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Wifi loss of service

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We understand that a complete loss of Wi-Fi can be both frustrating and disruptive, especially when so much of daily life relies on being connected. This issue may arise from simple technical glitches or more complex network disruptions. Before starting any troubleshooting steps, we recommend checking the Service Status in the Glide app to see if there are any known issues in your area. If everything looks clear, please follow the troubleshooting steps below to help restore your connection.

Troubleshooting Steps (Press to expand)

 

Troubleshooter – Windows/Apple Mac

Troubleshooter can help with Wi-Fi problems by automatically diagnosing and fixing common connectivity issues. It checks for problems like incorrect network settings, driver conflicts, or hardware malfunctions and attempts to resolve them.

Windows:

  • Press Windows + I to open the Settings app.
  • Windows 10: Navigate to Update & Security > Troubleshoot > Additional troubleshooters.
  • Windows 11: Go to System > Troubleshoot > Other troubleshooters.
  • Under Network & Internet, click Run the troubleshooter.

Apple Mac:

  • Hold the Option key and click the Wi-Fi icon in the menu bar.
  • Select Open Wireless Diagnostics from the dropdown.
  • Follow the prompts to analyse your network and apply suggested solutions.
Network Reset – Windows/Apple Mac/Android/iPhone

If you're experiencing network issues, performing a network reset can help resolve common connectivity problems. Always ensure you have your Wi-Fi network passwords and VPN details before proceeding.

Windows:

  • Click Start and search for Network Reset.
  • Select it from the results.
  • Click Reset now and restart your computer.

Apple Mac:

  • Open System Settings > Network.
  • Remove the Wi-Fi network with –, then add it back with +.
  • Restart your Mac and reconnect.

Android:

  • Go to Settings > System (or General Management) 
  • Reset options, then tap Reset Network Settings.

iPhone:

  • Go to Settings > General > Reset, 
  • tap Reset Network Settings and confirm.
Confirm Random MAC Address & VPN Are Off

Windows:

  • Go to Settings > Network & Internet > Wi-Fi.
  • Click your Wi-Fi and toggle Random hardware addresses / Private Address off.
  • Go to Settings > Network & Internet > VPN and ensure it’s disconnected.

Apple Mac:

  • Apple menu > System Settings > Wi-Fi > Select network.
  • Disable Private Wi-Fi Address.

iOS:

  • Settings > Wi-Fi > Tap ⓘ next to network > Toggle Private Wi-Fi Address off.

Samsung Android:

  • Settings > Connections > Wi-Fi > Tap network > Select Use device MAC.
Disable VPN (If Active)

Windows:

  • Settings > Network > VPN – disconnect if connected.
  • Check system tray/menu bar for VPN apps and turn them off.
Confirm Device Has the Latest Network Drivers

Windows:

  • Right-click Start > Device Manager.
  • Expand Network adapters.
  • Right-click your device > Update driver > Search automatically.

Apple Mac:

  • Apple Menu > System Settings > General > Software Update.
  • Install any available updates.

 

Contact the Service Desk

If the issue persists, we’ll need to speak with you. Call us on 0333 123 0115, or email us with details. Please include answers to the following:

  • Is more than one device affected?
  • Does the Glide Wi-Fi disappear from available networks?
  • Does the connection work outside your room?
  • Is the wired connection working?
  • Are some sites accessible but not others?
  • Any warnings or error messages?
We’ll get in touch as soon as we can.
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