This topic

Smarthub 2 disconnecting

andreaferns120472 — Mon, 07 Nov 2022 00:19:38 GMT

Over the past 2 weeks my Smarthub 2 keeps disconnecting and reconnecting. I contacted BT 4 days ago and they refreshed the line. Still same problem. I have turned the hub off and on again but still same problem. I also have 4 black wi-fi discs around my house. Can anyone help me as BT are not providing me with a solution!

Re: Smarthub 2 disconnecting

imjolly — Mon, 07 Nov 2022 10:04:50 GMT

as long as you don't have digital voice can you check for line noise on your phone by dialing 17070 option 2 should be silent and best with corded phone

Re: Smarthub 2 disconnecting

andreaferns120472 — Mon, 07 Nov 2022 10:59:35 GMT

There is a slight crackle on my land line but when I make calls the crackle is worse. I have had many BT and Openreach engineers I think I have had around 15 visits in this year alone, but they can never find a fault on the line. It's most infuriating!

Re: Smarthub 2 disconnecting

imjolly — Mon, 07 Nov 2022 11:56:04 GMT

sorry but you need to report a phone fault not a broadband fault to 151 or 0800800151 from mobile

if you can get line fixed and no crackle then you should get a stable connection

Re: Smarthub 2 disconnecting

andreaferns120472 — Mon, 07 Nov 2022 12:25:12 GMT

I had an engineer last week regarding crackle on line and they couldn't find a fault!

Re: Smarthub 2 disconnecting

andreaferns120472 — Thu, 10 Nov 2022 00:40:58 GMT

I reported phone fault many times, BT engineers have been sent but they can't find a fault on the line!

Re: Smarthub 2 disconnecting

RobbieMac — Thu, 10 Nov 2022 08:53:45 GMT

Hi @andreaferns120472

Thanks for your posts and welcome back!

I am sorry for the problems you're having with noise on your line when you're making calls. This would also affect your broadband service. I am disappointed to see that you've had to book so many engineer visits that haven't been able to repair the fault.

I have sent you a private message with instructions on how you can send us over your details and we'll look into this for you. See: Private messages

Thanks,

Robbie

BT Smarthub2

andreaferns120472 — Mon, 19 Dec 2022 06:57:00 GMT

Can anyone recommend an alternative to the BT Smarthub 2 router. My Smarthub keeps disconnecting and I have read in community to try a different router

Re: BT Smarthub2

Keith_Beddoe — Mon, 19 Dec 2022 07:09:37 GMT

@andreaferns120472

What broadband package do you have, and are you on BT Digital Voice?

Re: BT Smarthub2

andreaferns120472 — Mon, 19 Dec 2022 07:34:36 GMT

My broadband package is Fibre with Halo 3, not sure what you mean by BT Digital Voice?

Re: BT Smarthub2

andreaferns120472 — Mon, 19 Dec 2022 07:35:03 GMT

My broadband package is Fibre with Halo 3, not sure what you mean by BT Digital Voice?

Re: BT Smarthub2

Keith_Beddoe — Mon, 19 Dec 2022 07:41:49 GMT

Do you use your phone service?

Halo 3 extras would not work with a different router.

When you get the disconnections, do the lights on the home hub change colour, indicating a line fault?

Re: BT Smarthub2

andreaferns120472 — Mon, 19 Dec 2022 07:59:55 GMT

I do use BT phone service.

When the hub disconnects the lights go orange and then flash and return to blue

Re: BT Smarthub2

Keith_Beddoe — Mon, 19 Dec 2022 08:19:33 GMT

Then you have a line fault, so its unlikely using a different router will help. How many times have you reported the problem to BT?

If you really want to prove it, then buy a cheap basic router and try that and see if that disconnects.

Provided you have a VDSL (copper connection) under 80mbs, and are happy to have a 2.4GHz wireless signal, then one of these will work https://www.tp-link.com/uk/service-provider/dsl-router/td-w9970/

Cost about £33 from Amazon and £40 from Argos. You can normally return them if you still get the disconnections.

If you must have dual band wireless, then https://www.tp-link.com/uk/service-provider/dsl-router/archer-vr400/

That costs nearly £80.

Re: BT Smarthub2

andreaferns120472 — Mon, 19 Dec 2022 08:28:01 GMT

I certainly do have a line fault as there is a crackle on the line, I have had many BT and Openreach engineers visit my house over the past few months but they can never find a fault. I am still in talks with BT regarding this issue and over the past 10 days I have had two engineer appointments booked both times no engineer turned up. I have sent a few messages to my BT contact using BT community but they haven't responded. It's absolutely ridiculous, I know there is a fault on the line as when I use my landline I ask the person I am speaking to if they can hear a crackle on the line and they always say yes. I am exasperated, I just don't know what to do!

Re: BT Smarthub2

Keith_Beddoe — Mon, 19 Dec 2022 08:43:09 GMT

Then you would be wasting your time and money trying a different router, as its a line fault.

Did you contact @RobbieMac as requested here https://community.bt.com/t5/Home-setup-Wi-Fi-network/Smarthub-2-disconnecting/m-p/2261704#M198841

There was no update to this thread as to the result.

Re: BT Smarthub2

Anonymous — Mon, 19 Dec 2022 08:41:02 GMT

Changing router will be completely pointless.

How are you reporting this fault, as broadband or phone? I would suggest that reporting a phone fault is more likely to result in a fix as it's too easy to dismiss a broadband fault.

Edit: I see this has already been covered. You are wasting everyone's time starting a second thread.

Re: Smarthub 2 disconnecting

andreaferns120472 — Mon, 19 Dec 2022 08:44:16 GMT

I do not see a private message from you!

Re: Smarthub 2 disconnecting

andreaferns120472 — Mon, 19 Dec 2022 08:48:16 GMT

The last private message in my inbox was on the 15th December from

JohnC2

Moderator

MessageFriendIgnore

Re: BT Smarthub2

Keith_Beddoe — Mon, 19 Dec 2022 08:51:17 GMT

@andreaferns120472 I have flagged to issue to a moderator, on the original thread, so please watch that for updates as it looks like it was missed, which can occasionally happen.

You should have receive a message here https://community.bt.com/t5/notes/v1_1/privatenotespage/tab/inbox