Authentication error

[Echo27]

When connecting to Wifi on my phone, there is no prompt to enter a password for the selected router. Instead an authentication error message appears. A few notes. 1. The phone (GS8) was connected to Valerie with the original password. 2. After changing the password is when the error started occurring. 3. Valerie shows that the phone is connected with no signal, however, there is no option to remove the phone

[VirginPlusKris · Accepted solution]

Hi there, @Echo27. Welcome to the Virgin Plus Community, and thanks for your post.

We wanted to check in and see if you were still having issues with connecting your Galaxy S8 to your Valerie modem. If so, could you share some additional details for the Community to be better able to assist and understand the issue at hand?

• Do you have any other devices at home that are experiencing difficulties connecting to Valerie?
• Is your S8 able to connect to other wi-fi networks without issue?
• Have you attempted a factory reset of Valerie, then connecting again? If you're unsure as to how, check out this solution from @RedRose for instructions.
• Have you removed the network from your phone's saved networks and tried connecting manually?
• Have there been any changes beyond the password that could've brought this on? A new modem, service changes, an update to your phone's OS, etc.
• Have you given our Virtual Repair Tool a try and/or contacted our Tech Support team for further investigation and open a ticket if need be?

Let us know if you were still in need of assistance, or if you found a solution please share with the Community for future users. 🙂