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Message 21 of 39

Re: BT Smarthub 2 keeps disconnecting


@andreaferns120472 wrote:

My BT Smarthub 2 keeps disconnecting and reconnecting over the past 10 days, any ideas why?


@andreaferns120472 

That master socket is known to give problems, and is possibly the cause of the disconnections.

As mentioned https://community.bt.com/t5/Landline/2019-Master-Socket-kit-loose/m-p/1985566#M6775

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Message 22 of 39

Re: BT Smarthub 2 keeps disconnecting

I have looked at the link and I dont really understand what to do. Is there a video? I have had countless BT and openreach engineers visit our property over the past 18 months.
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Message 23 of 39

Re: BT Smarthub 2 keeps disconnecting

just unclip the front plate of master by squeezing the 2 sides.  you will then see the test socket  you then need to insert a filter into test socket then connect the cable from the hub into the filter and then hub should connect to the internet



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Message 24 of 39

Re: BT Smarthub 2 keeps disconnecting

First you need to prove whether that is the issue, by leaving the home hub connected to the test socket for a few days, to see if you still get the disconnections.

Keith_Beddoe_0-1622719216861.jpeg

If its still fine after a few days, then replace the front filter plate, making sure that its held in tight, and see if the problem re-occurs. Sometimes just re-locating the front section can fix the problem.

 

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Message 25 of 39

Re: BT Smarthub 2 keeps disconnecting

So I should leave the plate of the master socket off permanently ?
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Message 26 of 39

Re: BT Smarthub 2 keeps disconnecting

just for a few days to see if connecting to test socket helps your connection stability



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Message 27 of 39

Re: BT Smarthub 2 keeps disconnecting

what do i do if leaving the plate off helps my connectivity after a few days?
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Message 28 of 39

Re: BT Smarthub 2 keeps disconnecting

My phone line is also connected to this socket, should i still follow your instructions?
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Message 29 of 39

Re: BT Smarthub 2 keeps disconnecting

Either leave it off permanently or get a new master socket

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Message 30 of 39

Re: BT Smarthub 2 keeps disconnecting

You can still connect your phone to the filter

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