This topic

Some devices on wifi don't get an internet connection

Shropyfella — Mon, 29 Jan 2024 16:02:24 GMT

Hi,

I recently returned to BT and setup my hub. Everything seemed ok but then I noticed that my Netvue garden cameras weren't connecting to my app. I spent a few hours with Netvue support who eventually said that the cameras were not reaching their cloud servers and so recommended changing my DNS settings.

I spoke to BT support who confirmed that the DNS settings can't be changed on the new Hub. I then spent nearly three hours trying to get the cameras to be able to access the cloud servers. This entailed many reboots, factory resets etc. During this process the support person did identify that there was fault on my line but that was just that the broadband kept dropping out.

That repair has been resolved but the cameras still won't connect. I can see them on the router and they have an IP address but they can't seem to transmit or receive anything.

We've now also noticed that my wife's Amazon Fire tablet also connects to the wifi but then says that there is no internet connection.

These were all working perfectly with the Plusnet router that we had but nothing I've tried can resolve it.

Anybody have any suggestions?

Re: Some devices on wifi don't get an internet connection

Keith_Beddoe — Mon, 29 Jan 2024 16:12:01 GMT

First of all turn off the 5GHz wireless band on the BT Smart hub 2, and then try and connect those devices. Once they are connected, and if you have any 5GHz capable devices, then turn the 5GHz back on again.

If that fails, then do a factory reset of the home hub, and repeat the process.

Re: Some devices on wifi don't get an internet connection

Shropyfella — Mon, 29 Jan 2024 16:19:17 GMT

Tried that several times with BT support I'm afraid.

We turned off 5GHz, no difference - rebooted, no difference - factory reset, no difference - BT support did a factory reset from their side and reset some other things in the background, no difference.

We tried port forwarding but all that happened then was that my digital phone line disconnected and it took another couple of resets before we got that back.

Re: Some devices on wifi don't get an internet connection

Keith_Beddoe — Mon, 29 Jan 2024 16:42:49 GMT

Some devices use their own DNS settings, and if BT Web Protect or BT Parental Controls are active on your account, then that can cause issues.

You can see if either of these are enabled, by looking on MyBT.

Also make sure that MAC randomisation (Private Addressing) is not selected on your devices, for your own wireless network.

Re: Some devices on wifi don't get an internet connection

Shropyfella — Mon, 29 Jan 2024 18:40:41 GMT

Web Protect and BT Parental Controls are not active on the account. As far as I can tell neither the Amazon tablet nor the cameras have MAC randomisation.

Re: Some devices on wifi don't get an internet connection

Les-Gibson — Mon, 29 Jan 2024 19:28:39 GMT

Click here, then enter the Admin password for your hub, look to the bottom of the page and change Wireless Mode to either mode 2 or mode 3 and see if the cameras connect. If they don't then remember to change this back to mode 1.

Re: Some devices on wifi don't get an internet connection

gg30340 — Mon, 29 Jan 2024 19:34:39 GMT

If you have not cleared out the Plusnet router's details from your camera and tablet and assuming you still have the Plusnet router's SSid (Name) and password you could try changing your BT Smarthub's SSid and password to that of the Plusnet router to see if the Camera and Tablet connect to those details.

If they won't connect, carry out a factory reset of the Smarthub and after it has restarted take a note of your IP address then turn your Smarthub off for at least half an hour then start it up again.

While you are waiting for the restart "forget" any wifi connections to the Smarthub from the camera and the tablet.

Once you have turned the Smarthub back on it should have forced a change of IP address, check that your IP address has changed. If it has try reconnecting the Amazon tablet first and if it connects try your other devices.

If the IP address has not changed try turning it off again until it does get issued with a new IP address.

Re: Some devices on wifi don't get an internet connection

Shropyfella — Tue, 30 Jan 2024 15:59:48 GMT

Tried that but still get the same result.

The cameras are showing as devices attached to 2.4 and the Amazon tablet is showing as attached to 5GHz.

Ive also started tontine other weird things happening such as on my laptop. I can be looking at a website and then it won't go into a page. Other sites work and I can search Google etc but that one page won't load but if I change browser the it will load?? ten minutes, maybe half an hour later the page will load again in all browsers.

The same sort of thing has been happening randomly on our phones as well.

Re: Some devices on wifi don't get an internet connection

Shropyfella — Tue, 30 Jan 2024 16:02:34 GMT

Thanks, tried that but got the same result.

I can get then to change IP addresses but they still will not connect to the internet. The Amazon tablet says it's connected to the wifi with a strong signal but reports no internet connection.

Re: Some devices on wifi don't get an internet connection

Anonymous — Tue, 30 Jan 2024 16:20:22 GMT

Do you still have the Plusner router? If so I think that should work by just entering the BT credentials. That would rule out a router issue.

Re: Some devices on wifi don't get an internet connection

Shropyfella — Tue, 30 Jan 2024 16:46:53 GMT

Interesting.

I plugged the Plusnet router back in and the Amazon tablet connected to the wifi no problem but still reports no internet connection.

Re: Some devices on wifi don't get an internet connection

Anonymous — Tue, 30 Jan 2024 16:49:37 GMT

As I said, I think you need to enter BT credentials in place of the PlusNet username & password.

bthomehub@btbroadband.com

Re: Some devices on wifi don't get an internet connection

Les-Gibson — Tue, 30 Jan 2024 16:58:02 GMT

In that case the situation is that your devices are still trying to connect to the plusnet router, you need to tell them to forget that network and connect to the BT SSID instead OR (easy option) change the Wi-Fi SSID and password of the SH2 to match those of the Plusnet router

Re: Some devices on wifi don't get an internet connection

gg30340 — Tue, 30 Jan 2024 19:55:14 GMT

@Shropyfella wrote:

Thanks, tried that but got the same result.

I can get then to change IP addresses but they still will not connect to the internet. The Amazon tablet says it's connected to the wifi with a strong signal but reports no internet connection.

It is not your devices that need to change IP address it is the Smarthub's public IP address that was to change if you turned the Smarthub off.

Did you try my other suggestion in message 7 :- "If you have not cleared out the Plusnet router's details from your camera and tablet and assuming you still have the Plusnet router's SSid (Name) and password you could try changing your BT Smarthub's SSid and password to that of the Plusnet router to see if the Camera and Tablet connect to those details"

Re: Some devices on wifi don't get an internet connection

Shropyfella — Thu, 01 Feb 2024 11:17:54 GMT

I switched the router off for half an hour etc but there was no difference. On reading this I checked the IP address and it was the same so I switched the router off last night and back on again this morning. The IP address had changed and everything is now connecting to the internet and my c cameras are back on line.

Many thanks to everyone for your help and advice and in particular gg30340