Hub 2 Device Connection Problems

[#1]

Can you export the event log and attach it to a post please, location
>Home >Advanced settings >Technical log >Eventlog
The export is a CSV file
Thanks

[#2]

As requested, attached is the event log from 14:30. I hope that's enough to see what's going on at the time I tried to connect, around 14:47 The screenshot I posted earlier was taken at 14:54.

[#3]

For what it is worth the laptop MAC Address is not randomised.

My thinking is the laptop is not making a DHCP request, not clear why.

Some diagnosis is required, assuming it is a windows PC, using the same laptop as previously with MAC Address e0:d4:e8:96:0a:00

Open a CMD prompt in Administrator mode - Windows key -> enter text "cmd" select 'Run as administrator'

Try these commands, they force the PC to make a DHCP request.

ipconfig /release - press Enter

ipconfig /renew - press Enter

It will be interesting to see if this works or reports an error.

Another thought, your DHCP pool only has 135 devices (64 to 199), are all the IP Addresses used?. From what I recall the Hub two does not appear to released unused IP Addresses. With many visitors you could soon use up the DHCP pool.

The following will need to be performed on a laptop as the Hub GUI does not work correctly on mobile/table device.

Could you try deleting some Disconnected devices from the Hub  ->Home -->Advanced settings --->My devices

--->Select Disconnected devices drop down. Then click on remove.

With option of setting the Hub Two to bridge mode (modem only), if your budget allows maybe consider purchasing a router which has a more flexible DHCP server and more suited to your requirements with the option of a Guest Network..

[#4]

"From what I recall the Hub two does not appear to released unused IP Addresses."

That is also my recollection/experience.

[#5]

@DLeiper 

From what I can make out the cause of the 169.254.x.x IP Addresses was connecting a PC to a network without an active DHCP server, the network could be either wired of wireless.

I have powered up my Hub two and confirmed the above.

Hopefully you can resolve the issue by removing the PC from the My Devices list on the Hub,

It is not possible to delete with an Active connection, so make sure the devices WiFi is off  and/or disconnect any ethernet cable

On the Hub navigate  ->Home -->Advanced settings --->My devices ---> Filter for "Show Disconnected" devices drop down. Click on remove.

[#6]

Apologies for the delayed response. Various things been happening.

So today my laptop connects to wifi, but again not internet. Phone connects to both and I can see laptop connection on router using my phone. This time it has a "normal" ip address 192.168.1.108 (dhcp)

Tried ipconfig /release and then renew. This didn't get internet connection, but response in attached.

I didn't try removing the device as suggested, but will maybe try this next time !?

I have only got connection again by resetting the router.

There were not that many devices connected today - 20 max. But I do wonder about @Anonymous's comment "the Hub two does not appear to released unused IP Addresses" - busy day yetsterday, lots of users. I have read about this problem elsewhere, so is there truth in it ?

[#7]

Not sure why the laptop still indicated 'No Internet'

Does IPCONFIG /ALL is a CMD window have the following information for you wireless adapter? (example from my laptop)

Wireless LAN adapter WiFi:

   Connection-specific DNS Suffix  . : home
   Description . . . . . . . . . . . : Intel(R) Wireless-AC 9461
   Physical Address. . . . . . . . . : 3C-9C-0F-9B-AB-0E
   DHCP Enabled. . . . . . . . . . . : Yes
   Autoconfiguration Enabled . . . . : Yes
   Link-local IPv6 Address . . . . . : fe80::c65c:acf6:c20b:ac0e%18(Preferred)
   IPv4 Address. . . . . . . . . . . : 192.168.1.187(Preferred)
   Subnet Mask . . . . . . . . . . . : 255.255.255.0
   Lease Obtained. . . . . . . . . . : 26 January 2026 15:31:54
   Lease Expires . . . . . . . . . . : 27 January 2026 15:31:54
   Default Gateway . . . . . . . . . : 192.168.1.254
   DHCP Server . . . . . . . . . . . : 192.168.1.254
   DHCPv6 IAID . . . . . . . . . . . : 171744271
   DHCPv6 Client DUID. . . . . . . . : 00-01-00-01-29-02-D8-57-3C-9C-0F-9B-AB-0E
   DNS Servers . . . . . . . . . . . : 192.168.1.254
   NetBIOS over Tcpip. . . . . . . . : Enabled

For you laptop the IPv4 Address is likely 192.168.1.108, if there is no Default gateway and/or DNS IP address that would explain 'No Internet'.

Have you thought of giving your laptop a static IP Address using Windows Network Properties?

Other than the DHCP pool, have you changed any of the other ->Advanced settings -->My Network --->IPv4 configuration

settings? Like Authoritative DHCP ?

I'm wondering if the DHCP lease time was made 12 hours if they would help release an IP Address earlier, maybe consider extending the DHCP range from 50 to 199 to see if that helps.

->Advanced settings -->My Network --->Address table indicate remaining lease time..

[#8]

Thanks. IPCONFIG /ALL currently gives similar information including Default gateway and/or DNS IP address 192.168.1.254, but will check this again next time it's not working.

I could give my laptop a static IP address, which might solve it for me, but not other guest users who have the same problem. Keeping it dynamic keeps the problem visible.

Authoritative DHCP is On. I have already reduced the DHCP lease time from the default 24 hours to 6 hours several weeks ago. I have wondered about reducing it further, but if the router is not releasing them when it should, I guess that will not help ?

I have already set some other devices with static IPs in the range from 50 to 60. I could reallocate them, but as we don't have anything like 140 concurrent users looking for dynamic IP addresses, I'm not sure that would help. There may be 140 within a week, so if the router is not giving the expired leases up, this could be the problem ?

[#9]

A thought, are any of the disconnected devices are showing in the list as having a 'Static' IP Address'

On the Hub navigate ->Home -->Advanced settings --->My devices

When static and in the DHCP pool I suspect these are not available to new devices as they are locked.

Removing the devices would hopefully work.

[#10]

From what I have found previously when I used the Hub two the way the DHCP server works, it (the Hub two) is probably not best suited. Is is a domestic grade router, where you need something more flexible.

Not releasing unused IP Addresses when they become free for your situation is very unhelpful, many devices coming and going over a 7 day period. My thinking is the will be a continual issue, replacing the current Hub  with another one will just mean the feature stays.

You are able to use your own router using the Hub Two in 'bridge mode' (as a modem) The device bought would then be Full Fibre ready.

If you do consider buying a new device, what would the budget be for a new 'Router only device'?

[#11]

Mmm.

Using that method bypasses my preferred web browser (when selecting "display in web browser", as the window opened doesn't display the whole thing), and the resultant web browser that is used is (boom-tish) the MS 'preferred' web browser. I'm a-thinkin MS are *still* strying to tie people to their web browser.

[#12]

@DLeiper 

Having a bit more time for some deep thinking thoughts.

Assuming the root cause of the issue is a depleted DHCP Pool, there is a way of increasing the pool.

What I propose is to change the Subnet Mask from 255.255.255.0 to 255.255.254.0 this will increase the total number of device able to connect.

It requires  a couple of changes for the IPv4 settings on the Hub. Here you can see the IPv4 config afterwards.

There is no need to change the Hub IP Address just the Subnet mask to 255.255.254.0

To make the change I had to make the DHCP Server Start address 192.168.0.1

I left the End address as the current setting. (Edit: It is your choice of end address)

I then changed the Subnet mask.

You would need to make the subnet mask 255.255.254.0 on all devices that have a static IP Address. DHCP devices will require a reboot.

[#13]

@Dan_the_Van 

I have been coming to the same conclusion that as the Hub 2 seems to have "sitcky" dynamic IP addresses, it's causing problems with our numerous users and so a commercial grade router is probably required.

I appareicate the suggestion of increasing the pool, but wasn;t sure how to do it, so thanks for the explanation. Just a query on this - in the 2nd screen shot, would the Server Address Range, End Address not be 192.168.1.254 (instead of 192.168.0.254 ?). However, I guess this may just buy us more time and it will also eventually "fill up".

I have been looking at either using a TP-Link DR3650v router to replace the Hub 2, or using the Hub 2 as a modem in bridge mode with a TP-Link ER7212PC router. However, we also need to maintain our phone line for calls. While this is currently an old analogue line, we will need to renew our broadband package soon and will no doubt be pushed towards a VoIP solution.

However, it looks like Plusnet don't offer VoIP and although BT does, putting their Smart Hub 2 into bridge mode disables Digital Voice. So not clear on feasible long term options !

[#14]

@DLeiper 

 Just a query on this - in the 2nd screen shot, would the Server Address Range, End Address not be 192.168.1.254 (instead of 192.168.0.254 ?)

The 192.168.0.254 is the ending address of the DHCP pool, not the IP Address range. For a Hub Two in default mode 192.168.1.254 would not be included as an available address as it's the Hubs IP. For my suggestion there is no reason why the Server Address Range does not end somewhere in the 192.168.1.xxx range.

Your choices of a TP-Link router makes sense to me.

Regarding your landline service, I would consider NOT going with BT/EE digital voice but select a VoIP provider as this allows you to continue to use your own 3rd party routers, it also makes the move to a new broadband provider simpler, as there would no considerations required for VoIP, there would be no changes required for it to continue to work.

https://www.aa.net.uk/voice-and-mobile/voip-information/  would be a suggested provider.

[#15]

A couple of pennies into the discussion …

1. DHCP will not release the IP address associated with a disconnected device until the lease expires - if there’s lots of comings and goings, shorten the lease to (say) 2 hours
2. I have seen some NICs make a WiFi connection … but not get a DHCP address allocation with specific routers in spite of being configured to get one - I’ve seen this whilst testing various Plusnet routers so I do not recall which - that laptop is presently sulking so I cannot check (it has a wired connection to my hub 2 which hints that the issue might be in association with the PH2)