---
title: Wi-Fi Not Connecting
category: Network
summary: A device can't join Wi-Fi, or joins but has no internet.
applies_to: Windows 10 / 11 (with notes for Linux)
related: 04-printer-offline, 12-ticket-notes-and-escalation
---

## Symptoms

- The Wi-Fi network is not listed, or "Can't connect to this network".
- Connected but the icon shows "No internet" or a globe/exclamation mark.
- Keeps disconnecting, or is very slow.
- Repeated password prompts.

## Before you start: find the scope

- Is it **one device** or **many**? Does a phone on the same Wi-Fi work? Many devices failing points to the router / access point or the internet service, not the PC.
- Is the user in a spot with poor signal?
- Did anything change: new password, a moved router, a Windows update?

## Steps

1. **Check the simple switches.** Airplane mode off, Wi-Fi turned on (keyboard function key or Settings > Network & internet), and try another network (e.g. a phone hotspot) to see whether the adapter works at all.
2. **Restart the computer.** If many devices are affected, restart the router/access point (only if it is yours to restart; in a workplace ask the network owner).
3. **Forget and rejoin the network:** Settings > Network & internet > Wi-Fi > Manage known networks > select the network > *Forget*, then connect again and re-enter the password carefully.
4. **Run through the ping ladder** in Command Prompt. Each step tests one more layer:
    ```
    ipconfig
    ping 127.0.0.1             (the PC's own network software)
    ping <default gateway>     (the router; the address is shown by ipconfig)
    ping 8.8.8.8               (the internet by IP address)
    ping example.com           (the internet by name = DNS)
    ```
    - Gateway fails: Wi-Fi/local network problem.
    - `8.8.8.8` works but the name fails: DNS problem. Try `ipconfig /flushdns`.
    - An IP address starting with `169.254.` means the PC didn't get an address from the router (DHCP). Try `ipconfig /release` then `ipconfig /renew`.
5. **Reset the network stack** (administrator Command Prompt), then restart:
    ```
    netsh winsock reset
    netsh int ip reset
    ipconfig /flushdns
    ```
6. **Check the adapter:** Device Manager > Network adapters. If the Wi-Fi adapter is missing or has a warning icon, try *Update driver* or *Roll back driver* (Properties > Driver). Windows can also run its network troubleshooter (Settings > System > Troubleshoot > Other troubleshooters in Windows 11; Update & Security > Troubleshoot in Windows 10).
7. **Last resort: Network reset** (Settings > Network & internet > Advanced network settings > Network reset). This removes **all** saved Wi-Fi networks and VPN adapters, so tell the user first.
8. **Common causes to rule out:** wrong password, wrong date and time on the device, a captive-portal login page (open a browser and visit `http://neverssl.com`), MAC-address filtering on the router, or the device being blocked after too many failed attempts.

**Linux quick checks:**
```
nmcli device status          # is the Wi-Fi device present and managed?
nmcli radio wifi on          # make sure Wi-Fi is enabled
nmcli device wifi list       # can it see networks?
rfkill list                  # is it blocked by software or hardware switch?
ip a                         # does wlan0 have an IP address?
```

## Escalate when

- Several users or devices lose Wi-Fi at the same time (network team).
- The Wi-Fi adapter has disappeared from Device Manager even after a restart and driver reinstall (possible hardware fault).
- You suspect a router/access point fault, a DHCP server problem or an authentication (802.1X / RADIUS) problem.
- The device keeps being refused by a secured corporate network.

## Ticket note template

```
Issue: Wi-Fi - cannot connect / no internet / drops
Scope: one device / several (who, where)
Network name: | Other devices OK? Y/N | Phone hotspot works? Y/N
ipconfig result (IP / gateway / DNS): 
Ping ladder: 127.0.0.1 [ok/fail] | gateway [ok/fail] | 8.8.8.8 [ok/fail] | name [ok/fail]
Actions: forgot network [Y/N] | release/renew [Y/N] | winsock/ip reset [Y/N] | driver [updated/rolled back/none]
Result: Fixed / Not fixed
Next step / escalated to: 
```