Separate connection from internet access
A Wi-Fi connection and a working internet connection are different observations. Note whether the phone sees the network, accepts its credentials and shows a connection. Then record which ordinary online task fails. A vague report of “Wi-Fi broken” hides these useful distinctions.
Use a comparison that changes one variable
With permission, compare another device on the same network and the phone on another trusted network. Google’s Pixel guidance uses this kind of isolation. If every device fails on one network, investigate that network first. Do not dismantle the phone because one router is unavailable.
Record the limits of the result
If only one app fails, document that exception and consult its support instructions. Avoid disabling workplace security controls or making router changes without authority. A useful handover states which networks and apps were checked, which worked and what remains unresolved. Internal antenna diagnosis requires further evidence.
Two devices fail on one router
If a phone and a laptop both join the same Wi-Fi but cannot open an ordinary site, while the phone works on another trusted network, begin with the failing network. This comparison does not require opening either device.
Your practice record
- Network joins successfully: yes or no
- Second device on this network: result
- Same phone on a trusted alternative: result
- Affected apps and exact message
Sources and further reading
Manufacturer and technical references for the checks discussed in this guide. Follow the instructions for your exact device and equipment.
Repair procedures involve heat, electricity, fragile parts and customer data. Practise under qualified supervision and work only on devices you are authorized to service.