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Intermittent WiFi Drops on BT Smart Hub 2

Hi everyone,

I’ve been experiencing intermittent WiFi issues with my BT Smart Hub 2. The connection drops randomly on both the 2.4GHz and 5GHz bands, and devices either lose the connection entirely or show "connected without internet." Here are some specifics:

  1. Affected Devices: The issue occurs across multiple devices, including smartphones, laptops, and a smart TV. Wired connections via Ethernet seem unaffected.
  2. Signal Strength: The WiFi signal strength appears strong when checked, even during the dropouts.
  3. Restart Temporary Fix: Restarting the hub temporarily resolves the issue, but the problem returns after a few hours.
  4. Troubleshooting Tried:
    • Split the 2.4GHz and 5GHz bands and connected devices accordingly.
    • Changed WiFi channels to avoid interference with neighboring networks.
    • Performed a factory reset of the Smart Hub 2.

Despite these efforts, the problem persists. I live in an area with moderate WiFi congestion, but I’ve ensured my hub is positioned centrally and away from interference sources like microwaves.

Has anyone else encountered similar issues with the Smart Hub 2? Are there any settings I might have overlooked, or could this indicate a hardware issue with the hub?

Thanks in advance for your advice!

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Message 2 of 3

Re: Intermittent WiFi Drops on BT Smart Hub 2

@deenjames 

Welcome to this user forum for BT Residential phone and broadband customers.

A common problem with all of the home hubs, is that they run out of internal connections if you have any devices that use a randomised MAC address, sometimes called private addressing.

Each new MAC address takes up another IP address, and soon you can run out of connections. You will see lots of "Unknown device" entries on the home hub network map.

A normal restart can help for a while, but only a full factory reset clears out all the old entries.

If you have any devices, both wireless and Ethernet, that have MAC randomisation turned on, then turn it off so that only the device MAC address is used. That will ensure only one IP address is allocated for that device.

Then do a factory reset, and see if the problem returns.

If you have any digital voice handsets paired to the hub, then backup the numbers first.

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Message 3 of 3

Re: Intermittent WiFi Drops on BT Smart Hub 2

if you have a SH2 you cannot split the 2.4/5ghz networks giving separate SSID's all you can to is turn one off and leave the other running



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