This topic

BT Smart Hub 2

Attheend — Sat, 20 Feb 2021 12:45:44 GMT

Can I replace the BT Smart Hub 2 with my old BT Hub 5 which gave much better coverage or will BT give me trouble?

Re: BT Smart Hub 2

Keith_Beddoe — Sat, 20 Feb 2021 13:42:59 GMT

@Attheend wrote:

Can I replace the BT Smart Hub 2 with my old BT Hub 5 which gave much better coverage or will BT give me trouble?

Yes, provided you do not have a G.Fast (Ultrafast connection).

BT do not care what you use, ever third party routers. But they only support BT Home Hubs.

Re: BT Smart Hub 2

Les-Gibson — Sat, 20 Feb 2021 13:53:02 GMT

Not if you have Digital Voice or Complete Wi-Fi (the black discs)

Re: BT Smart Hub 2

Attheend — Sat, 20 Feb 2021 14:16:05 GMT

I have BT Smart Hub 2 which is nothing but trouble, have to ethernet it which means can't use laptop downstairs. Still have the BT Hub 5 which the 2 supposedly replaces and just want to know if I can uninstall the 2 and replace with the 5. Will I still get support?

Re: BT Smart Hub 2

Les-Gibson — Sat, 20 Feb 2021 14:18:32 GMT

Yes, if you're using a bt hub you will get support

Re: BT Smart Hub 2

NeilO — Sat, 20 Feb 2021 18:12:29 GMT

Hi @Attheend I'm sorry to see you're having trouble with the Smart Hub 2.

Did you try the other wireless modes on the Smart Hub 2 to see if that helped with your wireless issues? Some devices work better on mode 2 so I'd recommend giving that a go.

Thanks

Neil

Re: BT Smart Hub 2

Attheend — Sun, 21 Feb 2021 13:40:28 GMT

As there was a speed problem as well as connectivity (dropping out) BT was contacted. We were told the BT Smart Hub 2 is the best in the industry, all the reviews say so and we would have to use an ethernet cord which we haven't used since about 2012. No one mentioned other wireless modes or anything else. Could you explain please? Would be much appreciated?

Re: BT Smart Hub 2

NeilO — Sun, 21 Feb 2021 14:58:55 GMT

Hi @Attheend The Smart Hub 2 is the latest most up to date router we provide customers with. I'm sorry, I can't explain why this wasn't suggested previously when you spoke to customer services. Did you give it a try to see if it helped?

As you wanted to go back to the Hub 5 that worked without issue, I thought it could be a compatibility issue with older devices and the newer hub therefore suggested the wireless mode change to see if it helped. The link I posted previously explains what each mode does.

Thanks

Neil

Re: BT Smart Hub 2

Attheend — Sun, 21 Feb 2021 15:39:54 GMT

There are other people watching tv etc so will have to wait to try this out when it is quiet. We weren't told a lot of things when we renewed our contract. Guess it's our fault for not asking more questions. I notice on the forum that many other people are having trouble with this hub.

Re: BT Smart Hub 2

NeilO — Sun, 21 Feb 2021 15:59:16 GMT

@Attheend No problem, give it a go when its convenient for you and post back to let us know how you get on. Due to the nature of a support community, you'll only see posts from people who are generally seeking assistance with a problem. For the majority of customers, it works without a problem.

Thanks

Neil

Re: BT Smart Hub 2

spile — Mon, 22 Feb 2021 07:23:51 GMT

I have come to the conclusion that the Smarthub 2 is solid and reliable as a router but it’s wireless performance is poor and restricted. For example the inability to have separate ssid for 2.4 and 5 GHz.

Re: BT Smart Hub 2

Attheend — Wed, 24 Feb 2021 11:39:43 GMT

I won't be able to try the modes you suggested until the weekend. Do you know if I have to return the old BT Hub 5 which I would like to keep if possible?

Re: BT Smart Hub 2

Attheend — Wed, 24 Feb 2021 11:42:37 GMT

The wireless is poor for us, never had a problem before. Having to ethernet the laptop, router is upstairs, can't use laptop downstairs. Driving me mad.

Re: BT Smart Hub 2

Les-Gibson — Wed, 24 Feb 2021 14:47:04 GMT

Any equipment you received before 13 Dec 2019 is yours to keep.

https://www.bt.com/help/tv/how-to-return-and-recycle-your-bt-broadband-hub-and-bt-tv-box-fo

Re: BT Smart Hub 2

Attheend — Wed, 24 Feb 2021 18:10:41 GMT

Thank you very much. I would like to do a "Problem Solved" but don't see the box.

Re: BT Smart Hub 2

licquorice — Wed, 24 Feb 2021 19:00:43 GMT

Message 5 has already been marked as the Accepted solution.