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Scattysmum
Aspiring Contributor
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Message 1 of 14

Latest firmware causing problems SmartHub 2

Since latest firmware update last week (may2019) any single band devices 2.4ghz b/g/n not connecting, even when mode 2 enabled. Have been factory re-setting (then changing mode), which works ok for the day, then stops again next morning when updates run overnight. BT support say broadband ok (which it is on other devices), & tech support say can't investigate until hub changed & run for a week or so. All very well, but every hub change/ update takes time. Wish they would just check it & sort it
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Distinguished Sage
Distinguished Sage
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Message 2 of 14

Re: Latest firmware causing problems SmartHub 2

can you post hub stats  advanced settings then technical log information

have you tried selecting channels manually?

unfortunately with SH2 you cannot split the networks



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Scattysmum
Aspiring Contributor
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Message 3 of 14

Re: Latest firmware causing problems SmartHub 2

Unfortunately factory reset clears the logs, so have to wait until at least tomorrow when latest firmware comes back again.. but yes, am geared up to do that. Not sure that splitting the SSID in this can would help anyway (even if you could, which you can't on smarthub2), as it is a very specific wifi band that is not connecting.. 2.4Ghz 802.11 b/g/n . Not even legacy
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Scattysmum
Aspiring Contributor
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Message 4 of 14

Re: Latest firmware causing problems SmartHub 2

Yes.. did try changing channels manually. . Made no difference.. it's connecting to wifi, not internet
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Distinguished Sage
Distinguished Sage
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Message 5 of 14

Re: Latest firmware causing problems SmartHub 2

it's not the logs which we need it is the stats which is under 'information' not logs

splitting networks helped many people with this problem so can't understand why BT removed that facility

changing the channels affects the wifi from the hub to your devices hence the suggestion   it does affect the internet connection



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Scattysmum
Aspiring Contributor
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Message 6 of 14

Re: Latest firmware causing problems SmartHub 2

This is the current information, but everything working ok at the moment as the latest firmware hasn't reloaded since the last factory reset. Was planning to install new video doorbell this weekend, but dare not in case have to change router as it also uses the same problematic wifi config.   https://1drv.ms/x/s!AvaQcirKffwWg9NivrGC8LGxhwd47A

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Message 7 of 14

Re: Latest firmware causing problems SmartHub 2


@Scattysmumwrote:

This is the current information, but everything working ok at the moment as the latest firmware hasn't reloaded since the last factory reset. Was planning to install new video doorbell this weekend, but dare not in case have to change router as it also uses the same problematic wifi config.   https://1drv.ms/x/s!AvaQcirKffwWg9NivrGC8LGxhwd47A


Hi @Scattysmum   I am probably completely wrong, but it was my understanding that a factory reset should go to the last successful firmware update. This implies that the latest firmware update failed. 

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Distinguished Sage
Distinguished Sage
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Message 8 of 14

Re: Latest firmware causing problems SmartHub 2

From your hub stats you are on G.FAST and as changing channels has not helped then you need to contact 08005874787 - FTTP who also deal with G.FAST


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Scattysmum
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Message 9 of 14

Re: Latest firmware causing problems SmartHub 2

OK so have now changed to 2nd router, and on day of change everything worked fine on Mode 2, until the firmware update to V0.13.03.02221-BT at midnight, which knocked all single-band devices offline, including a brand new security camera system. Brought them back online by going to mode 3, but obviously sacrificing performance. I actually watched the change and have the logs

Have spoken at length to BT tech support (2 hours of my life I won't get back), as resent paying for premium product that stops working as soon as firmware 'upgrade' installed. 

Their position is they only guarantee the speed exchange to router, and that in order to get the performance we first got, we have to 'sacrifice devices' . Seriously? I can sort of buy that with legacy devices over 5 years old, but a current security system that is only 3 months old?

The point is that, out of the box, the SmartHub 2 is acceptable and works on mode 2. It is the installation of the new firmware that has stopped everything working. (the guy on the phone tried to tell me to upgrade to the disc system. Why would I want to pay more when they can't guarantee that will work either).

Please can someone from BT tech support who looks at this forum please come up with a solution, as I am not getting the service I have paid for from BT.

Thank you

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Rotarua674
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Message 10 of 14

Re: Latest firmware causing problems SmartHub 2

I wouldn’t believe the “sacrifice devices” ploy from BT.  We had a long series of extensive broadband outages and were told by BT support that we had too many devices connected - no more than the BT “smart home’ pages and shop suggested for use.  I contacted an independent expert and was told BT’s advice was rubbish.  When I went back to a more senior level in BT they admitted the ‘too many devices” was technically incorrect advice.  It’s one of many false statements BT gave us until they eventually found the issue was in their own infrastructure.

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