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Wifi loss of service

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We understand that a complete loss of Wi-Fi can be both frustrating and disruptive, especially when so much of daily life relies on being connected.

Before you start troubleshooting

  1. Check the Service Status
    Check the Service Status in the Glide app to see whether there are any known issues at your site.
  2. Make sure your device is linked to your account
    If your site uses an open Wi-Fi network without a network password, your device must be linked to your Glide account before it can access the internet.

On most phones, tablets and computers, you can link your device by connecting to the Glide network and signing in through the page that appears automatically. Devices without a web browser, such as games consoles, smart speakers and smart light bulbs, must be added to your account manually using the device’s MAC address.

Find out how to add a device to your Glide account.

If there are no known service issues and your device is correctly linked to your account, follow the troubleshooting steps below to help restore your connection.

Troubleshooting steps

▼ Select a troubleshooting heading below to expand and view the instructions.

Complete these quick connection checks

Start with these quick checks before changing any advanced network settings.

  • Make sure Wi-Fi is turned on and Flight or Airplane mode is turned off.
  • Confirm that you are connecting to the correct Glide Wi-Fi network: if Glide Sign Up is available, use it to create or sign in to your account and receive your personal Wi-Fi password, then forget the sign-up network and connect to Glide_Resident; if it is not available, connect directly to the Glide network.
  • Turn Wi-Fi off, wait 10 seconds, then turn it back on.
  • Restart the affected device.
  • If your site uses an open network, open a web browser and check whether the Glide sign-in page appears.
  • If possible, test another device to confirm whether the issue affects one device or multiple devices.
Forget and reconnect to the Glide network

Removing the saved network and reconnecting can clear incorrect or outdated Wi-Fi settings. Select your device below and follow the instructions. You may need the Wi-Fi password if your site uses one.

Windows
  • Open Settings > Network & internet > Wi-Fi.
  • Select Manage known networks.
  • Select the Glide network, then select Forget.
  • Select the Glide network from the available networks and reconnect.
Apple Mac
  • Open the Apple menu > System Settings > Wi-Fi.
  • Select Details or More Info next to the Glide network.
  • Select Forget This Network, then confirm.
  • Select the Glide network and reconnect.
iPhone and iPad
  • Open Settings > Wi-Fi.
  • Select the information button (ⓘ) next to the Glide network.
  • Select Forget This Network, then select Forget to confirm.
  • Select the Glide network and reconnect.
Samsung Galaxy
  • Open Settings > Connections > Wi-Fi.
  • Select the settings icon next to the Glide network.
  • Select Forget.
  • Select the Glide network and reconnect.
Google Pixel and other Android devices
  • Open Settings > Network & internet > Internet.
  • Select the settings icon next to the Glide network.
  • Select Forget.
  • Select the Glide network and reconnect.

Menu names may vary depending on the device manufacturer and Android version.

Chromebook
  • Select the time in the bottom-right corner, then select Settings.
  • Select Network > Wi-Fi > Known networks.
  • Find the Glide network and select the three-dot More menu.
  • Select Forget, then reconnect to the Glide network.
Run network diagnostics

Your device’s built-in diagnostic tools can check for common Wi-Fi problems, including incorrect network settings and issues with the wireless adapter. They may fix the problem automatically or recommend further steps.

Select your device:

Windows 11
  • Open the Start menu and search for Get Help.
  • Open the Get Help app.
  • Search for Connect to network and internet.
  • Select Run network diagnostics.
  • Follow the instructions and apply any recommended fixes.
Apple Mac
  • Hold the Option key and select the Wi-Fi icon in the Control Centre or menu bar.
  • Select Open Wireless Diagnostics.
  • Follow the on-screen instructions.
  • When the check has finished, review and follow any recommendations.
Reset the device’s network settings

A network reset can resolve connection problems caused by incorrect or corrupted network settings.

Before continuing: This may remove saved Wi-Fi networks, passwords, Bluetooth connections and VPN settings. Make sure you have any required details before resetting.

Select your device:

Windows 11
  • Open Settings > Network & internet.
  • Select Advanced network settings > Network reset.
  • Select Reset now, then select Yes to confirm.
  • Wait for your computer to restart, then reconnect to the Glide network.
Windows 10
  • Open Settings > Network & Internet.
  • Select Status > Network reset.
  • Select Reset now, then select Yes to confirm.
  • Wait for your computer to restart, then reconnect to the Glide network.
Apple Mac

Mac computers do not have a single network reset option. Complete the Forget and reconnect to the Glide network step above, restart your Mac, then test the connection again.

iPhone and iPad
  • Open Settings > General.
  • Select Transfer or Reset iPhone or Transfer or Reset iPad.
  • Select Reset > Reset Network Settings.
  • Enter the device passcode if prompted, then confirm the reset.
  • Reconnect to the Glide network after the device restarts.
Samsung Galaxy
  • Open Settings > General management > Reset.
  • Select Reset Wi-Fi and Bluetooth settings.
  • Select Reset settings and confirm if prompted.
  • Reconnect to the Glide network.
Google Pixel and other Android devices
  • Open Settings > System > Reset options.
  • Select Reset Bluetooth & Wi-Fi.
  • Select Reset settings and confirm if prompted.
  • Reconnect to the Glide network.

On some older devices, this may be called Reset Wi-Fi, mobile & Bluetooth.

Turn off private or random Wi-Fi addresses

At some Glide sites, your device’s MAC address is used to link it to your account. If your device uses a private or random MAC address, the network may identify it as a different device.

Turn this setting off for the Glide Wi-Fi network only. Leave it enabled on other networks for improved privacy. After changing the setting, reconnect to the Glide network and make sure the device’s physical MAC address is linked to your Glide account.

Select your device:

Windows
  • Open Settings > Network & internet > Wi-Fi.
  • Select Manage known networks.
  • Select the Glide network.
  • Turn off Random hardware addresses.
  • Reconnect to the Glide network.
Apple Mac
  • Open the Apple menu > System Settings > Wi-Fi.
  • Select Details or More Info next to the Glide network.
  • Next to Private Wi-Fi Address, select Off.
  • Reconnect to the Glide network.

On older macOS versions, this may appear as a switch that needs to be turned off.

iPhone and iPad
  • Open Settings > Wi-Fi.
  • Select the information button (ⓘ) next to the Glide network.
  • Select Private Wi-Fi Address.
  • Select Off.

On older iOS or iPadOS versions, turn off the Private Wi-Fi Address switch instead.

Samsung Galaxy
  • Open Settings > Connections > Wi-Fi.
  • Select the settings icon next to the Glide network.
  • Select View more or Advanced if shown.
  • Select MAC address type.
  • Select Phone MAC or Use device MAC.
  • Reconnect to the Glide network.
Google Pixel and other Android devices
  • Open Settings > Network & internet > Internet.
  • Select the settings icon next to the Glide network.
  • Select Privacy.
  • Select Use device MAC.
  • Reconnect to the Glide network.

Menu names may vary depending on the device manufacturer and Android version.

Xiaomi, Redmi and POCO
  • Open Settings > Wi-Fi or WLAN.
  • Select the arrow or settings icon next to the Glide network.
  • Select Privacy.
  • Select Use device MAC.
  • Reconnect to the Glide network.
Temporarily disconnect any active VPN

A VPN routes your internet traffic through another network and can sometimes interfere with your connection or prevent the Glide sign-in page from appearing.

Temporarily disconnect any active VPN, then test the connection again. You do not need to delete the VPN or remove its settings. If the VPN is managed by your employer, university or another organisation and cannot be disconnected, contact their IT support team before making any changes.

Select your device:

Windows
  • Open Settings > Network & internet > VPN.
  • Select any VPN showing as connected.
  • Select Disconnect.
  • Check the system tray for VPN applications and temporarily disconnect or pause them.
  • Test the connection again.
Apple Mac
  • Open the Apple menu > System Settings > VPN.
  • Turn off any VPN showing as connected.
  • Check the menu bar for VPN applications and temporarily disconnect or pause them.
  • Test the connection again.

Do not select Remove Configuration.

iPhone and iPad
  • Open Settings.
  • If VPN appears on the main Settings screen, turn it off.
  • Alternatively, open Settings > General > VPN & Device Management > VPN.
  • Turn off or disconnect the active VPN.
  • If the VPN is controlled through an app, open the app and select Disconnect, Pause or Off.
  • Test the connection again.
Samsung Galaxy
  • Open Settings > Connections > More connection settings > VPN.
  • Select the active VPN and disconnect it.
  • If the VPN is controlled through an app, open the app and select Disconnect, Pause or Off.
  • Test the connection again.
Google Pixel and other Android devices
  • Open Settings > Network & internet > VPN.
  • Select the settings icon next to the active VPN.
  • Turn off or disconnect the VPN.
  • If Always-on VPN is enabled, temporarily turn it off.
  • If the VPN is controlled through an app, open the app and select Disconnect, Pause or Off.
  • Test the connection again.
VPN applications

Some VPNs are controlled entirely through their own app. Open the VPN app and select Disconnect, Pause or Off, then test the Glide connection again. Do not uninstall the application.

Install the latest system and network updates

Software updates can include fixes for Wi-Fi connectivity, network adapters and device compatibility. Install any available updates, restart the device, then test the connection again.

If the device cannot access the internet, you may need to use another Wi-Fi network, a wired connection or mobile data to download the updates.

Select your device:

Windows 11
  • Open Settings > Windows Update.
  • Select Check for updates and install any available updates.
  • Open Advanced options > Optional updates.
  • If Driver updates is shown, install any available network or wireless driver updates.
  • Restart your computer.

If no driver update is available through Windows Update:

  • Right-click Start and select Device Manager.
  • Expand Network adapters.
  • Locate the wireless adapter. Its name may include Wi-Fi, Wireless or 802.11.
  • Right-click the adapter and select Update driver.
  • Select Search automatically for drivers.
  • Restart your computer after installing an update.

Do not use third-party driver-update applications.

Windows 10
  • Open Settings > Update & Security > Windows Update.
  • Select Check for updates.
  • If View optional updates is shown, select it and check for driver updates.
  • Install any available network or wireless driver updates.
  • Restart your computer.

Microsoft ended standard Windows 10 support on 14 October 2025. Upgrade to a supported version of Windows where possible.

Apple Mac
  • Open the Apple menu > System Settings.
  • Select General > Software Update.
  • Install any available updates.
  • Restart your Mac if prompted, then test the connection again.
iPhone and iPad
  • Open Settings > General > Software Update.
  • Select Download and Install if an update is available.
  • Follow the on-screen instructions.
  • Test the connection again after the device restarts.
Samsung Galaxy
  • Open Settings > Software update.
  • Select Download and install.
  • Install any available updates.
  • Restart the device if prompted, then test the connection again.
Google Pixel and other Android devices
  • Open Settings > System > Software update.
  • Check for and install any available updates.
  • Restart the device if prompted, then test the connection again.

Menu names may vary depending on the device manufacturer and Android version.

Chromebook
  • Select the time in the bottom-right corner, then select Settings.
  • Select About ChromeOS.
  • Select Check for updates.
  • Install any available updates and restart the Chromebook.

Contact the Service Desk

If the issue continues, we will need to speak with you. Call us on 0333 123 0115, or email us with details of the problem.

Please include the following information:

  • Your building name and exact location, including the block, floor, flat and room number where applicable.
  • When the issue started.
  • Whether more than one device is affected.
  • Whether the Glide Wi-Fi disappears from the list of available networks.
  • Whether the connection works outside your room.
  • Whether the wired connection is working.
  • Whether some websites are accessible but others are not.
  • Any warnings or error messages shown on the device.

We’ll get in touch as soon as we can.

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