Wifi is connected but no internet on android phone & windows laptop

[djsully91]

Hello
Having been an EE broadband / phone customer for a few years now up until recently I've had no issues with the service what so ever however the past day or two now I've been having wifi connectivity issues with not only my laptop but my phone.

The connection works fine on my desktop as it is wired via Cat 5 / 6 cable direct to the smart router though the issue lies with the wifi.

Yesterday morning I had been watching a live stream on Twitch when the issue begun to happen as I had lost internet connection on my Galaxy A32 G despite being connected to the wifi. I tried everything I knew to solve the issue and all had failed, I had even then checked to see if the wifi were working with my laptop and only had the same issue where it'd connect to the wifi but have no internet.

Checking in the router settings I couldn't see anything wrong there, however eventually I had to reset the router back to defaults which for an hour or two solved the wifi issue until once again I had lost internet access.

Earlier on, I checked the router again to confirm there isn't anything wrong there yet again had resorted to resetting back to defaults to see if whether that would work or not and AGAIN I had net connection via wifi for about an hour or two before I lost internet access.

Is that an issue on your end or is that an issue with the router?

[Chris_B]

@djsully91     As this is a public forum your line can not be checked from here.    But if a wired connection to the router is ok and it’s just a Wi-Fi connection problem then The fault lies with the router as obviously the Internet is working because of the wired connection is working.   You need to call customer services as it sounds like a faulty router because you have done a factory reset and the problem happens again. 

[XRaySpeX]

Welcome to EE's Home Broadband Forum.

Is there any change in the colours of the router's light sequence when it happens?

If you would like help with your BB speed or connection issues, please would you carry out the following steps for starters, which will enable us to diagnose the problem and advise you further. Do not restart your router to do these tests:

1. Post your full router stats:

• For a BrightBox: login and go to Advanced Settings > System > DSL Status. Also post 'System Uptime' from top of System Log page.
• For a SmartHub: login and go to Advanced Settings > Technical Log > Information. Obscure your names & any numbers in the BB Username & also the SSIDs.

Full router stats are key to any speed & connection issues.

2. Try both a wired & wireless speedtest here http://www.thinkbroadband.com/speedtest.html . Click on the "Results Page" button at the bottom of the graph you first see and then copy to here just the "Link to this result:" link that you see below the next main graph.

3. What does BT Wholesale Broadband Availability Checker estimate for your phone number? Post just the whole table and the line above it, blanking out your phone number. If it doesn't recognise your phone number or you don't have one, use the Address Checker, not the Postcode Checker.

[djsully91]

Product name:Smart Hub

Serial number:*****************************

Firmware version:v0.06.01.08190-EE

Firmware updated:Sun Dec 6 06:14:30 2020

Board version:01

DSL uptime:-

Data rate:-

Data sent / received:-

Broadband username:*****************************************

2.4 GHz wireless network name:EE-Hub-5qrL

2.4 GHz wireless channel:Smart (Channel 1)

5 GHz wireless network name:EE-Hub-5qrL

5 GHz wireless channel:Smart (Channel 36)

Wireless security:WPA2

Wireless mode:Mode 1

Firewall:Default

MAC address: ******************************

Software variant:-

Boot loader: 0.0.3-EE (Mon Dec 4 17:32:53 2017

I am also seeing this quite a lot in the event log:
CWMP: Set Parameter by TR069 failure code:9005 / information:Invalid parameter name

Something does tell me that it is an issue with the router itself and not the line coming in.

[XRaySpeX]

You have no BB connection at all but I thought from your OP that you did over Ethernet. So it's more than a WiFi issue.

What lights are showing on the router?

What does it say after you log into the router:

• For a BrightBox: in the Internet section on the initial Status page or
• For a Smart Hub: on the Advanced Settings > Broadband > Internet page?

Obscure your names & any digits in the BB Username but post the 1st 2 parts of the IP addy. This will tell us at which stage EE have got to.

Does the landline phone work? Do you get a dial tone? Does it announce your correct no. when you dial 1470 17070?

[djsully91]

At the time I seemed to have been having an issue with the ethernet connection which I have now resolved so have taken the status again -

Product name:Smart Hub

Serial number: ********************************

Firmware version:v0.06.01.08190-EE

Firmware updated:Sun Dec 6 06:14:30 2020

Board version:01

DSL uptime:0 Days, 1 Hours, 40 Mins, 21 Secs

Data rate:20.00 Mbps / 80.00 Mbps

Maximum data rate:21.30 Mbps / 111.28 Mbps

Noise margin (up/down):6.9 / 14.9

Line attenuation (up/down):20.2 / 15.5

Signal attenuation (up/down):20.1 / 15.5

Data sent / received:81.0 MB / 496.0 MB

Broadband username: *****************************************

2.4 GHz wireless network name:EE-Hub-5qrL

2.4 GHz wireless channel:Smart (Channel 1)

5 GHz wireless network name:EE-Hub-5qrL

5 GHz wireless channel:Smart (Channel 48)

Wireless security:WPA2

Wireless mode:Mode 1

Firewall:Default

MAC address: *****************************

Software variant:-

Boot loader: 0.0.3-EE (Mon Dec 4 17:32:53 2017)

All of the lights on the hub are working as normal, nor am I getting any yellow lights at all.

[Leanne_T]

Hi @djsully91 

Thanks for coming back to us. 

Is your landline working OK? 

Have you spoken to our Broadband care team? 

Leanne 🙂