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Message 1 of 8

SmartHub2 not working during broadband outage

We had a broadband outage for 12 hours a few days ago due some BT PPP network issue. As the day progressed I noticed that more and more of my devices were dropping off the home network. These are local, none cloud devices, like a printer, a DLNA media server, some MQTT sensors, Laptops....

After some debug it turns out that the SmartHub had stopped responding to DHCP requests and also stopped new devices connecting to it's Wi-Fi. I have several other Ethernet connected routers but the Smarthub does provide the DHCP server. I reset the Hub and it came back for 5 minutes and then stopped responding again, you can't even ping it, although the Ethernet switch was still passing traffic the Wi-Fi would not allow connections.

I phoned support to log an issue and had a complete blank, they just couldn't understand the idea that people have a home network and kept saying, "of course the hub won't work during a broadband outage". I gave up, asked to lodge a complaint and moved on.

After a bit more testing I think the hub was so busy trying to raise a PPP connection, the broadband was connected but couldn't authenticate due to the BT service fault, that it was failing to do other tasks? This is pure speculation but I have noticed that the Management interface does get very sluggish when it's connecting to broadband.

Anyway, this is a long way of trying to hopefully raise an issue with a BT support person who understands networks, and also to warn others that this may be an issue. Has anyone else had a similar problem?

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Message 2 of 8

Re: SmartHub2 not working during broadband outage

Considering many people use surplus SH2s as wireless access points (myself included) with no DSL or WAN input without having the same problem, it seems odd that you are experiencing difficulties. Possibly a faulty hub?

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Message 3 of 8

Re: SmartHub2 not working during broadband outage

This is a different situation, there is broadband but no PPP.  So the VDSL link is up but the PPP session can't start or authenticate due to network issues. In this more edge case, for me, the hub stops working properly.  

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Message 4 of 8

Re: SmartHub2 not working during broadband outage

Ah, misread that, assumed you had lost DSL rather than just PPP.

To be honest, I can't see BT hub team being very interested in such a corner case as yours but I will flag it the mods and ask if they can raise it with the hub team, don't hold your breath for a solution though.

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Message 5 of 8

Re: SmartHub2 not working during broadband outage

As a short term solution, try physically disconnecting the line to your master socket and see if that helps. If the hub is plowing all of the resources into getting a PPP connection and that's impacting LAN & WIFI connections, stopping it from trying should have it work as expected. Pain in the backside as you won't be connected to the Internet as soon as the fault it resolved but if you're content with no Internet connection for a while anyway, you'll at least be able to use your LAN.

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Message 6 of 8

Re: SmartHub2 not working during broadband outage

Hi @RichieG,

I am sorry to see that you had an outage. Has everything been working since?

I can get this investigated but in order to do so I'll need a few details from you. They may be able to check your hub going back then. I'll send you a private message now.

Thanks
DanielS

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Message 7 of 8

Re: SmartHub2 not working during broadband outage

Service is restored now so everything is back to normal. As I can't currently rely in the hub to provide DHCP under all conditions then I may run a second DHCP server with a none overlapping IP range, letting the hub serve from 192.168.1.64 - 200 and the other serve from 192.168.1.201-250 will give some resilience.
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Message 8 of 8

Re: SmartHub2 not working during broadband outage

Hi @DanielS, have replied via PM. Thanks.
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