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BT Smarthub 2 disconnecting

andreaferns120472 — Sun, 22 Jan 2023 03:27:17 GMT

My BT Smarthub 2 keeps disconnecting. When the hub disconnects it Flashes orange then eventually goes to stable orange then goes to stable blue

This takes around 10 minutes for the hub to reconnect again.

I can't seem to get an answer directly from BT and I have had many engineers but they can't find a problem. The hub usually disconnects several times in the evening!

I just don't know what to do!!

Re: BT Smarthub 2 disconnecting

Robbo_0410 — Sun, 22 Jan 2023 05:50:03 GMT

Probably a damaged ONT, check the pins on it

Re: BT Smarthub 2 disconnecting

andreaferns120472 — Sun, 22 Jan 2023 06:23:02 GMT

Sorry I don't understand what you mean. Please can you explain?

Re: BT Smarthub 2 disconnecting

Robbo_0410 — Sun, 22 Jan 2023 06:26:04 GMT

I assumed you had full fibre broadband, the ONT is the small white box they install to connect you via the fibre line outside your home

Re: BT Smarthub 2 disconnecting

andreaferns120472 — Sun, 22 Jan 2023 06:30:27 GMT

I do not have full fibre! This is not available at my property. At the moment I just have Fibre with Halo 3

Re: BT Smarthub 2 disconnecting

Devon_Dave — Sun, 22 Jan 2023 08:31:16 GMT

Do you have a dial tone on the phone line? You could have a noisy line that is causing the broadband disconnections.

Re: BT Smarthub 2 disconnecting

licquorice — Sun, 22 Jan 2023 11:06:38 GMT

Unfortunately, the many engineers have not been diligent enough to resolve your problem. It seems to be a common theme I'm afraid.

Re: BT Smarthub 2 disconnecting

Anonymous — Sun, 22 Jan 2023 12:03:59 GMT

I’ve had similar issues, a couple of external faults were found and fixed and a new Smart Hub 2 supplied, but still the drops continued with up to 20 a day last week and no faults found on the line.

I was wondering if there was anything else I could do internally and realised whilst I changed the hub I didn’t change the original power supply to the new one, so I changed it over and low and behold, stable connection.

It still disconnects around 6 AM briefly, but speed returns to normal and I am not seeing the frequent disconnects through the day as I was previously, although it has only been a couple of days.

Have BT offered to swap out your hardware?

Re: BT Smarthub 2 disconnecting

gg30340 — Sun, 22 Jan 2023 15:18:45 GMT

If the problem is only happening in the evening, is there a piece of electrical equipment that is turning off and on that could be causing interference/surges with your electrical circuit. It could be something like a heating boiler.

Re: BT Smarthub 2 disconnecting

andreaferns120472 — Sun, 22 Jan 2023 19:22:50 GMT

I am really not sure, the oil boiler is on a timer and thermostat so once the temperature has been reached I think the heating will go off. If this is the cause of the hub disconnecting any idea what I could do about this?

Re: BT Smarthub 2 disconnecting

andreaferns120472 — Sun, 22 Jan 2023 19:28:12 GMT

My BT Smarthub 2 was replaced around 4 months ago and yes I used cable that came with the hub. I'm exasperated!

Re: BT Smarthub 2 disconnecting

gg30340 — Sun, 22 Jan 2023 20:32:38 GMT

@andreaferns120472 wrote:

I am really not sure, the oil boiler is on a timer and thermostat so once the temperature has been reached I think the heating will go off. If this is the cause of the hub disconnecting any idea what I could do about this?

The first thing would be to establish if the boiler is the problem. Not a great time of the year to do this but one evening turn the boiler off so that it is not not coming on or being thermostatically controlled.

If you get through the evening without the Smarthub disconnecting it would be fair to suspect that the boiler is causing the problem. To be sure though you would need to do the above a couple of times.

If however the hub still disconnects you will know that it is not the boiler and that it could be some other electrical item that is causing the problem or possibly nothing to do with the electrical circuit in your house.