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 

[MacVac]

I'd just like t add to the growing number of people with this problem. We recently switched to 4G EE mobile broadband as land line broadband so poor. The MAC 5671F wireless interface   linked to our air source  pumps has not transmitted to Melcloud since and I cannot connect it.  Initial contact with Mitsubishi touched on the IPV-4 to IPV 6 issue , but switching from IPV4 on the EE equipment is not an option. 

What is very frustrating is that there is nothing in the Mitsubishi/Melcloud literature indicating any kind of compatibility and certainly nothing with EE either, despite this now being a problem for over a year. 

Would be interested to know if EE is doing anything to rectify, have contacted Mitsubishi to ask the same, as only other option would be to double run with  a cheap (£20-25 pm!)  landline package as now in EE broadband contract for 24 months. 

If not rectified will contact OFGEM as they should be made aware of this, especially when it is causing issues providing data for RHI grant reimbursement. 

[XRaySpeX]

@MacVac : Ofcom don't handle individual complaints.

[MacVac]

Typo- meant OFGEM- who handle domestic RHI 

[drhodes]

Hiya, I asked OFEGEM if there was anything they could do to help with this situation (RHI Team) when I made them aware of the lost connection through the annual declaration - they said no, nothing they can do.  This results in the loss of quarterly MMSP payments and no solution in sight.

[qsfo19]

I was told it was because EE had 5ghz and should be 2.5ghz !!!!!!