Need some help?

Why can't I connect to the internet?

Please choose which you're trying to connect.

Mobile device  

If you can't get a data connection on your mobile, there are a few things you can try.

Check signal coverage

Check for any network coverage issues in your area by using the Network Status Checker which can also be found in the My Vodafone app. If you don't have coverage, try Vodafone Sure Signal

Switch on mobile data

If there aren't any issues in your area and your coverage is good, go to Settings and check that Mobile Data is switched on. For more help, see our mobile data device guide

Check your data allowance

If you're still having issues, check that you have enough data allowance. Go to Account Summary and See Plan Usage in the My Vodafone app or your My Vodafone account

Reset your phone

Try to set your network manually and reset your phone. For more help, find out how to select a network and how to reset your phone

Check your Access Point Name (APN)

If you're still unable to get a data connection, check that your Access Point Name (APN) settings are correct.

Text WEB to 40127 free from your Vodafone mobile, then save the settings. If you need help, see our APN device guide

Turn off any bars

If you're still having issues, check if there are any active bars on your number in the My Vodafone app or by logging into My Vodafone.

Find out more about how to remove a bar

Check your plan speed

If you're on an Unlimited or Unlimited Lite plan, remember you have a maximum download speed:

  • Unlimited Lite - 2 Mbps
  • Unlimited - 10 Mbps.

If you've tried all of these steps and still can't get a connection, please chat to us online.

Broadband  

If you're struggling to connect to the internet, you can diagnose the cause of your issue and learn how to fix it with our broadband support tool

Dongle or Mobile WiFi device  

The most common cause of a faulty Mobile WiFi device or data dongle is when your Access Point Name (APN) doesn't match with your SIM settings.

Your APN settings depend on whether you're a Pay monthly or Pay as you go customer:

Pay monthly

  • APN - wap.vodafone.co.uk
  • Username and password - wap

Pay as you go

  • APN - pp.vodafone.co.uk
  • Username and password - wap

Find out how to change the APN on your device in our device guides

If you've checked your APN settings and everything is correct, make sure you're in an area with good coverage.

If you're in an area with good 3G or 4G coverage but still can't get online, please chat to us online.

Instant answers from TOBi

Can’t find what you’re looking for? Ask me – TOBi. I’m Vodafone’s digital assistant, and I help hundreds of thousands of customers a month with their queries.

Find a store

Tell us where you are, and we’ll tell you where we are 

Go to store locator

Community

Got a question? Who better to ask than someone who’s already found the answer?

Ask our Community

Give us a call

Get help from an adviser over the phone

24/7 support in the
My Vodafone app

As well as getting instant help from TOBi, you can keep an eye on your usage, pay bills, get rewards and more.