Can connect to BT Smart Hub 2, but cannot Get the internet to work.

[MATTHEWATLANT0S]

Hello,

I have a BT Smart Hub 2 Router and I have a Desktop Pc that has a cable connection and a laptop that has a WI-FI connection, both machines will connect to the BT Smart Hub 2, but when I open Edge browser it tells me you are not connected, get the same message when I open Firefox.

I spoke to BT on Friday and they told me to unplug the router for 3 mins then plugged it back in and the problem was fixed, but the same issue is back.

I am running Windows 10 22H2 64bit.

This issue only happens on Windows 10 22H2 64bit.

Any help to fix this issue would be appreciated.

Thanks

[gg30340]

Has this problem just started.

Has there been any recent updates on the PC and Laptop?

Have you checked to see if your antivirus or firewall are blocking your Internet access?

Do you have any parental controls set up?

Do you have BT Web Protect turned on. If so turn it off.

https://www.bt.com/help/security/set-up-and-use-bt-web-protect

[MATTHEWATLANT0S]

The problem has just started, cannot get windows update to work, parental controls are turned off.

I will check if BT web protect is turned on.

I will let you know.

Thanks

[gg30340]

If Web Protect is off and the other things I have mentioned or OK then I would suggest a factory reset of the BT hub by pressing the red reset button on the rear for about 30 seconds or until the lights flash.

[BAFlyer]

Is your Windows version 22H2 or is it 24H2? If the latter your issue is with Windows as 24H2 has many bugs and for some machines, problems with Internet access is one of them. If you PC’s have only been upgraded in the last 10 days, you can rollback to 23H2 which should fix the issue:

Step 1. Go to Settings by pressing Windows + I and click Windows Update > Advanced Options.

Step 2. Navigate to Recovery.

Step 3. Under Recovery options, find Go back and click on it.

Step 4. Follow the on-screen prompts to roll back the process.

[gg30340]

The OP stated 22H2 in his first post.

[BAFlyer]

That he did, but worth asking to make sure its not a typo as 22H2 is over 2 years old now and most PC's will have upgraded automatically to 23H2 December last year and 24H2 was released with many bugs this October.

[gg30340]

According to Microsoft:- "The final version of Windows 10 is version 22H2, which will reach end of servicing on October 14, 2025".

https://learn.microsoft.com/en-us/windows/release-health/release-information

Windows 11 is on version 24H2 which is not applicable to the OP as he stated he is running Windows 10.

[pddco]

@MATTHEWATLANT0S 

If you check on the network properties is the IP address of the PC in the 192.168.x.x range or something else. 169.x.x.x perhaps? I only ask because on a BT hub I’ve used as an access point in the past, sometimes I’d have full WiFi but no internet. And on checking I see that the IP Address I’ve been allocated on the device is a local link one (169.x.x.x) rather than from the DHCP pool. 192.168.x.x Resetting the hub did the trick.. 

[MATTHEWATLANT0S]

Hello,

I followed your instructions and reset my BT Smart Hub 2 and this went fine, my tablet and mobile phone work a lot better now that I have reset the router.

the issue I face now is that my BT Disc that I use upstairs that I have the cable connection for my Desktop PC the won’t connect to my BT smart hub 2 router I have reset the Disc but no good the Disc turns on and it starts the setup the light changes from purple to blue for a second then changes to red.

Has the Disc had it.

Please can you let me know.

Thanks