Hive hub not connecting to internet

[JP+weymouth]

@1topgazza  did you manage to get to the route of this problem, everything you've described is identical to my situation!

Same router, hub and fault finding so far when I decoded to dona search and came across your entry.

Any suggestion would be great fully recieved, I've already swapped the hub and made no progress.

Thanks

[1topgazza]

Sorry no

i sent the second Hive back as well. Tried. Netatmo which worked fine. My money is on a dodgy batch of Hive hubs

[Cameroia]

I had exactly same issue. 
solution was simple in the end: Factory reset of the Sky Router. 

 Has been through Hive support, was sent a 2nd Hive Hub, had swapped cables, Ethernet ports, restarted (not reset) the router, sacrificed small mammals to pagan gods : all that  stuff but no joy.

don't know why a factory reset worked, but frankly don't care now. 

After the reset, I did of course have to re apply my custom changes: the WiFi network name, admin password on router, and WiFi password. But those as far as I know are the only custom changes I had made, and they are seemingly superficial, and two of them or WiFi not Ethernet. .and post my changes, the Hub remains connected and working. 

Who knows; maybe the Hub expects to use default admin password or something obscure.

cheers, i

[JP+weymouth]

Just read your update, I'd forgotten to update and say exactly the same thing! 

However, although I factory reset the sky router several times this didn't work.

Sky engineer visit was required, he swapped out the router and still no joy, a further factory reset on the new sky router by the engineer and finally the ports came to life and the hive hub lives! 

No one at either company seems to acknowledge the problem but the sky engineer I had, thankfully had some common sense and was a nice guy un officially said some routers even from new don't work as they should!

So.........hive hub is great now its working.

Sky router is great now its working.

The initial part.......bloody frustrating and patience required!

[1topgazza]

Intersting

Thanks for posting that. Worth a try I think

[1topgazza]

Although at the point and port where Hive is connecting it has no interst or requirement to password access. It should be straight out to the internet. But I suspect its the reset elsewhere in the router that is doing it

[JP85CARROLL]

have we had any more luck with this? I've just got my hive and bar a factory reset I've tried everything I could find. 

[JP+weymouth]

In the time lapsed since my previous post I've had to replace my sky router as it failed on me. 

It was a posted out swap, once again I was back to perfect Internet connection but the hive hub failed to communicate through it.

I completed a factory reset which did nothing but another engineer visit and his reset worked.

Different engineer to the previous one I'd had, he wouldn't speculate on what was wrong or if he'd come across it before but as soon as he saw the equipment he knew what he was going to try and hey presto, 10mins from start to finish.

[Match50]

How did you resolve this? I have same issues and have tried to resolve with the same steps you've used. 

[Chrisee]

@Match50 it seems to require patience. Certainly reboot both the Sky hub and Hive hub if it has been connected before I would reset it. Sometimes when they dont cinnect leaving them overnight works. 

[JP85CARROLL]

For me it turned out it was a dodgy hub. Seems to be a regular issues with hive. 

[Woolnut10]

I've got the same issue at the moment with a new Hive Hub. Have had a good look on here and given the troubleshooting steps a go but nothing has worked.

I've got a new one arriving next week, so will find out whether or not this is a dodgy Hive Hub or something else causing the issue. For reference, I have tried;

• Power cycle both router and Hive
• Reset button on the hive
• Multiple ethernet cables
• Connecting into a switch instead of directly into router
• Turned off IPv6
• Switched to Fast Ethernet from Gigabit
• Left plugged in overnight, days, an entire week or close to

I will not reset the Sky Router, even though I've made very minimal changes (broadcast SSID, WPA2-PSK key, changed default admin password) there is nothing in these settings that would adversly impact connectivity. I've got several other "hubs" all working flawlessly, including a Philips Hue and SureFlap Connect hub.

Will try to remember to come back and update the outcome of the new hub.

[Woolnut10]

Heating company arrived today armed with a new Hive Hub (and the other peripherals), can confirm that after about five minutes the Hive Hub was able to connect to the internet and is now fully set up and working. Swapped over the receiver and thermostat also as it was easier than attempting to re-pair the existing kit to the new hub.

The fault was with the original Hive Hub, as suspected.

[Mr+Slant]

The problem with the Hive hubs isn't that they are faulty. The problem is that the hub is being introduced AFTER the thermostats and receivers have all been setup.

We had this on a new-build this year.

Obviously there's no internet on a new-build when the plumbers are putting in the central heating/hot water circuits and thermostats (we have upstairs & downstairs heating circuits) so the hub never gets installed, just gets left for the new owner to sort out.

It is (IME) virtually impossible to add a hub once all the other elements of the system have been setup.

The ONLY method which worked here was to factory reset EVERYTHING then follow the installers guide which is supplied to the plumbers when they get the system (receivers, stats, valves etc). Do everything IN ORDER and it works fine. Anything out of sequence and you'll be tearing your hair out.

Nothing else worked as the receivers just would not behave the way the various guides said they should.

Some months later I had one of the site plumbers round for a different matter (weather compensator on boiler) and he confirmed this - basically factory reset all the hive kit and start from scratch is all that works if you have the full setup. Anything else will result in a partially functioning system.

As an aside whoever wrote the documentation on Hive stuff needs sacking as a bare minimum because its probably the most inaccurate POS I've seen in my life 🙂

[SteveLondon]

i just wish Hive would admit that their hubs have problems.  i received my third this week and it's taking most of my weekend to try to solve it - hive suggested i speak to my ISP which was utterly pointless but i did it anyway.  so many people seem to have problems with these - surely it's the hardware as we are all using different routers etc?