Trying to connect new mobile to BT internet

[Harricobean]

We have just purchased a new Motorola Go6 mobile and are trying to set it up to connect with our home's BT internet. The phone recognises the hub and has a list if all the hub information on its Wifi page. However the note says "- security, strong - Connected / No internet access". All other devices around the house that use internet are connected and working as usual, so its not a broadband issue. Another phone recently purchased as a gift for family member connected without a problem.  I don't understand why this time it hasn't been straight forward. We have obviously put in the correct password, etc. to get as far as we have.

[gg30340]

Have you tried restarting the phone?

[WSH]

Have you actually attempted to connect to the internet?  I've known new connections to initially report no access and then that disappears when you attempt to connect to a website.

[Harricobean]

Yes, a number of times. And disconnected & reconnected the hub hoping that would help 'discover' the phone.

[licquorice]

Not quite sure why you are asking on here, the problem is clearly with the phone not the BT hub.

[Ali_A · Accepted solution]

Hi @Harricobean 

It could be a device conflict with the IP being assigned by the router. This would explain the Wi-Fi showing a connection but not actually serving the web to you. 

Please restart the router and your mobile device at the same time, and wait 5 minutes or so. 
You may need to do this twice. 

Keep us updated with how you get on. 

Ali 
 

[Harricobean]

Aki A

I have tried both if those options ...... but not together!   I'll give that a go.   Thank you.