topic Re: Is there a dropping out issue with the Smart Hub 2 or do I have a faulty router? in Broadband & Landline

Is there a dropping out issue with the Smart Hub 2 or do I have a faulty router?

eeuser20252 — Mon, 18 Aug 2025 12:10:49 GMT

Recently, on a near daily basis my BT Smart Hub 2 router (EE would not provide the newer WiFi 6 router when we switched) has been disconnecting from the internet.

It is always the same, websites and google searches will not load, but any games in progress such as a VALORANT match, and any discord calls will remain working. After around 15 minutes these calls will stop and the broadband will come to a complete halt.

The technical log is not showing any issues. This issue has only began recently but is becoming more frequent. The only way to fix the issue is to restart the router.

My question is: is there a known issue with this router or have I got a defective unit?

Re: Is there a dropping out issue with the Smart Hub 2 or do I have a faulty router?

JimM11 — Mon, 18 Aug 2025 12:37:20 GMT

@eeuser20252 If you have not made changes to the BT router, or if you have are able to put them back again, are aware if using DV that all the call stored on the Router if you are using those advanced digital phones etc, then Full Factory reset of the BT Router, and see how it goes from that point onwards! Hold reset button in 20 seconds or so, watching the front light when it changes let the button go and wait the 5 minutes while it re-boots itself!

Re: Is there a dropping out issue with the Smart Hub 2 or do I have a faulty router?

eeuser20252 — Mon, 18 Aug 2025 12:38:55 GMT

Ok, none of those apply to me so I will give this a go and report back if anything changes. Thanks.

Re: Is there a dropping out issue with the Smart Hub 2 or do I have a faulty router?

JimM11 — Mon, 18 Aug 2025 12:55:55 GMT

@eeuser20252 Few different issue going on at present with various pieces off EE/BT equipment so do please for sure keep the Forum updated especially if you go good few weeks and then it all start's to peeter back again!

Re: Is there a dropping out issue with the Smart Hub 2 or do I have a faulty router?

Beech001 — Mon, 18 Aug 2025 15:19:50 GMT

This is the exact issue I am dealing with currently. No broadband connection since yesterday morning, I was wondering if my EE router had stopped working (it’s only 6 months old) or local network issues. I have restarted and factory reset several times but nothing seems to work.

Re: Is there a dropping out issue with the Smart Hub 2 or do I have a faulty router?

JimM11 — Mon, 18 Aug 2025 15:37:54 GMT

@Beech001 The NO broadband connection what are you seeing when you look at the Router lights wise on it. May be a completely different fault condition that you have!

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