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neoHub - Moving From an Old Router to a New Router

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Use this article when a customer has changed their broadband router, internet provider or home network and needs to move their existing neoHub from the old router to the new router.

This article covers situations where:

  • I have a new router and need to move my neoHub to it.
  • I have changed broadband provider.
  • I have changed my home router.
  • I need to connect my existing neoHub to a new router.
  • My neoHub LINK light is red after changing router.
  • My neoHub will not connect to my new router.

This article does not cover:

  • Setting up a brand-new neoHub for the first time.
  • Pairing thermostats to the neoHub.
  • Thermostats showing offline while the neoHub LINK light is green.
  • Moving thermostats from one neoHub to another neoHub.
  • The neoHub LINK light being green but the location showing offline in the neoApp.

Part 1 - Connect the neoHub to the New Router

You do not need to reset the neoHub or pair your thermostats again just because you have changed your router.

  1. Disconnect the neoHub Ethernet cable from the old router.
  2. Connect the Ethernet cable to a LAN port on the new router.
  3. Make sure the power lead is connected to the neoHub.
  4. Check the LINK light on the neoHub.
  5. After a few seconds, the LINK light should turn green.

If the LINK light turns green, no further steps are required.

Do not press or hold the Connect button on the neoHub at any point during this guide, as holding the button can reset the hub.

If the LINK light remains red, continue to Part 2.

Part 2 - Check the Connections

  1. Unplug both leads from the back of the neoHub and then plug them back in again.
  2. Follow the thicker Ethernet cable from the neoHub to the device it is connected to. Unplug the Ethernet cable at that end and plug it back in again.
  3. If the neoHub is connected through a network switch, try connecting it directly to a LAN port on the back of the router.
  4. Do not connect the neoHub to the router's WAN port.
  5. Try a different LAN port on the router.
  6. If the LINK light is still red, continue to Part 3.

Part 3 - Check the Ethernet Connection

The next step is to check whether the Ethernet connection being used by the neoHub is working.

  1. Remove the Ethernet cable from the back of the neoHub.
  2. Connect that same Ethernet cable to another device with an Ethernet connection, such as a laptop.
  3. Check whether the other device can connect to the internet using that Ethernet cable.

If the Ethernet connection does not work with another device, the issue is with the network connection rather than the neoHub.

If the connection works with another device but the neoHub LINK light remains red, continue to Part 4.

Part 4 - Contact Your Broadband Provider

If the LINK light is still red after completing the checks above, contact your broadband provider and ask them to check the router settings.

Ask them to confirm:

  • Port 8000 is open.
  • Port 2424 is open.
  • Port 443 is open.
  • Port 123 is open.
  • The neoHub is using IPv4.
  • DNS is set to a UK-accessible provider, such as 8.8.8.8.

If you are currently speaking to support by telephone, ask to be transferred to an adviser who can assist further.

What Happens Next

Once the neoHub can establish its connection through the new router, the LINK light should turn green.

If the LINK light turns green, there is no need to reset the neoHub or pair the thermostats again.

If the LINK light remains red after completing all of these checks, the guidance in this article has no further steps. An adviser can help further.