This topic

DNS issues with Smart Hub 2

Magrox — Sun, 31 Aug 2025 20:44:26 GMT

I have had a BT Smart Hub 2 since June 2020 with Full Fibre 100. Since June 21 I have also had Digital Voice provided through the Smart Hub. All was well until April 2024 when I started being unable to use the internet. Suddenly all devices connected to the internet lost their ability to find new pages or websites. However, I could still watch a TV programme over the internet until it ended when no further programmes were available. The admin page of the Smart Hub reported that the broadband was working, which was technically true but I could not access any new websites or pages. Digital Voice still worked and the Hub still had a nice blue colour. There were no visible problems in the fault logs. The problem has repeated itself roughly once a month. If I leave the hub alone it does not recover (left it for 24 hours as a test). The only way to get the internet to work properly again is to reboot the hub. Everything then returns to normal until the next time. I had been hoping that it was a software issue and BT would come up with a fix. But it is still happening after almost 18 months. It looks very much like a DNS fault where any new request from my devices for an website are not being correctly passed on by the Smart Hub. Could a BT moderator please pass this problem on to your technical people to come up with a solution as I am paying for a reliable internet service and that is not currently being provided by BT.

Re: DNS issues with Smart Hub 2

Steve_M — Mon, 01 Sep 2025 09:24:34 GMT

I can pass this to the Hub team if you are able to message me your contact details/ account number

Steve

Re: DNS issues with Smart Hub 2

Anonymous — Mon, 01 Sep 2025 09:55:07 GMT

Have a look at this thread that describes similar symptoms.

Sadly there's no definitive conclusion, but there seems to be some anecdotal evidence that certain combinations of lines & the SH2, results in what you're experiencing. The thread suggests that changing to an EE Hub may be a solution. Certainly worth a try.

Re: DNS issues with Smart Hub 2

harry161 — Mon, 01 Sep 2025 17:40:38 GMT

Hi Steve, I have got the same problem and I am 99% sure this is to do with the DNS server. This issue randomly happens, when it happens, if I manually set the DNS server on my laptop to Google DNS, then everything works fine on my laptop. This has been troubling me for more than a year now, contacting support hasn’t provided any solution.

Re: DNS issues with Smart Hub 2

pippincp — Mon, 01 Sep 2025 19:30:22 GMT

@harry161 IMHO you are 100% correct. BT's (and other ISP's) DNS servers have always been flacky though not as bad as a few years ago. Back then I always advised people to change servers on their devices as it cannot be done in the hub.

Back when I was a BT user I never used a BT hub so had my router set on different DNS servers. Never had a problem, neither did users who changed their devices according to feedback at the time.

Sad to see BT haven't changed after all these years though perhaps it doesn't happen as often. Not good for users when it does though.

Re: DNS issues with Smart Hub 2

Steve_M — Tue, 02 Sep 2025 07:52:34 GMT

If either of you get it again, I'd love to take a look whilst the issue is Live. If you could drop me a message next time it happens I'll jump on a laptop.

Steve

Re: DNS issues with Smart Hub 2

harry161 — Sun, 07 Sep 2025 08:56:27 GMT

Hi Steve, the issue is happening now, not sure if you are working today, any info you need from me?

Re: DNS issues with Smart Hub 2

harry161 — Sun, 07 Sep 2025 08:57:08 GMT

@Steve_M as in my previous post, add @ to make sure you got it

Re: DNS issues with Smart Hub 2

Steve_M — Sun, 07 Sep 2025 08:58:28 GMT

I’ll grab a laptop. Can you DM me your account number or phone number please. Steve

Re: DNS issues with Smart Hub 2

harry161 — Sun, 07 Sep 2025 09:03:17 GMT

sorry how can I send a dm, can't find the option....

Re: DNS issues with Smart Hub 2

Steve_M — Sun, 07 Sep 2025 09:04:10 GMT

No worries. What’s your hub serial number?

Re: DNS issues with Smart Hub 2

harry161 — Sun, 07 Sep 2025 09:08:18 GMT

Re: DNS issues with Smart Hub 2

Steve_M — Sun, 07 Sep 2025 09:07:46 GMT

Thanks, will take a look

Re: DNS issues with Smart Hub 2

Steve_M — Sun, 07 Sep 2025 09:17:36 GMT

Hi @harry161

I think I can see a problem with your hub and will pass the info onto the hub team.

I've restarted a few processes. Are you working again now please?

Steve

Re: DNS issues with Smart Hub 2

harry161 — Sun, 07 Sep 2025 09:23:03 GMT

Hi Steve, yes it's working now. so next time it happens should I just restart the hub, anything I can do to prevent it?

Re: DNS issues with Smart Hub 2

Steve_M — Sun, 07 Sep 2025 09:25:34 GMT

Thankyou! Very much appreciated!

A reboot will work yes but not ideal for you! Let me get back to you once I've had a think and spoken to the team about next steps.

Steve

Re: DNS issues with Smart Hub 2

harry161 — Sun, 07 Sep 2025 09:28:08 GMT

Thank you very much, Steve. Yes it’s frustrating especially when I’m outside and don’t have physical access to the hub. I’m glad I could help.

Re: DNS issues with Smart Hub 2

harry161 — Sun, 28 Sep 2025 19:15:18 GMT

@Steve_M Hi Steve, have you got a fix for this? It has happened twice in the past two week which is very annoying.

Re: DNS issues with Smart Hub 2

SouthWest1 — Tue, 30 Sep 2025 07:38:15 GMT

I had exactly the same problem after changing to Full Fibre. A new hub is on its way.

Re: DNS issues with Smart Hub 2

SouthWest1 — Tue, 30 Sep 2025 07:40:33 GMT

The other thread is about wifi. I have a wired connection.