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Message 1 of 14

Smart Hub 2 & Disconnections

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Evening,

Over the past couple of weeks a I have seen quite a lot of disconnections through the Smart Hub 2.

This has resulted in a lot of frustration with myself and members of the household.

I have BT fibre 2 with a connection speed of 48 to 73mb.  Today I have done various line checks and done speed tests and my download speed I am getting on average is 27.1mb.  Has anyone else had this problem?

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Message 2 of 14

Re: Smart Hub 2 & Disconnections

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Post hub stats advanced settings then technical log information 

check phone.  Dial 17070 option 2 should be silent and best with corded phone 

enter phone number and post results remember delete number.   https://www.dslchecker.bt.com/



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Message 3 of 14

Re: Smart Hub 2 & Disconnections

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A84DC763-B79F-4822-812D-C7C6968BE77E.jpeg

Test on line done with corded phone.  Followed two announcements line quiet.

 

details below from router tech log.

 

test results attached, no phone number included.

 

Product code:Smart Hub 2
 

 

Serial number:+091298+1922002076
 

 

Firmware version:v0.17.01.12301-BT
 

 

Firmware updated:Sat Mar 21 00:48:15 2020
 

 

Board version:R01
 

 

GUI version:1.56 15_02_2019
 

 

DSL uptime:0 days,03 Hours26 Mins24 Secs
 

 

Data rate:17 Mbps / 29.997 Mbps
 

 

Maximum data rate:23.730 Mbps / 108.020 Mbps
 

 

Noise margin:10.3 / 30.1
 

 

Line attenuation:9.9 / 15.8
 

 

Signal attenuation:9.9 / 18.9
 

 

VLAN id:101
 

 

Upstream error control:Off
 

 

Downstream error control:Off
 

 

Data sent / received:24.5 MB Uploaded / 39.5 MB Downloaded
 

 

Broadband username:bthomehub@btbroadband.com
 

 

BT Wi-fi:Activated
 

 

2.4 GHz wireless network name:BT-TGA8TC
 

 

2.4 GHz wireless channel:Smart (Channel6)
 

 

5 GHz wireless network name:BT-TGA8TC
 

 

5 GHz wireless channel:Smart (Channel36)
 

 

Wireless security:WPA2
 

 

Wireless mode:Mode 1
 

 

Firewall:On
 

 

MAC address:04:A2:22:11:B2:7B
 

 

Software variant:-
 

 

Boot loader:0.1.7-BT (Thu Nov 30 09:45:22 2017)

 

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Message 4 of 14

Re: Smart Hub 2 & Disconnections

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What does your master phone socket look like?

Keith_Beddoe_0-1577035081757.jpeg

 

Keith_Beddoe_1-1577035100602.jpeg

 

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Message 5 of 14

Re: Smart Hub 2 & Disconnections

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This is my master socket 

0648C48B-0EFE-4555-BBD1-EF008CAE5DD4.jpeg

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Message 6 of 14

Re: Smart Hub 2 & Disconnections

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They can suffer from disconnect issues.

Try connecting it up as shown below, and see if you still get the disconnects.

NTE 5C Test socket checkNTE 5C Test socket check

Do you have any extensions, if so, can you confirm that they are connected to the connection block behind the front plate?

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Message 7 of 14

Re: Smart Hub 2 & Disconnections

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I have the same problems but downtime is hours / days. 
same socket, have tried taking front plate off but no different. 
Wonder if it could be firmware related - updated a few weeks ago? 

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Message 8 of 14

Re: Smart Hub 2 & Disconnections

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@n11ck 

Yo already have your own thread here https://community.bt.com/t5/BT-Fibre-broadband/Hub-dropping-connection-on-GFast/m-p/2032654

You are on G.Fast which is totally different.

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Message 9 of 14

Re: Smart Hub 2 & Disconnections

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Hi,

I have removed the faceplate and done a check on the test socket.

No change in connection speed.

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Message 10 of 14

Re: Smart Hub 2 & Disconnections

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@Killip666 wrote:

Hi,

I have removed the faceplate and done a check on the test socket.

No change in connection speed.


The speed will not increase until there have been no disconnections for a week or so. The main thing that you need to do is to leave it connected like that, and see whether the disconnections stop. Do not disconnect or restart the home hub, otherwise it will not get better.

If the disconnections stop, then it points to an issue with the faceplate, or any extensions which are connected to the terminal block, which have now been disconnected by the removal of the front plate.

 

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