Unable to access the Internet after connecting my phone to a Wi-Fi network

Applicable products: Tablet,Smartphone
Applicable products:
Unable to access the Internet after connecting my phone to a Wi-Fi network


  1. The user's phone has been connected to a Wi-Fi network and the Wi-Fi signal is strong, but some apps are unable to access the Internet.
  2. The user's phone has been connected to a Wi-Fi network and the Wi-Fi signal is strong, but none of the apps is able to access the Internet.
  3. The user's phone can't access the Internet when connected to a public Wi-Fi network.
  4. The user can log in to an app, but can't open web pages.


  1. Some apps are not allowed by your phone to access the Internet over Wi-Fi. In this case, open Settings, search for and access Mobile data, and touch Network access. On the Installed apps and System apps tabs, the check boxes corresponding to Wi-Fi must be selected for the related apps to access the Internet.

  1. It is recommended that you connect your phone to a working Wi-Fi hotspot of another router or a personal hotspot of a phone for a test:

    If your phone still cannot access the Internet:

    Open Settings and search for and access Reset network settings to reset the network settings of your phone. Note: This will delete all your Wi-Fi and Bluetooth connection records.

    If the issue persists, back up your data and take your device and proof of purchase to an authorized Huawei Customer Service Center for assistance.

    If your phone can properly access the Internet:

    This indicates that the issue does not lie with your phone. Perform the following to troubleshoot:

    • Check whether the router has been connected to the Internet.
    • If multiple cascaded routers are in use, connect your phone to the primary router and check whether it can access the Internet. If so, the routers may have not been properly cascaded.
    • Restore the router to its factory settings and try again. To do so, press and hold the reset button on the router until the indicator light turns on again. For details about the button for factory reset, refer to the user manual of the router. Then access the router management screen and set the broadband connection network again based on the user manual.
    • Contact the customer service of the network provider to check whether the local broadband network is faulty.

  1. Generally, you need to open a browser and enter authentication information on an authentication page to use a public Wi-Fi network. If the authentication page does not display, refer to The authentication page does not display when I connect to a public Wi-Fi network. If you still cannot access the Internet after the authentication is successful, refer to Unable to access the Internet after connecting to an authenticated public network.

  2. Restart the router, reconnect to it, and try again. If the issue persists, the DNS configurations are possibly incorrect. Reconfigure the DNS server address of your router to resolve the issue. (You need to consult your network carrier to obtain the DNS server address.) For most routers, go to Router management > DHCP service > Preferred DNS server/Spare DNS server to configure the DNS server address. The path may vary between router models. Please refer to the router's user manual or contact the router manufacturer.

Helpful or not?
Thanks for your feedback.