New hub keeps losing wifi connections, even though blue lights lit

[licquorice]

Exactly.

I think I said something similar early on in the thread.

[Groo]

@gg30340 @licquorice 

As far as I am aware, anyone starting a new thread about this problem is directed to this thread & adds to/joins it. I have tried most of the suggested solutions (well, the ones I could understand!) & even mentioned some to engineers but I am still waiting for BT to take note of the various engineers' diagnoses & recommended actions.  And maybe there are hundreds/thousands of people out there with the same problem who don't know the BT Community exists for support.

I would also point out that this is "BT Community"; is support/sharing experiences not what this community is for, so what is your problem with people giving support, even if it's so we don't feel 'alone' because one thing we all have in common is the complete lack of any reliable solution by BT to what is a similar problem.

[Niltechy]

New update. It's 10.15 pm and we have just arrived home and find that now we have NO landline! We had an OpenReach Senior Engineer here today and he spent over four hours with us. He worked on the Cabinet and checked all lines. He changed the Router from 5 Mhz to 2.5 Mhz but changed it back again because it didn't make any difference. He said he was totally perplexed because he said that he had done all he could do. He came to the conclusion that it must be a software problem with the router. He has requested a new more modern router and that an EE Smart Plus router will be coming in two to three days. However we now find that we have no landline, and no satisfactory or reliable wifi or mobile signal. Meaning that we are totally isolated.

[pddco]

@licquorice @gg30340  Am I being a bit thick here? With issues seeming to point to the BT hub, wouldn’t BT be trawling through the hub’s logs to try and find a sequence of events leading up to the failure? Isn’t that what the logs are for? Or don’t BT have a technical product support team anymore… Just curious.  One wonders also why a Senior OR engineer is fiddling with WiFi settings when DV is failing too.. 

[gg30340]

@Groo 

No one is directed to this thread. They may have been advised about the thread but the seven posters, which includes your self, reporting "exactly" the same problem have chosen to be on the thread. They were not moved onto this thread.

 I very much doubt that there are " hundreds/thousands of people out there with the same problem who don't know the BT Community exists for support"  because as I have said I have no doubt going by previous experience on the forum, which is easily found and used by people such as your self, is not inundated with this issue. 

As regards my comments regarding not trying solutions I will say no more about that other than anybody wishing to take the time to trawl through the thread will see whether or not that is correct.

I have no problem with people giving support to each other but getting a shoulder to cry on does not fix problems. On a forum when a thread gets "cluttered" with multiple people posting about their issue when those trying to help ask questions trying to diagnose the problem there are often multiple posters answering the question which invariably leads to confusion.

Hopefully you will get this problem resolved to your satisfaction and I will look forward to reading what fixed it.

[gg30340]

@pddco 

I agree and I have no idea why logs were not scrutinised.

If the the Smarthub2 is suspected to be the cause, which I suspect is not the case due to the number in circulation and very few reports similar to this but will be happy to be proved wrong,  why have they not just temporarily replaced it with a Smarthub for a period of time to see if that resolves the problem albeit the customer would not have DV during the test period.

This could also be done,  as previously suggested, by the people affected in this thread by purchasing a cheap Smarthub from eBay for£10/£20 or a TP Link router from Amazon or Currys  for £30/£40 to replace the Smarthub2 to see if the problem is fixed.

If it is fixed they can then go armed with that information to BT and if they do not wish to keep the TPLink return it to Amazon or Currys for a refund. Again they would not have DV during the test period but it might be acceptable to some if it proves the point.  

[SludgeIsland]

@pddco 

That is exactly what I did. I tried a TP-Link router which worked perfectly, as does the EE 4G mini-hub.

Only the BT SmartHub 2 causes this problem.  I have explained this to BT many times, but they appear to be in denial. I am not stupid, and know my way around a computer, and have installed many routers over the years, without any problems. Through a thorough process of elimination using different routers and devices, and settings, I can say for certain that the problem is with the BT SmartHub, and it started on 23/12/24.

I have described the symptoms of this fault as those of a DNS error, but it is not a DNS error. And it is randomly intermittent.

I believe the similarities of the complaints in this thread point to a common denominator: SmartHub 2.

We are in this together, and together we will get it sorted.

I am sick and tired of being dismissed as a time waster, or computer dimwit, and would love to be able to do a day's work without spending hours each day rebooting the damned router.

I am paying for DV, but could live without it if the 4G signal in deepest, darkest Suffolk was up to it. But it isn't! And why should I, anyway!

Let's see what the EE SmartHub Plus provides.

[gg30340]

@SludgeIsland 

What firmware version does your Smarthub2 have. I believe the latest is v0.45.00.08028-BT

[SludgeIsland]

@gg30340 

That's the firmware version on mine. Last updated Sunday 13/4/25 13.09.19 which was when I installed this SmartHub.

[Niltechy]

We were directed to this post after putting a question on the web regarding our problem.  And I object to being accused of cluttering up the thread.  We are on here to find a solution and any helpful comments are welcome not critical ones.  We are in our mid to late 80's and not looking for a shoulder to cry on! Last night we were literally left isolated with no wifi, no mobile signal and no landline. Sob sob!! This morning we have been on to  BT via a mobile and have been on the phone since 8.00, it is now 10.30 and we are going around in ever decreasing circles.  We have been promised a newer router but that has now been cancelled and we are  now waiting for the order to be reinstated.  I think they have a policy at BT of passing one over to someone else when they can't solve the problem.  I went through the various solutions mentioned on this thread to no avail, therefore I conclude that it IS the Smart Hub 2 which is at fault and this has also been shown by other articles which can be found on the web going back as far as 2020.