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SkillJim, Helpdesk
Category: Networking
Satisfied Customers: 32
Experience:  Can help with any Networking questions, WAN or LANS.
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I have recently connected to BT Infinity, I cannot connect

Customer Question

I have recently connected to BT Infinity, I cannot connect to the WiFi.I keep being asked for my password, which I do not know.

I want to buy more books,

Can you help ne?
Submitted: 4 years ago.
Category: Networking
Expert:  Jeremy replied 4 years ago.
Hi my name isXXXXX would like to assist you with your question. I am an expert here on in the computer field.

How are you doing today?

Would you mind if I remotely share your screen to take a look at what's going on? If that's okay:

Click the above link, A download should begin. If it asks at the bottom if you want to run or save choose Run

This will open the Application. When it open a 9 digit number will be at the top (should look similar to this format(NNN) NNN-NNNN

Reply to me with the 9 digit number

Expert:  SkillJim replied 4 years ago.

Hello, thanks for contacting us today! My name is James.

Could you explain what device you want to connect to the Wifi on. Are you trying to connect on your computer, or is it a device such as a Kindle you are being asked for the password XXXXX - since you mentioned buying books :)

Expert:  SkillJim replied 4 years ago.
Whatever device you are trying to connect to, you need to enter your wireless key to connect to your Wifi.

This wireless key can be found on your BT Home Hub, on the back should be a label which lists the wireless network name (SSID) and the wireless key.

When prompted you must enter the entire wireless key which should be a series of numbers and letters.

This will then allow you to connect to the wifi.

Here are images for each of the 4 home hubs and where to find the label on them. I would assume you have the latest home hub which is BT home hub 4 and this is the first image listed below:


BT Home Hub 4

BT Home Hub 4 settings card

BT Home Hub 3

BT Home Hub 3 Underneath plastic tab which pulls out from the back of the hub


BT Home Hub 2.0

Label is found on the back, and looks like the following image

Wireless settings label


BT Home Hub 1.5 (including black versions)

Again the label for this hub is located on the back as shown below

serial number and key

I hope this information helps you to connect to your wifi :)

If you need anymore assistance please do not hesitate to ask either myself or Jeremy, and we'll be more than happy to help you further!

If you were happy with my service please could you take a second to rate this answer between a 3 and a 5. Before rating lower please reply so that I can give you further information to help you.

All the best,