This topic

DNS not updating, and pictures / reels not showing correctly

AshleyLowther — Thu, 06 Aug 2026 11:51:08 GMT

Hi Who's the best person to contact at BT as I am having a DNS problem, it's not refreshing and showing video content on certain sites, and is also showing old content that has been deleted off the curators servers. (both on ethernet & wifi). The router is (BT Smart Hub 2). I have tried accessing the sites using 4g / 5g and they all work correctly. All very odd

Any idea as to what may be causing this please.

Thanks

Ashley

Re: DNS not updating, and pictures / reels not showing correctly

gg30340 — Thu, 06 Aug 2026 11:32:50 GMT

You will need to remove all personal details and pictures from your post as it against forum rules to post them.

Re: DNS not updating, and pictures / reels not showing correctly

AshleyLowther — Thu, 06 Aug 2026 11:49:41 GMT

Removed and thanks for the heads up.

Re: DNS not updating, and pictures / reels not showing correctly

Chris__S — Fri, 07 Aug 2026 12:24:33 GMT

Hi @AshleyLowther

Thanks for getting in touch and telling us about this.

I'd recommened checking your DNS settings to see if they're correct.

It's interesting that everything is working when you use 4G and 5G and not when you're connected via WIFI or an Ethernet cable.

Could you try testing using an incognito or private browsing window to rule out browser caching?

Chris S

Re: DNS not updating, and pictures / reels not showing correctly

AshleyLowther — Fri, 07 Aug 2026 12:47:36 GMT

Hi Chris,

I have checked my Network Adapter settings and the Obtain an IP / DNS setting is ticked.

I have reset my Network settings and rebooted my PC and the content is still not showing.

I have tried using a private window browser no joy either, and I also have a mac so have tried it on there and it's not showing either.

The pages I am looking at are working fine as a friend of mine has BT and his is working, he also checked Sky's and everything was fine on there too.

So it seems to be a routing issue, bearing in mind it works and shows everything correctly using mobile data.

Any other suggestions please?

Ashley

Re: DNS not updating, and pictures / reels not showing correctly

AshleyLowther — Fri, 07 Aug 2026 13:03:47 GMT

Hi Chris,

I have checked my Network Adapter settings and the Obtain an IP / DNS setting is ticked.

I have reset my Network settings and rebooted my PC and the content is still not showing.

I have tried using a private window browser no joy either, and I also have a macbook so have tried it on there and it's not showing either.

The pages I am looking at are working fine as a friend of mine has BT and his is working, he also checked Sky's and everything was fine on there too.

I have also tried different browers egde, chrome, firefox and safari and it's still not showing correctly.

So it seems to be a routing issue, bearing in mind it works and shows everything correctly using mobile data.

Any other suggestions please?

Ashley

Re: DNS not updating, and pictures / reels not showing correctly

licquorice — Fri, 07 Aug 2026 13:12:41 GMT

What happens if you manually set your adapter DNS settings to 8.8.8.8 and 4.4.4.4 rather than using BT DNS from the hub?

Re: DNS not updating, and pictures / reels not showing correctly

AshleyLowther — Fri, 07 Aug 2026 13:30:07 GMT

Yes that works, but I will need to make this change on all my PC's so is there any reason why it doesn't work by obtaining an IP automatically, do I need to ask BT to send me a new router?

Re: DNS not updating, and pictures / reels not showing correctly

licquorice — Fri, 07 Aug 2026 14:10:00 GMT

No, it proves that it is a BT DNS problem. A new hub won't solve it as the DNS information doesn't come directly from the hub.

Are you sure you don't have web protect enabled as that relies on BT's DNS being utilised.

https://www.bt.com/help/security/web-threat-protect/learn-about-bt-web-protect

Re: DNS not updating, and pictures / reels not showing correctly

AshleyLowther — Fri, 07 Aug 2026 14:18:37 GMT

Web threat protection is on should that be switched off?

Re: DNS not updating, and pictures / reels not showing correctly

licquorice — Fri, 07 Aug 2026 14:27:05 GMT

Your choice whether you want it or not, but that is what is causing your problem.