My device isn't connecting to the Wi-Fi. What can I do?

There’s nothing more frustrating that not being able to get online and seeing the dreaded ‘wheel of doom’ spinning round on your screen! Here are a few top tips to try and restore your confidence – and avoid you wanting to throw your router out of the window.


Check your credentials

  • It’s extremely easy to mistype a password.
  • Remember some letters are case sensitive.
  • Check ‘Caps Lock’ isn’t on.
  • If your device is enabled with WPS, try this to connect without the need for a password (press the WPS button on the back of the router and then on the device and they'll look for each other).
  • Forget the network on your device and reconnect.


Make sure you’re within range

  • Wi-Fi coverage may vary for a lot of different reasons – from how strong a signal the router is emitting, to the thickness of your home’s walls.
  • Move closer to the router and make sure its antennae are up and unobstructed.


Check your router is online

  • Check the power light is on.
  • Turn it off, leave for a couple of minutes and turn back on.


Reboot your device

  • Turn it off or choose ‘restart’.
  • Give it a minute to complete the operation.
  • Try connecting to the Wi-Fi again.


Check again using an ethernet connection. It could be interference in the wi-fi signal which an ethernet cable wouldn't suffer from.


If none of the above resolve the issue, contact our dedicated customer service team on Tel: 0330 088 8383 or Email:


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