BT Mobile: Fix problems using BT Wi-fi

All BT Mobile plans come with unlimited access to BT Wi-fi. BT Wi-fi is the UK's largest Wi-Fi network with over 5 million hotspots.

You can download the BT Wi-fi app from www.btcom.ll-digital-sandbx1.bt.com/mymobile > and connect whenever you're in range of a hotspot. This means you can save your data when you’re on the go.

If you're having problems connecting, take a look at the following questions and answers or visit www.btwifi.com/help >

Why have I been disconnected?

You might have moved out of range of the hotspot, or the hotspot you were connected to may have been switched off temporarily. Usually your BT Mobile phone automatically switches to mobile data when either of these things happen.

Why can't I see a BT Wi-fi hotspot?

  • You haven't switched on wi-fi on your phone
  • The owner of the hotspot has opted out of BT Wi-fi
  • The owner of the hotspot might have switched their BT Hub off
  • You're out of range

Hotspots shown on the map are based on postcodes and not their precise location. Unless the hotspot has been turned off, there should be one in the surrounding area.

Why can't I connect?

First, make sure you've switched on wi-fi on your phone.

Get help with setting up your phone >

When you're in range of a hotspot, go to the wi-fi settings and connect to BT Wi-fi from the "Choose a Network" list.

Once you're connected, open the app and log in with your BT ID or @btinternet.com address and password (you'll only need to do this once). You'll know you're connected as you'll see the "Connected" screen. After the first time your device will automatically connect to BT Wi-fi so all you need to do is open up the app and it'll log you in.

If you're in range of a hotspot and your device is still struggling to connect, go to the "Edit log in details" section within "Help and settings". Re type your username and password to go through set-up again.

If you're still having trouble connecting, go to the "Help" menu and select "Leave Us Feedback". We'll then help you get connected.

I'm connected to wi-fi, but I can't get online?

If you're not using the BT Wi-fi app, you'll need to open your browser to use your BT ID to get online.

Why is it taking so long to connect?

If a few people are using the same hotspot, it may take a little longer to connect. This can also happen if you have a weak wi-fi signal. The wi-fi icon in the top left corner shows you the signal strength.

What connection do I need to find hotspots?

You'll need either a 3G, 4G or wi-fi connection to use the BT Wi-fi app to find hotspots on the map.

There's no log-out button so how do I disconnect?

There's no need to log out. When you move away from a hotspot, your BT Wi-fi session will automatically end.

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