My wifes NHS laptop is unable to connect to any internet since switching to EE.

[Ackster]

Hi all, please help prevent a divorce!

My wife works from home for the NHS and her laptop has always connected absolutely fine on our old sky broadband, but since switching to EE today, her laptop will not connect to her VPN and NHS client software etc. 

She cant even access any public websites as there is no Internet connection. 

The laptop is showing as connected to the WiFi and all other devices in our home are working perfectly. 

She has been using this laptop for over a year without any issues on our old Sky broadband, its only done this today since we switched over. 

She's had to now go round her parents, that use BT wifi and it works fine there. 

Has anyone else ever had this issue with NHS laptops or other company VPN'S and found the solution?

[Conrad1961]

Has she deleted the old sky connection and then used the  WiFi credentials for the new EE hub and also ticked the always connect to this network.

[XRaySpeX]

Older devices may not be compatible with the default WiFi settings of EE Smart Hubs. Try setting up Compatible WiFi on the router under Advanced > Wireless Settings > Config > Compatible WiFi (it defaults to 2.4 GHz & WPA2) & connect your problematic 2.4 GHz devices to that.

[JimM11]

@Ackster Try the Comp network that @XRaySpeX has said, you should also say what hub you used on sky, ie the old SR203 wifi5 or the newer Sky Max wifi 6 and which EE Hub you have and using now.

Is the laptop showing wifi bars but with an ! exclamation mark on it indicating connected no Internet! Did you also do the automatic setup and keep the old sky name and password on the connection? If the laptop also has an Ethernet port the connect it up by Ethernet cable.... What EE has linked below.

https://ee.co.uk/help/broadband/getting-started/compare-our-range-of-broadband-hubs

[bobpullen]

@Ackster - have you looked at your parental control settings/schedules etc. in the EE App? Don't suppose there's a chance your wife's laptop has some sort of restriction imposed?

If the laptop is connected to a mobile hotspot, does it work?

Is the laptop able to reach the Hub Manager at http://192.168.1.254?

[Ackster]

Thanks for the replies so far.

We've tried using an ethernet cable, the compatibility mode, and made sure all parental controls are off. 

I manually changed the name and password of the EE router to the old sky details and yes, its saying connected (WiFi bars showing) but saying noon Internet with the globe at the bottom. 

Sometimes it doesnt say no Internet, but still having the problem. 

Starting to regret ever switching. 

The wife is tears as she cannot work. 

[Chris_S]

Hi @Ackster 

I'm sorry to hear about this, it sounds like it's been very stressful for your wife.

We have a helpful troubleshooting page which details tips and tricks that you can find on our Fix an EE broadband connection problem web page.

If your wife is unable to find a fix on the web page, then I'd recommend giving us a call so a technical support guide can help further.

Chris S

[JimM11]

@Ackster Do you know if the work laptop is getting any IP range from the Laptop, the ranges are different, with EE on 1.254 for the ending and the sky operating in 0.254, that can happen if the DHCP has been fixed on the laptop.

Also when connecting turn the 5Ghz band off as a temp measure, try connecting the laptop to the single band and see what happens, there is a lot going on with the new EE Hub, it has 2.4/5Ghz combined ssid, a EE WiFi and also Hidden SSID for the 2.4/5Ghz also.... Remember to re-enable the 5Ghz when finished, https://192.168.1.254 to get to the hub manager....

It could also be the VPN and set to Auto Start with the NHS having set it up that way keep that in mind...

Meant to ask, take it that the connection was fine on the BT Hub at the parent's home?

[bobpullen]

@Ackster - I would also suggest your wife speak to her corporate IT helpdesk too (if she hasn't already) as they can likely help with the troubleshooting.

If possible, it would be interesting to see the output from an 'ipconfig /all' command when in this 'connected, no internet' state. You can do this by opening a terminal/command Window on the laptop and entering: -

ipconfig /all

Followed by Enter.

That will return a whole bunch of info and might offer us some clues as to what's happening.

[Ackster]

Thanks again everyone. 

Unfortunately shes had to drive up to Nottingham for the weekend to work instead of home working so am not able to access the laptop until tomorrow but will try some of the suggestions. 

She has tried her tech support who instantly blamed our Internet "as it was fine before" and "fine everywhere else", even though this is the only device out of about 15 that wont connect. 

It also doesnt help that it's locked down by their IT so admin passwords are required to change even the simplest of settings. 

I will investigate further with your ideas when shes back home tomorrow. 

Thanks again so much for all your help and suggestions.