Router ethernet connection to an alarm system not recognised by router, any sugg

[Bill2412]

The network diagram shows nothing connected to to the router, any suggestions what ma be stopping it?

[JimM11]

@Bill2412 What EE Hub are you using and also do you happen to know what the spec of the Alarm Ethernet port happens to be speed wise, ie 10/100/1000Mb/s rate? If you check the cable etc by plugging in another device with an Ethernet port at the Alarm side off the connection that will let you know the path back to the Hub is good! 

[Bill2412]

Hello William,

Thank you for contacting Yale Customer Support for the UK & Ireland.

Further to our conversations, given that your internet service provider is EE, this actually explains why your Yale alarm hub is struggling to stay online.

We want to point out that connection issues with EE routers are a known and common issue. Certain default configurations on EE’s equipment block the Yale Sync Alarm hub from maintaining a stable connection to the Yale servers.
Got this responce from Yale, any thoughts hoe to do it?

Unfortunately, there is nothing we can change from the Yale side to override these router settings.

To resolve this, we strongly recommend contacting EE again and asking them to: Open ports 5222 and 8765 on your EE router; Ensure your router's DNS settings are configured to use 8.8.8.8.

These ports must be open for the Yale alarm hub to register and communicate correctly with our server.

Once EE adjusts these settings, the hub should be able to stay online without dropping off the network.

If you have any questions or concerns, please don't hesitate to reach out to us.

[Bill2412]

Hi Jim, see the response from Yale on this matter.

Hello William,

Thank you for contacting Yale Customer Support for the UK & Ireland.

Further to our conversations, given that your internet service provider is EE, this actually explains why your Yale alarm hub is struggling to stay online.

We want to point out that connection issues with EE routers are a known and common issue. Certain default configurations on EE’s equipment block the Yale Sync Alarm hub from maintaining a stable connection to the Yale servers.

Unfortunately, there is nothing we can change from the Yale side to override these router settings.

To resolve this, we strongly recommend contacting EE again and asking them to: Open ports 5222 and 8765 on your EE router; Ensure your router's DNS settings are configured to use 8.8.8.8.

These ports must be open for the Yale alarm hub to register and communicate correctly with our server.

Once EE adjusts these settings, the hub should be able to stay online without dropping off the network.

If you have any questions or concerns, please don't hesitate to reach out to us.

[XRaySpeX]

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@Bill2412 wrote:

To resolve this, we strongly recommend contacting EE again and asking them to: Open ports 5222 and 8765 on your EE router; Ensure your router's DNS settings are configured to use 8.8.8.8.

These ports must be open for the Yale alarm hub to register and communicate correctly with our server.

---

Pointless! Outgoing ports never need opening.

[JimM11]

@Bill2412 ""What EE Hub are you using"" linked below the current ones, EE Smart Hub 6 Plus has an Ethernet problem and no idea if it is fixed as yet! Yale alarms have always been fixed by putting a small Ethernet Switch before the 6+ Ethernet connection.

https://ee.co.uk/help/broadband/getting-started/compare-our-range-of-broadband-hubs

[Bill2412]

Smart Hub 7 Pro

[JimM11]

@Bill2412 Take a read at this linked post, no idea if the 7 Pro suffers the same as it has all 2.5Gb/s Ethernet ports if you are wired back direct to the EE Hub!

Smart Hub plus with Yale Home Alarm Hub - The EE Community

[bobpullen]

@Bill2412 - when did you install the EE hub? Are you able to check what firmware version it's on by looking in the Hub Manager at http://192.168.1.254?

You should find the detail under Advanced > Technical log.

In the thread @JimM11 has linked to there's a report that using a cheap switch is another solution i.e. you plug the switch into a port on the hub using an Ethernet cable and then plug the Yale unit into the switch with another Ethernet cable. You'd need an extra power socket to power the switch. They can be picked up for really cheap. I've no affiliation with this particular model but there's one here for nine quid. You can probably find cheaper than that too.

[JimM11]

@bobpullen The TP-Link one i put up before also mentioned the USB cable to connect the switch powered from the EE 6+ hub, was a real handy way to do it.