BT Smart Hub 2

[andreaferns120472]

Called BT today and the landline is now working.  As previously mentioned the hub is constantly disconnecting this started just before christmas.  I did have fairy lights around my inside windows but these were taken down a week ago but still hub keeps disconnecting many times each day 😞

[iniltous]

Many intermittent faults can still show up on the extremely sensitive testers that OR employ , even when the fault isn’t present at the time , so inaccurate to simply dismiss testing as pointless on intermittent faults .

[iniltous]

If the hub is disconnecting so often , then report or re-open the previous fault , if it happens so often then if it’s the network at fault then the engineer they sent should be able to witness it for themselves.

[chrisjp]

It's an unfortunate fact that the separation between BT and Openreach (insisted upon by OFCOM) allows each to blame the other for faults in a BT customer's service.
BT is also pretty bad at passing on details of customer faults to Openreach and, since you can't talk to Openreach directly, BT is the only source of this information for them.
Having said that, when I had a fault on my line recently, I got visits (in turn of course because BT had to confirm no internal fault before they could call out Openreach) from competant and capable BT and Openreach technicians who ultimately fixed the problem.
A lot depends on the quality and patience of the individual technician, so probably the best strategy is to keep on complaining to BT, put up with multiple visits, and hope you ultimately get a BT or Openreach technician who knows what he is doing!

[andreaferns120472]

Thanks for your reply.  I dont have any faulty electrical equipment.  After Openreach came last week they basically said the same thing, but after their visit it was fine for a few a few days but over the past couple of days it has started disconnecting frequently again!

[pddco]

Do you plug your home phone into the green socket on the hub or the white box on the skirting board or whatever? If it’s plugged into the white box - the Openreach NTE - when you dial 17070 and select the quiet line test. Is the line really nice and quiet. If not and it’s a bit crackly, report the problem as a phone line fault.. forget your broadband for now. 

If you plug your phone into the hub, then I’m afraid you’ll have to persevere with chasing up the apparent broadband problem. Unfortunately as others have said, intermittent faults are going to be a pain to fix.. 

[andreaferns120472]

Thank you for your message.  This is similar to what the Openreach engineer said. 

But how on earth do I find out if I have a faulty  electrical device? 

I replaced my Heating & Hot Water Programmer to Drayton LP822 Universal Heating & Hot Water Programmer last year, and everything has been working fine.  But since the beginning of December 2025 the BT Smart hub 2 is continuously disconnecting. 

I have 2 BT engineers and 2 Openreach engineers  since the beginning of December 2025, and they can't fix my problem. 

I have asked my neighbour who’s house is attached to my house, their broadband is with EE and they are not having any problems and I have also asked my other neighbour who's house is detached, they are with BT and although their broadband is slow they have told me their broadband connection is stable.

So what do I do now? Any ideas?

[pddco]

@andreaferns120472  And you are positive that with a normal phone plugged into the NTE 5 ( the white box on the skirting board) it is really quiet after dialling 17070 and selecting the quiet line test. Have you tried that when or just after the hub is disconnecting? Have you also tried using a micro filter plugged into the test socket of the NTE 5 (behind the bottom half of the NTE)? Sorry if you’ve already done all that, just that reading back on this thread I couldn’t see if you’d done that. 

[andreaferns120472]

Thank you very much your reply.

In answer to questions

My home phone is plugged into the green socket on the back of the hub.

The master socket on the wall is Master Socket 5C. Openreach MK4.  There are 2 sockets on the white box.  The left socket is the broadband cable which plugs into back of hub and the right socket on the white box has a phone symbol. Nothing is plugged into this.

Any further help you can give me would be much appreciated.

[andreaferns120472]

Thank you for your reply.

In answer to your questions

My home phone is plugged into the green socket on the back of the hub. Not the white box on the wall.

The master socket on the wall is Master Socket 5C. Openreach MK4.  There are 2 sockets on the white box.  The left socket is the broadband cable which plugs into back of hub and the right socket on the white box has a phone symbol. Nothing is plugged into this.

A Micro Filter is not needed with the BT Smarthub 2

Any further help you can give me would be much appreciated.