topic Re: Mobile phones no longer connect to wifi in My Router

Mobile phones no longer connect to wifi

Annie81 — Sat, 11 Sep 2021 10:31:04 GMT

I only joined plusnet 2 weeks ago but having connected 2 laptops and 2 mobile phones to the network all was working fine. Two days ago both mobile phones (android samsung and nokia) will no longer connect to the wifi. My network does not come up as an available network and when I try and add the network the phones won't find it. There are no error messages and the laptops still continue to work ok. Any help with this is greatly appreciated as I have tried everything I can think of. Have also trawled through the forums but I am at a loss as to what has caused this.

Re: Mobile phones no longer connect to wifi

jab1 — Sat, 11 Sep 2021 10:43:23 GMT

@Annie81 Welcome to the forums. We hear this happening on the odd occasion, but usually with Apple phones. As an experiment, try totally powering down the phones, wait a couple of minutes, then restart them, which should force them to rescan for available connections.

Re: Mobile phones no longer connect to wifi

Annie81 — Sat, 11 Sep 2021 11:25:57 GMT

Hi, Tried that twice but my wifi still does not come up as an available network.

Re: Mobile phones no longer connect to wifi

jab1 — Sat, 11 Sep 2021 11:36:51 GMT

In that case, sorry. Further question then - how long have you been a PN customer - just wondering if your modem/router is correctly configured, although if your laptops are connecting (over Wi-Fi?) then it sounds like it is.

Re: Mobile phones no longer connect to wifi

Annie81 — Sat, 11 Sep 2021 11:43:07 GMT

Only joined on 23rd August, and everything worked fine at that point for the laptops and phones. The only issue I have had is connecting my HP printer. This will not connect by wifi at all. I have managed to get it working over a lead, but while trying to set up the printer through HP, I was asked to input the 'Admin password for Hub Manager'. I don't know if inputting this could have affected the phones connections at all.

Re: Mobile phones no longer connect to wifi

jab1 — Sat, 11 Sep 2021 11:49:33 GMT

Interesting. I can't help with the printer, either, I've never used HP and their setup procedure seems quite different to other manufacturers. That request for the Hub manager password won't have affected the phones.

Just to see if it is a router issue, can you post the details from your 'Help Desk' tab, obscuring any personal details?

Re: Mobile phones no longer connect to wifi

Annie81 — Sat, 11 Sep 2021 11:52:49 GMT

I'm probably being really thick, but I don't know what you mean.

Re: Mobile phones no longer connect to wifi

jab1 — Sat, 11 Sep 2021 12:00:32 GMT

Nope, you aren't being thick - like a lot of people you just expect everything to work as it should, and I should have asked what your level of experience was.

Assuming you have a Hub1, if you access your routers home page and click the 'Troubleshooting' tab, that should open a page with a dialogue that starts with something like 'your adviser may ask you for this information' The picture below may help:-

Re: Mobile phones no longer connect to wifi

Baldrick1 — Sat, 11 Sep 2021 12:08:21 GMT

@Annie81

1. Phones not connecting.

Try separating the 2.4 and 5 GHz wireless bands, see https://community.plus.net/t5/My-Router/2-4ghz-and-or-5ghz-best-practice/m-p/1351966#M840. Once you have done this if you go into your phone available wireless network settings you will find that there are now the two Plusnet wireless networks available. The password is the same for both. Try each band in turn and use the best.

2. Printer not connecting.

The chances are that this is being caused by the printer retaining the previous ISP's allocated IP address. Look through the HP manual or look up on line how to factory reset the printer. Run through this then set the printer up from scratch.

Re: Mobile phones no longer connect to wifi

jab1 — Sat, 11 Sep 2021 12:06:04 GMT

@Baldrick1 - thanks.

Re: Mobile phones no longer connect to wifi

Annie81 — Sat, 11 Sep 2021 12:44:34 GMT

Hi, I've tried the link @Baldrick1 sent, connected to 5GHz and changed 'sync to 2.4GHz' to no, but this has not helped.

I have copied the info' from helpdesk onto a word document and attached it. Hope this is what you are looking for. Thanks

Re: Mobile phones no longer connect to wifi

jab1 — Sat, 11 Sep 2021 12:51:36 GMT

@Annie81 No word document, I'm afraid, but a screenshot would much more helpful, if possible, anyway.

until we can get your phones to 'find' your network, you won't be able to connect, despite @Baldrick1 's helpful advice.

Re: Mobile phones no longer connect to wifi

Annie81 — Sat, 11 Sep 2021 13:00:27 GMT

Sorry, my laptop won't screenshot for some reason. Now on different laptop so hopefully should work.

Re: Mobile phones no longer connect to wifi

Dan_the_Van — Sat, 11 Sep 2021 13:08:24 GMT

Hi @Annie81

Do you have Mobile Data on your Samsung phone? If so you could down load a WiFi signal Analyser, this will prove if the Hub One WiFi is working and if the phone are seeing the signal.

I use WiFi Analyzer created by farproc, there are others.

Hope this helps

Dan.

Re: Mobile phones no longer connect to wifi

jab1 — Sat, 11 Sep 2021 13:09:50 GMT

It worked, @Annie81 , and proves there is nothing wrong with your routers setup - although I note both your 2.4 and 5ghz bands still have the same name.

As everything on your router is OK, my next suggestion (for the phone issue) is to see if they will connect to another network - have you any friends/family local you could possibly ask?

Re: Mobile phones no longer connect to wifi

Annie81 — Sat, 11 Sep 2021 13:10:52 GMT

Sorry, I have nobody that lives local.

Re: Mobile phones no longer connect to wifi

jab1 — Sat, 11 Sep 2021 13:12:38 GMT

A shame, because that would be helpful.

Re: Mobile phones no longer connect to wifi

Annie81 — Sat, 11 Sep 2021 13:21:09 GMT

Hi. Have downloaded wifi analyser, there is a long list, but it is not listing my wifi.

Re: Mobile phones no longer connect to wifi

Baldrick1 — Sat, 11 Sep 2021 13:31:26 GMT

@Annie81 wrote:

Hi, I've tried the link @Baldrick1 sent, connected to 5GHz and changed 'sync to 2.4GHz' to no, but this has not helped.

Did you remember to add -5 to the 5GHz band SSID, I suspect that you missed this step?

If that doesn't work try switching off the 5GHz band all together.

Second part of original deleted as screen grab has now come through.

Re: Mobile phones no longer connect to wifi

jab1 — Sat, 11 Sep 2021 13:26:26 GMT

@Annie81 wrote:

Hi. Have downloaded wifi analyser, there is a long list, but it is not listing my wifi.

Strange - I assume your laptops are operating over Wi-Fi? Have your phones had a very recent system 'update'?