Question about Smart Hub

[BobbieDuncan]

We have very recently installed our Smart Hub Plus. The main phone line is in the kitchen and that where the Smart Hub is. Our BT TV box in the sitting room is no longer connected via Ethernet. We can’t connect it physically. What am I missing here please?

[DarrenDev]

Please click this link:

https://www.bt.com/help/tv/learn-about-tv/bt-tv-boxes

Then please let me know which of the boxes on that page matches the box that you have in your sitting room.

[BobbieDuncan]

Yes, it was TV recordable. 

[XRaySpeX]

Don't you have Full Fibre BB with an ONT modem box fixed to an outside wail as well as the freestanding router? In which case you are no longer using the phone line.

What router did you have before? Where was it positioned & how was it connected to the BT TV Box?

Can't you just connect the Ethernet cable hanging off the BT TV Box to a LAN port on the SH+ router?

[BobbieDuncan]

We still have the bt youview box. 

[DarrenDev]

Ok, now I understand.

Plug the Smart Hub Plus into the mains next to your TV box, and then connect the ethernet cable from your TV box to the Smart Hub Plus. This should get things working again.

[BobbieDuncan]

I understand that but that socket is not the master phone socket. Would it make a huge difference if it were not in the master socket?

They sent us an adapter. Should I use that for the phone?

apologies for the extra questions. 

[DarrenDev]

The Smart Hub needs to be connected to your phone line as normal - don't disconnect that.

The Smart Hub Plus is an additional WiFi extender - it doesn't need to be directly wired to the phone line, or anything at all. It just needs to be plugged into the mains electricity. So do that, and then connect an ethernet cable from that to your TV box - it will provide an internet connect to your TV box.

[XRaySpeX]

Eh, @DarrenDev ?

What phone line? There isn't a phone line with FF.

The Smart Hub Plus is a router. A Smart WiFi Plus is the WiFi extender.

Yes, if the white Smart WiFi Plus is connected to the black Smart Hub Plus by WiFi then it can be connected by Ethernet to the TV Box.

[DarrenDev]

I assume you're trying to be helpful @XRaySpeX but you're really not. You can see that this is a complex subject for this customer, and I'm trying to keep things as simple as possible by using terms that have already been used in this discussion.

[BobbieDuncan]

Thank you Darren. The Smart Hub is back by the TV. I have an adapter for the phone in the kitchen (where we think the master phone line is).  Everything seems to be working as it should. 

You see it was impressed upon me to have the Smart Hub connected via the master phone line which is why I started moving things around. 

Again, thank you for your help and patience. Much appreciated.