Help Mobile not working!

[SJ75]

Samsung A22 Galaxy (my husband) cannot connect to virgin Wi-Fi, tried everything. Any suggestions 

[japitts]

Are you just asking about the phone connecting your home router? What happens when you select the SSID and enter the password? Has it worked before?

What have you tried so far - can you be more specific? Can other devices connect to the same router?

[SJ75]

All other mobiles are connected and have good signal, Wi-Fi has good connection. OH has been connected before but we have had problems with virgin and he has been using wrong address. Tried changing everything, putting in hub address manually. 

[japitts]

Ok... so when the user of this phone does a search for WiFi networks, does it find the one you're wanting to connect to?

They then enter the password and what happens?

[SJ75]

It connects then goes off, even if I use my virgin connect app scan QR CODE. It doesn’t work. Signal very poor but only on his phone 

[Client62 · Accepted solution]

Has someone used the VM Connect app and paused the WiFi for his mobile ?

[David_Bn]

Thanks for your post on our Community Forums @SJ75, and a very warm welcome to you!

Sorry to hear of the issue with the handset not working on the Wi-Fi connection. 

Can you please provide an answer the question posted by @Client62 for me?

Please also advise if any reboots or resets have been performed on the hub?

Kindest regards,

David_Bn

[SJ75]

Everything has been done, in the end I have had to call an engineer out cz I tried everything.

[SJ75]

I have but the mobile is not connected so can’t even pause it. Thanks though 

[Client62]

Do you understand that if a WiFi pause was applied in the past the Hub will continue preventing the mobile from connecting today.

The VM Connect app is so unreliable it may not show the paused entry.

I wrote these notes based on our Hub 3 but the concept is the same for a Hub 4 ot 5

Disable MAC filtering to re-enable Paused devices

Login to the Hub's menus at http://192.168.0.1

1) Advanced settings >>> Wireless >>> Security

   1.1) then set Wireless MAC Filtering to Disabled

   1.2) "Apply changes"
 
2) Advanced settings >>> Security >>> MAC Filtering

    2.1) then delete all entries in the MAC filter list

    2.2 Enable Always on

   2.3) "Apply changes"