hub you have, just use that.

What speed broadband do you have and which BT Router?

From https://auroralighting.com/downloadsdoc/Aurora_Lighting_AOne_Zigbee_Technical_Document.pdf 

Hub needs a secure encrypted connection to any Device attempting to
connect via the internet. This is in order to download unique information about the Device, created by
the AOne  app. This security prevents any other Device from connecting to the Hub.
To do this, the Hub uses specific ports not normally used for other network traffic:
UDP Ports 5560 - 5566
UDP ports 5562, 5565 and 5566 are used initially to establish a secure connection.
TCP Port 5568
If UDP ports are not available, the slower and less secure TCP port will be used.
TCP/UDP Port 8883
This is required for the MQTT Service (a communication technology used by the System) to work
correctly.

[NAEW1]

The Aurora AOne Hub has to be constantly connected via an ethernet cable. One of the downsides in terms of location.