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Smart Hub 2

StuartGibson — Sun, 10 Jan 2021 09:54:38 GMT

Morning all, I'm having issues with a solid orange light. I've followed instructions numerous times and still no joy as it won't give me the setup wizard when I connect a device. When I check service through the app it says everything is fine and no faults, yet when I try to restart hub through the app it says unable to do so as there seems to be technical issues BT end? Thanks in advance

Re: Smart Hub 2

Keith_Beddoe — Sun, 10 Jan 2021 10:01:04 GMT

@StuartGibson

Welcome to this user forum.

What type of broadband connection do you have. Is the home hub plugged directly into your phone socket, or does it connect to an Openreach optical modem?

Re: Smart Hub 2

StuartGibson — Sun, 10 Jan 2021 10:18:18 GMT

Thanks for the welcome.

Just a standard connection I think. It's plugged straight into the phone line in the kitchen where it was initially set up.

Re: Smart Hub 2

Keith_Beddoe — Sun, 10 Jan 2021 10:24:07 GMT

@StuartGibson wrote:

Thanks for the welcome.

Just a standard connection I think. It's plugged straight into the phone line in the kitchen where it was initially set up.

Can you please check your phone line to make sure you still have dial tone, and there is no noise on the line?

Also dial 17070, and confirm that the number that is read out, matches your own phone number.

Re: Smart Hub 2

StuartGibson — Sun, 10 Jan 2021 10:31:50 GMT

I don't have a landline phone, I meant that it's plugged straight into the socket where the phone line would be. My apologies

Re: Smart Hub 2

Keith_Beddoe — Sun, 10 Jan 2021 10:40:07 GMT

@StuartGibson wrote:
I don't have a landline phone, I meant that it's plugged straight into the socket where the phone line would be. My apologies

Then its going to be very difficult to prove whether you have a line fault or even a crossed line. If you do not get dial tone, or your line is crossed with another line, then you will not get any broadband. A crossed line could also mean that you are getting charged for another person`s phone calls.

If the fault has just happened, then its quite possible there is a fault on your line. A basic wired phone costs less than £10, and it useful in proving a fault, and also in an emergency, as you can use it to dial 999, and the operator will know your address right away.

All I can suggest is that you check all of the connections.

What does your master phone socket look like?

Re: Smart Hub 2

StuartGibson — Sun, 10 Jan 2021 10:43:10 GMT

It's the same as image 2

Re: Smart Hub 2

Keith_Beddoe — Sun, 10 Jan 2021 10:46:42 GMT

@StuartGibson wrote:

It's the same as image 2

That one is known to give intermittent faults.

Please connect things up as shown below, and see if it fixes the fault. As you do not have a phone, you will not be able to connect anything to the phone side of the microfilter.

NTE 5C Test socket check

Re: Smart Hub 2

StuartGibson — Sun, 10 Jan 2021 11:20:12 GMT

Now plugged direct into test socket it's flashing purple

Re: Smart Hub 2

Keith_Beddoe — Sun, 10 Jan 2021 11:30:59 GMT

@StuartGibson wrote:

Now plugged direct into test socket it's flashing purple

If it keeps on flashing purple, then you must have a line fault, as the test socket is the first point where your phone line terminates.

If it does not work at that point then you either have a disconnected line or a crossed line. Anything before the test socket, is the responsibility of Openreach, who will deal with it, when BT raise a fault report.

The only way to prove it is with a phone, as if you do not get dial tone, then you can report it as a phone fault, and it usually gets fixed quickly.

The only other alternative is to report a broadband fault on 0800 800 150, and it will enter the broadband fault queue and go through the broadband diagnostics, which may or may not, detect a line fault.