This topic

BT Smart Hub 2

andreaferns120472 — Mon, 05 Jan 2026 06:55:59 GMT

My BT Smart Hub 2 keeps disconnecting and reconnecting. Over the past 3 weeks I have had a BT engineer and also an Openreach engineer. The BT engineer said it was an external problem, so when The Openreach engineer came they made some changes but still my hub keeps disconnecting. I have now arranged for an another BT engineer to come on the 6th Jan, but I am sure they will not fix the problem as I have had them before. Does anyone have any ideas how to fix this?

Re: BT Smart Hub 2

imjolly — Mon, 05 Jan 2026 09:57:54 GMT

are you on FTTC or FTTP? have you had a replacement SH2 to eliminate the hub as the problem? have you replace hub power supply to see if that is problem? if FTTC have you used test socket to see if that helps?

BT land line not working

andreaferns120472 — Thu, 08 Jan 2026 02:10:48 GMT

Since I had an BT engineer on the 7th Jan 2026 , my landline is no longer working. When I try to use my landline I get a message saying "we are sorry you having are problem making a call from this line, please try again" Any ideas why I can't make a call from my landline?

Re: BT Smart Hub 2

andreaferns120472 — Thu, 08 Jan 2026 02:14:29 GMT

Sorry I don't understand "am I on FTTC or FTTP"

Also "have I had a replacement SH2 to eliminate the hub as the problem"?

Re: BT Smart Hub 2

Kimberlin — Thu, 08 Jan 2026 06:43:51 GMT

@andreaferns120472

It appears you’re not familiar with acronyms:

FTTC - Fibre to the cabinet

FTTP - Fibre to the premises

SH2 - Smart HUB 2

Google will tell you everything you need to know.

Re: BT Smart Hub 2

andreaferns120472 — Thu, 08 Jan 2026 06:57:22 GMT

I have a BT Smart Hub 2

Re: BT Smart Hub 2

Kimberlin — Thu, 08 Jan 2026 07:10:53 GMT

@andreaferns120472

Well that would clearly make sense as you are a BT customer.

You made your first post on 5th Jan and you stated an engineer had been arranged for the 6th Jan. Did the engineer not fix the problem then? What was the outcome?

You were asked previously if your SH2 and its power supply adapter had been changed, well have they?

If you were originally told it was an external problem either in the street cabinet (FTTC) or with the fibre cable entering directly into your home (FTTP), have they definitively told you they can’t find a problem?

Re: BT Smart Hub 2

andreaferns120472 — Thu, 08 Jan 2026 08:13:40 GMT

BT engineer came on 20th December they said there was no problem within home, and the problem was external.

So Openreach engineer came on 30th December.

They switched the line to another socket at the green box

After this still same problem, Smarthub keeps disconnecting frequently throughout the day.

So I had another BT engineer on the 7th January they replaced the Smarthub but still same problem, so BT engineer plugged back in my original BT Smarthub and said there is a connection problem with my line from my house to green box, and said Openreach needs to be replace the line from my house to green box.

I have another Openreach engineer booked for 12th Jan, however I have no faith Openreach will fix the problem as they came on the 30th December and did not say line needs to be replaced!

The SH2 power supply adapter has been changed which made no difference.

I am exasperated , I have been complaining for many years on and off. Sometimes it's fine and works for a few months but then problems happen again!

If there was alternative to BT I would change but I know other service providers use the same lines.

Re: BT land line not working

licquorice — Thu, 08 Jan 2026 08:25:04 GMT

From your other thread, it would appear that when the Openreach engineer swapped your pair to the cabinet he/she didn't do it correctly.

Re: BT Smart Hub 2

Kimberlin — Thu, 08 Jan 2026 08:25:06 GMT

@andreaferns120472

So, there’s nothing wrong with the equipment in your home - ✅

Your internet supply is from a cabinet in the street - ✅

BT engineer states line needs replacing to your home - ✅

Have you explained all of this to BT via their helpline?

Ask if there is an option to switch from FTTC to FTTP.

Just so you know, you cannot speak to Openreach as they are not customer accessible, they are a separate entity from BT, you must speak directly with BT to resolve the problem.

Re: BT land line not working

andreaferns120472 — Thu, 08 Jan 2026 08:27:25 GMT

So I have no idea what to do now!!

Re: BT Smart Hub 2

andreaferns120472 — Thu, 08 Jan 2026 08:30:04 GMT

when you say Ask if there is an option to switch from FTTC to FTTP what do you mean? Full fibre is not available at my property at the moment!

Re: BT Smart Hub 2

Kimberlin — Thu, 08 Jan 2026 08:37:24 GMT

@andreaferns120472

You’ve just answered the question yourself. If there’s no FTTP available then you don’t need to ask.

Call BT and complain if you’re not getting the level of service you are paying for. If the problem is with the connection from the street, they are the only people who can deal with it. Sadly, it’s very much a case of haranguing BT until they can be bothered to fix the problem.

Re: BT land line not working

Kimberlin — Thu, 08 Jan 2026 08:49:54 GMT

@andreaferns120472

With respect, you’ve already been advised what to do in the other thread you created relating to your internet connection issues. You clearly know how to contact BT as you’ve already been doing so.

No one here can magically make your issues go away. Maybe a Moderator might pop by with some advice.

Re: BT Smart Hub 2

iniltous — Thu, 08 Jan 2026 09:04:52 GMT

So apparently you are on FTTC (fibre to the cabinet ) and have had a BT ‘tech’ , who are not ‘skilled’ in the vagaries of the Openreach network, giving your home setup (what they are trained in ) a clean bill of health , and saying the fault is external , and an Openreach engineer doing some preventative measures (like changing the port in the fibre cabinet ) but saying the external network is fine , at this point you may say someone is wrong , BT and Openreach can’t both be correct .

There is a problem , search ‘Rein and Shine’ broadband faults if you want , but basically Repetitive Electrical Impulse Noise , and Single High Impulse Noise Event (or words to that effect ) are basically caused by faulty electrical devices, faults that don’t necessarily stop the device working , for example, a central heating/water pump , when they switch on , they create a large amount of electrical ‘noise’ that needs to be suppressed, if that suppression fails the pump still works but the electrical impulse causes your broadband router to lose synchronisation , it regains sync ( but you notice the outage ) and the next time your heating /water pump switches off and on , the same thing happens …..this isn’t just central heating pumps , cheap Chinese Xmas tree lights , and many other household appliances can cause this , in fact it isn’t necessarily in your home , it could be a neighbour’s home , there was a famous case where some person in a village had an old TV , when they switched it on , the electrical noise was such an intense ‘noise’ that pretty much the entire village broadband dropped out , this ‘noise’ isn’t audible, you can’t hear it .

Obviously I can’t say it’s this , but it can’t be discounted either, and if it is something like this it’s not really your providers ‘fault’ and takes considerable effort to locate .

Re: BT Smart Hub 2

Kimberlin — Thu, 08 Jan 2026 09:11:07 GMT

@iniltous

With respect to the OP, you’re flogging a dead horse, they don’t even know what most of the acronyms mean relating to the equipment that supplies the service they’re getting.

On top of that, there’s now two threads running from the same individual relating ultimately to the same issues albeit split between internet and landline problems.

Re: BT Smart Hub 2

andreaferns120472 — Thu, 08 Jan 2026 11:02:58 GMT

Thanks so much for detailed reply! I don't think this is problem as this started around 3 weeks ago, and I have made no changes to any of my electrical appliances apart from the last few days I have had my heating on permanently as its been so cold.

Re: BT Smart Hub 2

licquorice — Thu, 08 Jan 2026 11:27:18 GMT

Unfortunately intermittent faults are extremely difficult to track down and resolve. In the good old days of the GPO, infinite time could be spent in getting to the bottom of a difficult fault. Alas this is no longer the case as folks aren't prepared to pay for such a gold plated service and costs are reduced to keep prices down resulting in a workforce that is not allowed to expend the time necessary to trace such a fault. Costly well trained experienced engineers are also replaced by inexperienced cheaper staff.

Such is the way of the world today.

Re: BT Smart Hub 2

iniltous — Thu, 08 Jan 2026 12:04:03 GMT

As explained, it isn’t necessarily anything within your property when it comes to this type of problem and just because you have your heating on constantly doesn’t mean the pump (for example) isn’t switching on and off depending on demand etc , but as stated , given the supposed lack of any hard issue elsewhere, it’s a possibility.

As far as I know, when OR engineers close a fault they supposedly capture and store the line test results, if there were a line problem (as the BT tech suggests but the OR engineer states doesn’t agree with ) then a satisfactory line test result wouldn’t be available so the fault report would remain open as a requirement is a satisfactory test result.

For all that , if the line still drops , report it again , or more accurately reopen the initial report , but as you have another post on here about your telephony not working clearly there is a hard fault somewhere , and they are much easier to track down and repair than nebulous , intermittent faults .

Re: BT Smart Hub 2

licquorice — Thu, 08 Jan 2026 12:06:01 GMT

A line test result is pointless in the context of an intermittent fault.