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Trying to connect new mobile to BT internet

Harricobean — Sat, 27 Dec 2025 14:03:39 GMT

We have just purchased a new Motorola Go6 mobile and are trying to set it up to connect with our home's BT internet. The phone recognises the hub and has a list if all the hub information on its Wifi page. However the note says "- security, strong - Connected / No internet access". All other devices around the house that use internet are connected and working as usual, so its not a broadband issue. Another phone recently purchased as a gift for family member connected without a problem. I don't understand why this time it hasn't been straight forward. We have obviously put in the correct password, etc. to get as far as we have.

Re: Trying to connect new mobile to BT internet

gg30340 — Sat, 27 Dec 2025 14:21:52 GMT

Have you tried restarting the phone?

Re: Trying to connect new mobile to BT internet

WSH — Sat, 27 Dec 2025 15:50:50 GMT

Have you actually attempted to connect to the internet? I've known new connections to initially report no access and then that disappears when you attempt to connect to a website.

Re: Trying to connect new mobile to BT internet

Harricobean — Sun, 28 Dec 2025 09:42:59 GMT

Yes, a number of times. And disconnected & reconnected the hub hoping that would help 'discover' the phone.

Re: Trying to connect new mobile to BT internet

licquorice — Sun, 28 Dec 2025 09:48:19 GMT

Not quite sure why you are asking on here, the problem is clearly with the phone not the BT hub.

Re: Trying to connect new mobile to BT internet

Ali_A — Sun, 28 Dec 2025 11:07:11 GMT

Hi @Harricobean

It could be a device conflict with the IP being assigned by the router. This would explain the Wi-Fi showing a connection but not actually serving the web to you.

Please restart the router and your mobile device at the same time, and wait 5 minutes or so.
You may need to do this twice.

Keep us updated with how you get on.

Ali

Re: Trying to connect new mobile to BT internet

Harricobean — Sun, 28 Dec 2025 16:08:43 GMT

Aki A

I have tried both if those options ...... but not together! I'll give that a go. Thank you.