Hub 5 ethernet ports not working

[StevieU872]

I just got Virgin installed on Saturday 9th March and WiFi is great however...

I have a smart meter on my boiler that requires an internet connection to my thermostat to be controlled using an app on my phone, in order to send this signal I have an ITG310 Internet Gateway that needs to be connected to my router via ethernet.

when it connects it has a green light showing it has internet signal if not it is red... when plugged into my Virgin Hub it is red.

If I plug it back into the ethernet port on my SKY router it works perfectly fine with the green light.

My conclusion is the ethernet port on the Hub 5x is not working given that it works perfectly fine with my old SKY router (which is very old and probably outdated) 

I have tried the PIN reset and doing the usual self help stuff and have called customer service who have raised a complaint... she didnt understand what I was saying and proceeded to tell me if i have an issue with my boiler to call my boiler provider 🙂

question is - Is there something im not doing ? do I need to enable my Ethernet ports or should they just work automatically?

[Tudor · Accepted solution]

Is it aTado thermostat? They are know to not work with the Hub5 due to the hub only have 100/1000 ports and Tado needs a 10M port.

[StevieU872]

its an alpha connect thermostat

[StevieU872]

you are on to something... I have connected my PS5 to the ethernet ports and it works, so the ports cant be the issue, could just be a compatibility issue with the internet gateway device, ill have a look for the specs and maybe need to either renew the device for an updated one or live without turning my heating on with an app... The Horror pmsl.

Thanks for the help Tudor

[Client62]

Reading your remarks the Alpha and Tado appear to be very similar and the solution for the Tado may well be just  what is needed for the Alpha i.e the technical position would appear to be exactly as outlined above by Tudor.

Assuming this is again true, the solution is any network device that can provide a 10Mb/s connection to the Alpha will get you working again.

So buy, find or scrounge a 10/100 Network Switch or even a 10/100/1000 Network switch and place this between one of the Hub 5 1Gb/s ports and the Alpha network unit.

[StevieU872]

hero, I will try that.

Thanks for the help

[mossbird]

Hi Stevie!

Im having the same problem. Did you get this fixed?

[Client62]

Providing a 10Mb/s network port is the fix.