If you’re having problems getting connected to a Wi‑Fi network and can’t connect to the Internet, here are some things you can try to fix the problem on your Windows 10 Mobile phone.
First things to try
- See Why can't I get connected? and try some basic troubleshooting steps.
- Make sure your phone has the latest software updates. On Start , swipe over to the All apps list, then select Settings > Update & security > Phone update > Check for updates. If you don’t have a Wi‑Fi connection, make sure you have a cellular data connection to check for updates.
- If you can't connect to a network that you've connected to before, remove or "forget" the network from your phone, and then reconnect from scratch. To forget a known network, go to Settings , select Network & wireless > Wi‑Fi > Manage known networks, then select the network name and select Forget. This deletes the associated settings on your phone. Next, go back to the list of Wi-Fi networks, select the same network, then try to connect again. Type the password again if necessary.
- If there aren't any Wi‑Fi networks listed when you expect one or more to appear, go to Settings > Network & wireless > Wi‑Fi , turn off Wi‑Fi, and then turn it back on.
- Try to connect to a different Wi‑Fi network. This can help you determine if it’s a problem with a specific Wi‑Fi network or with Wi‑Fi in general.
- Insert a SIM card if you don’t have one in your phone. Some Wi‑Fi features that are specific to a country or region might not be available because your phone can’t get location info.
- Turn off Bluetooth while trying to connect to Wi‑Fi, which can operate on the same frequency, creating interference. To turn off Bluetooth, go to Settings , then select Devices > Bluetooth & other devices , and then turn off Bluetooth.
- If you don’t see the network name, the router or access point might not be set to broadcast the network name. In this case, you must manually connect to the hidden network.
To connect to a hidden network
- Go to Settings > Network & wireless > Wi‑Fi .
- Select Manage known networks > Add a new network.
- In the Network name box, type the name of the hidden network. (The network name is case sensitive.)
- For Security type, select the type of network security that the hidden network uses.
- In the Security key box, type the network security key (password). (The security key is case sensitive.)
- Select the Connect even if this network is not broadcasting check box, and then select Save.
- On the main Wi-Fi screen in Settings, select the hidden network you added > Connect > enter the security key > Next.
For problems connecting to Wi‑Fi at home
- Restart your modem and router. This creates a new connection to your Internet service provider (ISP). When you do this, everyone who's connected to your home Wi‑Fi network will be temporarily disconnected.
- If your Wi‑Fi network uses Media Access Control (MAC) address filtering, add the MAC address for your phone to the access list on your router before connecting.
To find the MAC address for your phone
- On Start , swipe over to the All apps list, then select Settings > Network & wireless > Wi-Fi .
- Select Hardware properties, and write down the address that appears next to Physical address (MAC).
This is the address you’ll need to add to the access list on your router.
To add your phone's MAC address to the access list on your router
- Open your web browser on your PC and type the IP address for your wireless router. (For example, 192.168.1.1 or 172.16.0.0—check the documentation for your router to find the default IP address.)
- Sign in with your user name and password, then look for a setting that says MAC Address Filter or something similar.
- Add the MAC address you wrote down for your phone to the access list on your router, and save your changes.
On your phone, try to connect to the Wi‑Fi network again.
For problems connecting to public Wi‑Fi networks
- Wait a bit and try again if the place you’re in is busy. Some hotspots limit the number of devices that can be connected at one time.
Article ID: 14218 - Last Review: 2 May 2017 - Revision: 31