LAN/ethernet ports not connecting to devices 5g hub

[Stimpakman]

I have recently got the 5g hub and am finding that devices connected to it via ethernet cable are really hit and miss whether they find the network. Keep getting errors such as cable isn't connected. Cables have been checked on another router and work fine. Is this a known issue? 

[Sargasian]

I got the latest 5g hub last week and same issue with the Ethernet Ports ... tried different cables and rebooting everything and no dice ... 😞

It worked fine on the old NOW TV device so may have to cancel three and go back to that ... super frustrating as really didn't expect any Ethernet Port issue ... 😞

[JonathanB]

Hi @Sargasian,

Have you been in touch with customer services about this? Assuming you've tested alternative ports/cables/devices, and it's alll pointing towards the router having a hardware fault they should be able to arrange an exchange.

Thanks,
Jonathan

[richb]

Apologies spent ages trying to register and then my questions kept being deleted. 

I've just started using the router and wifi is fine, but I cannot get anything to work with the LAN ports (WAN mode on port 2 disabled)

I've tried rebooting the 5G hub, power-cycling devices I want to connect via LAN (e.g. Hive Home Hub, NAS box, Sky Q boxes, TP Link switches, etc.. nothing seems to get any internet via the LAN Ports almost as if the routing tables aren't working for LAN). Does anyone have any tips on how to get internet access via the LAN ports - the information online is particularly quiet - either no-one tries this anymore, it all works like a normal router should, or I've got a bad box.

[Sargasian]

Hey Richb ... same issue for me and have NAS drive and TP Link that can't connect using the ethernet ports ... super frustrating and would be a shame to cancel the three service since the WiFi is pretty good!

[JonathanB]

Hi @richb,

The LAN ports really ought to be working straight out of the box. I'd suggest checking a couple of different Ethernet cables, or testing them with another device if possible, then if this still seems to be a router issue doing a factory reset, then if the issue is persisting getting in touch with customer services to arrange for the router to be exchanged.

Thanks,
Jonathan

[Sargasian]

Hi JonathanB ... thanks for engaging with this chat as it's super annoying not having these ports as also rather thought these were the easy bit of the tech ... not so it seems. I will try exchanging the device as am within my 30 day window.

One thing ... I did just try these 'out the box' and actually they did work but only briefly and then dropped ... 😞 Perhaps there are some settings that I need to change and FYI ... I've tried different cables and both ethernet ports with the same issue.

Would really welcome any support as I do tend to rely on my NAS drive a bit for various reasons. 

[richb]

did this ever get resolved?

[JonathanB]

Hi @Stimpakman,

This sounds super frustrating, we're keen to help.

Can you let us know a bit more about what's happening? Is the issue only with wired connection, no issues connecting over Wi-Fi? 

Are there particular devices that are consistently showing as not connected, or is it seemingly random whether a device connects or not?

Is the issue immediately at the point where you plug a device in, or is it an intermittent connection issue that crops up after some time connected?

As @Dazzar mentioned if you can also let us know which model of router you have that'll help us determine if this relates to any issues we're aware of.

Thanks,
JonathanB

[Dazzar]

@JonathanB  As per my message it’s the zte801a