Unable to connect Panasonic Heat pump to EE router

[Skye1985]

On:a new estate and all neighbours are able to connect their routers to Panasonic Heatpump.  (Via Ethernet) I have EE Smart Hub Pro (WIfi7) and am the only one unable to connect to the Heatpump. All the connections are fine but there must be some setting on my router which is somehow blocking the connection. Does anyone have any suggestions? All my neighbours have older routers

[XRaySpeX]

Are you also connecting your Heatpump to the router by Ethernet cable?

[Skye1985]

Yes. There is an Ethernet cable which runs from the heat pump to socket adjacent to router. We have connected from this socket to EE router. We have checked inside the Heatpump and there is a working internet connection which runs to the Panasonic cloud device (confirmed by plugging in laptop to this wire) But whatever we do simply can’t connect to the unit. We have used a brand new Panasonic cloud device…..it’s as if the unit is searching for the internet connection but can’t locate it. Is there some setting on our router we can try changing? All the hardware seems to be working fine

[XRaySpeX]

What socket adjacent to router? The Ethernet cable should be directly connected to a port on the router.

[Skye1985]

Yes….ethernet cable runs from port on router, to socket on wall, then to Panasonic Network adapter in heatpump. This seems to work fine, but when plugged in to network adapter the adapter cant seem to see the connection