How JustAnswer Works:
  • Ask an Expert
    Experts are full of valuable knowledge and are ready to help with any question. Credentials confirmed by a Fortune 500 verification firm.
  • Get a Professional Answer
    Via email, text message, or notification as you wait on our site. Ask follow up questions if you need to.
  • 100% Satisfaction Guarantee
    Rate the answer you receive.
Ask Viet - Network Tech Your Own Question
Viet - Network Tech
Viet - Network Tech, Computer Support Specialist
Category: Networking
Satisfied Customers: 39860
Experience:  Great troubleshooting skills with computer and network.
Type Your Networking Question Here...
Viet - Network Tech is online now

Have recently had BT Home Hub upgraded to BT Infinity 5 and

This answer was rated:

Have recently had BT Home Hub upgraded to BT Infinity 5 and am now unable to get Kindle to connect. Can anyone offer any advice. I have already tried a Kindle reset, but still no good. Thanks in advance. Andrew

Hello Andrew! Thank you for your question. I am a licensed network /wifi/wireless professional with over ten years of experience, and I will be assisting you today.

I'm sorry about the issue. Is there any error or message when connecting the kindle to the new wifi/wireless network name?

How did you reset the kindle?

Please reply at the box below. Thank you,

Customer: replied 3 years ago.

The message is:

Unable to connect to wi-fi network.

Your Kindle is unable to connect to the wi-fi network "<network name>". Do you wish to enter the password XXXXX or set up this network manually.

Have tried both, but get the same result.


Have reset the Kindle by pressing the ON button for 20 seconds

We have to adjust the compatibility settings on the new bt modem/router. Can we do a remote session, so we can chat, and I will be able to help you directly?

Thank you
Customer: replied 3 years ago.

If you advise how, yes please

Please click on the website below, then click on Join session, then allow the Elsinore / ScreenConnect remote program to run:

Note: If it does not connect within 5 minutes, then please reply at the box below and let me know. Thank you
Customer: replied 3 years ago.


I have resolved the issue via remote support. If you need anything else later, please let me know any time. Please rate my service below. Thank you very much.

Viet - Network Tech and 3 other Networking Specialists are ready to help you