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dmb0058
Aspiring Contributor
1,664 Views
Message 1 of 38

BT whole home wifi

May be connected to a recent firmware update but my devices (Samsung Galaxy A and 8.0 tablets and S6 Edge phone) regularly lose connection ....well they seem to still have an IP address but no connectivity. The phone shows "Authentication error occurred", even though the credentials haven't changed for years ...

Any ideas ? I tried the "manually set the channels to 1 and 36", made no difference.

Thanks,

David
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37 REPLIES
dgw1
Aspiring Expert
1,625 Views
Message 2 of 38

Re: BT whole home wifi

Try unsyncing the 2.4 and 5G bands if the router is dual band, and giving the 5Ghz band a different name to the second (adding a 5 should suffice). If that doesn't work try giving them a static IP...

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dmb0058
Aspiring Contributor
1,606 Views
Message 3 of 38

Re: BT whole home wifi

Any ideas on how to do this ? Nothing in the admin screens or the admin app that suggests any of it is possible
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dgw1
Aspiring Expert
1,603 Views
Message 4 of 38

Re: BT whole home wifi

It maybe that you don't have a dual band router then, could you please let us know which hub you have. TIA  Smiley Happy

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peterh0001
Contributor
1,592 Views
Message 5 of 38

Re: BT whole home wifi

The BT Whole Home is a mesh system and does not allow the 2.4 Ghz and 5Ghz bands to have a different SSID so this is a non starter.

 

Can you see the devices in the App or on the Web login and if so do the IP addresses check ?

 

Peter

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dmb0058
Aspiring Contributor
1,580 Views
Message 6 of 38

Re: BT whole home wifi

Good ! It did sound like we were talking about two different products Smiley Happy

All devices do appear in the app but I'll check if their IP addresses match next time it happens - usually 7-10 times a day. My WH is plugged into a router which serves DHCP (both all factory default apart from the necessary config values such as SSID, passwords etc.), and I notice that the lease time is 2 hours so I might bump that up to a couple of days just to see if that's affecting anything too.
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dmb0058
Aspiring Contributor
1,563 Views
Message 7 of 38

Re: BT whole home wifi

A bit more info ... I had a Samsung S6 Edge phone and a Galaxy Tab A connected to my Whole Home network.

 

The tablet went offline, though it still had an IP address (192.168.0.24) so I quickly checked to see if this matched the IP address it was assigned on the router using my phone. Turns out it had gone offline at the same time !

 

When in this state, the phone shows "Authentication error occurred" on the wifi screen. In both devices, switching wifi off and on restores the connection and the devices get the same IP addresses as they had before going into limbo.

 

The same problem happens on an Amazon Fire HD.

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Highlighted
Oxlade1
Aspiring Expert
1,503 Views
Message 8 of 38

Re: BT whole home wifi

Have you tried just forgetting the Whole Home SSID and re-adding it? May need to create a new profile after the update.

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dmb0058
Aspiring Contributor
1,498 Views
Message 9 of 38

Re: BT whole home wifi

Do you mean just forgetting the network on each device, then re-adding the network ?

 

Hmm, no I don't think I've tried that, I'll give it a go and see Smiley Happy

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BT Devices Expert
BT Devices Expert
1,459 Views
Message 10 of 38

Re: BT whole home wifi

Hi @dmb0058

 

Are you still having issues with these devices and seeing an authentication error after forgetting and re-adding the network in your phones?

BT Device ExpertDan O
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