Customer supportThe phone says “Connected, no internet”.
Follow Wifi.se’s step-by-step guide and start with the simplest checks. Check the status of the service, the data and the correct settings before moving on to more advanced troubleshooting.
Check this first
- Check that the SIM/eSIM is active and that the data package still has data left.
- Restart the router or device and wait a few minutes for it to register on the network again.
- If you are abroad: check that data roaming is switched on.
- With a physical SIM card: if needed, test it in a phone with Wi-Fi off and mobile data on.
- If the SIM card works in the phone but not in the router, check the router settings, the SIM slot and, if needed, the APN.
Step by step
- Check that the SIM/eSIM is active and that the data package has not run out.
- If you are abroad: check that data roaming is switched on.
- Restart the router and wait a few minutes so that it can register on the mobile network.
- If possible, test a physical SIM card in a phone with Wi-Fi switched off.
- If the SIM card works in the phone but not in the router, continue with the router settings, the APN and the network selection.
Why this helps
When troubleshooting, it is important to first work out whether the problem lies with the SIM/eSIM, the mobile network, the router or the Wi-Fi connection itself. Change only one thing at a time and test again after each step. That makes it much easier to see which step actually solves the problem.
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