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"authorise wifi network" message

Hooked
Posts: 5
Registered: ‎13-12-2020

"authorise wifi network" message

My phone comes up with the above message and takes me to router settings, which says there are no problems.

TV says 'restricted access' and all other devices get similar messages.

I've tried resetting router via button and via settings but it doesn't work.

Any ideas?
14 REPLIES 14
Moderator
Moderator
Posts: 20,455
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Registered: ‎06-04-2007

Re: "authorise wifi network" message

Moderator's note(s):

Thread moved from Fibre Broadband to My Router.

Forum Moderator and Customer
Courage is resistance to fear, mastery of fear, not absence of fear - Mark Twain
He who feared he would not succeed sat still

Pro
Posts: 517
Thanks: 83
Fixes: 4
Registered: ‎28-06-2007

Re: "authorise wifi network" message

Hi @KA149 Have you tried unplugging the router, leaving it a few minutes then plugging it back in and letting it reset itself before using, to see if that clears the problem

Pro
Posts: 517
Thanks: 83
Fixes: 4
Registered: ‎28-06-2007

Re: "authorise wifi network" message

Hi @KA149 Sorry forgot to mention have you checked the password on the WiFi

Hooked
Posts: 5
Registered: ‎13-12-2020

Re: "authorise wifi network" message

Thanks for the suggestions. I've tried reset via all methods, including those suggested. Passwords, names, everything that can be changed has been tried.

The only thing I havent tried is a wired connection because I cant find any equipment with an ethernet port.
Pro
Posts: 517
Thanks: 83
Fixes: 4
Registered: ‎28-06-2007

Re: "authorise wifi network" message

Hi @KA149 Found on google

If your Android phone won't connect to Wi-Fi, you should first make sure that your phone isn't on Airplane Mode, and that Wi-Fi is enabled on your phone. If your Android phone claims it's connected to Wi-Fi but nothing will load, you can try forgetting the Wi-Fi network and then connecting to it again.

Pro
Posts: 517
Thanks: 83
Fixes: 4
Registered: ‎28-06-2007

Re: "authorise wifi network" message

Hi @KA149 Have you also used the wps on the router

Hooked
Posts: 5
Registered: ‎13-12-2020

Re: "authorise wifi network" message

Hi Mort.
Yes, whether using the password or the wps it all connects fine but acts as if there is no internet on the line. The hub menu says it is connected but I don't think it is.

Edit - connects fine at the time, then the other messages appear (same on 5 devices, with laptop saying no internet, tv says authentication and mobiles giving a login/authorise message despite showing as connected.
Pro
Posts: 517
Thanks: 83
Fixes: 4
Registered: ‎28-06-2007

Re: "authorise wifi network" message

Hi @KA149 Go back to basics try

Re: No Internet connection

Is there any noise on your phone calls? Dial 17070 and select option 2, there should be no noise between the announcements.

Pro
Posts: 517
Thanks: 83
Fixes: 4
Registered: ‎28-06-2007

Re: "authorise wifi network" message

Hi @KA149 Have you tried a new filter

Have you tried removing the face plate on the master socket then connecting directly into that

Pro
Posts: 517
Thanks: 83
Fixes: 4
Registered: ‎28-06-2007

Re: "authorise wifi network" message

Hi @KA149 I may have missed it but what lights are showing on the Hub and which hub is it

Hooked
Posts: 5
Registered: ‎13-12-2020

Re: "authorise wifi network" message

Hello Mort.
We called customer services and it turns out there was apparently some abnormal loss of power to the router that lost the account identity.
I may not have explained that very well, but the person on your helpline was very helpful indeed. Thanks also to you for your efforts.
Pro
Posts: 517
Thanks: 83
Fixes: 4
Registered: ‎28-06-2007

Re: "authorise wifi network" message

Hi @KA149 Presume now all is OK and you are up and running.

By the way I am only a member of the community and do not work for PN we just help each other out.

You can if you want click the thumbs up to give thanks

Hooked
Posts: 5
Registered: ‎13-12-2020

Re: "authorise wifi network" message

Really appreciate your help. It took a long time to sort out on the phone with the diagnostics showing faults, then the router username had changed and then it couldn't be changed back because a phantom order had appeared on my account.

To PN's credit they were very helpful and patient in resolving the issue. It involved changing usernames and password but we got there and all is now working fine 👍
Pro
Posts: 517
Thanks: 83
Fixes: 4
Registered: ‎28-06-2007

Re: "authorise wifi network" message

Hi @KA149 You are welcome enjoy