topic Re: Mobile phones not connecting to Hub2 wifi in My Router

Mobile phones not connecting to Hub2 wifi

KenMavor — Mon, 19 Aug 2024 16:18:55 GMT

Had thunder and lightning a few days ago when we were away.

Lost all connectivity to the outside world from router.

Reported fault but still getting resets and problems including slow speeds.

Current issue is that no mobile phones can connect to the router via wifi....macbooks, pcs, etc via wifi is fine. Similar with security cameras - no wifi connection.

Disables security on wifi - ie no password and still nowt.

I think the router has been knackered by the thunder and lightning.

Anything else I can check/test to confirm/deny the issues?

Thanks in advance ladies and gents.

Re: Mobile phones not connecting to Hub2 wifi

jab1 — Mon, 19 Aug 2024 16:35:30 GMT

@KenMavor I don't know which mobiles you have, but one thing you can try is to turn them off totally, wait a few minutes, and then turn them back on -i.e, reboot them, and then try reconnecting them.

As to your 'slow speeds and resets' - which router do you have? Knowing that could help us in suggesting the best fault-finding options.

Re: Mobile phones not connecting to Hub2 wifi

KenMavor — Mon, 19 Aug 2024 16:53:02 GMT

Hiya.

Thanks for the quick response.

It is a Plusnet Hub 2.

Downstream sync speed: 7.896 Mbps. Normally 12-14Mbps

Upstream sync speed: 800 Mbps. Normally 1.4 to 2.4 MBps

When trying to connect from my phone (Pixel 7) and my wife's Iphone.....

Obtaining IP address.......

Saved....

Obtaining IP address.....

Saved...

Authentication problem

Weird. Did report problems two days ago and everything was going well but with slow speeds....probably reduced speed to reduce errors.

This is a new one though.

Re: Mobile phones not connecting to Hub2 wifi

jab1 — Mon, 19 Aug 2024 17:03:21 GMT

OK Deal with one issue a time I think. Have you totally rebooted the phones as suggested? If so, and the problem still exists, as you have an internet signal, as you clearly have as your other devices still connect, albeit slowly, the issue is with the phones. Unfortunately, I have no experience of the Pixel, so maybe using a search engine to query the issue is a good idea.

Re: Mobile phones not connecting to Hub2 wifi

KenMavor — Mon, 19 Aug 2024 17:14:22 GMT

Switched off and rebooted all mobiles and router.

Still no joy connecting.

Re: Mobile phones not connecting to Hub2 wifi

jab1 — Mon, 19 Aug 2024 17:19:04 GMT

Sorry about that - hopefully someone else may have an idea, unless, as I said, you can find an answer online.

Now to your slow speed - what product are you on, and which router do you have?

Re: Mobile phones not connecting to Hub2 wifi

KenMavor — Mon, 19 Aug 2024 18:00:34 GMT

Thanks again.

I'm on a 2km copper wire which means I can only get about 12 and 2.

Speeds are currently half that.

BT speed is showing 6.93 down and 0.76 up.

Contract is for
Unlimited Fibre has an average speed of 36Mb download and 9Mb upload.

At peak times, we estimate that you'll get the following speeds on your line:
Download: 8 - 10Mb
Upload: 0.5Mb

Minimum Guaranteed Speed: 10.1Mb.

I am surprised that all the phones (2x iphone and 1 android) are impacted in exactly the same way.

Re: Mobile phones not connecting to Hub2 wifi

jab1 — Mon, 19 Aug 2024 18:13:55 GMT

OK. I too am surprised that both phones have the same issue, but I'm sorry I missed that one of them was an iPhone, which I do have experience of. On that one, what is currently showing on the settings page on the line for 'Wi-Fi' - i.e. does it show your Hubs identity?

As regards your speed issue, can you please follow the below, and provide the information asked for?

For Community members to be able to help, information from these sites, as screenshots, posted as pictures within the topic, not as attachments:-

BT Broadband Availability Checker (obscuring your phone number), where a landline phone is no longer supplied or known use the address version BT Broadband Address Availability (obscuring your address)

BTW Performance Tester - Over a wired (Ethernet) connection if at all possible, please report the 'ADDITIONAL DIAGNOSTICS'. This test is recommended to be performed with only one device connected.

Sight of the broadband connection status from your Hub (with the 'Username' obscured) would also be of help.

~~For the Hub One -~~

~~Navigate from the Home Screen to Troubleshooting > Helpdesk~~

For the Hub Two -

Navigate from the Home Screen to Advanced Settings > Technical Log > Information

Where the phone line is still active, it may also be a good idea to report the results of a Quiet Line Test - dial 17070 option 2 from a (preferably corded) phone. After the confirmation of your phone number, there should be total silence apart from the regular 'Quiet Line Test' announcement. Any other noise - report a PHONE fault first.

If you are unsure about any of the above, please just ask - I am happy to help.

Re: Mobile phones not connecting to Hub2 wifi

KenMavor — Mon, 19 Aug 2024 18:40:24 GMT

First few details.....

Additional diagnostics.....

Summary of Performance Test

Timestamp

Monday 19 August 2024 | 19:38:35

Ping

38 Ms

Download

6.93 Mbps

Upload

0.70 Mbps

Summary Advanced Test

Your speed test has completed and the results are shown above, however during the test an error occurred while trying to retrieve additional details regarding your service. As a result we are unable to determine if the speed you received during the test is acceptable for your service. Please re-run the test if you require this additional information.

Re: Mobile phones not connecting to Hub2 wifi

KenMavor — Mon, 19 Aug 2024 18:43:38 GMT

Re: Mobile phones not connecting to Hub2 wifi

KenMavor — Mon, 19 Aug 2024 18:45:34 GMT

Re: Mobile phones not connecting to Hub2 wifi

KenMavor — Mon, 19 Aug 2024 18:51:28 GMT

No corded phone available.

Quiet line test was quiet. No noise on it at all.

Re: Mobile phones not connecting to Hub2 wifi

jab1 — Mon, 19 Aug 2024 18:55:07 GMT

Ken, thanks for those two bits of info. You are obviously on a long 'final mile' of copper - as you indicated earlier. The Quiet Line test is encouraging - now we just need the rest of the information.

Re: Mobile phones not connecting to Hub2 wifi

KenMavor — Mon, 19 Aug 2024 18:58:11 GMT

Re: Mobile phones not connecting to Hub2 wifi

KenMavor — Mon, 19 Aug 2024 19:02:00 GMT

The "additional diagnostics" refuses to load up. I have done this previously, like a year ago, and it loaded fine and all relevant information was accessible and viewable.

Re: Mobile phones not connecting to Hub2 wifi

jab1 — Mon, 19 Aug 2024 19:02:30 GMT

Wrong page - although it gives some useful information - this is the one we need:

Re: Mobile phones not connecting to Hub2 wifi

jab1 — Mon, 19 Aug 2024 19:04:30 GMT

OK - don't worry about the additional diagnostics - it is useful but totally essential.

Re: Mobile phones not connecting to Hub2 wifi

Baldrick1 — Tue, 20 Aug 2024 10:09:42 GMT

@KenMavor wrote:

Reported fault but still getting resets and problems including slow speeds.

Current issue is that no mobile phones can connect to the router via wifi....macbooks, pcs, etc via wifi is fine. Similar with security cameras - no wifi connection.

How many resets are you getting? What happens to the lights on the router when it resets? What response have you had to the reports from Plusnet?

Can you clarify the second paragraph? Are you stating that macbooks, pcs etc are connecting to WiFi normally? Is it just the phones and security cameras that are giving trouble?

Have you tried a factory reset on the hub? If not, on a Hub 2, push a paperclip in the reset hole. Keep the switch closed until you get a green light. It will then take several minutes to reset and reconnect you.

Re: Mobile phones not connecting to Hub2 wifi

KenMavor — Tue, 20 Aug 2024 17:23:12 GMT

Thanks for the reply. Been out for the day.

Yesterday direct ethernet cable connection was fine. Speed was slow but useable.

Today....nowt.

Until 30 mins ago when wifi is back for my macbook...runs to check phone.......nothing.

Weird that the connection always asks for the password, every time. Then doesn't connect and says..

"Check password and try again."

Weird again.

Plusnet have got BT engineer coming out, meant to be tomorrow.

I'm gonna ask for the copper cable to be replaced with fibre.....ha ha.

Re: Mobile phones not connecting to Hub2 wifi

jab1 — Tue, 20 Aug 2024 17:28:25 GMT

OK @KenMavor - just let us know what the engineer finds on the speed issue, but sorting that won't sort you phone connection issues, which I admit have me stumped. Usually, with iPhones anyway, a full reset sorts the gremlins.