RFC
All help topics

Internet is not working on one device

If other devices in the same place work, the result points to that one device, its settings or an app. Start by reconnecting to the network and updating.

RFC editorial team · updated

Start here

Open the same website on a second device in the same place.

Show the full check
Not sure / unable to check

Call or write to us — help does not depend on completing the checks.

Start by comparing

Quick check

Three simple steps in order. Their result helps you pick your situation below.

  1. Try the same website on a second device nearby. Make sure the phone uses Wi-Fi, not mobile data.

  2. On the affected device, open another website or app. Note the error message.

  3. Restart that device. Report work equipment to your company IT team.

One connection. Several comparisons.

Each comparison narrows the problem down. The location of a symptom does not establish responsibility for a fault.

  1. 1. Incoming connection

  2. 2. Router and power

  3. 3. Home networkLAN, powerline, mesh, Wi-Fi

  4. 4. Your devicePhone, computer, TV

  5. 5. Website or app

What a comparison result tells you, and what next

  • Several devices are offlineIncoming connection, router or power

    Report it to us. We will help check the connection and equipment.

    Contact support

  • Works on a cable, not over Wi-FiThe home Wi-Fi network

    Check where the Wi-Fi point stands and how it is connected.

    Guide: Wi-Fi coverage

  • Only one device is affectedThat device or its settings

    Compare other services and the settings of that device.

  • One website or app failsThat website or app

    Try it on a second device and compare it with other services. Check its provider’s outage notices or report it to us — we will check the connection.

    Contact support
Your situation

What does the result mean?

Choose the description that matches your situation.

  1. Only a laptop or phone has no access

    Check
    Other devices in the same place work normally.
    What it means
    Other devices work, so check this device and its Wi-Fi connection first.
    What to do
    Turn Wi-Fi off and on in the device, then restart it. A system update can help too.

  2. The device does not see the network

    Check
    Other devices see your Wi-Fi network, this one does not.
    What it means
    Older devices may not support the 5 GHz band or newer security.
    What to do
    Check in the manual which bands the device supports. If only 2.4 GHz, make sure the router also broadcasts on that band.

  3. It will not connect after a password change

    Check
    Other devices connect with the new password, this one does not.
    What it means
    The device remembers the old password.
    What to do
    Forget the saved network in Wi-Fi settings and reconnect with the new password. Do not send us the password.

  4. A camera, smart plug or robot vacuum will not connect

    Check
    Check in the device manual which band and pairing method it needs.
    What it means
    Many home devices work only on 2.4 GHz and need pairing through the manufacturer’s app.
    What to do
    Go through pairing step by step in the manufacturer’s app, close to the router. Do not turn off network security.

  5. Websites work, but printing or screen casting does not

    Check
    Check whether the phone and the printer (or TV) are on the same Wi-Fi network.
    What it means
    Devices on a guest network or on two different networks cannot see each other, even though the internet works.
    What to do
    Connect both devices to the same network — not the guest one. Then try printing or casting again.

  6. A website fails in one browser

    Check
    Open the same website in another browser on the same device.
    What it means
    It works in another browser — the problem is in the first browser’s settings or extensions.
    What to do
    Turn extensions off as a test or update the browser. Do not delete all saved data and passwords straight away.

  7. One app or service does not work

    Check
    Other apps and websites work, this one does not — also on another device.
    What it means
    The result points to that service. The test alone does not settle the cause.
    What to do
    Check the provider’s outage notices and update the app. If you like, report it to us as well — we will check the connection.

  8. A secure-connection warning

    Check
    Check that the date and time on the device are correct.
    What it means
    A wrong date can cause such warnings. If the date is right, the warning may concern the website itself.
    What to do
    Correct the date and time. If the warning stays, do not open the website and do not turn off protection.

Check again after a change

After a change, check the same website or app on the same device. If it works only on other equipment, that device’s problem still needs solving.

Unable to check? We can help.

If you do not know how to change the settings or do not know the network password, call us. For another company’s equipment or app, its manufacturer or provider can help too.

You do not need an account or complete results. Tell us what is happening and what you could not check.

Technical support

+48 52 55 11 444

Mon–Fri 9:00–19:00, Sat 9:00–17:00

All channels and offices
A reporting outline to copy

Select and copy the text into your message. Add what you know; “not checked” is a valid answer.

Since when / time: What fails / error: One or several devices: LAN / Wi-Fi / not checked: Where the cable goes: Equipment model (if known): Checks completed and results:

Never send Wi-Fi, router or account passwords.