Wi-Fi connected but no internet?
Work out whether the problem is your device, your home Wi-Fi or your broadband connection.
Restart means switching off and on. Do not press the recessed Reset button: a factory reset can erase your network settings.
Try these steps in order
After each step, check whether the problem is fixed. You can stop as soon as it works.
Compare two devices
Try opening a website on another phone or computer connected to the same Wi-Fi. If only one fails, restart that device and check it is on your home network. If both fail, check the router next.
Check power and connections
Make sure the router and any mesh boxes are powered. For full fibre, check the separate fibre connection box (ONT) too. Note any unusual lights and check their meaning in your provider’s guide.
Restart, then give it time
Follow your provider’s restart instructions for the router and other broadband equipment. Wait for the normal lights before testing again. If broadband supports an alarm or telecare service, contact your provider before disconnecting it.
Check for an outage
Use mobile data, if available, to open your provider’s official service-status page or app. A wider fault needs the provider to fix it. Report your fault even if no outage is listed.
If it is slow rather than completely offline
Test close to the router. Put the router in an open, central position, away from thick walls and large obstacles. Pause big downloads and compare with an Ethernet connection if your device supports it.
Still not working?
If devices work near the router but fail in another room, investigate Wi-Fi coverage. If every device fails, or a wired connection also fails, contact your broadband provider first.
Have your router model, light colours, outage times and the checks you tried ready. Your provider handles the broadband fault; local support may help with equipment or coverage inside your home.
Official instructions
Use the instructions for your exact model and software version. These links open in a new tab.
How we chose these topics
These are five common problem areas highlighted in Which?’s August/September 2026 tech support report (opens in a new tab). We reviewed evidence published during 1 April–30 September 2026. We could not verify a complete UK search-volume ranking for that period, so these pages are an editorial selection, not a measured top five. Troubleshooting steps were checked against the official sources above.