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Josh
Josh, Mac Support
Category: Mac
Satisfied Customers: 16026
Experience:  Expert for over 10 years
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Hi, my iphone and ipad have stopped working with my home wifi

Customer Question

Hi, my iphone and ipad have stopped working with my home wifi - I have reset the router and my laptop connects but not my iphone and ipad??
Submitted: 3 years ago.
Category: Mac
Expert:  Josh replied 3 years ago.
Hi! My name is XXXXX XXXXX I will be assisting you. Let's get started!

The same thing happens on both devices (little circle spinning)?
Customer: replied 3 years ago.

yes


 

Customer: replied 3 years ago.
Relist: Incomplete answer.
not satisfied!! would like refund please!
Expert:  Josh replied 3 years ago.
Lynda,

Please allow time for a response - The process is not instant.

Would you like to continue?
Customer: replied 3 years ago.

can I have a refund?

Customer: replied 3 years ago.
I was told I would get help in real time! Would like refund please not satisfied!!
Expert:  Josh replied 3 years ago.
Lynda,

This is real-time - If you would like to stop then you will continue to have your issue.
Customer: replied 3 years ago.

If you can give me an answer fine if not I would like a refund please!

Customer: replied 3 years ago.
This is taking far too long and again I would like a refund please!
Expert:  Josh replied 3 years ago.
Lynda,

I have been trying to help you but you have been insisting on a refund.

On the iPhone, please try these steps:

Click on SETTINGS then tap Wi-Fi

To the right of your wireless network, you will see an arrow. Click on the arrow and select FORGET THIS NETWORK.

After that is complete, please hold down the power button AND home button together for 20 seconds until the iPhone restarts. (buttons are shown below)

graphic

Now try connecting to your network again and see if it works.

Let me know so we can continue to your iPad if the iPhone is working now
Expert:  Josh replied 3 years ago.
Lynda,

Again, I need time to type a response for you; I am not a robot.
Customer: replied 3 years ago.

I dont get a refund then?

Expert:  Josh replied 3 years ago.
Did you try my steps to fix your iPhone?
Customer: replied 3 years ago.

Yes Josh and it hasnt worked

Expert:  Josh replied 3 years ago.
Same problem?
Customer: replied 3 years ago.

exactly the same

Expert:  Josh replied 3 years ago.
I just want to confirm that you marked the option FORGET THIS NETWORK and restarted the iPhone - Those steps are necessary. Those steps have resolved this issue 99% of the time.
Customer: replied 3 years ago.

yes I have done this and when the phone came on again I put in the wifi password XXXXX it wont connect

Expert:  Josh replied 3 years ago.
Do you ever receive an error message?
Customer: replied 3 years ago.

no

Expert:  Josh replied 3 years ago.
The only way to determine the issue would be to remotely connect to your computer and view the router settings that are causing the issue.

Are you open to that option or will that process take too long?
Customer: replied 3 years ago.

I have done all that already - I have wifi connection to my computer

Expert:  Josh replied 3 years ago.
I understand that you have a wireless connection but that doesn't mean the settings will work with your iPhone and iPad
Customer: replied 3 years ago.
What do I do then Josh?
Customer: replied 3 years ago.

refund please!!!!!!!!!!

Expert:  Josh replied 3 years ago.
I cannot perform a remote session until 4pm EST - Are you available then?

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