Problems with BT Broadband and BT Suppoprt

[keithdw]

Unfortunately not... the page doesn't render completely. This is similar to what i'm finding on many website... e.g. Amazon, will open the front page, but images do not render properly, and links either are nmot available or open a blank page.

[imjolly]

have you tried a different browser?

[keithdw]

yeah, Safari, IE 9 and 10, Edge, Firefox and Chrome all behave similarly... I cant download newer versions of either Chrome or Firefox.

Im going to try resetting the routers and NOT using the Smart Setup wizards... but failing that, I'm going to need some help.

[imjolly]

ok post back after reset

[keithdw]

Ok, so I've reset the HH4 to factory settings, booted it up, turned off Smart Setup and it works. Everything appears to work.

What is Smart Setup????

Is the NetGear Genie Smart Setup Wizard doing something similar????

Going to go and do some deeper testing....

[imjolly · Accepted solution]

the bt page about smart setup  http://bt.custhelp.com/app/answers/detail/a_id/44328/~/what-is-smart-setup-on-the-bt-hub%3F-how-can-...

[keithdw]

But what does it do? What changes does it make on the devices?

It's clearly prevented 6 devices and 2 phones from connecting to the network correctly for the past 48 hours. I turn it off and, quite literally, EVERYTHING is back as it was on Thursday / Friday / Saturday of last week... except I've got angry with at least 2 support people in large organisations, escalated their 'incompetence' and have at least 1 new router in the post as a result.

It also doesn't explain why the NetGear, which was working fine suddenly stopped working and started behaving like the HH4.

Unless... The issues appear to have been name resolution related, other than the drops which may still be happening. Is Smart Setup adding 'connection specific DNS suffixes' and could they be interfeering with normal DNS resolution...

[imjolly]

It requires a login in and then encourages you to set up your extras like bt help and parental control. This happens with every device. 

It it does cause a lot of problem as shown by the numbe of times posts advising to turn off smart setup solves the connection problems

[keithdw]

Ok, thanks imjolly.. i'll mark this as an accepted solution...

I would be keen to get my NetGear router in use, though, as it has more features and is more robust...

[imjolly]

Check MYBT that parental controls have not been activated. If they have then turning off is not good enough you need to uninstall them. That would affect your connection regardless of router