Wi-Fi not working
Guide reference: HG-0103
Quote this reference if you contact us about this guide.
Approx. 3 min read
Fix wireless connection problems. C
Don't worry if Wi-Fi fails but you need internet. Wi-Fi problems are often separate from your phone line on Phone1, though both use the same router on many packages.
Quick answer
Check the broadband light is green first, find the Wireless Key on the router label, reboot safely, and test with a cable to see if the whole internet is down.
More detail
Wi-Fi is wireless internet from the router. Your phone on Phone1 can still work if only Wi-Fi is broken.
Wi-Fi password is on the white label on the router and on the card in the box, labelled Wireless Key.
You cannot connect to Wi-Fi before go-live day. The router downloads wireless settings when service starts. Trying early may show incorrect password even with the right key from the label.
Wi-Fi may be disabled on voice-only packages that do not include internet. Some routers only enable Wi-Fi on higher-speed packages.
Many factors affect Wi-Fi at home. If Wi-Fi problems persist, test with a cable plugged into the router to see whether the whole internet is down.
Fix Wi-Fi
Check the broadband light is green before troubleshooting Wi-Fi.
Find the network name and Wireless Key on the router label or box card.
Reboot the router using the safe power cycle method in router reboot steps.
Stand in the same room as the router and retry connection.
Plug a laptop by cable to the router. If cable works, focus on Wi-Fi password and distance.
Forget the network on your device and reconnect using the Wireless Key exactly as printed.
If no internet by cable either, See Internet not working
Common mistakes
- Trying Wi-Fi before the broadband light has turned green.
- Trying to connect before go-live day when the password may not work yet.
- Using the wrong password after misreading the Wireless Key label.
- Expecting Wi-Fi on a voice-only line where it was never enabled.
Things to know
- Phone dial tone can work when Wi-Fi password forgotten.
- See Slow internet for speed issues.
- Guest Wi-Fi networks may be disabled separately.
Frequently asked questions
Where is Wi-Fi password?
On sticker on router base, unless you changed it.
Password wrong before go-live?
Normal. Wait until go-live day when wireless settings download to the router.
New phone to Wi-Fi?
Use same network name and password as other devices.
No Wi-Fi light?
Wi-Fi may be off in settings or broken; report if persists after reboot.
Still not working?
If the whole router is offline, not just Wi-Fi, report a fault online and describe the router lights.