Q: What is the difference between a restart and a factory reset?

A restart and a factory reset are two different things. Restart With a restart you switch the router off and start it again. Your settings are kept, for example: Wi-Fi name Wi-Fi password network settings other changes of your own A restart is therefore always a good first thing to try if the internet or Wi-Fi temporarily does not work. Factory reset A factory reset returns the router to its factory settings. This means that your own changes are removed, for example a changed: Wi-Fi name Wi-Fi password network settings other router settings After a factory reset you need to use the router's default settings again. What should I try first? Always start with an ordinary restart . If the problem persists and other troubleshooting does not help, you can try a factory reset . Read more: Support & help

Q: How do I know if my SIM card is active?

You can check the status of your SIM card on My Pages . There you can see whether the service is active and, for services where this information is shown, also the data package and its validity. Test the SIM card in a phone If you are unsure, you can also test the SIM card in a phone: Insert the SIM card in the phone. Switch on mobile data . If you are abroad, also switch on data roaming . Switch off Wi-Fi. Open a website and check whether the internet works. If you can browse over the mobile network, the SIM card is active and working. If the SIM card does not work First check on My Pages that the data package is active and that there is data left. If you have just bought or activated a data package, it may take a moment before the service starts working. If the problem remains, contact Wifi.se support and give the SIM card number and the data package concerned. Useful links → Log in to My Pages → See SIM cards for Sweden and Europe Read more: Support & help

Question 1

What is the difference between a restart and a factory reset?

Accepted Answer

A restart and a factory reset are two different things.

Restart

With a restart you switch the router off and start it again.

Your settings are kept, for example:

Wi-Fi name
Wi-Fi password
network settings
other changes of your own

A restart is therefore always a good first thing to try if the internet or Wi-Fi temporarily does not work.

Factory reset

A factory reset returns the router to its factory settings.

This means that your own changes are removed, for example a changed:

Wi-Fi name
Wi-Fi password
network settings
other router settings

After a factory reset you need to use the router's default settings again.

What should I try first?

Always start with an ordinary restart.

If the problem persists and other troubleshooting does not help, you can try a factory reset.

Read more: Support & help

Question 2

I have no internet. What should I do?

Accepted Answer

Start with the simplest checks: Is the router switched on, is the SIM card active and is there data left? If you are abroad, data roaming must be switched on. Restart the router and wait 2–3 minutes. If you are using a physical SIM card and still have no internet, test the SIM card in a phone with mobile data and roaming switched on and Wi-Fi switched off.

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.

Read more: Support & help

Question 3

I am connected to Wi-Fi but the internet does not work.

Accepted Answer

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.

Read more: Support & help

Question 4

How do I know if my SIM card is active?

Accepted Answer

You can check the status of your SIM card on My Pages.

There you can see whether the service is active and, for services where this information is shown, also the data package and its validity.

Test the SIM card in a phone

If you are unsure, you can also test the SIM card in a phone:

Insert the SIM card in the phone.
Switch on mobile data.
If you are abroad, also switch on data roaming.
Switch off Wi-Fi.
Open a website and check whether the internet works.

If you can browse over the mobile network, the SIM card is active and working.

If the SIM card does not work

First check on My Pages that the data package is active and that there is data left.

If you have just bought or activated a data package, it may take a moment before the service starts working. If the problem remains, contact Wifi.se support and give the SIM card number and the data package concerned.

Useful links

→ Log in to My Pages

→ See SIM cards for Sweden and Europe

Read more: Support & help

Question 5

My SIM card does not work in the router. What should I do?

Accepted Answer

Always test a physical SIM card in an ordinary phone. Switch on mobile data and data roaming and switch off the phone's Wi-Fi. If the internet works in the phone, the SIM card and the service are working and we look for the fault in the router. If it does not work in the phone either, we first check activation, data and subscription.

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.

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.

Useful links

→ See SIM cards for Sweden and Europe

Read more: Support & help

Question 6

The SIM card does not work in a phone either.

Accepted Answer

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.

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.

Useful links

→ See SIM cards for Sweden and Europe

Read more: Support & help

Question 7

The internet worked before but has now stopped working.

Accepted Answer

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.

When troubleshooting, it is best to change only one thing at a time. That makes it easier to see which step actually solves the problem.

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.

Read more: Support & help

Question 8

I am abroad and the internet does not work.

Accepted Answer

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.

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.

Read more: Support & help

Question 9

The internet worked in Sweden but stopped when I went abroad.

Accepted Answer

If the internet worked in Sweden but stopped working abroad, check that you are using a SIM card intended for roaming.

For use in Europe we recommend a Europe data roaming SIM.

The router must also support roaming

It is not always enough for the SIM card to have roaming. The router must also be set to allow roaming.

So check:

that you have a roaming SIM
that the data package is active
that roaming is switched on in the router
that the SIM card is inserted correctly in the router

If roaming is switched off in the router, it must be switched on in the settings before the SIM card can connect to a foreign mobile network.

If the SIM card still does not work

It is best to first test the SIM card in a phone:

Insert the SIM card in the phone.
Switch on mobile data and data roaming.
Switch off Wi-Fi.
Test whether you can browse.

If the SIM card works in the phone but not in the router, the router's roaming or network settings probably need to be adjusted.

Question 10

The router cannot find a mobile network.

Accepted Answer

If the router cannot find a mobile network, first check the SIM card and the signal where you are.

Check the following

whether the SIM card is active
that there is data left
whether the SIM card is inserted correctly in the router
whether roaming is switched on if you are abroad
that network selection in the router is set to Auto
that you are in a place with mobile coverage

Test the SIM card in a phone

If you are not sure whether the problem is the SIM card or the router, you can test the SIM card 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 or reset the router

Restart the router first.

If it still cannot find a mobile network, you can do a factory reset by holding down the RESET button for about 30 seconds.

Remember that a factory reset clears your own settings, for example the Wi-Fi name and password.

Read more: Support & help

Question 11

The internet is very slow.

Accepted Answer

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.

How to find the cause of a slow connection

Try a different location, preferably higher up and closer to a window.
Run several speed tests at different times of day.
Check whether the result changes between 4G and 5G or, when roaming, between different networks.
Test close to the router so that weak Wi-Fi is not confused with a weak mobile signal.

Test before you change settings

Place the router somewhere more open, preferably higher up and near a window.
Run several speed tests at different times of day.
Compare 4G/5G Auto with another network mode if your router supports it.
Check whether the problem affects all devices or only, for example, the TV.

If the problem mainly occurs in the evening, heavy load on the mobile network may play an important role.

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.

Read more: Support & help

Question 12

The internet connection keeps dropping.

Accepted Answer

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.

Test before you change settings

Place the router somewhere more open, preferably higher up and near a window.
Run several speed tests at different times of day.
Compare 4G/5G Auto with another network mode if your router supports it.
Check whether the problem affects all devices or only, for example, the TV.

If the problem mainly occurs in the evening, heavy load on the mobile network may play an important role.

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.

Read more: Support & help

Question 13

I only get 4G, not 5G.

Accepted Answer

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.

When troubleshooting, it is best to change only one thing at a time. That makes it easier to see which step actually solves the problem.

4G and 5G in practice

It is normal for a 5G router to use 4G, and it does not mean that it is faulty. The router chooses the network based on what is available and what gives a usable connection. In some places 4G is more stable, in others 5G can be much faster.

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.

Read more: Support & help

Question 14

The phone says &#8220;Connected, no internet&#8221;.

Accepted Answer

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.

Read more: Support & help

Question 15

Should I do a factory reset?

Accepted Answer

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.

Note: A factory reset clears your own settings. Start with a normal restart and basic troubleshooting, unless a Wifi.se guide says otherwise.

When troubleshooting, it is best to change only one thing at a time. That makes it easier to see which step actually solves the problem.

Restart or reset?

A normal restart switches the router off and on again without deleting your settings. A factory reset, on the other hand, returns the device to its default settings. So do not do a factory reset as a first step if a normal restart is enough.

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.

Read more: Support & help

Question 16

What does support need to know?

Accepted Answer

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.

Read more: Support & help