Connection problems: what to check
Troubleshoot by symptom: app links fail, subscriptions will not import, connections fail or websites load slowly.
Start by checking internet access with the encrypted connection switched off. Then identify whether the error happens during subscription import, when connecting, or when opening a website.
Internet does not work with the connection off
If the problem persists without Network, restore regular internet access first. Reinstalling the app will not repair that underlying connection.
- Disable the connection in the app and open two different websites.
- If neither loads, check Wi-Fi or mobile internet. A public Wi-Fi network may require signing in through an authorization page.
- If another network is available, switch to it and repeat the check.
The app will not open or the subscription will not import
- The account button does nothing: open the installed app manually, return to your account and repeat the import step. Check that the selected app matches the installed one.
- An embedded browser does not hand the link to the app: open your account in a regular browser on the same device.
- The subscription is missing: installing the app does not add access. Complete the account guide’s second step.
- “Connect device” is unavailable: check subscription validity and available device slots.
The connection fails or websites do not load
- Check the status page. If an incident is posted, follow its updates before changing device settings.
- Check that the exact subscription imported into your app is active in your account.
- Switch the connection off and back on. During testing, disable any other app that is simultaneously managing a network connection.
- Try two different websites. If only one fails, note its address: this differs from having no access at all.
- If possible, repeat the test on another network. Tell support whether the problem occurs on Wi-Fi, mobile internet or both.
Websites work but load slowly
Compare under the same conditions: one device, one network and one website. Test with the connection off and then on. Pause large downloads and updates while comparing.
“Up to 500 Mbps” does not mean a constant speed for every device and website. Results also depend on your internet connection, the route and the destination service.
| Test result | What it helps identify |
|---|---|
| Slow in both cases | The underlying network, device or website may be involved. |
| Slow only with the connection on | Send support your comparison results and the time of testing. |
| Only one website is slow | Provide its exact address and explain what is slow. |
| Works on another network | Describe the affected network and its operator, if known. |
What to send to support
Copy this checklist and fill in the details you know. It helps avoid several rounds of initial questions.
Leave the error visible in screenshots, but hide connection links, QR codes and sign-in details. Do not post them in public chats.
- Device and operating system version:
- App name and version:
- Symptom: cannot import / cannot connect / websites fail / low speed.
- Error message and time, including time zone:
- Does internet work with the connection off?
- Affected networks: Wi-Fi / mobile / both.
- All websites or a particular address?