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 

[ionaandmike]

Hi @James_B , Can you please find out exactly WHAT the "Security Upgrade" that caused this issue was? We have Comments in this thread and on the wider web, that the cause was IPV4 being switched off so only IPV6 is now available. and also that the cause was IPV6 being switched off so only IPV4 is now available! So basically no-one knows! If EE are not going to reverse the change that they made, then at the very least they could come out and explain EXACTLY what the change was. I don't think that is too much to ask. Being an EE Customer, I would very much like some of this "Customer Care" which has been mentioned but seems sadly lacking.

I've spoken to Mitsubishi and they know there is now an issue with connecting to EE but they don't know what EE changed to cause it. Perhaps if they did they could do something to fix it on their side....?

Thanks

Mike.

[James_B]

Hi @ionaandmike,

I'm not aware of any network security changes that would cause this.

Our Technical Support Team are best placed to take a detailed look at this for you.

James

[llegmij]

Hi, I have spoken with the Technical Support Team several times and they can do nothing to help.

They say my 5G router, working at 4G, automatically selects ipv4 or ipv6 as it chooses and this can not be changed.

I still don't know if I should get back to Mitsubishi again about this problem.

llegmij

[drhodes]

This has made interesting reading as I have just had EE broadband installed (I also live remotely) and now can't connect my heating through the Melcloud app.  Still trying to chase up with EE and installer but if anybody has any updates or solutions it would be appreciated.

[llegmij]

Unfortunately  it does not appear that Melcloud have updated anything yet. I emailed Mitsubishi and complained a while ago. They would not give me any contact at Melcloud but said they would pass on my complaint.

It does not seem to be a priority matter for them. At least it would appear that EE are not to blame, except that everything was fine until they did their update!

[Jnxiueuefncen]

Hi all,

Sorry to say I give up with EE. Luckily we are due to get fibre in the new year.  I am resigned to not having WiFi connectivity until then. 

It’s a shame - Ee are generally great. I am disappointed with the lack of engagement or interest on this occasion especially as it affects so many of us. 

cheers,

Martin

[4GEE_Argyll]

Hello ALL

There are interim solutions to this - please read below and thank you for taking the time to read.

Hello llegmij

Thank you for complaining to Mitsu. If Mitsu had a different protocol on their wireless dongle this could be one solution to the communication error, and/or if they also allowed LAN connectability instead of WiFi. Without doubt, EE are 100% aware of the security update they performed without traceability to Joe public.

Hello drhodes

I was using an EE Huawei B525s-23s router (with 2 LTE paddles) which stopped communicating with the Mitsu wireless dongle following the EE security update. One solution was to change routers to the Mobile 4GEE Quanta router (with external antenna). Communication is now back up and running with the Quanta router and Mitsu wireless dongle, and Melcloud comms are (99%) back. NOTE: the Quanta router design is poorer than our old Huawei router in regards upload speeds, so you need to decide on the tradeoff depending on your usage/requirements. Following making a complaint to EE officially, the customer support and problem solving attempts have been of a high standard. I have also spent hours troubleshooting too!

Hope this all makes sense and is helpful.

Brian

[XRaySpeX]

@drhodes : What type of BB have you? Which router have you?

[robpowernatural]

Dear EE, 

we are a renewable installer that have fitted a Mitsubishi ASHP with MELcloud adapter. 

It's was working fine until some time last year the communication stopped. 

We have been in extensive contact with Mitsubishi Technical. 

We have reset the MELcloud adapter to factory.

We have replaced the MELcloud adapter. 

We have checked the router model is B625-261.

The home owner have reset their router.

We tried pairing with WPS and MELcloud AP mode, both of which fail.  We tried 7 times each.

We made sure the router is 2.4Ghz.

We made sure there is plenty of signal strength. 

The home owner made sure with your technical team that their router is IPv4.

Mitsubishi Technical have no additional steps to suggest. 
We are now looking at replacing major items next, which we are trying to avoid because Mitsubishi don't think they are the cause of the problem. 

Please can you suggest anything else we can try here?

The MELcloud adapter model in question is MAC587-IF.

Sincereley, 

Robert

[llegmij]

Hi Robert,

I can understand your frustration, but sorry to say I do not think changing major items will solve the problem.

Our system was fine until 21 February last year. It appears that EE initiated an upgrade to their mobile broadband which created an incompatibility issue with Melcloud. Each is blaming the other for the problem, but in my opinion the onus is on Mitsubishi to make their system compatible, because everything else is working OK with EE.

I have not been able to contact Melcloud directly to complain, only via Mitsubishi. I suspect that it is not considered of sufficient importance to warrant their attention.

You could try for some financial compensation to get their attention?

Good luck!