This topic

Connected to WiFi, no internet

Q1ramsey — Thu, 22 Sep 2022 21:09:22 GMT

Hope someone can help

two days ago I woke up and found that my internet had randomly stopped working. Was fine the night before.

I can connect devices to the wifi, but can’t actually use the internet. Nothing loads on my devices etc

spoke to someone over the phone who had attempted to restart the router from their end but it wouldn’t come through.

an engineer is coming out next week but that’s a long wait, has anyone experienced this before? If so what did the issue end up being?

cheers

Re: Connected to WiFi, no internet

Les-Gibson — Thu, 22 Sep 2022 21:22:03 GMT

Have you tried rebooting your hub

Re: Connected to WiFi, no internet

imjolly — Thu, 22 Sep 2022 21:23:01 GMT

Have you tried a factory reset of the hub by pressing the recessed button on back and holding 20/30 seconds until hub lights flash

Re: Connected to WiFi, no internet

licquorice — Fri, 23 Sep 2022 07:07:15 GMT

What colour light is the hub?

Re: Connected to WiFi, no internet

Q1ramsey — Fri, 23 Sep 2022 09:24:39 GMT

Yeah I’ve tried the usual reboot, turn off and in etc. nothings worked

Re: Connected to WiFi, no internet

Q1ramsey — Fri, 23 Sep 2022 09:25:06 GMT

Yeah I’ve tried that, still nothing

Re: Connected to WiFi, no internet

Q1ramsey — Fri, 23 Sep 2022 09:25:41 GMT

Solid blue

Re: Connected to WiFi, no internet

imjolly — Fri, 23 Sep 2022 10:11:07 GMT

from what you have posted you need to phone CS 150 or 0800800150 from mobile and ask for replacement hub

Re: Connected to WiFi, no internet

decembersangel — Fri, 23 Sep 2022 22:04:43 GMT

Hi @Q1ramsey
Yay, not just me then 😂
I have a Samsung Galaxy Tab2 (Yes, it is older than God) and it has always connected to the internet with no problems until this Wednesday (21st Sept) and then it was recognising my hub but wouldn't connect to the internet. All my other gadgets i.e. mobile phone, laptop and Kindle Fire are still able to connect to the internet with no problem whatsoever.
I Googled the problem and tried every suggestion e.g. reboots (router and tablet), clearing cache and browsing history, removing hub from device and re-adding it etc but nothing helped.
The only 'fix' I (accidentally) found that worked is that when you try to open a page on the internet is gives an error message about 'not being able to connect to BT wifi' and has a button below that that states 'connect'. If you press this it takes you to the BT WiFi login page (don't forget to select BT Broadband in the drop down list on the left and not BT Wifi when you login otherwise it doesn't work) and once you have logged in then it seems to connect your device to the internet. Unfortunately this isn't a permanent fix and you will have to do this whenever needed.
Not sure why this has started happening unless BT has recently sent an update to the hubs that is causing this problem with certain devices.
I hope this helps even if only temporarily 😁 x x

Re: Connected to WiFi, no internet

decembersangel — Sat, 24 Sep 2022 22:16:12 GMT

@Q1ramsey
OK, so I had a 'DOH' 🙄 moment earlier today (I would say a light bulb moment but that burnt out a long time ago! 😂) and realised that my tablet was actually trying to connect to a BT Wifi hotspot instead of my home hub 😤 and this was why I was getting an internet connection problem. I don't know why this happened as it just decided to do it for some reason. So I went into my Wifi settings and after 'ignoring' the BT Wifi connection and then connecting my tablet back to my hub it has been working as per normal and hasn't lost the connection since.
Just something really easy to check and maybe the answer to the problem you are experiencing 😁

Re: Connected to WiFi, no internet

spile — Mon, 26 Sep 2022 06:03:58 GMT

Connecting to BTWifi rather than your own ID happens to me every now and then. The wireless performance in terms of coverage and reliability of the SH2 is poor. A number of threads here and elsewhere refer to the issue.