Hi there and welcome
Can you please remove the power to the Chromebook
Then hold the power button for 60 seconds then release.
Then connect the power, turn it on and tell me how it now functions please
ok, choose UK, then click on the wireless symbol and connect to your wireless network.
Let me know how you go please
ok, can you power off the wifi modem, wait 5 minutes, power off the Chrome book.
Then power on the modem, wait 5 minutes, power on the Chromebook and tell me if you can then connect please
What is the make and model of your wifi router?
On the back of it is a reset button, press and hold it for 10 seconds then release.
Wait 5 minutes, restart the chromebook and tell me if it now connects please
We will need to do a factory reset of the Chromebook. This will remove everything from it and return it to new, so any apps you installed ect you need to install again. This is not something we can avoid
To do the reset
Let me know the results please.
ok, and still the same error when connecting correct?
Is anything else connecting over wifi to the BT Hub?
ok, then the only cause left is a fault BT hub, if the Chromebook worked before it it's the only cause left.
You will need to call BT on 0800(###) ###-####and explain to them what we have done, and have them replace the hub.
Understood, but the Chromebook worked fine on the other router correct? And we reinstalled all the software
You only have the following options
Either get another device and see if that connects to the Hub, if not, then you know the hub is faulty and they will have to replace it.
If it does connect you know the chromebook is at fault and they would need to be replaced.
Or alternatively try to connect the chromebook to someone else's network and see if it does to prove which of the two.
But considering it only started with this new hub, it would be a huge coincidence for it to be the Chromebook.
Your welcome, if you would like any additional information or assistance, please do not hesitate to let me know.
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