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

This article applies to Portal

See Portal TV article  

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 PRTL.
  4. Stand within 6 feet of your Portal and tap Next, then tap Network Scan. The scan takes about 2 minutes. Do not close the app or check notifications while the scan is running. When the scan completes you will see a screen displaying your Wi-Fi speed result. Tap Improve Portal Performance.
  5. Tap Potential Issues and follow the instructions.

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

  • Make sure your Wi-Fi router is on and connected to the internet.
  • Make sure your Portal is in range of your Wi-Fi router. Move your Portal closer to your Wi-Fi router if necessary.
  • Unplug your Portal, modem and router, plug them back in and try again.

To enter your Wi-Fi network manually:

  1. From Home, tap Settings.
  2. Tap Wi-Fi.
  3. Tap Other Network... and enter your Wi-Fi network name.
  4. Select your Wi-Fi network's security method from the dropdown, enter your Wi-Fi password and tap Join.
  5. If your Wi-Fi signal strength is weak, try the following: Move your Portal closer to your Wi-Fi router and check the signal strength again. Unplug your Portal, modem and router, plug them back in and check the signal strength again. Change your Wi-Fi network and check the signal strength again.

If your Wi-Fi signal strength is weak, try the following:

Note: You will not be able to connect your Portal to captive portals. A captive portal is a web page that prompts you to interact with it before connecting you to the internet. These are commonly used by public Wi-Fi networks in businesses, airports, hotels, and other venues that offer free Wi-Fi hotspots. This type of network will not work to setup your Portal, but may work after your initial setup.

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Last updated October 2, 2020
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