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Smart hub 2 fully set up with strong signal but won’t allow access to anything, e.g. twitter etc

Peter31 — Tue, 07 Jul 2020 17:15:16 GMT

I have just set up my smart hub 2 in my new flat. It has set up fully, the light on the box is blue and I have used the app to check signal strength in every room and it is strong. However, nothing besides the BT websites and app will load. YouTube acts like it is working but will not play any videos, twitter will not load new tweets, and safari will only open BT websites and nothing else. The only other thing I can do is send standard iMessages. I’ve tried getting through to someone over the phone but just sat on hold for a long time and then because the signal is so weak it they couldn’t hear me, and if I’m near the box there is 0 phone signal. Also tried to use online chat but no one is available. Any help would be greatly appreciated.

Re: Smart hub 2 fully set up with strong signal but won’t allow access to anything, e.g. twitter etc

pippincp — Tue, 07 Jul 2020 17:32:59 GMT

Can you post the hub connection stats from advanced settings/technical log/information.

Re: Smart hub 2 fully set up with strong signal but won’t allow access to anything, e.g. twitter etc

Peter31 — Tue, 07 Jul 2020 17:52:13 GMT

Re: Smart hub 2 fully set up with strong signal but won’t allow access to anything, e.g. twitter etc

Peter31 — Tue, 07 Jul 2020 18:18:47 GMT

When I try to troubleshoot I am directed to this screen:

And when I click the “link account to BT ID” button it just takes me to the home page with no option to link an account.

Re: Smart hub 2 fully set up with strong signal but won’t allow access to anything, e.g. twitter etc

imjolly — Tue, 07 Jul 2020 18:46:43 GMT

You have only been connected for 8min but you have the max connection speed 80/20mb

have you turned off smart setup

https://www.bt.com/help/broadband/what-is-smart-setup-on-the-bt-hub--how-can-i-turn-it-on-and-off-