Smart Hub plus 7 - Always use this IP address Issue

[jsviper77]

Hi all, 

I have just switched from Sky to EE. 

I have the new Smart Hub 7 Plus and although most of it works, i have a couple of issues. 

1. When i try to turn on "Always use this ip address" for devices on my LAN it won't toggle. Therefore i cannot set fixed LAN addresses for smart devices etc around the home.   (I changed the DHCP Range/Router IP to match Sky's)

2. Port forwarding, although works, creates two entries every time.

Frustrating for the most simplest of functions.

Anyone have the same issue or can help shed some light on what might be the cause.

Is it a bug in the firmware, as i can see previous models had this working ok.

[Huggons1]

Unfortunately a replacement router is not going to resolve a firmware issue. Typical of EE not being capable of recognising repeated reports of an issue with the firmware and wasting time and money not dealing with the actual problem!

[jsviper77]

@Huggons1 I agree with you, but I am just giving them a chance to try and rectifythe issue in someway.

Maybe my efforts can help highlight the problems root and help others get a solution 

Going back to sky with my tail between my legs will not get me the best deal, but it is a working service and worth the extra. If I had of known, I would not have changed.  Hindsight is a wonderful thing. 

[Christopher_G]

Hi @jsviper77 

Thanks for flagging the issue with the 'Always use this IP address' feature of the new Smart Hub 7 Plus. Just a quick note to let you know that our engineers are aware of the problem and it will be fixed in the next software/firmware update. In the meantime, you may be able to work around the problem by configuring static IPs directly on your local devices.

Chris

[jsviper77]

Hi @Christopher_G 

Thank you for acknowledging the issue. Are you also looking into the duplicating Port forwarding issue as well? or is this all related?    (Would you also be able to make a clean page showing the static assigned IP's, rather than having to scroll and go through all the detected devices and click on each one.)

I am unable to assign Static IP addresses within some of the devices themselves, as the option is not there or it doesn't have a web GUI. 

Do you know when this firmware update is going to be released? As I am still within my colling off period and want to know that going forward, i wont have any further issues. 

[Huggons1]

Thanks for the update, that's great news.

It is a shame that your colleagues is the front line support team are not aware and are sending out new routers to anyone reporting the issue, or even saying that the router doesn't have the fixed IP address option! Would you be able to feed the known bug back to your frontline support colleagues please?

[Christopher_G]

No problem at all, @jsviper77 

Although that port forwarding issue is more of an intermittent issue that doesn't happen in all circumstances, the engineers will be addressing it in the same update. 

They don't have any plans to change the layout of the page at the moment, but once set, the main network device list tells you which devices have static/dynamic IP addresses at a glance. 

Barring any unforeseen circumstances, they're aiming to have the update completed by the end of this month.

@Huggons1 - I'll definitely feed that back to the relevant team.

Chris

[Christopher_G]

I've fed this back to the relevant team, to see if this can be fed back to the frontline teams, @Huggons1 

Thank you!

Chris

[pdpd]

Same problem here - any news on when the updated firmware is out?

[jsviper77]

@pdpd 

The answer from Christopher_G above was "Barring any unforeseen circumstances, they're aiming to have the update completed by the end of this month."

So hopefully soon as i need to know what i'm doing. 

[pdpd]

Thanks for the update - yes me too, it's a bit of a showstopper right now. The original poster said it only affects Ethernet connections, but mine seems to be a problem with everything...