New customer - can't connect to WiFi

[#1]

My fibre broadband was set up yesterday but none of my devices will connect. Android phone and HP tablet say "unable to connect" and iPhone keeps telling me the password is incorrect.

I have wired connections set up which seem to be working OK, but no devices will connect to WiFi.

Please help!

[#2]

Have you tried connecting using the WPS button which negates the need to press the button ... though I’m not sure that iPhones support WPS!!

Which iPhone what iOS? Some iPhones do flip flop between the 2.4GHz and 5GHz bands if they have identical SSIDs. Logging into the router and going to advance settings and splitting the WI-FI channel names (just add “5”) onto the 5GHz name has delivered improved connectivity.

[#3]

I'll look up how to do WPS and give that a try.

EDIT: Can't find any settings for WPS on Android or HP tablet.

You have completely lost me on that bit about iPhones!

[#4]

Under the default setup the router broadcasts two Wi-Fi signals having the same names (SSID) on different frequencies - 2.4GHz and 5GHz.

Connecting devices should chose one depending on its capability and the relative strength of each and then stick to that channel. Some iPhones do not stick to the chosen frequency overly well but flip flop between the two of them. I have seen iPhones do this and also report incorrect password. Making the SSIDs distinct can eliminate that issue albeit not overly conveniently!

[#5]

OK. So how do I solve that? And also connect to Android and HP tablet via WiFi?

[#6]

In the first instance try WPS on those devices. Note that the pass phrase is case sensitive.

Is this the Plusnet supplied router - without modification?

[#7]

I can't find out how to get devices to connect to WPS. Pressed the button on the router and opened settings on my phone while stood next to it but no options for it and nothing pops up.

Yep router straight out of the box yesterday. Not a good start!

[#8]

For the avoidance of doubt, can you please confirm that you are using the code marked blue as the WiFi password, all letters being lower case?

Alternatively just point the devices camera at the QR code and try that.

[#9]

Yep sure am!

Will go try the QR code now.

[#10]

Can't find anything on that help page to solve my problems.

[#11]

I am confused.  Scanning the QR code should present a "Join WiFi" prompt.  Clicking JOIN should do exactly that.

[#12]

When I scan the QR code it takes me to a Help & Support page.

[#13]

Most odd - when I scan the QR code on an iPhone (as in taking a photo ... not using a QR scanner!) this is what happens.  Clicking the JOIN prompt at the top initiates the join dialogue.  As above, which iPhone and what iOS?

@bobpullen  - my illustration is using a PN Hub One despatched around 2 years ago.  Has the QR content been changed?

I am running out of ideas to assist - best hand this over to staff! @Gandalf 

[#14]

On both my Android and iPhone it takes me to the help page.

[#15]

@gemmarathbone As you were obviously with a different ISP previously, I wonder if the following might help:-

On both your Android and iPhone, do a 'soft reset' - totally power down the phones, wait a couple of minutes, then restart them and once restarted, try the usual connection method - select your PN router from the list and press the connect button, this should bring up the box to enter the password (key) on the router - in the case of my old PN router that was 2C906E4FD6 - note that it is case sensitive.

Try the same thing on the HP tablet.

HTH