Need some help?

Why can't I connect to the internet - Dongles

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 -
  • Username and password - wap

Pay as you go

  • APN -
  • 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


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.