I Can't Connect a Device to WiFi

If you're unable to connect a phone, tablet, computer or another device to your WiFi, try the steps below before contacting our Customer Service Team.

Step 1: Make Sure WiFi Is Turned On

Check that WiFi is enabled on your device and that Airplane Mode is turned off.

If you're unsure how to do this, refer to your device manufacturer's instructions.

Step 2: Check You're Connecting to the Correct WiFi Network

Make sure you've selected your Fusion Fibre WiFi network and entered the correct WiFi password.

Your WiFi network name (SSID) and password can usually be found on the label on your router unless you've changed them.

Step 3: Restart Your Device

Restart the device you're trying to connect.

This can often resolve temporary connection issues.

Step 4: Restart Your Router

1. Switch your router off.
2. Wait 30 seconds.
3. Switch it back on.
4. Allow up to 5 minutes for it to reconnect.

Once your router has restarted, try connecting your device again.

Step 5: Check Whether Other Devices Can Connect

Try connecting another device to your WiFi.

• Other devices can connect? This usually means the issue is with the device you're trying to connect, rather than your broadband or WiFi network.
• No devices can connect? There may be a problem with your WiFi or broadband connection.

If no devices can connect, see our My Internet Isn't Working guide.

Step 6: Forget and Reconnect to Your WiFi Network

If your device has connected before but no longer will, try removing the saved WiFi network and connecting again using your WiFi password.

Still Need Help?

If you're still unable to connect your device after following these steps, please contact our Customer Service Team.

When you contact us, it helps if you can tell us:

• What type of device you're trying to connect.
• Whether the device has connected before.
• Whether other devices can connect to your WiFi.
• Any error message displayed on your device.