This topic

Smart Hub 2 flashing purple but internet is working

hoggle1976 — Sat, 17 Oct 2020 07:08:46 GMT

Hello. I've been on fibre for 1 month now, upgraded from standard old broadband. I woke this morning to my Smart Hub 2 flashing purple, but the internet is fine and as fast as ever: I'm using it to post this request for advice.

It does cut out sometimes, I'd say once per week, usually in the evening, but it immediately comes back. This latest behaviour is new, though.

I work from home and am a little worried that this is a ticking time bomb issue, but I also feel weird phoning support when the thing works fine.

Has anyone heard of this before? Thanks.

Re: Smart Hub 2 flashing purple but internet is working

Keith_Beddoe — Sat, 17 Oct 2020 07:12:25 GMT

@hoggle1976

Is there any noise on your phone calls? Dial 17070 and select option 2, there should be no noise between the announcements.

Re: Smart Hub 2 flashing purple but internet is working

hoggle1976 — Sat, 17 Oct 2020 07:16:48 GMT

Thanks for the reply. The line is completely silent.

Re: Smart Hub 2 flashing purple but internet is working

Keith_Beddoe — Sat, 17 Oct 2020 07:28:47 GMT

@hoggle1976 wrote:

Thanks for the reply. The line is completely silent.

What connection speed do you normally get, you can find this by logging into the home hub?

If you are a long distance from the cabinet, and get a slow speed, then your line may be picking up interference.

Re: Smart Hub 2 flashing purple but internet is working

hoggle1976 — Sat, 17 Oct 2020 07:35:36 GMT

I don't seem to be able to get this information from my hub panel options, and get led into support wizards.

But a third party speed test shows 50.2 'very fast'. It's as fast as it usually is, and I've been having no problem using the internet this morning. But the thing is blinking purple constantly. I don't know when it started, but I woke to it.

Re: Smart Hub 2 flashing purple but internet is working

Keith_Beddoe — Sat, 17 Oct 2020 07:46:36 GMT

You can get the connection information this way.

If you are using the BT Smart hub you can get your connection stats by, Opening a new web browser on your connected device and type 192.168.1.254 or bthomehub.home into the address bar. This will open the Hub Manager. Click ‘Advanced Settings’ and then ‘Technical log’

It could be a bad connection somewhere, but that should show up on the connection information page.

Also see this page https://www.bt.com/help/broadband/fix-a-problem/broadband-and-wi-fi/i-can-t-connect/what-do-the-lights-on-my-bt-hub-mean-#collapse1Standardresponsivegrid--3209389607270909038

Its worth checking your internal connections.

What does your master phone socket look like?

Re: Smart Hub 2 flashing purple but internet is working

hoggle1976 — Sat, 17 Oct 2020 08:08:04 GMT

Thanks for all that.

My data rate is 9.995 Mbps / 54.998 Mbps, max 22.560 Mbps / 75.570 Mbps. As for other relevant information in there, I'd need guidance about what's relevant and how it might indicate what's wrong.

My socket type, in 2 in your posted image: Master Socket 5C.

I'm in a small studio flat, I'm not using extension leads, I only have the one socket, and my hub is plugged into a filter that's plugged into it. Any wiring from my flat down the short flight of stairs to the front door seems fine; no one has bashed into anything or pulled anything from where it usually is. The little Openreach grey box in the foyer is undamaged. All looks the same as when I went to bed last night.

Broadband cut out for 3 mins around 8pm, came back and was fine for a further 2 hours before I went to bed. Flashing purple all morning - and a chunk of the night - but internet is working.

Re: Smart Hub 2 flashing purple but internet is working

Keith_Beddoe — Sat, 17 Oct 2020 08:20:08 GMT

Thanks.

Please could you connect to the test socket as shown below, as those master sockets do suffer from poor connections.

Leave it connected like this, and see if you still get the flashing light.

Re: Smart Hub 2 flashing purple but internet is working

hoggle1976 — Sat, 17 Oct 2020 11:26:41 GMT

I took the faceplace off (lower) and there is no test socket. I plugged back in and now Hub is solid blue. I have no clue what is going on with it. I have been able to use the internet all morning, with it flashing purple for at least 5 hours.

Since it's blue now, I guess I could say 'solved!'(?)

Many thanks for all the help. Much appreciated. It seems to have fixed itself, for now.

Re: Smart Hub 2 flashing purple but internet is working

Keith_Beddoe — Sat, 17 Oct 2020 11:41:42 GMT

@hoggle1976 wrote:

I took the faceplace off (lower) and there is no test socket. I plugged back in and now Hub is solid blue. I have no clue what is going on with it. I have been able to use the internet all morning, with it flashing purple for at least 5 hours.

Since it's blue now, I guess I could say 'solved!'(?)

Many thanks for all the help. Much appreciated. It seems to have fixed itself, for now.

There has to be a test socket, if that is the master socket you have said. When you removed the bottom section, there was a flat plug at the back, which plugged into the test socket. If that was not there, it simply would not work.

The NTE5C front section simply clips on, and sometimes it does not make good contact with the test socket if its not seated properly. When you clipped the bottom section back on again, its now making better contact, but you need to be aware that the problem may re-occur.

Re: Smart Hub 2 flashing purple but internet is working

hoggle1976 — Sat, 17 Oct 2020 16:37:26 GMT

Apologies, I misunderstood. I thought the test socket would be separate, rather than the one behind the faceplate that I plug my filter into.

It's been solid blue all day now, since taking the faceplate off and putting it back on again. A flaky connection does seem likely. Thanks again for your help.

Re: Smart Hub 2 flashing purple but internet is working

Keith_Beddoe — Sat, 17 Oct 2020 18:43:21 GMT

@hoggle1976 wrote:

Apologies, I misunderstood. I thought the test socket would be separate, rather than the one behind the faceplate that I plug my filter into.

It's been solid blue all day now, since taking the faceplate off and putting it back on again. A flaky connection does seem likely. Thanks again for your help.

That is quite common, as they often make a poor connection.

Re: Smart Hub 2 flashing purple but internet is working

hoggle1976 — Sat, 17 Oct 2020 18:44:41 GMT

Thank you. It's a relief that it appears to be something common and fairly easy to work around, for now.