Mitsubishi ecodan air source heat pump EE 4g Wi-Fi issue

[Jnxiueuefncen]

Hi all,

We have had a Mitsubishi ecodan air source heat pump since may 2021. It uses Wi-Fi to enable programming and remote control over the internet. It worked absolutely fine up to feb 19th 2023 when it disconnected from the network and will not reconnect. We use EE 4g home broadband via a TP link router and external roof mounted aerial. The internet connection is generally very good - everything else works fine work laptops, tablets, smart tvs, home pods etc. 

My neighbour has an identical set up same heat pump and internet provider. They also cannot connect the heat pump since 19th feb. 

I have tried all steps listed in the heat pump instructions and cannot get it to reconnect. I can see it listed as a connected device on the network but it seems that it is unable to communicate with the Mitsubishi server. 

I phoned Mitsubishi and they said it was a known issue with EE 4g broadband for which they have no suggested fixes. I spoke to EE who had not heard of the issue.  They were very helpful and wanted me to do a factory reset on my router. I don’t see how that will help seeing as everything else is working fine and I would then have to set it up again. 

Do any of you have any suggestions for how I can fix this please ? I wonder if it is something to do with the dark art of IP addresses, dns servers, subnet masks etc….

thank you. 

Martin 

[Ecodan]

That's good news.

Has anyone else had success in reconnecting?

I am unable to try mine on EE as am still on the Vodaphone Sim.  I would like to know if the issue has been fixed so that I can revert back.

[Jnxiueuefncen]

Hi,

No mine is still not working unfortunately.

Thanks


Martin

[Gwfarmer]

Hi  All

We did get a new WiFi interface sent under the 

[Gwfarmer]

Apologies same problem with sending email before finishing it. Mitsubishi sent under the warranty a new WiFi interface. This was at the end of March. There was definitely a problem with it connecting to the home network because the new interface remained connected after installation. However after it was installed it still wouldn't connect to the app and I still couldn't ping the Melcloud app. I do think there must be a problem with EE but might be worth seeing if Mitsubishi will send a new WiFi interface. Just a thought is it worth trying reconnecting with EE  sim card.

Good luck

[ionaandmike]

Interesting reading as I have the same issue! 

We have had the Ecodan (and EE 4G WIFI) for 4 years, during which time we have had no issues with the data feed between the unit and the Mitsubishi MELcloud server. Then on the 29th April this year, the connection died. There has been no hardware changes and no updates or upgrades. The Ecodan WIFI Module is showing that it is connected to my Router but cannot connect to the MELcloud server. I note this is a different date from other users, so maybe it was a change that was rolled out by area....?

This is our temperature chart showing when the connection failed;

Can the EE Technical Team possibly contact the Mitsubishi technical team directly and have a discussion about this? It clearly seems to be an EE issue.

[Jnxiueuefncen]

Thanks Mike…….  EE please can you address this issue clearly many people are suffering with it. If you live somewhere remote you are likely to be needing 4g broadband and either use oil or a heat pump to warm your home due to no mains gas. This problem is just going to grow.  Let’s see some progress please. Thank you 

[llegmij]

Hi, I am another person having problems since 20 February. Have tried everything to seset, spoken with Mitsubishi and EE technicals, but I am told that there is no answer. If I was not tied into an EE contract, I would change to SWS which is the only alternative in my area. VERY disappointed with EE as I have been a loyal customer for many years.

[Gwfarmer]

Hi llegmij
I was told by Mitsubishi that ee had changed their protocol from ipv4 to
ipv6 and that ee could do something at their end to allow the communication
from the router to work.
Hope that information may help you but I agree it's really frustrating that
nobody has any handle on this at all.

[4GEE_Argyll]

We are remote (near Lochgilphead), and only have access to 1 mast across Loch Fyne north of Portavadie. 4GEE mobile broadband security was changed on this mast in May which is when communication stopped with our Mitsubishi Ecodan.

Security issue confirmed by EE tech, which involved going to IPv4 and disconnecting IPv6. The Ecodan WiFi dongle uses IPv6. If anyone else has this issue please inform adviser that this is a known issue on their knowledge base and ask to speak to someone on level 2 tech support. EE tech confirmed they would NOT roll back the change due to security issues.

Our Huawei router (with 2 LTE paddles) has good speed (~20M download, ~5M upload) although no connectivity with Ecodan. EE sent a new Quanta router this week which is inferior (~5M download, ~0.2M upload) which DOES allow Ecodan connectivity however these speeds do not allow us to continue to work remotely. 

EE adviser said tonight we might as well return the device, and also said we should pay £100 for an external mast to get fitted. The call then cut off and the advisor didn’t call back!

Question 1: Will EE fit the external antenna for us to see if this will solve the problem fully, seeing as it’s not our fault they had to change the security settings?

Question 2: What have other Ecodan customers done to solve their WiFi connectivity problem since this EE security change?

Thank you to everyone who can respond with updates.

[James_B]

Hi @4GEE_Argyll,

Welcome to the EE Community. 🙂

Please get in touch with Customer Care to discuss an external antenna installation.

They'll be happy to help.

James