DNS issues with Smart Hub 2

[Magrox]

I have had a BT Smart Hub 2 since June 2020 with Full Fibre 100. Since June 21 I have also had Digital Voice provided through the Smart Hub. All was well until April 2024 when I started being unable to use the internet. Suddenly all devices connected to the internet lost their ability to find new pages or websites. However, I could still watch a TV programme over the internet until it ended when no further programmes were available. The admin page of the Smart Hub reported that the broadband was working, which was technically true but I could not access any new websites or pages. Digital Voice still worked and the Hub still had a nice blue colour. There were no visible problems in the fault logs. The problem has repeated itself roughly once a month. If I leave the hub alone it does not recover (left it for 24 hours as a test). The only way to get the internet to work properly again is to reboot the hub. Everything then returns to normal until the next time. I had been hoping that it was a software issue and BT would come up with a fix. But it is still happening after almost 18 months. It looks very much like a DNS fault where any new request from my devices for an website are not being correctly passed on by the Smart Hub. Could a BT moderator please pass this problem on to your technical people to come up with a solution as I am paying for a reliable internet service and that is not currently being provided by BT.

[Steve_M]

I can pass this to the Hub team if you are able to message me your contact details/ account number

Steve

[Anonymous]

Have a look at this thread that describes similar symptoms.

Sadly there's no definitive conclusion, but there seems to be some anecdotal evidence that certain combinations of lines & the SH2, results in what you're experiencing. The thread suggests that changing to an EE Hub may be a solution. Certainly worth a try.

[harry161]

Hi Steve, I have got the same problem and I am 99% sure this is to do with the DNS server. This issue randomly happens, when it happens, if I manually set the DNS server on my laptop to Google DNS, then everything works fine on my laptop. This has been troubling me for more than a year now, contacting support hasn’t provided any solution.

[pippincp]

@harry161 IMHO you are 100% correct. BT's (and other ISP's) DNS servers have always been flacky though not as bad as a few years ago. Back then I always advised people to change servers on their devices as it cannot be done in the hub.

Back  when I was a BT user I never used a BT hub so had my router set on different DNS servers. Never had a problem, neither did users who changed their devices according to feedback at the time.

Sad to see BT haven't changed after all these years though perhaps it doesn't happen as often. Not good for users when it does though.

[Steve_M]

If either of you get it again, I'd love to take a look whilst the issue is Live. If you could drop me a message next time it happens I'll jump on a laptop.

Steve

[harry161]

Hi Steve, the issue is happening now, not sure if you are working today, any info you need from me?

[harry161]

@Steve_M as in my previous post, add @ to make sure you got it

[Steve_M]

I’ll grab a laptop. Can you DM me your account number or phone number please. Steve 

[harry161]

sorry how can I send a dm, can't find the option....