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Randy Computer Tech
Randy Computer Tech, Computer Support Specialist
Category: Computer
Satisfied Customers: 9483
Experience:  Computer specialist
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I have just bought a zenbook and have set it up but although

Resolved Question:

I have just bought a zenbook and have set it up but although it has wirelessly linked up with my broadband (BT Infinity) there is no internet. My PC is happily (wirelessly) linked with internet at the same time. What can I do?
Submitted: 6 months ago.
Category: Computer
Expert:  Randy Computer Tech replied 6 months ago.

Hi, I'm Randy. Welcome to JustAnswer. I'm reviewing your question now, and will post back with your reply ASAP.

Expert:  Randy Computer Tech replied 6 months ago.

Tap or click on the wifi symbol on the Zenbook screen, then let me know what is listed there beside your wifi network name(BT) please.

Customer: replied 6 months ago.
BTHub3-2F7Z
Limited
Expert:  Randy Computer Tech replied 6 months ago.

It is possible that you have entered the wireless security key incorrectly, the network name (SSID) and wireless key is on a label on the Hub. For example, the SSID is BTHomeHub-xxxx and the wireless key is abc123de45.

Expert:  Randy Computer Tech replied 6 months ago.

to forget a wireless network in Windows 10, you can use the Settings app. To begin, open Settings, Then, click or tap on Network & Internet.

Tap or click Network & Internet is Wi-Fi,

Next, in the Wi-Fi section from the right pane, click or tap on Manage Wi-Fi settings.

The Manage Wi-Fi Settings window contains two sections: Wi-Fi Sense and Manage known networks. Scroll until you get to the second one: Manage known networks.

Select the wireless network BTHUB. Windows 10 will display two options for it: Share and Forget. To delete the network's stored profile and forget all its connection details, click or tap Forget.

Once you do that, Windows 10 will immediately remove the wireless network from the list of known networks.

Then you can connect to it again and reenter the wireless password.

Customer: replied 6 months ago.
Done all that - still says No Internet, secured
Expert:  Randy Computer Tech replied 6 months ago.

okay, which BT hub do you have? 5,4,3,...

Customer: replied 6 months ago.
How do I tell?
Expert:  Randy Computer Tech replied 6 months ago.

Click on the blue link below, it has the images.

http://bt.custhelp.com/app/answers/detail/a_id/56400/~/help-for-bt-hubs

Customer: replied 6 months ago.
3
Expert:  Randy Computer Tech replied 6 months ago.

Okay. on the Hub 3 the network name (SSID) and wireless key is on a plastic tab that pulls out from the back of the Hub. The information may also displayed underneath the Hub.

What does the label have as the ssid and wireless key?

Customer: replied 6 months ago.
The ssid is as I said at 1913 in this conversation.I am confused as to the wireless key - I have been thinking that this is the password.
Customer: replied 6 months ago.
Should I be using the Admin Password ***** the other side of the tab?
Customer: replied 6 months ago.
I'm sure that I have always used the wireless key in the past
Expert:  Randy Computer Tech replied 6 months ago.

The wireless password ***** you need for wifi on the zenbook is listed as the wireless key on the label.

Expert:  Randy Computer Tech replied 6 months ago.

Are you on a computer now that is connected to the BT hub internet?

Customer: replied 6 months ago.
That is b62f5ed3bb
Customer: replied 6 months ago.
I am
Expert:  Randy Computer Tech replied 6 months ago.

okay, check the zenbook and make sure that the caps is not on.

Customer: replied 6 months ago.
caps is not on - if it was I would not be connected to the hub would I?
Expert:  Randy Computer Tech replied 6 months ago.

It should say connected/secured on the wifi connection.

I was just making sure the wireless key was entered correctly.

Try disconnecting the power to the hub for 1 minute, then reconnect the power, then wait 2-3 minutes, then try connecting again with the zenbook

Customer: replied 6 months ago.
The zenbook is connected to the hub but there is no internet access. I do have wireless internet access through the hub with the laptop that I am chatting with you on.
Expert:  Randy Computer Tech replied 6 months ago.

okay. Did you try the power reset on the hub?

Customer: replied 6 months ago.
Could you please confirm that you are still engaged as it has been 20 minutes since I last heard from you.
Expert:  Randy Computer Tech replied 6 months ago.

yes, Did you try the power reset on the hub?

Customer: replied 6 months ago.
I have other things that I need to do this evening and as I cannot be sure that you are still there as I have not heard anything for over half an hour I shall have to close this down now. Perhaps we can continue tomorrow evening.
Expert:  Randy Computer Tech replied 6 months ago.

that will be good, can you see my replies now.

Customer: replied 6 months ago.
Sorry - for some reason your responses were hidden from me.
Customer: replied 6 months ago.
I will reset the hub and see what happens.
Expert:  Randy Computer Tech replied 6 months ago.

okay, no problem. We can continue anytime.

Customer: replied 6 months ago.
OK - have switched the power to the hub off and waited 20 seconds before putting the power on. The zenbook tried to connect to the internet but could not. The situation is the same.
Expert:  Randy Computer Tech replied 6 months ago.

okay, let me check on some things to try and I will get back to you asap.

Customer: replied 6 months ago.
Thank you
Expert:  Randy Computer Tech replied 6 months ago.

Try this on the zenbook please>

  1. In the search box on the taskbar, type Device Manager, and then select Device Manager from the list of results.
  2. In Device Manager, select Network adapters > then click on the wireless network adapter name.
  3. Right-click (or press and hold) the wireless network adapter name, then choose uninstall, confirm and then reboot the computer. The network adapter will reinstall automatically with fresh new settings.
Randy Computer Tech, Computer Support Specialist
Category: Computer
Satisfied Customers: 9483
Experience: Computer specialist
Randy Computer Tech and other Computer Specialists are ready to help you
Customer: replied 6 months ago.
Thank you. It worked this time; last time I tried this it made no difference!

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