cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 
SportiveUK
Aspiring Contributor
6,891 Views
Message 1 of 9

BT WholeHome Wifi - Incorrect Password Issue

Hi,

We are 3 weeks in to using the WholeHome. On the whole it seems to work robustly and it has certainly improved the connection in those places where Wifi signal was previously weak.

We have 4 discs, all of which are plugged in via Ethernet so they show as having an 'Excellent Connection'. It's mystery why some devices don't connect to the nearest disc, even when those discs might have less devices connected to them however if it all works, I don't mind which disc they connect to.

However we are finding that an iPhone 7 and now an iPad Mini (with IOS 12.4) keeps being chucked off and prevented from connecting due to "Incorrect Password". The device has not been blocked. A reset of the network seemed to cure the issue but the same thing has happened again a few days later. We also have a guest network running and attempting to connect to this one also ends up with the same 'Incorrect Password' notification.

Is there a known problem with IOS 12.4 (the problem only seemed to occur after the 12.4 update)? My existing router never needs to be restarted (Vigor 2925) and I don't expect to have to restart the WholeHome Wifi every couple of days just to keep everything connected.

Again, I can't find anything on this in the FAQs although I have noted that the problem has arisen before although I could not see a definitive solution. As far as I can see there are no IP conflicts.

Thanks!

0 Ratings
Reply
8 REPLIES 8
albertj
Recognised Expert
6,877 Views
Message 2 of 9

Re: BT WholeHome Wifi - Incorrect Password Issue

Try going to Settings > Wi-Fi > Click the ‘i’ in a circle next to your Wi-Fi name and press Forget this Network. Reboot your device and connect again. Then monitor it over the next few days...

When this issues occurs, does your device change the disk they are connected to?

--
If I have helped you in anyway please press the Kudo button (thumbs up)
If I have resolved your post please click 'Mark as Accepted Solution'
0 Ratings
Reply
lnajr02
Recognised Expert
6,827 Views
Message 3 of 9

Re: BT WholeHome Wifi - Incorrect Password Issue

A few things to check. Are all the discs showing on the app with the disc name you selected.
Check the discs have the latest firmware.
Confirm if the problem is only with this device. I.e. do other devices have the same problem.
0 Ratings
Reply
SportiveUK
Aspiring Contributor
6,742 Views
Message 4 of 9

Re: BT WholeHome Wifi - Incorrect Password Issue

We have been monitoring this over the last few weeks and it seems that the iPhone 7 just won't play ball with the system. It works for a while then we get the incorrect password issue. Rebooting the system gets things working again for a random amount of time (typically 2-12 hours) then it drops off and there is no way of connecting again as it won't accept the password. Turning the device off and on again or forgetting all other networks makes no difference.

Firmware is all up to date and everything in the app is showing as working properly.

Overall I am not convinced it was worth the money for the marginal improvement for a few areas in the house. Our Draytek Vigor Router actually did an amazing job generally providing a strong wifi signal throughout the house and there was never any problem with devices connecting or being dropped.

Unfortunately the iPhone 7 is one of the roaming household devices that actually needed the improved wifi signal due to the location is it mostly used in.

0 Ratings
Reply
albertj
Recognised Expert
6,735 Views
Message 5 of 9

Re: BT WholeHome Wifi - Incorrect Password Issue

Did this resolve the issue for the iPad Mini?
The only other fix I can think of at this time is to reset the network settings on your iPhone 7. This would remove all saved Wi-Fi networks, however.

1) Open the “Settings” app on the iOS device and go to “General” and then to “Reset”
2) Tap on “Reset Network Settings” – it is critical you choose “Reset Network Settings” only as the other options may erase your entire device!
3) Confirm that you want to Reset Network Settings
4) When finished, re-join the wi-fi network with the correct password

--
If I have helped you in anyway please press the Kudo button (thumbs up)
If I have resolved your post please click 'Mark as Accepted Solution'
0 Ratings
Reply
lnajr02
Recognised Expert
6,713 Views
Message 6 of 9

Re: BT WholeHome Wifi - Incorrect Password Issue

Hi, if you have a PC or laptop you can access the disc logs then using the iPads Mac address see if it's connecting.  

However did you check the app are all the discs showing? 

0 Ratings
Reply
SportiveUK
Aspiring Contributor
6,669 Views
Message 7 of 9

Re: BT WholeHome Wifi - Incorrect Password Issue

I'll have a go at the 'Reset Network Settings' option and see if that helps.
0 Ratings
Reply
Koy79
Beginner
3,864 Views
Message 8 of 9

Re: BT WholeHome Wifi - Incorrect Password Issue

Hi,

I'm having exactly the same issue with a iPad mini latest version, all upto date and a old iPad air, all upto date. Both disconnect randomly and show incorrect password, both can work for a few days. Re-entering the correct password will not work. The only way I can get either to work is by switching off the wifi disc (i only have the one, connected over ethernet) then everything works fine although with a weak signal in the area where the disc is needed.

I was wondering before I try the suggestion to reset the network settings and loose all the saved networks on these devices wether it worked for you?

Many thanks,

Karl

0 Ratings
Reply
largeinvestments
Beginner
1,180 Views
Message 9 of 9

Re: BT WholeHome Wifi - Incorrect Password Issue

I'm getting the same issue from an HP Desktop Pavilion - dishes/network all work fine but if you try and login to any of the dishes via the IP address shown on either BT's mobile app or Vodafone's Hub app it declines ether the admin or the dishes password despite it being the same for all three and printed clearly on the removable tab - and yes I've checked the Case sensitive letters etc. I gather the only solution is a factory re-set of the dishes (paperclip in hole) starting with the one attached to the hub and then switching on the other two after the first one has settled. How could the password change if you haven't changed it yourself?? My HP troubleshooting software even located a printer I've never owned alongside the one I do, on an IP that doesn't respond if queried. You wonder what the hell these companies do on the cloud connectivity these days. Wired is the only safe option, and its faster anyway.    

0 Ratings
Reply