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Message 1 of 15

Some devices on wifi don't get an internet connection

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Hi,

I recently returned to BT and setup my hub. Everything seemed ok but then I noticed that my Netvue garden cameras weren't connecting to my app. I spent a few hours with Netvue support who eventually said that the cameras were not reaching their cloud servers and so recommended changing my DNS settings.

I spoke to BT support who confirmed that the DNS settings can't be changed on the new Hub. I then spent nearly three hours trying to get the cameras to be able to access the cloud servers. This entailed many reboots, factory resets etc. During this process the support person did identify that there was fault on my line but that was just that the broadband kept dropping out. 

That repair has been resolved but the cameras still won't connect. I can see them on the router and they have an IP address but they can't seem to transmit or receive anything. 

We've now also noticed that my wife's Amazon Fire tablet also connects to the wifi but then says that there is no internet connection. 

These were all working perfectly with the Plusnet router that we had but nothing I've tried can resolve it.

Anybody have any suggestions?

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Message 2 of 15

Re: Some devices on wifi don't get an internet connection

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First of all turn off the 5GHz wireless band on the BT Smart hub 2, and then try and connect those devices. Once they are connected, and if you have any 5GHz capable devices, then turn the 5GHz back on again.

If that fails, then do a factory reset of the home hub, and repeat the process.

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Message 3 of 15

Re: Some devices on wifi don't get an internet connection

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Tried that several times with BT support I'm afraid.

We turned off 5GHz, no difference - rebooted, no difference - factory reset, no difference - BT support did a factory reset from their side and reset some other things in the background, no difference. 

We tried port forwarding but all that happened then was that my digital phone line disconnected and it took another couple of resets before we got that back.

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Message 4 of 15

Re: Some devices on wifi don't get an internet connection

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Some devices use their own DNS settings, and if BT Web Protect or BT Parental Controls are active on your account, then that can cause issues.

You can see if either of these are enabled, by looking on MyBT.

Also make sure that MAC randomisation (Private Addressing) is not selected on your devices, for your own wireless network.

 

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Message 5 of 15

Re: Some devices on wifi don't get an internet connection

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Web Protect and BT Parental Controls are not active on the account. As far as I can tell neither the Amazon tablet nor the cameras have MAC randomisation.

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Message 6 of 15

Re: Some devices on wifi don't get an internet connection

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Click here, then enter the Admin password for your hub, look to the bottom of the page and change Wireless Mode to either mode 2 or mode 3 and see if the cameras connect. If they don't then remember to change this back to mode 1. 

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Message 7 of 15

Re: Some devices on wifi don't get an internet connection

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If you have not cleared out the Plusnet router's details from your camera and tablet and assuming you still have the Plusnet router's SSid (Name) and password you could try changing your BT Smarthub's SSid and password to that of the Plusnet router to see if the Camera and Tablet connect to those details.

If they won't connect, carry out a factory reset of the Smarthub and after it has restarted take a note of your IP address then turn your Smarthub off for at least half an hour then start it up again.

While you are waiting for the restart "forget" any wifi connections to the Smarthub from the camera and the tablet.

Once you have turned the Smarthub back on it should have forced a change of IP address, check that your IP address has changed. If it has try reconnecting the Amazon tablet first and if it connects try your other devices. 

If the IP address has not changed try turning it off again until it does get issued with a new IP address.

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Message 8 of 15

Re: Some devices on wifi don't get an internet connection

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Tried that but still get the same result.

The cameras are showing as devices attached to 2.4 and the Amazon tablet is showing as attached to 5GHz.

Ive also started tontine other weird things happening such as on my laptop. I can be looking at a website and then it won't go into a page. Other sites work and I can search Google etc but that one page won't load but if I change browser the it will load?? ten minutes, maybe half an hour later the page will load again in all browsers. 

The same sort of thing has been happening randomly on our phones as well.

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Message 9 of 15

Re: Some devices on wifi don't get an internet connection

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Thanks, tried that but got the same result. 

I can get then to change IP addresses but they still will not connect to the internet. The Amazon tablet says it's connected to the wifi with a strong signal but reports no internet connection. 

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Message 10 of 15

Re: Some devices on wifi don't get an internet connection

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Do you still have the Plusner router? If so I think that should work by just entering the BT credentials. That would rule out a router issue.

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