Customer supportI am connected to Wi-Fi but the internet does not work.
If your phone, computer or TV shows that it is connected to the router’s Wi-Fi but the internet still does not work, it usually means that the Wi-Fi connection to the router works, but the router itself has no connection to the internet.
Check this first
- whether the SIM card is active
- whether there is data left in the data package
- whether the SIM card is inserted correctly in the router
- whether roaming is switched on if you are abroad
- whether the router has contact with the mobile network
- which lights are on on the router
If the signal light is red, the router may have a problem with the SIM card or the connection to the mobile network.
Test the SIM card in a phone
If you are unsure, you can take out the SIM card and test it in a phone.
Switch on mobile data and data roaming, switch off Wi-Fi and check whether you can browse.
If the SIM card works in the phone but not in the router, the router’s settings or connection probably need to be checked.
Restart the router
First switch the router off completely and start it again.
If the problem persists, you can do a factory reset. On the Hybrid Traveller, hold down the RESET button for about 30 seconds.
Remember that a factory reset clears your own settings, for example a changed Wi-Fi name and password.
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