My first port of call in trying to connect to the internet was the BT helpline. The first thing that they did was to test my phone line, which I must say seemed strange, since I had already told them that my old Sony Vaio laptop and apple ipad were connecting in fine manner to the internet!
Having carried out tests on the line they declared that the fault had to be related to my apple Macbook air and therefore I should contact the apple helpline. The other option given that I had bought the Macbook from the John Lewis store was to contact their technical helpline and having failed to resolve the issue told me to take the macbook back to their Cardiff store. Surprise, surprise it worked fine on their network and therefore they concluded that the router in my home was to blame!
A charming lady based in sunny Greece with the apple helpline offered a glimmer of hope when she divulged the information that there were known dual issues with the apple macbook air and BT hub 4. Basically in a nutshell, the said router was confusing the macbook and the solution was to change the router settings on the macbook air.
However the BT helpline would not entertain this idea and I only found information on the correct procedure to follow in changing the settings on the BT forum, thanks to a member of the public. Eventually the John Lewis technical department did reveal this procedure when they knew I was aware of this issue, but told me it was not part of their official help strategy or any of the other helplines.
You could end up going around in circles but you need to be persistent in telling the technical support staff that they need to show you how to change the router settings on your macbook air so that you split your SSID. Basically this will mean that your macbook air is no longer confused when using the BT hub 4 to connect to the internet!
Best of luck and best wishes,
Aled
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