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Wifi loss of service

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Glide

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.

Before you begin troubleshooting

  1. Check the Service Status
    Check the Service Status in the Glide app to see whether there are any known issues at your site.
  2. Make sure your device is linked to your account
    If your site uses an open Wi-Fi network without a network password, your device must be linked to your Glide account before it can access the internet.

On most phones, tablets and computers, you can link your device by connecting to the Glide network and signing in through the page that appears automatically. Devices without a web browser, such as games consoles, smart speakers and smart light bulbs, must be added to your account manually using the device’s MAC address.

Find out how to add a device to your Glide account.

If there are no known service issues and your device is correctly linked to your account, follow the troubleshooting steps below to help restore your connection.

Troubleshooting steps

▼ Select a troubleshooting heading below to expand and view the instructions.

 

 

Troubleshooter – Windows and Apple Mac

Your device’s built-in diagnostic tools can check for common Wi-Fi problems, including incorrect network settings and wireless adapter issues. They may fix the problem automatically or recommend further steps.

Windows

  • Open the Start menu and search for Get Help.
  • Open the Get Help app.
  • Search for Connect to network and internet.
  • Select Run network diagnostics.
  • Follow the instructions and apply any recommended fixes.

Apple Mac

  • Hold the Option key and select the Wi-Fi icon in the Control Centre or menu bar.
  • Select Open Wireless Diagnostics.
  • Follow the on-screen instructions.
  • When the check has finished, review and follow any recommendations.

Network reset – Windows, Apple Mac, Android and iPhone

A network reset can resolve connection problems caused by incorrect or corrupted network settings.

Before continuing: This may remove saved Wi-Fi networks, passwords, Bluetooth connections and VPN settings. Make sure you have any required details before resetting.

Windows 11

  • Select Start > Settings > Network & internet.
  • Select Advanced network settings > Network reset.
  • Select Reset now, then select Yes to confirm.
  • Wait for your computer to restart, then reconnect to the Wi-Fi network.

Windows 10

  • Select Start > Settings > Network & Internet.
  • Select Status > Network reset.
  • Select Reset now, then select Yes to confirm.
  • Wait for your computer to restart, then reconnect to the Wi-Fi network.

Apple Mac

Mac computers do not have a single network reset option. Instead, forget the Wi-Fi network and reconnect:

  • Open the Apple menu > System Settings > Wi-Fi.
  • Select Details next to the Wi-Fi network.
  • Select Forget This Network, then confirm.
  • Reconnect to the Wi-Fi network and enter the password if required.

Google Pixel and other Android devices

Menu names may vary depending on the device manufacturer and Android version.

  • Open Settings > System > Reset options.
  • Select Reset Bluetooth & Wi-Fi.
  • Select Reset settings and confirm if prompted.
  • Reconnect to the Wi-Fi network.

Some older devices may show Reset Wi-Fi, mobile & Bluetooth instead.

Samsung Galaxy

  • Open Settings > General management > Reset.
  • Select Reset Wi-Fi and Bluetooth settings.
  • Select Reset settings and confirm if prompted.
  • Reconnect to the Wi-Fi network.

Samsung separates this option from its mobile-network reset on newer devices.

iPhone and iPad

  • Open Settings > General.
  • Select Transfer or Reset iPhone or Transfer or Reset iPad.
  • Select Reset > Reset Network Settings.
  • Enter the device passcode if prompted, then confirm the reset.
  • Reconnect to the Wi-Fi network after the device restarts.

Confirm the random MAC address

At Glide sites, your device’s MAC address is used to link it to your account. If your device uses a private or random MAC address, the network may identify it as a different device.

Turn this setting off for the Glide Wi-Fi network only. You should leave it enabled on other networks for improved privacy.

After changing the setting, disconnect and reconnect to the Glide network. You may also need to link the device’s physical MAC address to your Glide account.

Windows

  • Open Settings > Network & internet > Wi-Fi.
  • Select Manage known networks.
  • Select the Glide Wi-Fi network.
  • Turn off Random hardware addresses.
  • Reconnect to the Glide network.

Windows provides separate random-address controls for all networks and individual saved networks. Changing only the Glide network preserves the feature elsewhere.

Apple Mac

  • Open the Apple menu > System Settings > Wi-Fi.
  • Select Details or More Info next to the Glide network.
  • Next to Private Wi-Fi Address, select Off.
  • Reconnect to the Glide network.

On older macOS versions, this may appear as a switch that needs to be turned off.

iPhone and iPad

  • Open Settings > Wi-Fi.
  • Select the information button (ⓘ) next to the Glide network.
  • Select Private Wi-Fi Address.
  • Select Off.

On older iOS or iPadOS versions, turn off the Private Wi-Fi Address switch instead.

Samsung Galaxy

  • Open Settings > Connections > Wi-Fi.
  • Select the settings icon next to the Glide network.
  • Select View more or Advanced if shown.
  • Select MAC address type.
  • Select Phone MAC or Use device MAC.
  • Reconnect to the Glide network.

The precise wording can vary between Galaxy models and One UI versions.

Google Pixel and many other Android devices

  • Open Settings > Network & internet > Internet.
  • Select the settings icon next to the Glide network.
  • Select Privacy.
  • Select Use device MAC.
  • Reconnect to the Glide network.

Wording can vary depending on the device and Android version.

Xiaomi, Redmi and POCO

  • Open Settings > Wi-Fi or WLAN.
  • Select the arrow or settings icon next to the Glide network.
  • Select Privacy.
  • Select Use device MAC.
  • Reconnect to the Glide network.

Other Android devices

  • Open the device’s Wi-Fi settings.
  • Select the settings or information icon next to the Glide network.
  • Look for Privacy, MAC address type or Randomised MAC.
  • Select Use device MAC, Device MAC or Phone MAC.
  • Reconnect to the Glide network.

Temporarily disconnect any active VPN

A VPN routes your internet traffic through another network and can sometimes interfere with your connection or prevent the Glide sign-in page from appearing.

Temporarily disconnect any active VPN, then test the connection again. You do not need to delete the VPN or remove its settings.

If the VPN is managed by your employer, university or another organisation and cannot be disconnected, contact their IT support team before making any changes.

Windows

  • Open Settings > Network & internet > VPN.
  • Select any VPN showing as connected.
  • Select Disconnect.
  • Check the system tray for VPN applications and temporarily disconnect or pause them.
  • Test the connection again.

Microsoft also allows Windows 11 users to switch configured VPNs off through the VPN option in Quick Settings.

Apple Mac

  • Open the Apple menu > System Settings > VPN.
  • Turn off any VPN showing as connected.
  • Check the menu bar for VPN applications and temporarily disconnect or pause them.
  • Test the connection again.

Do not select Remove Configuration—the VPN only needs to be temporarily disconnected.

iPhone and iPad

  • Open Settings.
  • If VPN appears on the main Settings screen, turn it off.
  • Alternatively, go to Settings > General > VPN & Device Management > VPN.
  • Turn off or disconnect the active VPN.
  • If the VPN is controlled through an app, open the app and select Disconnect, Pause or Off.
  • Test the connection again.

Do not delete configuration profiles, particularly those installed by an employer, university or other organisation.

Samsung Galaxy

  • Open Settings > Connections > More connection settings > VPN.
  • Select the active VPN and disconnect it.
  • If the VPN is controlled through an app, open the app and select Disconnect, Pause or Off.
  • Test the connection again.

Google Pixel and other Android devices

  • Open Settings > Network & internet > VPN.
  • Select the settings icon next to the active VPN.
  • Turn off or disconnect the VPN.
  • If Always-on VPN is enabled, temporarily turn it off.
  • If the VPN is controlled through an app, open the app and select Disconnect, Pause or Off.
  • Test the connection again.

Menu names can vary. If VPN is not shown, search for “VPN” within the device’s Settings app.

VPN applications

Some VPNs are controlled entirely through their own app and may not appear as a normal connection in the device settings. Common examples include:

  • NordVPN
  • ExpressVPN
  • Surfshark
  • Proton VPN
  • Cisco Secure Client
  • GlobalProtect

Open the VPN application and select Disconnect, Pause or Off, then test the Glide connection again. Do not uninstall the application.

Install the latest system and network updates

Software updates can include fixes for Wi-Fi connectivity, network adapters and device compatibility. Install any available updates, restart the device, then test the connection again.

If the device cannot access the internet, you may need to use another Wi-Fi network, a wired connection or mobile data to download the updates.

Windows 11

  • Open Settings > Windows Update.
  • Select Check for updates and install any available updates.
  • Go to Advanced options > Optional updates.
  • If Driver updates is shown, install any available network or wireless driver updates.
  • Restart your computer.

If no driver update is available through Windows Update:

  • Right-click Start and select Device Manager.
  • Expand Network adapters.
  • Locate the wireless adapter. Its name may include Wi-Fi, Wireless or 802.11.
  • Right-click the adapter and select Update driver.
  • Select Search automatically for drivers.
  • Restart your computer after installing an update.

Do not use third-party driver-update applications.

Windows 10

  • Open Settings > Update & Security > Windows Update.
  • Select Check for updates.
  • If View optional updates is shown, select it and check for driver updates.
  • Install any available network or wireless driver updates.
  • Restart your computer.

Microsoft ended standard Windows 10 support on 14 October 2025, so customers should upgrade to a supported version where possible.

Apple Mac

  • Open the Apple menu > System Settings.
  • Select General > Software Update.
  • Install any available updates.
  • Restart your Mac if prompted, then test the connection again.

Network and Wi-Fi updates for a Mac are included with macOS updates rather than installed separately.

iPhone and iPad

  • Open Settings > General > Software Update.
  • Select Download and Install if an update is available.
  • Follow the on-screen instructions.
  • Test the connection again after the device restarts.

Google Pixel and other Android devices

  • Open Settings > System > Software update.
  • Check for and install any available updates.
  • Restart the device if prompted, then test the connection again.

Menu names may vary depending on the device manufacturer and Android version.

Samsung Galaxy

  • Open Settings > Software update.
  • Select Download and install.
  • Install any available updates.
  • Restart the device if prompted, then test the connection again.

Chromebook

  • Select the time in the bottom-right corner.
  • Select Settings.
  • Select About ChromeOS.
  • Select Check for updates.
  • Install any available updates and restart the Chromebook.

 

Contact the Service Desk

If the issue continues, we will need to speak with you. Call us on 0333 123 0115, or email us with details of the problem.

Please include answers to the following questions:

  • Is more than one device affected?
  • Does the Glide Wi-Fi disappear from the list of available networks?
  • Does the connection work outside your room?
  • Is the wired connection working?
  • Are some websites accessible but not others?
  • Do you see any warnings or error messages?

We’ll get in touch as soon as we can.

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