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If you're having trouble using your Wi-Fi we can help.


Read me first

Let's check your Wi-Fi network

  1. Make sure other devices can connect to and use the Wi-Fi network.
  2. Confirm the Wi-Fi password is correct. If you're unsure, check with the network owner.
  3. Some public networks have a login page that you need to pass before using the Wi-Fi. Check for alerts and open your browser to determine if it redirects you.
  4. Change the network security type to one the device supports.
  5. Check that the router has the most recent software and is connected to the internet.
  6. Run a speed test on the Wi-Fi network at If your speeds are lower than 0.25 Mbps, the problem is with the Internet connection.

REG09: Missing 911 address error

You must set up an e911 address to use Wi-Fi calling. Check out Change your billing and e911 address.

Tip: If you need help with any of these steps, visit our Device tutorials page, select your device, and use the search bar to locate the steps needed.


Device troubleshooting

Use these steps for issues calling or browsing when connected to Wi-Fi.

  1. Check the following:
    • You have restarted your device recently. Review why it's important to Restart your device regularly.
    • You are connected to Wi-Fi.
    • You are within 15 feet of the router.
    • You don't have a firewall turned on.
    • You're not near something that can cause Wi-Fi interference, such as 2.4Ghz baby monitors or cordless phones, and some Bluetooth-enabled devices.
  2. Turn off any battery-saving or power-saving features on the device.
  3. Uninstall downloaded apps that might manage or explore Wi-Fi networks.
  4. Update the device software to the latest version. You can do this over Wi-Fi. Visit the Devices page for current versions and steps.
  5. If you have access to the network equipment:
    • Turn off your router and modem.
    • Wait 30 seconds and turn on just the modem.
    • Once the modem shows that it has established an Internet connection, turn on the router and make sure it connects to the modem.
  6. Delete/forget the Wi-Fi profile from your device.
  7. Turn your device off for 30 seconds and then turn it back on.
  8. Re-connect to add the Wi-Fi network.
  9. Apple devices:
    • Reset network settings in Settings > General > Reset > Reset Network Settings.
    • Verify the "T-Mobile Carrier Settings" are up to date. Get Apple Support.

Still need help?

If you are still having this issue, the problem could be with the network or the device. Try contacting your Internet Service Provider, then contact us. It's best if you can call from a different phone than the one you are having issues with. You can also schedule a callback or message us during available hours. 

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