BT Home Hub 5 (Type A)-Incorrect password when connecting Wi-Fi, but the password has been unchanged

[keviy14456]

Hello. I woke up this morning and noticed that my phone had disconnected from the Wi-Fi, it was using my mobile data.

I opened up the Wi-Fi connections tab and tried re-connecting to the BT Hub as usual but it then stated that my password was incorrect.

Fearing for the worst, I thought somebody had logged in and changed my password.

I opened up my laptop to see if it was having the same issue but nope, it was perfectly fine with connecting to either the 2.4GHz, or the 5GHz connection. I also checked my PC, and all was fine there.

I opened up http://192.168.1.254/ and restarted the router but still had the same issue on my phone. I refreshed it, still nothing. I think this issue has, for some reason, affected all of the mobile devices in my household.

Can you please help me get to the bottom of this? Many thanks.

[Keith_Beddoe · Accepted solution]

@keviy14456 

Welcome to this user forum.

You need to factory reset the home hub to clear out any invalid entries.

https://www.bt.com/help/broadband/how-do-i-reset-my-bt-hub-to-its-factory-settings

If you are using BT Digital Voice with the BT supplied phones, first make sure you make a backup of the phone numbers that are stored in the home hub.

[keviy14456]

Thank you very much for the prompt response, Keith. Is there anything you recommend I do before resetting? Back up the current settings, forget the network on current devices, etc.

[Keith_Beddoe]

See my last comment regarding BT Digital Voice. As you have a home hub 5, this would not apply anyway.

The disconnection issue is more likely to affect Apple devices which have private address turned on, as that can result in many multiple entries in the home hub. That can also affect some later Android phones which have this feature.

[keviy14456]

Hey, Keith. I backed up my Home Hub’s settings, reset the router, restored the settings, still had the same issue.

Second time, I reset the router, did not restore the settings, manually turned off Smart Setup, split the 2.4GHz/5GHz SSID, restarted my phone, reconnected, and that solved the issue.

I'm not sure which of these steps was the actual solutions but oh well, all is fine now. Thank you for your help.

[Keith_Beddoe]

Backup up the settings would not help, as those invalid entries are stored in the backup file (user.ini) and would be restored again. This was an issue which affected all of the earlier home hubs, including the original home hub 1.

[keviy14456]

Oh, I see. That makes a lot of sense. Thank you so much for clarifying the issue. You've been a star, Keith. If there's a way to endorse you other than giving you a 'thumbs up' on your posts, please let me know.

[Keith_Beddoe]

I am just one of the many forum members that try to offer help. I have been on this forum since 2010.

Please post back on this forum if you need help in the future.

You may have seen this https://community.bt.com/t5/Announcements-Guides-Community/Welcome-to-the-BT-Community-Forum/td-p/15...

[keviy14456]

Understood! Again, thank you for the help.

[davidjill2018]

Does this mean losing all the settings for everything connected? 

Is there no way to reset the used ip address?

Can we change the number of available random Ip address?