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Problem with factory reset of BT Smart Hub X

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Microvent
Newbie
Posts: 3
Registered: ‎14-09-2018

Problem with factory reset of BT Smart Hub X

Ive been trying to reset my BT Hub by holding in the reset button for 25 secs plus until light goes green. However when I come to enter my Plusnet username and password all I get is:-

The Broadband domain that you've entered is either incorrect or is not supported by your BT Smart Hub. 

Can anybody help me please.

4 REPLIES 4
Moderator
Moderator
Posts: 28,432
Thanks: 2,471
Fixes: 320
Registered: ‎14-04-2007

Re: Problem with factory reset of BT Smart Hub X

Moderator's note by Dick (Strat): Topic moved to a more appropriate board.

Customer and Forum Moderator. Windows 10 Firefox 69.0.3 (64-bit)

Life is tough enough without adding Linux into the mix.
Baldrick1
Hero
Posts: 3,322
Thanks: 1,419
Fixes: 89
Registered: ‎30-06-2016

Re: Problem with factory reset of BT Smart Hub X

Switch off the Smarthub. Disconnect the DSL cable. Switch the router back on with the DSL cable disconnected. Input your Plusnet Username and Password then plug in your DSL cable whilst it is trying to connect.

LifeonMars
Pro
Posts: 266
Thanks: 95
Fixes: 10
Registered: ‎07-04-2016

Re: Problem with factory reset of BT Smart Hub X

Where did the other posts that i added to this thread go please ?

 

about not using @£$.?/ or similar in passwords 

and following the post here,

https://community.plus.net/t5/Broadband/BT-Home-Hub-6-Smart-Hub-on-PlusNet/m-p/1415464#M312705

or perhaps the Smart Hub X (7) only works with BT,

Baldrick1
Hero
Posts: 3,322
Thanks: 1,419
Fixes: 89
Registered: ‎30-06-2016

Re: Problem with factory reset of BT Smart Hub X

@LifeonMars

I don't know if it's a firmware update since your original post but if you start with a second hand pre-configured BT Smarthub the DSL cable must not be plugged in initially. If it's plugged in then before you can set up the Plusnet parameters the router tries to connect to the BT network and throws up the message reported by the OP. It's nothing to do with using special characters in the password, which I agree it will not cope with..