This topic

How do I remove (temporarily) devices from my BT Smart Hub 2 in order to fix a problem with my tv

BillR48 — Tue, 05 Apr 2022 10:10:56 GMT

I have had a long standing problem with my TV relating to the Player apps such as BBC iPlayer. I cannot launch the apps without first having to carry out a soft re-boot of the television each time. I've had Sonly and a TV repair company involved in seeking to fix this fault without success as well as a BT home engineer check out the Hub.

The supplier of the TV, which is still under warranty, has suggested that I can fix the problem by going into Hub Manager, Advanced Settings and My Network. At the bottom of the screen is a list of devices connected to my network. There is a "remove" button against each device. I've been advised to remove all the devices from the Hub using this button - only I cannot get it to work! The other part of this fix is then after removing the devices from the Hub is to first disconnect it from the wall socket and wait 30 seconds then disconnect the TV in the same way.

Can anyone tell me if this "remove" button actually does remove the devices (temporarily), and if it does, why can't I get it to work?

BillR

Re: How do I remove (temporarily) devices from my BT Smart Hub 2 in order to fix a problem with my t

Les-Gibson — Tue, 05 Apr 2022 10:40:52 GMT

The remove button does work but only if the device is shown as inactive (grey background) you won't be able to remove anything shown on a green background. In any case the advice that you were given sounds like a load of doodah, it simply doesn't make sense.

If you still want to try it then the best way would be to backup the present config of your hub if you have any set any personalisations (port forwarding etc) and do a factory reset. Once restarted you can turn off Smart setup (which is most likely to be causing your problem) and reload the saved config.

See What is Smart Setup on the BT Hub? How can I turn it on and off? | BT Help

Re: How do I remove (temporarily) devices from my BT Smart Hub 2 in order to fix a problem with my t

gg30340 — Tue, 05 Apr 2022 13:34:11 GMT

I have to agree that the advice you have been given about removing devices would appear to be a load of rubbish.

Which model of Sony TV do you have and how is it connecting to the Internet. Is it via Ethernet or using wireless?

Have you checked if you have BT Web Protect activated? BT were activating it by default. If it is activated I would suggest that you turn it off and see how you get on.

See link about BT Web Protect.

Learn about BT Web Protect | BT Help

Re: How do I remove (temporarily) devices from my BT Smart Hub 2 in order to fix a problem with my t

BillR48 — Wed, 06 Apr 2022 09:55:41 GMT

Thanks for your response. The tv is a Sony KD49XE8005BU, which is connected by ethernet to my BT hub. I deactivated BT Web Protect, but the fault remains.

Re: How do I remove (temporarily) devices from my BT Smart Hub 2 in order to fix a problem with my t

Anonymous — Wed, 06 Apr 2022 10:18:42 GMT

If you have a smartphone with data & signal is good at home, try connecting the TV to that as a WiFi hotspot. If the issue persists you then know it's not the connection but something in the TV.

If not, can you see decent WiFi signal from a neighbour who might let you connect temporarily to test?

Re: How do I remove (temporarily) devices from my BT Smart Hub 2 in order to fix a problem with my t

Les-Gibson — Wed, 06 Apr 2022 12:13:27 GMT

/Have you disabled Smart Setup as advised in message 2

Re: How do I remove (temporarily) devices from my BT Smart Hub 2 in order to fix a problem with my t

BillR48 — Wed, 06 Apr 2022 12:51:23 GMT

I tried the suggested fix in your second paragraph:

and this appears to have fixed my long standing issue. Many thanks.

Re: How do I remove (temporarily) devices from my BT Smart Hub 2 in order to fix a problem with my t

BillR48 — Wed, 06 Apr 2022 13:03:25 GMT

Yes I disable Smart Setup. Should I be reinstating it?

Re: How do I remove (temporarily) devices from my BT Smart Hub 2 in order to fix a problem with my t

licquorice — Wed, 06 Apr 2022 13:06:32 GMT

No, definitely not!!!!

Re: How do I remove (temporarily) devices from my BT Smart Hub 2 in order to fix a problem with my t

BillR48 — Thu, 07 Apr 2022 09:15:38 GMT

Having said in my previous reply that the fault appears to be fixed, it hasn't, which is quite frustrating. I've had several of these 'false dawns', when I think the issue has been resolved, only for it to return. Any other thoughts?

Re: How do I remove (temporarily) devices from my BT Smart Hub 2 in order to fix a problem with my t

gg30340 — Thu, 07 Apr 2022 10:11:57 GMT

It appears as though your TV is "loosing" its connection to the hub and it needs to be restarted in order to find it.

You could try getting the TV to use the same IP address each time it connects to the Smarthub.

Log onto the hub and go to the Advance settings and go to My Network. Locate the TV in the list of devices and click on it. When the new page opens scroll down and select "Always use this IP Address" and click Save.

Re: How do I remove (temporarily) devices from my BT Smart Hub 2 in order to fix a problem with my t

Les-Gibson — Thu, 07 Apr 2022 10:22:31 GMT

As @gg30340 has already advised, it does sound like the TV is losing it's connection to the hub.

Is it connected by Wi-Fi or ethernet and if by Wi-Fi would it be possible to try a cable instead

Re: How do I remove (temporarily) devices from my BT Smart Hub 2 in order to fix a problem with my t

Anonymous — Thu, 07 Apr 2022 10:25:55 GMT

I did post some suggestions previously.

Further to the above, it would be better to set a static IP address on the TV itself. I believe the BT hubs start their DHCP pool at 192.168.1.64, so any address below this that isn't used elsewhere would be fine.

Re: How do I remove (temporarily) devices from my BT Smart Hub 2 in order to fix a problem with my t

BillR48 — Thu, 07 Apr 2022 10:40:26 GMT

That is exactly what it is doing. Only it doesn't always work, I can temporarily fix the fault by doing a "soft reboot" of the tv, after which I can launch any of the various players. It's guaranteed that the next time I switch on the tv and try and launch any of the players it comes up with an error message.

As suggested I've gone into the Hub and located the tv, and saved "YES" against "Always use this IP Address". The connection status is showing "not connected". I tried launching the apps following your advice and got the usual error message.

The fix for this is in preventing the tv loosing its connection to the Hub. How to do this - I wouldn't know.

Re: How do I remove (temporarily) devices from my BT Smart Hub 2 in order to fix a problem with my t

Les-Gibson — Thu, 07 Apr 2022 10:47:23 GMT

The fix could well be in connecting the TV to the Hub using an ethernet cable instead of using Wi-Fi. See message 12

Re: How do I remove (temporarily) devices from my BT Smart Hub 2 in order to fix a problem with my t

Anonymous — Thu, 07 Apr 2022 10:54:53 GMT

@Les-Gibson

Message 4:

The tv is a Sony KD49XE8005BU, which is connected by ethernet to my BT hub.

Re: How do I remove (temporarily) devices from my BT Smart Hub 2 in order to fix a problem with my t

Les-Gibson — Thu, 07 Apr 2022 11:03:55 GMT

Might be worth changing the cable, they don't last forever

Re: How do I remove (temporarily) devices from my BT Smart Hub 2 in order to fix a problem with my t

BillR48 — Thu, 07 Apr 2022 11:54:52 GMT

The connection is by way of an ethernet cable. I did wonder if there was an issue with the cable, tried a new one, with no resolution of the problem.

Re: How do I remove (temporarily) devices from my BT Smart Hub 2 in order to fix a problem with my t

Les-Gibson — Thu, 07 Apr 2022 11:58:21 GMT

It sounds like desperate measures time then, either try another router if you have one or take your TV to a friends house and see what happens

Re: How do I remove (temporarily) devices from my BT Smart Hub 2 in order to fix a problem with my t

Les-Gibson — Thu, 07 Apr 2022 12:06:37 GMT

@BillR48wrote:
The connection is by way of an ethernet cable. I did wonder if there was an issue with the cable, tried a new one, with no resolution of the problem.

Just an extra thought.

Are you on FTTP and if you are then what is the status of the PON and LOS lights on the Openreach modem (ONT) when the fault occurs