This topic

BT Hub 2 remains Blue but no internet via cat 5 cable or wi fi

smiler44 — Sun, 06 Jul 2025 13:17:02 GMT

As per title, my BT Hub remains Blue but I have "no" internet via cat 5 cable or wi fi.

I say no internet, only the Alexa works, mobile phones, BT set top box and laptops all say no internet. A reason I was given for Alexa working, is that the hub is holding on by its finger nails and Alexa can work on a poor wi fi signal.

The other items think that due to the signal being so bad, that there is no internet.

If I reboot the hub wi fi/internet works as it should.

I have had some 5 or 6 visits shared between "EE" and Openreach. EE can't find an issue, Openreach found an external and internal issue but I am still having the same problem.

EE's attitude is put up with this or leave.

Openreach on last visit claimed to have found a fault and tried to fix it and I believe them. EE however are telling me the notes say no fault found. Openreach said the issue was noise. The hub was temporarily moved to about 8 feet from the incoming point and all other internal wiring was I understand disconnected but it has made no difference.

EE do confirm I lose internet.

Can anyone shed any light of why the hub does not give out full internet once I lose internet, unless it is rebooted ?

EE have advised this is the last time they will ask Openreach to visit and so as it stands, it is put up or leave. Fantastic attitude from EE.

This is an intermittent fault.

smiler44

Re: BT Hub 2 remains Blue but no internet via cat 5 cable or wi fi

WSH — Sun, 06 Jul 2025 16:01:44 GMT

You say no internet via cat 5. If that truly is cat 5 then the cable is obsolete. Cat 5e should be OK, however.

What do the stats on the SH2 say about the connection?

Edit: We need to determine if it is the broadband connection playing up or the wireless. They are two separate things.

Re: BT Hub 2 remains Blue but no internet via cat 5 cable or wi fi

TimCurtis — Sun, 06 Jul 2025 15:56:16 GMT

@smiler44

What package do you have?

What port(s) are your wired connections plugged into?

Do any wifi devices not work as it seems only an issue for hardwired devices?

Explain your setup , as in using powerline adapters, 5/8 port switches etc.

Re: BT Hub 2 remains Blue but no internet via cat 5 cable or wi fi

licquorice — Sun, 06 Jul 2025 16:15:49 GMT

@smiler44 Not sure why you are posting on a BT forum if you are an EE customer, they have their own forum.

Re: BT Hub 2 remains Blue but no internet via cat 5 cable or wi fi

smiler44 — Sun, 06 Jul 2025 16:53:11 GMT

It is a BT hub and I thought there may be someone here that may know.

smiler44

Re: BT Hub 2 remains Blue but no internet via cat 5 cable or wi fi

smiler44 — Sun, 06 Jul 2025 16:58:07 GMT

No powerline adaptors as far as I know.

Only the Alex works by wi fi when internet goes down. BT set top box and laptops wont work via wi fi when internet goes down but hub is still blue.

When a desk top and BT set top box were hard wired, they did not work when internet went down but hub was still blue.

Basic TV package

ports? I dont recall which ones we used but we probably tried different ones on the BT hub

smiler 44

Re: BT Hub 2 remains Blue but no internet via cat 5 cable or wi fi

smiler44 — Sun, 06 Jul 2025 17:04:34 GMT

How on earth do I reply and quote?

This will become difficult if I post answering questions as no one will be able to work out what on earth I am replying to.

WSH asked/said

You say no internet via cat 5. If that truly is cat 5 then the cable is obsolete. Cat 5e should be OK, however.

What do the stats on the SH2 say about the connection?

Edit: We need to determine if it is the broadband connection playing up or the wireless. They are two separate things.

Alexa works so I assume it is what ever the hub sends out?

SH2, sorry I have no idea what SH2 is.

cat5 or cat5e, sorry I dont know I did not install it but I have a cat5 e cable that ran across the floor to a desk top for a while and that did not work either.

smiler44

Re: BT Hub 2 remains Blue but no internet via cat 5 cable or wi fi

gg30340 — Sun, 06 Jul 2025 17:19:00 GMT

To quote click on the the reply button of the post you want to reply to then in the menu bar select the '' button. It will place the select post in the reply box and you reply below that.

Re: BT Hub 2 remains Blue but no internet via cat 5 cable or wi fi

WSH — Sun, 06 Jul 2025 17:17:46 GMT

Sorry, SH2 is Smart Hub 2, the hub you suggested you had. As Licquorice said, if it’s an EE hub you’d be better on their forum as they are more familiar with their equipment/systems.

It sounds like the broadband connection rather than the Wi-Fi. Strange the SH2 remains blue though. As I said, the statistics from the hub will help. Particularly the uptime, data rate, max data rate, noise margin and attenuation figures.

Re: BT Hub 2 remains Blue but no internet via cat 5 cable or wi fi

licquorice — Sun, 06 Jul 2025 17:18:48 GMT

SH2 is your hub.

You need to post the stats from Advanced settings> technical log> information

Regardless of where the problem lies, it is an EE problem not BT. Hence the EE forum is the appropriate place to post

Re: BT Hub 2 remains Blue but no internet via cat 5 cable or wi fi

licquorice — Sun, 06 Jul 2025 17:21:59 GMT

Because of the stupid way this forum is configured, the quote function is not available in the mobile version however

Re: BT Hub 2 remains Blue but no internet via cat 5 cable or wi fi

smiler44 — Sun, 06 Jul 2025 18:01:15 GMT

SH2 is your hub.

You need to post the stats from Advanced settings> technical log> information

Regardless of where the problem lies, it is an EE problem not BT. Hence the EE forum is the appropriate place to post

SH2, Smart Hub, got it, thanks

Will try to get information as my laptop I think can see my hub even when there is no internet.

EE or BT, one of the same. Openreach is part of BT group. I see no reason why a fault/problem with a BT supplied hub, on an Openreach provided and still maintained line, is beyond the scope of expertise of a BT Community forum. Please explain why you think it is?

smiler44

Re: BT Hub 2 remains Blue but no internet via cat 5 cable or wi fi

smiler44 — Sun, 06 Jul 2025 18:07:24 GMT

To quote click on the the reply button of the post you want to reply to then in the menu bar select the '' button. It will place the select post in the reply box and you reply below that.

oh, fantastic, thanks. I did struggle to find the " but have got there.
Perhaps a button labelled reply with quote or quote may be more obvious to users.

smiler44

Re: BT Hub 2 remains Blue but no internet via cat 5 cable or wi fi

licquorice — Sun, 06 Jul 2025 18:13:08 GMT

BT, EE and Openreach are NOT the same. They are 3 separate companies.

Your ISP is EE, not BT.

Re: BT Hub 2 remains Blue but no internet via cat 5 cable or wi fi

WSH — Sun, 06 Jul 2025 18:39:32 GMT

…and there are always subtle nuances between the way different companies do things. For example, Sky also use Openreach and essentially the IT will be the same but that doesn’t mean I know anything about the current way Sky set things up.

Personally, as a retired IT tech, I’m quite happy to do my best to help were I can but we are only fellow customers like yourself and the guys on EE will be more familiar with the problems with EE systems.

Re: BT Hub 2 remains Blue but no internet via cat 5 cable or wi fi

smiler44 — Sun, 06 Jul 2025 18:44:08 GMT

Now I can't seem to quote.

Is Openreach part of BT Group?

Is EE part of BT Group?

Have any staffed moved between any BT Group company?

I think the answer to all 3 questions is the same, yes.

A penny to a pound, share save schemes, pension will be the same one for some of the BT Group companies.

Who do the CEO's of EE and Openreach report to?

I look at them as one, if EE does not fix my fault, why is it not down to Openreach, they are the engineers?

This is digressing the original post.

Smiler44

Re: BT Hub 2 remains Blue but no internet via cat 5 cable or wi fi

licquorice — Sun, 06 Jul 2025 18:55:19 GMT

Would you post on a Screwfix forum about a B&Q problem.

They are both part of the Kingfisher group.

Re: BT Hub 2 remains Blue but no internet via cat 5 cable or wi fi

smiler44 — Sun, 06 Jul 2025 18:55:35 GMT

…and there are always subtle nuances between the way different companies do things. For example, Sky also use Openreach and essentially the IT will be the same but that doesn’t mean I know anything about the current way Sky set things up.
Personally, as a retired IT tech, I’m quite happy to do my best to help were I can but we are only fellow customers like yourself and the guys on EE will be more familiar with the problems with EE systems.

As it is a BT supplied hub on an Openreach line, where does the EE system come in? Everything was set up while I was a BT customer. If you think I am a traitor because I am a customer of EE, you also need to know that BT, is it Wholesale? does not want residential customers and is pushing them to EE.
I can't see that me being an EE customer would change any technical issue with my hub or line. It may change who is responsible for replacing the hub.

smiler44

smiler44

Re: BT Hub 2 remains Blue but no internet via cat 5 cable or wi fi

licquorice — Sun, 06 Jul 2025 18:56:38 GMT

It is not digressing, your original post should have been on the EE forum, not the BT forum.

Re: BT Hub 2 remains Blue but no internet via cat 5 cable or wi fi

WSH — Sun, 06 Jul 2025 18:57:30 GMT

Volkswagen own Skoda. Good luck taking a Skoda into a Volkswagen dealership for a repair. Anyway, up to you. As I said, I'll help if I can.