New EE router not working with Smart Plugs

[Tony1405]

I am having exactly the same problem with a brand new router that has been supplied to me for a home move, it will not connect any of my Teckin smart plugs or switches that worked perfectly with my Netgear router and BT home disce in previous house. So I thought OK i'd use the Netgear Nighthawk 7800 router only to find it won't connect to the fibre internet (tried resetting the router to factory defaults) all to no avail - going to ring EE to see what is going on!! BTW only waited 5 months for the home move to be completed!! (6 different teams to install the fibre cable)

Even the Echo DOT was flaky and has dropped out twice!

[XRaySpeX]

@Tony1405 : What EE BB plan are you on? What EE router do you have?

That Netgear does not incorporate a modem. That's why it won't work on its own.

[Tony1405]

Hello XRaySpex, it is a VDSL/ADSL modem router Nighthawk X4S (Model 7800.)

A call to Matthew in technical sorted it out (thanks Matthew) , the Netgear needed a login to the internet services, when I re-set the modem back to factory defaults it wiped the login. It is now up and running and all smart switches work with this modem, just not with the EE supplied one?

FYI, I am on Full fibre and the EE router was the one supplied "Smart Router" it now back in its box!

[Mustrum]

@Tony1405  as you have discovered that Netgear does very much work with EE. They make two versions, sounds like you have the D7800 which can work with DSL or fibre, the R7800 is fibre only or needs a modem for DSL circuits.

Just so you have some documentation, the following Help Page shows the settings you needed. https://ee.co.uk/help/broadband/getting-started/using-and-configuring-a-third-party-router 

Glad you got it sorted though.

[XRaySpeX]

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@Tony1405 wrote:

Hello XRaySpex, it is a VDSL/ADSL modem router Nighthawk X4S (Model 7800.)

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Really? On Netgear site there's not 1 mention of any VDSL/ADSL connectivity, it comes with only an ethernet cable & no DSL cable & it talks about having to connect it to modem before you can use it.

However as you are on Full Fibre it doesn't need to incorporate a modem as the ONT is the modem. All you need to do to it is set its WAN settings to PPPoE with EE/BT's BB Username & pwd as you eventually found out.

@Mustrum : I don't believe the modem router version (C/D/G? 7800) is sold in UK.

[Mustrum]

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@XRaySpeX wrote:

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@Mustrum : I don't believe the modem router version (C/D/G? 7800) is sold in UK.

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Not any more, but it was not that long ago the top of the range and was very much sold in the UK.

https://www.downloads.netgear.com/files/GDC/datasheet/en/D7800.pdf 

Still a few second-hand ones around.