Underfloor heating hub

[#1]

Hi

I am an existing plusnet customer and have upgraded to full fibre with a Hub 2. I have a central heating controller (Heatmiser Neohub) connected to my Hub 2 via ethernet. The Neohub cannot connect to wi-fi which means I have to control my thermostats manually (yeah I know, first world problem!) Having contacted Heatmiser they have said that I need plusnet to unblock a number of ports but plusnet will not do this.

Tech support sent me a link to a post on this site which hasnt been much help. I have tried connecting with the router firewall switched off (not keen on this) and have turned on DDNS using "easyDNS." Neither of these things solve the problem.

I think I might also have the option of creating a "pull forward" rule, but I have no idea what this is or how to do it.

Any assistance would be useful. Thanks

[#2]

@novicestuart 

I am an existing plusnet customer and have upgraded to full fibre with a Hub 2.

Did your Heatmiser system work previously ? if so what router did you have ?

Having contacted Heatmiser they have said that I need plusnet to unblock a number of ports but plusnet will not do this.

I'm afraid thats the usual rubbish response from the suppliers of these sort of internet connected systems! In general these systems work by making a connection to the manufacturers servers and so its an OUTGOING connection. No outgoing ports are blocked. Opening ports (port forwarding) is only required for incoming connections

[#3]

I assume that you mean that the Neohub thermostats are not talking to the hub as that is connected and working via ethernet.
I expect that you need to Connect each thermostat to the new WiFi, which are usually on the 2.4 network. You will need to access the admin panel of the router and temporarily disable the 5 network.
Another option is to change the wifi settings to that of your old router, SSID and password. Again access it via the admin panel. Usually 192.168.1.254
Others will post if that is wrong.

[#4]

@mystreet1 

From my reading the IMI Heatmiser neoHub G3 does not work as you describe.

The Heatmiser Hub creates a private mesh system for the heating system devices to connect to, with the Hub connecting directly to the router using a ethernet cable.

@novicestuart 

Has anyone suggested a factory rest to the hub? The will reset the hub to use DHCP which will hopefully help you start a fresh.

[#5]

Sorry, my post was unclear.

The neoHub cannot talk to the wi-fi router despite being connected via ethernet. There is therefore no signal to distribute to the wall thermostats which means the App is also offline.

[#6]

Interestingly, the NeoHub will not reset, which leads me to believe that this is where the problem lies. Heatmiser have advised me to try and connected to a different wi-fi system at a friends house, to see if I can get anything other than solid red lights.

[#7]

@novicestuart 

When you say " wi-fi router" are you referring to the Hub two?

Using the term WiFi is confusing when you actual mean your internet connection as it can be wired or wireless (WiFi)

Have you tried a factory reset?

Pin hole to the right on the ethernet port

To perform a factory reset on this device, press and hold the reset button shown in the diagram below for 15 seconds. Release the button when the power light begins to flash. Allow approximately 5 minutes for the hub to fully reset and reboot. Please note that a factory reset will erase all connected devices, which will need to be re-paired after the reset.

[#8]

Possibly a faulty network cable fron neo to router?
Can you see if the neo is getting an IP address?
Also do as mentioned, full reset of the router.

[#9]

*** NOTE ***

There is a clash of product terms Plusnet Hub 2 and IMI Heatmiser neoHub G3

Maybe from now on refer to the Hub 2 as the router and use neoHub for the Heatmiser.

So I am suggesting a reset of the neoHub.

[#10]

@Dan_the_Van 

This sounds like the Heatmaster could be failing to release the old IP address, as sometimes encountered with PCs? Hence the Heatmaster factory reset?

[#11]

@Baldrick1 

Some feedback from the OP regarding the previous router used would be helpful, as we've seen many a times a change of network a device connects to as a result of a new router being used causes some products with IP Addressing issues.

It could be previously the Heatmaster Hub was given a static IP Address on a different network range (192.168.0.x) a factory reset would remove this.