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
- Check out Why can't I get connected? and try some of the basic troubleshooting steps there.
- 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, you’ll need to 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, try deleting the network from your phone, and then reconnect from scratch. To delete a known network, in Settings , select Network & wireless > Wi‑Fi > Manage > press and hold the network name > Delete. Deleting the network will delete the associated settings on your phone. After that, select the Wi‑Fi network in the list of networks, then try to connect again. If the network is protected with a password, you’ll need to enter it again.
- If there aren't any Wi‑Fi networks listed when you're somewhere that you expect one or more to appear, go to Settings > Network & wireless > Wi‑Fi, turn off Wi‑Fi networking, and then turn it back on.
- Try to connect to a different Wi‑Fi network if you can. This can help you narrow down the problem because you can determine if it’s a problem with the 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 you’re trying to connect to Wi‑Fi. They can operate on the same frequency, so there might be some interference. To turn off Bluetooth, go to Settings , then select Devices > Bluetooth > turn off Status.
- If you don’t see the network name at all, the router or access point might not be set to broadcast the network name. In this case, you’ll need to manually connect to the hidden network.
To connect to a hidden network
- Go to Settings > Network & wireless > Wi‑Fi.
- Select Manage > Add.
- Type the network name, and then select Add. (The network name is case sensitive.)
- Type the password, which is also case sensitive, and then select Done.
For problems connecting to Wi‑Fi at home
- Try to restart your modem and router. This helps create 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.
- Check to see if your Wi‑Fi network uses Media Access Control (MAC) address filtering. If it does, you’ll need to add the MAC address for your phone to the access list on your router before you can connect.
To find the MAC address for your phone
- On Start , swipe over to the All apps list, then select Settings > System > About.
- Select More info, and write down the address that appears next to MAC address.
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 little bit and try again if the place you’re at is busy. Some hotspots have a maximum number of devices that can be connected at one time.
Article ID: 14218 - Last Review: Aug 31, 2016 - Revision: 21