I can connect to BT fon but not the fibre hub.

[Ttebroc]

I can connect to BT fon but not the fibre hub.  I have switched it off and on, done a factory reset, switched off the smart set up. Spoke to it nicely, threatened it.  One laptop will connect. As will the other laptop through the WiFi extender.  Our android phones will only connect through BT fon.  This is our third smart hub and I pay £60 a month for the service.  We have a mini hub but living in Mid Wales the 4g signal is not great.  We have gone through the IP failure and now have the 'connected but no Internet service' 

Have two faults logged and still open. 

Anyone know how, what, where to do? 

[imjolly]

if you have had 3 smart hubs and had problems then I think it highly unlikely this is a faulty hub problem maybe more to do with the wireless devices

which hub version do you have?

can your wireless devices 'see' the SSID of your hub?

have you deleted previous SSID from previous hubs?

[Ttebroc]

I have a fibre smart hub. 

Up until now I have done factory reboots weekly so I believe nothing on the hub.  Bit beyond me.  I have four items that will not connect.  2 android phones one brand new and two laptops both running Windows 10 but both more than 3 years old. 

[licquorice]

Have you tried turning off Smart Setup?

http://bt.custhelp.com/app/answers/detail/a_id/44328/~/what-is-smart-setup-on-the-bt-hub%3F-how-can-...

[Ttebroc]

Yes done that and in the past spilt channels.  Tried different wave set up. All this while being guided by BT as I have no idea what I am doing.  On laptops I have reloaded net adapter up dated drivers and re installed them.

Just a lot of it way beyond me! 

[Carlusha]

@Ttebroc You mentioned in your opening post that one laptop connects - I take to mean to the hub.

That suggests the problem is the devices. Try threatening those devices instead! No, seriously, why not try a complete reset of one of the 'phones, something to cause it to forget previous connections/networks and start again.

Does that solve the problem?

[Ttebroc]

Yes on two of the phones both resets but not on work equipment as we don't have permission.  The BT guy today did say it was possible that it is caused by the VPN on the two work laptops blocking everything else but again neither of us are allowed to remove that. 

Thank you 

[gg30340]

Using a VPN should not stop you connecting to the hubs wireless signal especially if it allows you to connect to a public hotspot such as the BTWifi signal.

Do all your devices "see" the hubs SSid (name)?

If your device connects to the SSid does the device then allow the wireless password, note not the admin password, that is on the hubs label to be entered?

If it does what happens then?

[Ttebroc]

Yes it can see the SSID it then trys and connect. Then either of two messages.  Connected. No Internet or IP configuration failure.

I have pressed forget and re entered the wireless password key. 

I have run the troubleshooting and it reports IP configuration failed which it can't fix.  I have moved the IP to static but no help. Now back to automatic. 

Thank you