topic Re: Issues connecting to wifi ? in Tech Help - Software/Hardware etc

Issues connecting to wifi ?

sandyk57 — Mon, 03 Apr 2017 23:37:39 GMT

Hi this is my first post so sorry if it's in the wrong place. I am having issues connecting my iphone 6s to wifi - when i click on plusnet and try to go on my broadband it takes me to the router hub management page and asks me to log in - it says my phone is connected but its not is there anyone out there that can offer some advice please and thanks

Re: Issues connecting to wifi ?

bill888 — Tue, 04 Apr 2017 01:09:19 GMT

What is the router model number (eg. Hub One, Hub Zero/2704n) ?

Do other wireless devices connect to internet OK ?

Re: Issues connecting to wifi ?

sandyk57 — Tue, 04 Apr 2017 04:15:52 GMT

hi it's a plus net one router - and i can attach my laptop ok i've tried resetting the hub - resetting the wifi connection on my iphone 6s but nothing changes

Re: Issues connecting to wifi ?

ReedRichards — Tue, 04 Apr 2017 06:27:32 GMT

@sandyk57 wrote:
when i click on plusnet and try to go on my broadband it takes me to the router hub management page and asks me to log in - it says my phone is connected but its not is there anyone out there that can offer some advice please and thanks

I don't know what you mean by 'when i click on Plusnet'. But if you get to the router hub management page then you must indeed have a wifi connection. And once you have the wifi connection there is no need to do anything else, just go ahead and surf. Open Safari and go.

Re: Issues connecting to wifi ?

bill888 — Tue, 04 Apr 2017 08:25:30 GMT

If you still cannot use Safari to navigate to external websites as advised by ReedRichards, see if the follwoing helps, because there are known issues when using IOS devices with the Hub One.

You may need to separate (un-sync) the 2.4 and 5 GHz wifi bands.

Use a web browser and go to 192.168.1.254 to bring up the web admin page. Log into the hub.

Navigate to the page shown below and make two changes shown below and save the settings.

(eg. Just append '-5GHz' or something similar to the 'Wireless SSID')

Re: Issues connecting to wifi ?

ReedRichards — Tue, 04 Apr 2017 11:04:52 GMT

@bill888 wrote:

...there are known issues when using IOS devices with the Hub One.

Known issues that would allow access to the router management interface but not to the Internet?

Re: Issues connecting to wifi ?

sandyk57 — Tue, 04 Apr 2017 12:04:07 GMT

When you get the options n of which wifi provider to log in to my bb is plusnet so I click have entered the password it then take some to the hub page asking me to log in

Re: Issues connecting to wifi ?

sandyk57 — Tue, 04 Apr 2017 12:18:40 GMT

@bill888 wrote:

If you still cannot use Safari to navigate to external websites as advised by ReedRichards, see if the follwoing helps, because there are known issues when using IOS devices with the Hub One.

You may need to separate (un-sync) the 2.4 and 5 GHz wifi bands.

Use a web browser and go to 192.168.1.254 to bring up the web admin page. Log into the hub.

Navigate to the page shown below and make two changes shown below and save the settings.

(eg. Just append '-5GHz' or something similar to the 'Wireless SSID')

bill888 where you have highlighted 5GHz it just says the name of my router Plusnet-JNJM nothing else do you want me to put somthing after this (sorry not very tech savvy just know the basics) thanks

Re: Issues connecting to wifi ?

bill888 — Tue, 04 Apr 2017 12:50:30 GMT

yes.

btw, are we still led to believe you still can't use safari to access websites if you ignore the Hub login page?

Re: Issues connecting to wifi ?

sandyk57 — Tue, 04 Apr 2017 13:37:57 GMT

Done that no change and if I ignore the hub page it takes me out of the network

Re: Issues connecting to wifi ?

sandyk57 — Tue, 04 Apr 2017 14:46:15 GMT

Hi when I go to wifi setting on my phone I get this first pic then when I select it goes to the second pic

Re: Issues connecting to wifi ?

bill888 — Tue, 04 Apr 2017 15:17:51 GMT

Correction:

Looks like you are being shown the hub login page (showing incorrect Broadband username, setup@plusdsl.net), and then being prompted to choose a wifi network to enter the password, or is it the other way around?

What happens when you choose one of the Plusnet-JNJM wifi networks and enter the wifi password ?

On your laptop, can you go to the hub admin page at 192.168.1.254 and navigate to this page and double check your Plusnet account username and password are displayed.

Re: Issues connecting to wifi ?

sandyk57 — Tue, 04 Apr 2017 16:20:46 GMT

So how do I change it to my name please

Re: Issues connecting to wifi ?

ReedRichards — Tue, 04 Apr 2017 16:30:09 GMT

You did not answer the question; what do you see on your laptop? Superficially it looks as if your Hub is in a pre-operational state trying to reset itself. I am surprised you can get an internet connection on any device under those circumstances.

Re: Issues connecting to wifi ?

bill888 — Tue, 04 Apr 2017 16:33:14 GMT

Go to the above mentioned hub admin page and manually type in your plusnet account username & password. Press the button at bottom of the page to save the settings. It is the same username and password you use to log into the Plusnet website to access your account for billing etc.

Make sure the username ends in '@plusdsl.net'.

eg. myusername@plusdsl.net

You may need to restart the hub after saving the settings.

If the username and password are entered incorrectly, the laptop won't be able to surf the web.

Earlier, when you said you 'reset' the Hub One, did you actually logged into the Hub One and performed a 'factory reset', or pressed the 'reset' button on the rear of the hub with a pin? Or did you mean to say you just turned the hub off and on using the power button ?

Have you joined Plusnet only recently?

The Hub One should have retrieved your account username and password automatically, but it hasn't. Your account 'might' not be set up correctly.

Re: Issues connecting to wifi ?

sandyk57 — Tue, 04 Apr 2017 16:40:20 GMT

I've pressed the reset button I've switched it off I've tried every thing I can think of. Re username it will not change it I've tried there isn't a save button just connect or reset I've only just got PN and am starting to regret it

Re: Issues connecting to wifi ?

bill888 — Tue, 04 Apr 2017 16:41:49 GMT

fwiw, I recall last year, some new customers reported they had 'limited' internet access when using 'setup@plusdsl.net' username on Hub One.

Re: Issues connecting to wifi ?

ReedRichards — Tue, 04 Apr 2017 16:44:46 GMT

@bill888 wrote:

The Hub One should have retrieved your account username and password automatically, but it hasn't. Your account 'might' not be set up correctly.

That's what I thought and the point of my previous post. If you can get Internet access then it is as some sort of anonymous user with Plusnet; I'm surprised that their system allows this.

Re: Issues connecting to wifi ?

bill888 — Tue, 04 Apr 2017 17:31:16 GMT

Update: see next post by @Mustrum

Re: Issues connecting to wifi ?

Mustrum — Tue, 04 Apr 2017 16:46:21 GMT

From the previous screen @bill888 posted with the username and password, make sure you press the disconnect button to be able to enter your username and password. Once you have got it entered, you can then press the connect button - there is no save button.

There are more detailed instructions I the help pages on the main PN site.