My Portal TV can't find or can't connect to Wi-Fi.

This article applies to Portal TV  

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To troubleshoot Wi-Fi issues using RouteThis Helps:

You can use RouteThis Helps, an app for your iOS and Android phone or tablet, to help diagnose your Wi-Fi issues.

  1. Download RouteThis Helps app on your iOS and Android phone or tablet.
  2. Open RouteThis Helps app and tap Begin.
  3. Enter the code FBRL.
  4. Stand within 6 feet of your Portal and tap Next, then tap Network Scan. The scan takes about 2 minutes. Keep the app open while the scan is running. When the scan completes you will see a screen displaying your Wi-Fi speed result.
  5. Tap Improve Device Performance and follow the instructions in the app.

If you still can’t connect to the Wi-Fi, please contact customer support at portal.facebook.com/help. In the top right corner of the RouteThis Helps app, find Your Key and include the code in your email, chat or call request.

If your Portal TV can't find or connect to your Wi-Fi network, try the following:

  • Make sure your Wi-Fi router (internet connection device) is on and connected to the internet.
  • Make sure your Portal TV is in range of your Wi-Fi router.
  • Unplug your Portal TV, modem (internet connection device) and router. Plug them back in and try again.
  • Manually enter your Wi-Fi network.

If you have completed the steps above and your Portal continues experiencing problems finding or connecting to your Wi-Fi network, please contact Portal Support at portal.facebook.com/help for assistance.


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Last updated September 24, 2021
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