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Smart Hub 2 and losing connectivity

scottie10 — Mon, 16 Nov 2020 22:06:35 GMT

Hi, I'm using the Smart Hub 2 and for the past week or so I have been losing my internet connection on a pretty regular basis, maybe 2/3 times an hour. It doesn't last for long, around a minute or so but it's very annoying whether I'm using it for business or pleasure. Please can anyone tell me if there are settings within the Hub that I should be checking or would it be something that would need an engineer to look at? Thank you

Re: Smart Hub 2 and losing connectivity

imjolly — Mon, 16 Nov 2020 22:30:10 GMT

welcome to the BT community forum where customers help customers and only BT employees are the forum mods

in order for the forum members to help please can you post the stats from your router if HH6/SH2 then advanced settings then technical log information .

Have you tried the quiet line test? - dial 17070 option 2 - should hear nothing - best done with a corded phone. if cordless phone you may hear a 'dull hum' which is normal

enter your phone number and post results remember to delete number https://www.broadbandchecker.btwholesale.com/#/ADSL

Someone may then be able to offer help/assistance/suggestions to your problem

Re: Smart Hub 2 and losing connectivity

scottie10 — Tue, 17 Nov 2020 14:31:51 GMT

Thank you for the reply, only had the chance to do the quiet line test so far and it was pretty crackly. Is there anything I can be doing that may be rectify that?

Re: Smart Hub 2 and losing connectivity

Keith_Beddoe — Tue, 17 Nov 2020 14:41:04 GMT

@scottie10 wrote:

Thank you for the reply, only had the chance to do the quiet line test so far and it was pretty crackly. Is there anything I can be doing that may be rectify that?

You need to report that as a noisy phone line, do not mention the broadband issue.

Once the noisy phone line is fixed, the broadband will get better.