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BT Smarthub 2 keeps disconnecting

andreaferns120472 — Sat, 04 Dec 2021 02:36:06 GMT

My BT Smarthub 2 keeps disconnecting and reconnecting over the past 10 days, any ideas why?

Re: BT Smarthub 2 keeps disconnecting

imjolly — Sat, 04 Dec 2021 10:14:01 GMT

what have you tried to fix it?

quiet line test?

hub factory reset?

using test socket?

post some hub stats

Re: BT Smarthub 2 keeps disconnecting

Will168 — Sat, 04 Dec 2021 10:22:05 GMT

When you say “disconnecting” what do you mean? Is it rebooting? Is it disconnecting from the internet i.e. light goes orange? Or is it the wifi that is dropping?

Re: BT Smarthub 2 keeps disconnecting

PaddyB — Mon, 13 Dec 2021 15:54:28 GMT

Hi @andreaferns120472,

Thank you for posting. I'm sorry if you've been experiencing disconnections.

If you can give us a few details about what happens as suggested by @Will168 and @imjolly, that will help to give us an indication of what is happening with your connection.

Thanks,

Paddy

Re: BT Smarthub 2 keeps disconnecting

andreaferns120472 — Tue, 07 Dec 2021 08:32:39 GMT

The hub flashes red then after about 8 minutes it goes back to stable blue. This happens a few times during the day and evening. Does that help?

Re: BT Smarthub 2 keeps disconnecting

andreaferns120472 — Tue, 07 Dec 2021 08:35:47 GMT

The Smarthub 2 flashes orange/red/purple not sure which then after around 8 minutes it changes to stable blue when we are back online again. This happens a few times during the day and evening. I have tried setting the hub back to factory settings but still same problem.

Re: BT Smarthub 2 keeps disconnecting

imjolly — Tue, 07 Dec 2021 08:46:48 GMT

try quiet line test dial 17070 option 2 should be silent and best with corded phone

have you tried using test socket to eliminate any problems with internal wiring

post hub stats - hub manager/advanced settings/technical log information

Re: BT Smarthub 2 keeps disconnecting

andreaferns120472 — Tue, 07 Dec 2021 23:15:38 GMT

Hello

Thank you for your reply. I have the technical log but how do I send this to you?

Re: BT Smarthub 2 keeps disconnecting

andreaferns120472 — Wed, 08 Dec 2021 05:13:49 GMT

Thank you for your reply. I have the technical log here. Look forward to hearing from you

Re: BT Smarthub 2 keeps disconnecting

DavidM — Wed, 08 Dec 2021 09:31:19 GMT

Hi @andreaferns120472 and thanks for posting.

Have you tried the quiet line test mentioned by @imjolly That will let us know if there is a line fault. Can you try that and let us know what you find?

Cheers

David

Re: BT Smarthub 2 keeps disconnecting

andreaferns120472 — Sat, 11 Dec 2021 07:08:44 GMT

yes i have

Re: BT Smarthub 2 keeps disconnecting

andreaferns120472 — Sat, 11 Dec 2021 07:25:48 GMT

did you receive Hub stats?

Re: BT Smarthub 2 keeps disconnecting

imjolly — Sat, 11 Dec 2021 10:07:08 GMT

yes managed to see stats and obviously connection time very low and the constant restarts have caused the DLM to take action and reduce your connection speed and increase your noise margin in an attempt to stabilise your connection

was quiet line test totally silent?

have you managed to try using test socket with a filter?

Re: BT Smarthub 2 keeps disconnecting

andreaferns120472 — Sat, 11 Dec 2021 10:58:29 GMT

I think the quiet line test is ok. I am not using a filter as BT say a filter is not necessary with a smart hub 2. Any ideas?

Re: BT Smarthub 2 keeps disconnecting

imjolly — Sat, 11 Dec 2021 11:03:20 GMT

the quiet line test should be absolutely silent when using a corded phone any noise on line is a problem

you need to use a filter if you connect your hub to the test socket to see if that stabilises your line

which master socket do you have

Re: BT Smarthub 2 keeps disconnecting

licquorice — Sat, 11 Dec 2021 11:04:59 GMT

BT are talking nonsense, a filter, either incorporated into the master socket or external, is required with all hubs.

You need to use a filter if connecting to the test socket in order to provide a conversion from the rj11 plug that doesn't fit the test socket to a phone plug that does.

Re: BT Smarthub 2 keeps disconnecting

andreaferns120472 — Sat, 11 Dec 2021 11:14:55 GMT

sorry i dont understand what you mean?

Re: BT Smarthub 2 keeps disconnecting

andreaferns120472 — Sat, 11 Dec 2021 11:16:58 GMT

could you send me your email address so I can send you pictures as I dont see how to attach pictures on this chat?

Re: BT Smarthub 2 keeps disconnecting

andreaferns120472 — Sat, 11 Dec 2021 11:19:09 GMT

I have image number 7

Re: BT Smarthub 2 keeps disconnecting

imjolly — Sat, 11 Dec 2021 11:24:59 GMT

if you have master 7 then that is newest master and the faceplate just unclips - no screws. if you take off master then you can see the test socket and you need to use a filter as described by @licquorice to enable you to connect the cable from the hub

once connected then repost hub stats and leave hub connected if possible for couple of days and see if now more stable