This topic

SmartHub 2, WiFi connection (authentication?) issues after moving home

tum_ — Sun, 30 Aug 2026 12:16:24 GMT

Moved home a couple of days ago, moved the existing BT service there (Full Fibre 900 with BT Halo 3+), took my SmartHub 2 from the old property to the new and connected it to the Openreach ONT.

Checked from mobile phone (disabled Mobile Data on it) - Wifi worked OK.
In the evening of the same day noticed that WiFi was lost on all devices, could not connect any gadget since then (see Event Log below).

The signal is Excellent, etc., one of the phones says "Check the password and try again" but the password is correct.

Laptop works just fine via Ethernet, so enabled a WiFi "hotspot" on it as a temporary solution for now.

Factory reset did NOT help.

Any ideas what could have possibly gone wrong?

Any options apart from calling BT and request a Hub replacement?

Event Log for connection attempts:
11:44:43, 30 Aug.
2.4G client Mac: xx:xx:xx:xx:xx:xx Deauthentications (Reason:Deauthenticated because sending station is leaving (or has left) IBSS or ESS)
11:40:54, 30 Aug.
2.4G client Mac: xx:xx:xx:xx:xx:xx Deauthentications (Reason:Deauthenticated because sending station is leaving (or has left) IBSS or ESS)
11:40:15, 30 Aug.
2.4G client Mac: xx:xx:xx:xx:xx:xx Deauthentications (Reason:Deauthenticated because sending station is leaving (or has left) IBSS or ESS)

Re: SmartHub 2, WiFi connection (authentication?) issues after moving home

WSH — Sun, 30 Aug 2026 14:28:10 GMT

If you are sure the signal is excellent, then it suggests interference from somewhere. Try a different channel.

Re: SmartHub 2, WiFi connection (authentication?) issues after moving home

imjolly — Sun, 30 Aug 2026 14:34:21 GMT

if you did a factory reset then the SSID and wifi password back original Have you tried deleting the previous wifi connection on phone and then restarting and trying to connected as if new connection?

Re: SmartHub 2, WiFi connection (authentication?) issues after moving home

tum_ — Sun, 30 Aug 2026 15:06:32 GMT

Yes, I did try "Forget Network" then "Add Network" with password entry, same issue. Besides, I never changed SSID and/or original password on this Hub, so after the reset they actually stayed the same.

Re: SmartHub 2, WiFi connection (authentication?) issues after moving home

tum_ — Sun, 30 Aug 2026 15:48:59 GMT

Hmm, it does not feel like interference, to be honest.

In case of interference, I would expect an unstable connection of some sort: like, sometimes it works, sometimes it drops then reconnects... In my case it just never gets through the full connection stage, i.e. never obtains the IP address.
I will play with manual channel selection, though, just to confirm.

Correction: it actually does obtain an IP address but then gets kicked out almost immediately:

16:42:12, 30 Aug.
2.4G Client disassociate from 1a:37:xx:xx:xx:xx (IP=192.168.1.235) RSSI=0, Rate=0Mbps
16:42:12, 30 Aug.
WHW INFO A station STA(1A:37:xx:xx:xx:xx) leave WHW infrastructure
16:42:12, 30 Aug.
2.4G client Mac: 1A:37:xx:xx:xx:xx Deauthentications (Reason:Deauthenticated because sending station is leaving (or has left) IBSS or ESS)
16:42:10, 30 Aug.
2.4G Client associate from 1a:37:xx:xx:xx:xx (IP=192.168.1.235) RSSI=-43, Rate=78Mbps, host Redmi-Note-12S
16:42:10, 30 Aug.
Receive a DHCP request

Re: SmartHub 2, WiFi connection (authentication?) issues after moving home

gg30340 — Sun, 30 Aug 2026 16:38:02 GMT

Did you have any wireless discs at your old address and did you take them with you and are you using them?

If you did have you tried resetting them or disconnecting them to see if it is an authentication problem connecting to them.

Re: SmartHub 2, WiFi connection (authentication?) issues after moving home

tum_ — Sun, 30 Aug 2026 16:41:52 GMT

If you are sure the signal is excellent, then it suggests interference from somewhere. Try a different channel.

Just to confirm - no, manual channel selection, changing Mode from 1 to 2/3, disabling 2.4 GHz or 5GHz did not change anything. Tried from both my phone and tablet.
I wish their Event Log were more informative.

I'll be contacting BT Support tomorrow, see what they say. Can anyone suggest the best channel for problems like this (considering that I would very much like to avoid listening to the crappy music on the phone)?

Re: SmartHub 2, WiFi connection (authentication?) issues after moving home

tum_ — Sun, 30 Aug 2026 16:59:27 GMT

Did you have any wireless discs at your old address and did you take them with you and are you using them?

No. The one that came with the package is still unpacked.

I had the EE backup box paired to SmartHub 2 by the engineer who came to switch me to Fibre but then again - I switched it off and never used.

Re: SmartHub 2, WiFi connection (authentication?) issues after moving home

tum_ — Mon, 31 Aug 2026 12:03:34 GMT

This was indeed interference, of a nature that couldn't be cured by changing channels.

Contacted BT Support via https://www.bt.com/help/contact-bt/technical-support/full-fibre (Message Now button), got through to a human advisor and, while we were going through the standard checks, I realized what is the difference between my set up at the old address and the new one: I put the Hub on top of the NetGear Ethernet switch, like this:

At the old property I had them standing next to each other, about 20-25cm apart. As soon as I powered off the switch - the problem gone for good.

So I just moved the switch to the other side of the monitor, 60-70cm from the Hub and all works fine now.

Thanks to all for suggestions.

Re: SmartHub 2, WiFi connection (authentication?) issues after moving home

WSH — Mon, 31 Aug 2026 19:18:03 GMT

It was interference....well I never.