In order to surf the web, send and receive email, and use most apps, the internet connection on your device needs to be active.

If none of these things are working, run through the troubleshooting guide below to fix the issue. If the internet is working for you but it’s running slow, check out our why is my internet slow sometimes for tips.

Try these things first

Restart your phone

Switch your device off and back on to refresh your network connection. This fixes a surprising number of problems.

Check for outages

Check the Network Status page to see if there are any known network issues that might be causing the problem.

Check coverage

Use the Coverage Checker to make sure you’re in a Vodafone coverage area. The Coverage Checker will also indicate if the signal there is strong enough for indoor and outdoor usage, or outdoor usage only.

If you’re in a covered area but have very low or no coverage bars, or your phone displays SOS, no service or emergency calls only, run through our troubleshooting guide for some additional tips.

Then try these things

Check mobile data is on

Make sure mobile data is enabled on your device. If you’re not sure where to look, you’ll find instructions for most devices in ourinteractive user guides.

Internet settings

Make sure you're using our Access Point Name (APN) settings for internet and MMS.

Note: If you use an Apple iPhone, you may not be able to check the APN settings. To make sure yours is using the right ones, select Settings > General > Reset > Reset Network Settings. Please note this will also delete saved passwords for your Wi-Fi.

Wi-Fi

Are you connected to a Wi-Fi network? If there’s a problem with the Wi-Fi network you’re using, this might be causing the issue. Try restarting the Wi-Fi router to see if this fixes it.

If you want to change back to using the data in your plan or recharge, switch Wi-Fi off.

Account status

If you’re using a phone on a monthly billed plan, do you get a message that your service has call restrictions when you try to make a call? If so, get in touch as you’ll need to remove the barring before you’re able to use data.

If you’re on prepaid, when you open a web browser and try to load a web page, do you get an ‘Insufficient Funds’ message? If so, you’ll need to recharge or add some more data before you’ll be able to access the web.

Regional coverage

Are you connected to regional coverage and using an Android or Windows Phone device? On some of these devices you’ll need toswitch on data roaming to use the internet in regional areas.

Try a different device

Try your SIM card in another device. If it works, this indicates there’s something wrong with yours. If it doesn’t, it’s likely to either be related to the network or your account.

Compare with other Vodafone users

Are other Vodafone users in your area having the same problem? If not, there may be a fault with your device.

International roaming

Are you overseas? You’ll need to make sure data roaming is switched on. Check out the international roaming troubleshooting guidefor some additional things to check.

Some other things you can try

Network selection

Check that your phone is set to automatically select a network.

Network mode

Try switching your phone’s network mode to 3G or 2G only to see if this lets you connect. If it doesn’t make any difference, remember to switch it back to auto mode when you’re done.

Software/device issues

Issues with your device’s software can affect its ability to connect to the web. If it’s running slowly or isn’t performing how you’d expect, here are some things to try:

  • Check it there’s a software update available for your device. Software updates often contain bug fixes for performance issues so installing the latest update may fix the problem
  • If no update is available, try backing it up and restoring it to factory settings. You’ll find instructions to restore factory settings on many device in our interactive user guides

Next steps

If you've checked everything above and are still having trouble with your service, get in touch. If you’re able to provide the following, it’ll help us investigate:

  • Your device model
  • The street address/es where the problem is happening
  • The time and date the issue first started (state if it’s AM/PM, and to the closest minute if you can)
  • Do you know of any other Vodafone users that are experiencing the same problem in your area?
  • Any other information that you think could be helpful