This topic

Can't login to Smart Hub 2 over Ethernet but Wifi works!

Phil_H — Fri, 09 Aug 2024 12:07:24 GMT

For some reason my Windows 10 PC will no longer allow me to login to my Smart Hub 2 either at 192.168.1.254 or using the URL http://bthomehub.home/ on the Ethernet Connection but I can login and manage if I use any other device over WiFi. For example it works using my iPad Air and my Android phone!

I also have a Windows 11 Mini PC which has both Ethernet and WiFi. Again it cannot access the Hub if I have WiFi turned off (therefore when using the Ethernet connection) but when I turn on WiFi - hey presto, I can connect and manage the Hub.

I'm stumped why this has started to happen as I never had this issue before. Any help would be gratefully accepted!

I've tried turning off the Firewall in BT's Norton anti-virus but that didn't make any difference.

Re: Can't login to Smart Hub 2 over Ethernet but Wifi works!

naylor2006 — Fri, 09 Aug 2024 12:20:45 GMT

Quite odd indeed.

I assume you can access the internet via ethernet when this issue is occurring?

Sounds like one of those things where I would start by powering off the hub and back on

Re: Can't login to Smart Hub 2 over Ethernet but Wifi works!

Phil_H — Fri, 09 Aug 2024 12:30:32 GMT

Yes it is very odd! Internet works perfectly and I did power off the hub and switch it back on. That made no difference so I also used a pin to press the factory reset button on the back but again, no difference.

Thw Win11 PC is connected directly to a port on the hub and the Win 10 PC is via a switch that is connected to another port on the hub.

Re: Can't login to Smart Hub 2 over Ethernet but Wifi works!

naylor2006 — Fri, 09 Aug 2024 12:40:37 GMT

Is this replicated in a different browser also, such as Chrome or Firefox?

Also as an addition test can you try pinging the router?

In windows open command prompt, you can find this in windows search or just typing in CMD

Then type:

ping 192.168.1.254

You should get responses....

Also can you paste the returned output you get from the following (remove MAC addresses)

ipconfig /all

Do these tests with WIFI off and ethernet in but I assume you gathered that already.

Re: Can't login to Smart Hub 2 over Ethernet but Wifi works!

Phil_H — Fri, 09 Aug 2024 12:57:36 GMT

Hi naylor and thanks for your help.

Chrome gives the same behaviour.

Pinging 192.168.1.254 times out.

ipconfig/all output ->

C:\Users\Philip>ipconfig/all

Windows IP Configuration

Host Name . . . . . . . . . . . . : Philip-FusionPC
Primary Dns Suffix . . . . . . . :
Node Type . . . . . . . . . . . . : Hybrid
IP Routing Enabled. . . . . . . . : No
WINS Proxy Enabled. . . . . . . . : No
DNS Suffix Search List. . . . . . : home

Ethernet adapter Ethernet:

Connection-specific DNS Suffix . : Home
Description . . . . . . . . . . . : Realtek PCIe GBE Family Controller
Physical Address. . . . . . . . . : *****************
DHCP Enabled. . . . . . . . . . . : Yes
Autoconfiguration Enabled . . . . : Yes
IPv6 Address. . . . . . . . . . . : 2a02:c7c:415c:8200:da5c:2a02:95b7:8407(Preferred)
IPv6 Address. . . . . . . . . . . : fd2b:fc1a:e0b:0:5664:6c5e:e238:81ae(Preferred)
Temporary IPv6 Address. . . . . . : 2a02:c7c:415c:8200:a513:d3bc:edfe:fa99(Preferred)
Temporary IPv6 Address. . . . . . : fd2b:fc1a:e0b:0:a513:d3bc:edfe:fa99(Preferred)
Link-local IPv6 Address . . . . . : fe80::2eb6:ccf1:626a:2418%4(Preferred)
IPv4 Address. . . . . . . . . . . : 192.168.0.237(Preferred)
Subnet Mask . . . . . . . . . . . : 255.255.255.0
Lease Obtained. . . . . . . . . . : 09 August 2024 11:54:41
Lease Expires . . . . . . . . . . : 10 August 2024 11:54:42
Default Gateway . . . . . . . . . : fe80::26a7:dcff:fe71:6d49%4
192.168.0.1
DHCP Server . . . . . . . . . . . : 192.168.0.1
DHCPv6 IAID . . . . . . . . . . . : 336642939
DHCPv6 Client DUID. . . . . . . . : 00-01-00-01-1B-87-4B-CD-10-C3-7B-91-B4-6A
DNS Servers . . . . . . . . . . . : fd2b:fc1a:e0b:0:26a7:dcff:fe71:6d48
192.168.0.1
fd2b:fc1a:e0b:0:26a7:dcff:fe71:6d48
NetBIOS over Tcpip. . . . . . . . : Enabled
Connection-specific DNS Suffix Search List :
home

Ethernet adapter Bluetooth Network Connection:

Media State . . . . . . . . . . . : Media disconnected
Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : Bluetooth Device (Personal Area Network)
Physical Address. . . . . . . . . : ******************
DHCP Enabled. . . . . . . . . . . : Yes
Autoconfiguration Enabled . . . . : Yes

C:\Users\Philip>

Re: Can't login to Smart Hub 2 over Ethernet but Wifi works!

naylor2006 — Fri, 09 Aug 2024 13:07:36 GMT

The issue is quite clear....

Look at your IP address and note that it is on a different subnet pointing to a different default gateway, I assume you havent altered the BT Hub to give out IP's from 192.168.0.0/24?

Assuming you havent, then for some reason your IPV4 settings on your PC there are wrong, I note that it says they are automatically assigned and DHCP is enabled so your PC should be getting an IP from the 192.168.1.0/24 subnet and your default gateway should say 192.168.1.254, and yet it says 192.168.0.1.....

I cant understand why this would have happened, especially after factory resetting the BT hub.....you havent got two DHCP servers running have you like another router on the network somewhere or AP that hasnt been setup right?

Anyway if you just have the BT Hub, from command prompt again with WIFI disabled and just ethernet in issue this:

ipconfig /release

and then

ipconfig /renew

This should then hopefully pick up the correct information from the BT Hub, you can check by

ipconfig /all

Now you should see default gateway as 192.168.1.254 along with your own IP address reflecting the 192.168.1.0/24 subnet too.

Re: Can't login to Smart Hub 2 over Ethernet but Wifi works!

Phil_H — Fri, 09 Aug 2024 13:15:56 GMT

Ah, I was beginning to suspect something like this! I have a Sky Q box which may be acting as a router and DHCP server. It's connected to the network via a pair of Ethernet-over-mains adaptors. It also has WiFi.

Re: Can't login to Smart Hub 2 over Ethernet but Wifi works!

naylor2006 — Fri, 09 Aug 2024 13:20:28 GMT

The Sky Q box itself shouldnt be acting as a router, the powerlines could be however, you'll need to switch off any DHCP servers on those powerlines if it is there.

Also are you saying the powerlines give out WIFI too?

In which case you need to have a look at the config there ensuring you have 1 DHCP server enabled, the internet still works I guess because your powerlines are taking the internet traffic and probably passing it to its next hop, the BT Router, however because your PC there is on a different subnet it wont be able to access an IP on another subnet without proper routing.

Re: Can't login to Smart Hub 2 over Ethernet but Wifi works!

Phil_H — Fri, 09 Aug 2024 13:25:27 GMT

Sorry for confusion. The power lines don't have WiFi, just Ethernet, but the Sky Q box itself does have WiFi. However, when I connect my iPad/Android phone to WiFi I'm definitely connecting to the BT Hub, so the Sky Q WiFi is probably irrelevant.

Should I disconnect the power line adaptors and try your ipconfig/release and renew suggestion from the previous email?

Re: Can't login to Smart Hub 2 over Ethernet but Wifi works!

naylor2006 — Fri, 09 Aug 2024 13:28:04 GMT

The Sky Q box has WIFI but its not relevant as you say.

Yeah you can do that......hopefully you get your correct IP info then.

Once you plug the powerlines back in however problems may then occur again, if they are indeed the issue.

Maybe factory reset the power lines and ensure you set them up to use DHCP themselves so they will just auto get their junk from the Hub and everything will be in harmony.

Re: Can't login to Smart Hub 2 over Ethernet but Wifi works!

Phil_H — Fri, 09 Aug 2024 14:00:02 GMT

I disconnected the Ethernet cables from both poweline adaptors and tried the ipconfig/release and renew. Still can't access the hub 🙄

So I shut down the PC and also powered off the hub and back on again, waited until it showed theblue light and re-started the PC and tried the ipconfig stuff again. Still no luck, the DHCP Server is still showing as 192.168.0.1.

My Broadband speed is now also dropped way off - maybe this happened when I factory reset the Hub? I was getting 60Mbps upload now it's less than 40 and the 'ookla' speed tester is showing me as being on Sky!!!

Aargh, what is going on!!!!!

Re: Can't login to Smart Hub 2 over Ethernet but Wifi works!

naylor2006 — Fri, 09 Aug 2024 14:10:46 GMT

Waaaat......?

192.168.0.0/24 is what Sky have used before and they have used 192.168.0.1 before as a router, also Ookla tends to use your external IP address to determine which ISP are you on and its showing sky?

This is wild, there must be a sky router you are connecting to somehow otherwise I really dont know what on earth is going on.

Can you definitely isolate the the BT Hub and one machine?

Im stumped.

Re: Can't login to Smart Hub 2 over Ethernet but Wifi works!

Phil_H — Fri, 09 Aug 2024 14:16:54 GMT

Will try isolating - after I grab a bite to eat. Thanks for your help so far!

Re: Can't login to Smart Hub 2 over Ethernet but Wifi works!

Phil_H — Fri, 09 Aug 2024 14:37:51 GMT

Success!

With just my Win 10PC plugged to the hub, after renewing the ipconfig the default gateway is now 192.168.1.254 as it should have been and I can now access the hub. And my broadband speed is back to normal and ookla says I'm on BT - hooray for that!

Ethernet adapter Ethernet:

Connection-specific DNS Suffix . : home
IPv6 Address. . . . . . . . . . . : 2a00:23c8:786:501:66b5:d46f:fe48:b571
Temporary IPv6 Address. . . . . . : 2a00:23c8:786:501:99e5:4c06:a5ed:c308
Link-local IPv6 Address . . . . . : fe80::2eb6:ccf1:626a:2418%4
IPv4 Address. . . . . . . . . . . : 192.168.1.163
Subnet Mask . . . . . . . . . . . : 255.255.255.0
Default Gateway . . . . . . . . . : fe80::e675:dcff:fe83:3848%4
192.168.1.254

This also probably explains why my NAS stopped beng reachable the other day until I changed it's DNS setting. Hopefully I can put it back to normal now and gradually reconnect stuff.

Thanks so much for all your help. I'll mark this as solved once I make sure everything is working again.

I see from your profile photo that you play guitar - - me too!

Re: Can't login to Smart Hub 2 over Ethernet but Wifi works!

naylor2006 — Fri, 09 Aug 2024 16:08:51 GMT

guitar.....yes....I am also called Phil as well!

Glad it works, good luck solving the rest and yes of course marking as solved helps us all.

Its still wild though that there is potentially a Sky router on your network somewhere......anyway its giving me a headache just thinking about that.

Re: Can't login to Smart Hub 2 over Ethernet but Wifi works!

Phil_H — Fri, 09 Aug 2024 16:34:18 GMT

😀I'm frequently known as 'GuitarPhil' 😀

I have now discarded the powerline adaptors. I really only had them because the old Sky Box didn't have WiFi and it's in another part of the house from the BT Hub. Now I know the new Sky Q box has WiFi I will just use this, even though downloading to the Sky Box will be a bit slower - I've still to test that bit of the network!

There is still some weird stuff going on. If I look at Network on my Win 11 PC, with WiFi on see the BT Hub (which I was connected to) and a Sky ADSL Router! After disconnecting/reconnecting the WiFI a few times the Sky ADSL Router finally disappeared and now I only see the BT Hub.

I'm wondering if the Sky router belongs to the neighbours and is nothing to do with my Sky Q box? The area had a power outage a few weeks back so maybe when the power came back on my Network saw the neighbour's router and used it for DNS?

Re: Can't login to Smart Hub 2 over Ethernet but Wifi works!

naylor2006 — Fri, 09 Aug 2024 16:58:45 GMT

They only way you’d be able to connect to next doors WIFI is with their SSID and Password, nothing would do that automatically without knowing their credentials.

At this point I’m almost thinking that somehow your powerlines have hopped through the air and connected to next doors powerline which inturn has landed you on their subnet too.

But this is totally wild.

Remember it is your Ethernet connected devices that are having the wrong subnet, if you were accidentally connecting to next doors WiFi your WiFi details would be on the wrong subnet.

Somehow your connection issue is in the wires, check if next door have sky and what their WiFi is called.

Re: Can't login to Smart Hub 2 over Ethernet but Wifi works!

gg30340 — Fri, 09 Aug 2024 17:55:34 GMT

@naylor2006 wrote:

They only way you’d be able to connect to next doors WIFI is with their SSID and Password, nothing would do that automatically without knowing their credentials.

At this point I’m almost thinking that somehow your powerlines have hopped through the air and connected to next doors powerline which inturn has landed you on their subnet too.

But this is totally wild.

Remember it is your Ethernet connected devices that are having the wrong subnet, if you were accidentally connecting to next doors WiFi your WiFi details would be on the wrong subnet.

Somehow your connection issue is in the wires, check if next door have sky and what their WiFi is called.

There have been a few previous posts where the OP was getting connected to the adjoining neighbour's network when they were using powerline adaptors. The signal was apparently crossing over the electric cables which ran close to each other.

Without hunting for the posts I can not remember if it was connecting Wireless devices or Ethernet connected devices or both but I suspect it was only with Ethernet devices.

Re: Can't login to Smart Hub 2 over Ethernet but Wifi works!

naylor2006 — Fri, 09 Aug 2024 18:10:48 GMT

Nice to know I was along the right lines I guess.

The way in which powerlines work its entirely possible, someone said powerline is almost like a WIFI technology in the way it turns the lines into sort of antennas.

Re: Can't login to Smart Hub 2 over Ethernet but Wifi works!

Phil_H — Fri, 09 Aug 2024 18:41:32 GMT

That's my understanding too!

My Win 11 PC (the one with both WiFi and Ethernet) has the same issue as the Win 10 PC, in that it seems to want to use the 192.168.0.1 IP (Sky?) address as the DHCP.

I tried the ipconfig/release and renew but it refuses to change. When WiFI is on it uses 192.168.1.254 but with WiFI off it resolutely sticks to teh wrong address.