If the internet stops working on your Android smartphone, it's usually possible to sort the problem yourself using this handy little fix. Not all technology issues are complicated – and this can be one of the easiest ones to sort out.
Internet issues on Android can be broken down into two categories: 'Wi-Fi' and 'Mobile Internet'.
Wi-Fi is for users with home broadband when you're in or near your house. Mobile Internet is the internet connection your phone uses by default when there's no Wi-Fi to connect to!
Continue reading to see our tips for troubleshooting your Wi-Fi – and you can click here to travel further down the page for troubleshooting your Mobile Internet.
Fixing your Wi-Fi connection
Agent tip
Your Wi-Fi password and network name can usually be found written on a sticker under your router, or on a card which came with your router. Always make a record if you change your Wi-Fi password!
Sometimes your Wi-Fi connection can get confused – whether it's from switching from one Wi-Fi network to another, your router crashing or your wireless password changing. Follow these steps below to troubleshoot your Wi-Fi and get back online!
- From your apps list, find and tap on Settings.
- Tap on Wi-Fi and wait for the list of nearby networks to appear. If no networks appear, tap the switch in the top corner of the Wi-Fi screen to turn your Wi-Fi on.
- Once the list of networks appear, you should see your own network somewhere near the top. If it doesn't appear, but others do, this indicates the problem is with your router. Find your router, remove the power cable for 30 seconds, then insert the power cable and wait for the router to turn back on and the lights on the front to stabilise.
- If you can see your network's name in the list, check to see whether it has the word 'connected' underneath. If so, try your internet out – it should be working. If you get a different message to 'connected', we need to make your phone forget this network so we can connect to it again.
- Press and hold your finger down on your network's name – this is usually the name of your router, and is written on a sticker or card that came with your router. After holding your finger down for a couple of seconds, a message box will appear, asking if you'd like to forget this network. Choose to forget it, then tap on the network name again to enter your password. This is also found on a card or sticker that came with your router, unless it's been changed since it was installed!
- Once you've entered the correct password, the connection will be set up and your internet will work.
Fixing your mobile internet connection
Agent tip
Settings menus can vary depending on the make of your phone. If your Settings menu looks different to our one, don't worry! Your settings should all be in the same place, but they might have slightly different names.
Sometimes you're stuck away from the comfort of your Wi-Fi network only to find that your mobile internet has stopped working. Don't worry – this can happen from time to time.
Follow these steps below to troubleshoot your mobile data and fix the problem as soon as it occurs.
- Open your Apps list and tap on Settings.
- Turn off your Wi-Fi temporarily, while we get set up. Tap on Wi-Fi, then tap the switch in the top-right corner of the screen to turn Wi-Fi off.
- Press the back button to go to the previous Settings screen, then tap on Data usage or Mobile Data.
- Make sure Mobile data is turned on in this next page. Tap the switch in the top-right corner to flick between on or off – when it's lit in a colour, it's turned on.
- If you still don't have an internet connection, tap the menu button in the top right corner of the screen – this looks like three dots.
- Tap on Mobile networks to view your mobile data settings.
![android internet 5]()
On the next page, choose Access Point Names (APNs).- Your network's access point name should be on this next page, but sometimes this information can become outdated or incorrect. Tap the menu button (three dots) in the top-right corner and then tap reset to default. After a few seconds, your APN will reset to the network's default settings and your internet should be back up and running!
- If you've reset your APN to default and still have no network name or internet connection, you will have to enter your APN details manually. Tap on the + (plus) sign in the top-right corner to add a new APN.
- You can call your network to ask for your APN settings, and you can also check our list of APNs here to find what information to type in, and where. Make sure to save your APN after filling in the information, then check your internet to see if it works.
On the next page, choose Access Point Names (APNs).If you're still struggling to get connected, give us a call on 0800 049 6190 and we can troubleshoot your technology problem over the phone.
Alternatively, visit an Agent for hands-on device help - we are stationed in over 100 selected stores across the UK and you can find your nearest Geek Squad Agent using our store locator tool.