New Router - New Problem

Hello everyone ! Before you read the title and say to yourself oh no not another one please read on .......
I have just changed my ISP from sky with a speed of 40mbps to Quickline ftp with a speed of 900mbps. My problem is not connecting the WiFi dongle on my Gen 2 invertor to the new router in fact after resetting the dongle there is now an automated process for connecting to a new network right in the app settings it literally sets it up in about 45 seconds you don't need to input any of the settings yourself like you have to when connecting to the dongle manually using Chrome. No, my problem is getting my new zyxel router to talk to the cloud portal. It works fine locally, apart from the fact it keeps disconnecting and reconnecting all the time. Even when connected it doesn't send any data to the portal. The router is a Zyxel EX3301-TO and I have opened port 7654 as instructed by Givenergy. I have tried connecting directly to the router and via a Deco M5 mesh device both result with no data being sent to the Givenergy servers. I am sure it is something to do with a setting on the router but this is where I am at a loss. Is there anyone who has this router and knows what settings I need to change or indeed anyone who knows router settings in general and can help. Lastly, and I apologise for being long winded, I can easily reset the dongle and connect to my sky router without any issues and it all works as it should so presumably not a faulty dongle.

Its most likely that your router is sending out both a 2.4GhZ and a 5GhZ wifi. All of the GivEnergy dongles can only connect to a 2,4GhZ network. Modern wifi's try to push you onto 5GhZ which the dongle doesn't work with.

Try disabling the 5GhZ network on your router, then once your inverter connects you can turn the 5GhZ back on again.

Also settings like "fast roaming" can cause problems, you may need to turn those off.

Thanks geoffreycoan, it's not on 5ghz it only connects to my 2.4ghz network, fast roaming is also turned off. I believe that when you now use the option to set up your wifi dongle within the app it will only connect to the 2.4ghz option anyway.
It's super quick now to set up with the app, as I said I think it's something on the router side causing my problem.

I suggest you contact your new ISP - they supplied the Zyxel so its their job to support it.

community.zyxel.com may help but I doubt it. Zyxel themselves will refer you to the ISP who supplied the router as they configured it.

When you say "Wifi dongle", I hope you don't mean something plugged into the Inverter USB port? Gen 2 has wifi internally, so doesn't need an external dongle like Gen 1.

First thing is to check that a PC on your LAN can access the portal to upload data. Use telnet, and this command:

C:\>telnet comms.givenergy.cloud 7654

if the telnet window blanks, then you've got a connection. If you get a 'connection refused' error or similar, then either you've got a firewall issue, or your ISP is blocking port 7654. Note that 7654 is used as an outgoing port - you don't need to allow incoming connections on that port.

My 2p: Using the 'free' wifi router that an ISP provides just takes you into the same world of pain as using their 'free' email addresses. It just makes it 10 times harder to switch ISP, as you're unfortunately discovering.

Unfortunately I do mean WiFi Dongle. This is how it was set up by my installers as they said it was the best option. However when I spoke to GE yesterday they said it makes no difference whether you use dongle or built in WiFi. Telnet from PC works OK.