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MyBT app Restart my Hub not working

Zaphod-CGC — Sun, 24 Mar 2024 07:49:38 GMT

After a power failure some of my smart wifi devices don’t always reconnect, so the remote Hub restart function in the MyBT app has been invaluable when I’m away from home. It solves the issue. However after a recent router failure BT sent me a HomeHub 6 and the remote restart function no longer works. The app gives me the message “Restart Failed. Sorry we timed out.”

Is this functionality no longer supported? Thanks for any helpful insight.

Re: MyBT app Restart my Hub not working

Keith_Beddoe — Sun, 24 Mar 2024 07:55:31 GMT

@Zaphod-CGC

Welcome to this user forum for BT Retail phone and broadband customers.

The Home hub 6 does not exist.

See https://www.bt.com/help/broadband/learn-about-broadband/different-types-of-bt-hub

I believe that the remote reset feature was only implemented on the Smart Hub 2, when its admin features were moved over to the app.

Re: MyBT app Restart my Hub not working

Zaphod-CGC — Sun, 24 Mar 2024 08:27:44 GMT

Thanks for the rapid reply. Then I’m confused. I used to have a BT Smart Hub and the remote restart function worked reliably. I needed to use it quite frequently as power failures are common. Then after a recent hub failure BT sent an identical looking replacement router that is labelled “BTHub6”. The MyBT app restart hub function no longer works. Z

Re: MyBT app Restart my Hub not working

Keith_Beddoe — Sun, 24 Mar 2024 08:40:34 GMT

If the home hub is identical, there are two possibilities.

The firmware may not be up to date and does not support that function yet. If you can access all of the settings like access controls, from the web interface, then that means its old firmware, as that function was removed on the later versions.

The other possibility is that the new hub serial number has not been registered against your BT account, on the BT remote management system that sends commands to the home hub.

Re: MyBT app Restart my Hub not working

Zaphod-CGC — Sun, 24 Mar 2024 09:01:56 GMT

Access features are available from the web interface. Extract from tech log below. Z

Re: MyBT app Restart my Hub not working

Keith_Beddoe — Sun, 24 Mar 2024 09:10:49 GMT

Can you access Wi-Fi controls that restrict what devices can connect, as that feature was removed.

As for the firmware version, you will have to see if other forum members can help with this, as I use a home hub 4 (ADSL).

Re: MyBT app Restart my Hub not working

Zaphod-CGC — Sun, 24 Mar 2024 09:19:01 GMT

Can’t see where wifi control restrictions would be in the web interface.
Thanks again for your advice and patience. Z

Re: MyBT app Restart my Hub not working

Keith_Beddoe — Sun, 24 Mar 2024 09:26:25 GMT

It used to be under "access controls" or similar.

Its quite possible its the second reason I said, why you cannot restart the hub.

Can you access Wi-Fi controls from the BT app, as I think that also requires that your account is linked to the hub serial number?

Re: MyBT app Restart my Hub not working

Zaphod-CGC — Sun, 24 Mar 2024 10:15:21 GMT

Broadband security and BT Cloud can be controlled. Don’t see wifi access controls.

Re: MyBT app Restart my Hub not working

Keith_Beddoe — Sun, 24 Mar 2024 10:33:18 GMT

Then it looks like the app has no link to your new hub via your account. How long ago did BT give you the replacement hub?

The option to restart must have shown before if you could do it.

I suspect that its old firmware on the hub. That again relies on the system knowing the new serial number so it can push updates. I am not sure how this is kept updated.

Re: MyBT app Restart my Hub not working

Zaphod-CGC — Sun, 24 Mar 2024 10:35:32 GMT

My original hub had supported remote restart for as long as I can remember. It then suffered a total failure. The first BTHub6 arrived in January 2024, and that didn’t support remote restart. Then following a temporary glitch in early March they sent me yet another a week ago, and that doesn’t seem to support it either. How does the serial number get associated with my account?
Am I entitled to a replacement that does support it, I wonder?

Re: MyBT app Restart my Hub not working

Keith_Beddoe — Sun, 24 Mar 2024 10:44:04 GMT

I do not how this gets updated, there is probably some background admin process that has to take place. All I can do is to ask a moderator how this is supposed to happen, and whether it can be initiated by a back office team. They may post here.

I know the helpdesk can normally force a restart, so they must have a process to identify the hub serial number by looking at your connection.

Re: MyBT app Restart my Hub not working

Zaphod-CGC — Sun, 24 Mar 2024 11:04:06 GMT

Keith, thank you for your detailed replies. Unless a moderator steps in I think I’m at a standstill. I’ll check the forum later as I have things to do for the next few hours. Thanks again. You’re a star! Z

Re: MyBT app Restart my Hub not working

Anonymous — Sun, 24 Mar 2024 11:18:09 GMT

Not sure this helps much but I ran a SH for a short while in December. That had been offline for probably three or four years but updated quickly to the same version you're showing. So that would at least suggest that firmware isn't the issue.

But I've never used the MyBT app, so don't have any experience of remote restarting.