Yale alarm smart hub unable to connect

[Jamesneale]

Hi,

My yale alarm smart hub lost connection to the internet last week and continuously beeps. I have an Eero router, 500mb fibre. I noticed around the same time my trading  212 app stopped working. Yale have said to check DNS, which I already changed a few years back to 1.1.1.1 which fixed previous issues. They also said make sure ports 5222 and 8765 are open. I'm not sure how I do that? I have the yale smart hub 2.0 plugged into a small tp link switch which plugs into the eero. Not had any issues until last week. Any advice/ideas? I tried the live chat but got disconnected.

[Anonymous]

Morning James,

How are you getting on?

Thanks

Michelle

[Anonymous]

Hi James,

Our Devices Manager has asked if you could reboot the eero and then retest the alarm again please?

Michelle

[Anonymous]

Hi James,

Thank you. I've passed this straight to our Devices Manager now and will let you know as soon as I know more.

Thanks

Michelle

[Jamesneale]

Account added.

[Anonymous]

Hi James,

I can raise this over to our Devices Team and ask them to take a look. Please can you add your Account Number to your Community Profile. Please do not post any personal information on the Community.

Thanks

Michelle

[KeithFrench]

Does the Yale appear in the Eero's device listing?

[Jamesneale]

Nothing seems to be blocked. No port fwd setup either. 

[KeithFrench]

Have you ever configured any port forwarding in your Eero for them?

[Anonymous]

Hi James,

Thanks for trying this. Could you check the below to see if it's possibly blocked please?

discover> eero secure > scroll down to see Block and allow sites> allowed and add allowed site> restart the router/eero.

Michelle

[Jamesneale]

Hi, tried powering it all off for over half an hour. Same result. Yale hub just beeps and I can't see it on the network from the app. I don't know if anything has changed on the Eero / talk talk side that might cause this. Yale just said make sure those ports are open.

[KeithFrench]

If it worked before, without port forwarding, why would they say it needs it now?

[Anonymous]

Hi James,

I'm sorry to hear this. Can I just confirm, have you tried powering down the ONT and the eero for a full 30 minutes and then tried connecting the alarm again?

Michelle