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Q1ramsey
Beginner
323 Views
Message 1 of 11

Connected to WiFi, no internet

Hope someone can help

two days ago I woke up and found that my internet had randomly stopped working. Was fine the night before.

I can connect devices to the wifi, but can’t actually use the internet. Nothing loads on my devices etc

spoke to someone over the phone who had attempted to restart the router from their end but it wouldn’t come through.

an engineer is coming out next week but that’s a long wait, has anyone experienced this before? If so what did the issue end up being?

 

cheers

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10 REPLIES 10
Les-Gibson
Recognised Expert
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Message 2 of 11

Re: Connected to WiFi, no internet

Have you tried rebooting your hub


       
                                                     If the Smart Hub 2 is BT's best hub yet then what does that say about its predecessors ?
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imjolly
Distinguished Sage
Distinguished Sage
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Message 3 of 11

Re: Connected to WiFi, no internet

Have you tried a factory reset of the hub by pressing the recessed button on back and holding 20/30 seconds until hub lights flash



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licquorice
Distinguished Sage
Distinguished Sage
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Message 4 of 11

Re: Connected to WiFi, no internet

What colour light is the hub?

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Q1ramsey
Beginner
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Message 5 of 11

Re: Connected to WiFi, no internet

Yeah I’ve tried the usual reboot, turn off and in etc. nothings worked
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Q1ramsey
Beginner
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Message 6 of 11

Re: Connected to WiFi, no internet

Yeah I’ve tried that, still nothing
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Q1ramsey
Beginner
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Message 7 of 11

Re: Connected to WiFi, no internet

Solid blue

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imjolly
Distinguished Sage
Distinguished Sage
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Message 8 of 11

Re: Connected to WiFi, no internet

from what you have posted you need to phone CS 150 or 0800800150 from mobile and ask for replacement hub



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decembersangel
Aspiring Contributor
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Message 9 of 11

Re: Connected to WiFi, no internet

Hi @Q1ramsey 
Yay, not just me then 😂 
I have a Samsung Galaxy Tab2 (Yes, it is older than God) and it has always connected to the internet with no problems until this Wednesday (21st Sept) and then it was recognising my hub but wouldn't connect to the internet. All my other gadgets i.e. mobile phone, laptop and Kindle Fire are still able to connect to the internet with no problem whatsoever.
I Googled the problem and tried every suggestion e.g. reboots (router and tablet), clearing cache and browsing history, removing hub from device and re-adding it etc but nothing helped.
 The only 'fix' I (accidentally) found that worked is that when you try to open a page on the internet is gives an error message about 'not being able to connect to BT wifi' and has a button below that that states 'connect'. If you press this it takes you to the BT WiFi login page (don't forget to select BT Broadband in the drop down list on the left and not BT Wifi when you login otherwise it doesn't work) and once you have logged in then it seems to connect your device to the internet. Unfortunately this isn't a permanent fix and you will have to do this whenever needed.
Not sure why this has started happening unless BT has recently sent an update to the hubs that is causing this problem with certain devices.
I hope this helps even if only temporarily 😁 x x

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decembersangel
Aspiring Contributor
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Message 10 of 11

Re: Connected to WiFi, no internet

@Q1ramsey 
OK, so I had a 'DOH' 🙄 moment earlier today (I would say a light bulb moment but that burnt out a long time ago! 😂) and realised that my tablet was actually trying to connect to a BT Wifi hotspot instead of my home hub 😤 and this was why I was getting an internet connection problem. I don't know why this happened as it just decided to do it for some reason. So I went into my Wifi settings and after 'ignoring' the BT Wifi connection and then connecting my tablet back to my hub it has been working as per normal and hasn't lost the connection since.
Just something really easy to check and maybe the answer to the problem you are experiencing 😁

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