BT Smart Hub 2

[andreaferns120472]

My BT Smart Hub 2 keeps disconnecting and reconnecting. Over the past 3 weeks I have had a BT engineer and also an Openreach engineer.  The BT engineer said it was an external problem, so when  The Openreach engineer came they made some changes but still my hub keeps disconnecting.  I have now arranged for an another BT engineer to come on the 6th Jan, but I am sure they will not fix the problem as I have had them before.  Does anyone have any ideas how to fix this?

[imjolly]

are you on FTTC or FTTP?  have you had a replacement SH2 to eliminate the hub as the problem?  have you replace hub power supply to see if that is problem?  if FTTC have you used test socket to see if that helps?

[andreaferns120472]

Since I had an BT engineer on the 7th Jan 2026 ,  my landline is no  longer working. When I try to use my landline I get a message saying "we are sorry you having are problem making a call from this line, please try again"  Any ideas why I can't make a call from my landline?

[andreaferns120472]

Sorry I don't understand "am I on FTTC or FTTP"

Also "have I had a replacement SH2 to eliminate the hub as the problem"?

[Kimberlin]

@andreaferns120472 

It appears you’re not familiar with acronyms:

FTTC - Fibre to the cabinet

FTTP - Fibre to the premises 

SH2 - Smart HUB 2

Google will tell you everything you need to know.

[andreaferns120472]

I have a BT Smart Hub 2

[Kimberlin · Accepted solution]

@andreaferns120472 

Well that would clearly make sense as you are a BT customer.

You made your first post on 5th Jan and you stated an engineer had been arranged for the 6th Jan. Did the engineer not fix the problem then? What was the outcome?

You were asked previously if your SH2 and its power supply adapter had been changed, well have they?

If you were originally told it was an external problem either in the street cabinet (FTTC) or with the fibre cable entering directly into your home (FTTP), have they definitively told you they can’t find a problem?

[andreaferns120472]

BT engineer came on 20th December they said there was no problem within home, and the problem was external.

So Openreach engineer came on 30th December.

They switched the line to another socket at the green box

After this still same problem, Smarthub keeps disconnecting frequently throughout the day.

So I had another BT engineer on the 7th January they replaced the Smarthub but still same problem, so BT engineer plugged back in my original BT Smarthub and said there is a connection problem with my line from my house to green box, and said Openreach needs to be replace the line from my house to green box.

I have another Openreach engineer booked for 12th Jan, however I have no faith Openreach will fix the problem as they came on the 30th December and did not say line needs to be replaced!

The SH2  power supply adapter has been changed which made no difference.

I am exasperated , I have been complaining for many years on and off.  Sometimes it's fine and works for a few months but then problems happen again!

If there was alternative to BT I would change but I know other service providers use the same lines.

[licquorice]

From your other thread, it would appear that when the Openreach engineer swapped your pair to the cabinet he/she didn't do it correctly. 

[Kimberlin]

@andreaferns120472 

So, there’s nothing wrong with the equipment in your home - ✅ 

Your internet supply is from a cabinet in the street - ✅ 

BT engineer states line needs replacing to your home - ✅ 

Have you explained all of this to BT via their helpline?

Ask if there is an option to switch from FTTC to FTTP.

Just so you know, you cannot speak to Openreach as they are not customer accessible, they are a separate entity from BT, you must speak directly with BT to resolve the problem.