Article ID : SX043404 / Last Modified : 15/02/2024Print

I can't connect to the Internet using a Wi-Fi connection

    Try these methods one after the other. Verify whether the problem was solved after each method, before trying the next one.

    • Make sure your Wi-Fi router is on and that you are within range of it. Check the Wi-Fi signal strength  in the status bar of your Xperia device. If the signal is low, or if there is no signal, move closer to the router. If you're in a public place, move closer to the Wi-Fi hotspot, that is, the device that provides the Wi-Fi network.
    • Make sure Wi-Fi is on in your Xperia device and that you can see your Wi-Fi network in Settings. If Connected appears under the network name, you're connected. If not, tap the network name to connect. For secured networks, enter the relevant password. Contact your Internet service provider or your organisation's Wi-Fi network administrator if you don't have a password.
    • If you are in a location with several Wi-Fi hotspots, make sure you have selected the correct hotspot.
    • Some Wi-Fi networks require that you sign in to a web page before you can access the network. Open the web browser in your device to sign in. Contact the Wi-Fi network administrator for more information.
    • Don’t cover the Wi-Fi antenna area of your device.
    • Restart your device. Turn off Wi-Fi and then turn it on again.
    • Android versions 4.3–5.1: Turn off Wi-Fi. Disable Scanning always available in Wi-Fi settings. Turn on Wi-Fi again. 
    • Restart the router. Check that your router is Wi-Fi certified. Your device is Wi-Fi certified, so if the router isn’t, the devices may not communicate properly.
    • Make sure that both the Xperia device and the router are using the latest software versions.
      • If you are not sure how to update the router software, check the router user guide or contact the router manufacturer.
    • Check the router settings using your computer. If you are not sure how to change the settings, check the router user guide contact the router manufacturer.
      • Network mode/speed: Change to auto or mixed mode instead of b, g or n.
      • SSID and password: Make sure there are no special characters or characters which are not in the standard ASCII character set.
      • DHCP: Make sure it’s turned on in the router. You could also try setting a static IP address in your Xperia device, if you have problems accessing the Internet using your ‎Wi-Fi‎ connection. Contact your Internet service provider for information about the IP address settings.
      • MAC filter: Make sure it’s turned off. Also set your device as allowed by adding your device's MAC address to the MAC filtering table of the Wi-Fi router. Some routers require your MAC address. For instructions on how to add the MAC address to the MAC filtering table of the router, check the user guide for the router or contact your router manufacturer.
      • Channel: Try using another channel, preferably 11 or lower. Check that your access point/router is not set to use channel 12 or 13. These channels are not supported in all markets.
      • Change the ‎Wi-Fi network security of your router to a different security encryption. For instructions on how to change the network security, check the router user guide or contact your router manufacturer.
    • On your Xperia device, set the Wi-Fi sleep policy Keep Wi-Fi on during sleep to Always. The device now stays connected to the current Wi-Fi network even in standby.
    • Often Bluetooth® and Wi-Fi use the same frequency band, 2.4GHz. If available, set your device to use the Wi-Fi connection of the 5GHz frequency band. Alternatively, turn off Bluetooth®, if you don't need it.
    • When you use Wi-Fi connections in local networks where there are many other devices using the same router or more routers, the Wi-Fi performance may be affected. So, note that the Wi-Fi performance may become worse also when devices that use the same Wi-Fi frequency band are connected to different Wi-Fi networks and routers in the same area. If available, set your device to use the Wi-Fi connection of the 5GHz frequency band.
    • Make sure that potentially interfering devices or appliances are not placed close to the ‎Wi-Fi‎ router. Cordless phones, microwave ovens, baby monitors, wireless speakers, monitors and video transmitters that operate in the 2.4 GHz or 5 GHz bandwidth may interfere with a ‎Wi-Fi‎ network. If the problem persists, try changing the router frequency band settings to 5 GHz or 2.4 GHz. For instructions on how to change router channel settings, check the user guide of the router or contact your router manufacturer.
    • Perform a factory data reset. This is sometimes the best solution if your Xperia device stops functioning properly, but note that it will delete all personal content saved on the internal memory of your device. Make sure to back up data that you want to keep.

    Disabling the Scanning always available setting

    Android 4.3, 4.4, 5.0 or 5.1

    To disable the Scanning always available setting

    1. From your Home screen, tap the Application screen icon.
    2. Find and tap Settings  Wi-Fi.
    3. Tap the menu button (three vertical dots).
    4. Tap Advanced.
    5. Disable Scanning always available.

    Verifying if the router is Wi-Fi certified

    To check whether your router is Wi-Fi certified

    • Look for the “Wi-Fi CERTIFIED” logo or phrase on the product packaging or in the product literature, or search the Wi-Fi CERTIFIED products database on the Wi-Fi Alliance website at www.wi-fi.org.

    Finding the MAC address

    Android 11 or 12 or 13 or 14

    To check the MAC address of your device

    1.  Find and tap Settings → About phone
    2. Scroll down to see the Device Wi-Fi MAC address

    Android 8.x, 9,10

    To check the MAC address of your device

    1. Find and tap Settings  Network & Internet  Wi-Fi  Wi-Fi preferences  Advanced.
    2. Scroll down to see the MAC address.

    Android 7.0 or 7.1

    To check the MAC address of your device

    1. Find and tap Settings  Wi-Fi.
    2. Tap the settings button (cogwheel).
    3. Scroll down to see the Wi-Fi MAC address.

    Android 6.0 or earlier

    To check the MAC address of your device

    1. Find and tap Settings → Wi-Fi.
    2. Tap the menu button (three vertical dots)  Settings.
    3. Scroll down to see the Wi-Fi MAC address.

    Setting up a static IP address

    Android 9, 10 or 11 or 12 or 13 or 14

    To manually set up the IP address of your device

    1. Find and tap Settings  Network & Internet  Wi-F / Internet.
    2. Tap the Wi-Fi network that you are currently connected to.
    3. Tap the pen icon.
    4. Tap Advanced options. If you can't see the option, close the keyboard.
    5. Under IP Settings, tap DHCP.
    6. Tap Static and then enter the desired settings.
    7. When you're done, tap SAVE.

    Android 8.0

    To manually set up the IP address of your device

    1. Find and tap Settings  Network & Internet  Wi-Fi.
    2. Touch and hold the Wi-Fi network that you are currently connected to, then tap Modify network.
    3. Tap Advanced options. If you can't see the option, close the keyboard.
    4. Under IP Settings, tap DHCP.
    5. Tap Static and then enter the desired settings.
    6. When you're done, tap SAVE.

    Android 5.0, 6.0, 7.0 or 7.1

    To manually set up the IP address of your device

    1. From your Home screen, tap the Application screen icon.
    2. Find and tap Settings  Wi-Fi.
    3. Touch and hold the Wi-Fi network that you are currently connected to, then tap Modify network.
    4. Tap Advanced options. If you can't see the option, close the keyboard.
    5. Under IP Settings, tap DHCP.
    6. Tap Static and then enter the desired settings.
    7. When you're done, tap SAVE.

    Android 4.1, 4.2, 4.3 or 4.4

    To manually set up the IP address of your device

    1. From your Home screen, tap the Application screen icon.
    2. Find and tap Settings  Wi-Fi.
    3. Touch and hold the Wi-Fi network that you are currently connected to, then tap Modify network.
    4. Mark the Show advanced options checkbox.
    5. Under IP Settings, tap DHCP.
    6. Tap Static and then enter the desired settings.
    7. When you're done, tap Save.

    Checking the Wi-Fi sleep policy

    Android 8.0

    To check the Wi-Fi sleep policy

    1. Find and tap Settings  Network & Internet  Wi-Fi  Wi-Fi preferences  Advanced  Keep Wi-Fi on during sleep.
    2. Select Always.The device now stays connected to the current Wi-Fi network even in standby.

    Android 7.0 or 7.1

    To check the Wi-Fi sleep policy

    1. From your Home screen, tap the Application screen icon.
    2. Find and tap Settings  Wi-Fi.
    3. Tap the the gear icon .
    4. Tap Keep Wi-Fi on during sleep and select Always. The device now stays connected to the current Wi-Fi network even in standby.

    Android 4.2, 4.3, 4.4, 5.0, 5.1 or 6.0

    To check the Wi-Fi sleep policy

    1. From your Home screen, tap the Application screen icon.
    2. Find and tap Settings  Wi-Fi.
    3. Tap the menu button (three vertical dots), then tap Settings or Advanced.
    4. Tap Keep Wi-Fi on during sleep and select Always. The device now stays connected to the current Wi-Fi network even in standby.

    Note: Please refer to the link for the trademark information.