Customer supportWhat does support need to know?
So that we can help you as quickly as possible, support needs some basic information.
Please tell us which router or device you are using, which SIM card or data package you have, which country you are in and what happens when you try to connect.
It also helps if you tell us whether data roaming is switched on, whether the router shows 4G or 5G and whether you get an error code or a specific message.
For roaming problems we may also ask you to test the SIM card in a phone with Wi-Fi switched off and mobile data and roaming switched on. That makes it easier to tell whether the problem is the SIM card, the mobile network or the router.
The more information you send us from the start, the faster we can help you.
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.
If it still does not work
Check the status of the service and then test one thing at a time. When you contact Wifi.se support, please tell us which router you are using, which SIM/eSIM it concerns, which country you are in and what you have already tested. That way we can start directly with the right troubleshooting step.
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