Fix internet connection problems

If you can't access Google Play, either through the app or the website, you might have a bad Internet connection. A strong Wi-Fi or mobile data connection will help you browse and download apps, and enjoy Google Play digital content.

Signs of a bad connection:

  • Downloads don't start, time out, or remain at 0%.
  • Google Play is stuck on "Loading..."
  • You can't load web pages in a browser.

General troubleshooting tips

  1. Restart your device. It might sound simple, but sometimes that's all it takes to fix a bad connection.
  2. If restarting doesn't work, switch between Wi-Fi and mobile data:
    • Go to Settings > Wireless & networks.
    • Turn Wi-Fi off and mobile data on, and check to see if there's a difference.
    • If not, turn mobile data off and Wi-Fi on and see if that works.
  3. Try the troubleshooting steps below.
Fix mobile data problems

First, check that mobile data is turned on and you have a data connection.

  1. Go to Settings > Wireless and Networks > Mobile Data.
  2. Turn mobile data on. If it's already on, turn it off and on again.
  3. Check that there is a data indicator (for example, 2G, 3G, 4G, H) next to the signal strength bars at the top of the screen .
  4. Note that sometimes this will not display if you have an active Wi-Fi connection. If this is the case, turn Wi-Fi off and check back.

If you don't see a signal data indicator, you may be in an area without coverage. If you can, move to a different area (for example, go outside) and check your signal again.

Note: If this happens a lot, contact your mobile service provider.


Next, turn airplane mode on and off.

  1. Go to Settings > Wireless and Networks > Airplane Mode.
  2. Turn airplane mode on.
  3. Wait for 10 seconds.
  4. Turn airplane mode off.
  5. Check to see if the connection problems have been solved.

If you still have problems after you complete these steps, contact your mobile service provider.

Fix Wi-Fi problems

Check that Wi-Fi is turned on and you are connected.

  1. Go to Settings > Wireless and Networks > Wi-Fi.
  2. Turn Wi-Fi on.
  3. Find the Wi-Fi connection indicator at the top of your screen .
  4. If this is not displayed, or none of the bars are filled in, you may be out of range of a Wi-Fi network.
  5. Move closer to the router, check to see if you have a stronger Wi-Fi connection, and try again.


Restart your wireless router.

If you are connecting to Wi-Fi at home, check your router's manual for instructions on how to reset it. Often you can:

  1. Unplug the router from the electrical outlet and make sure the lights on the router go out.
  2. Wait 30 seconds.
  3. Plug the router back in and wait 30 seconds for all the lights to come back on.

Advanced tip: Check to see if firewalls are blocking access to ports required by Google Play (TCP and UDP 5228).

If you still have connectivity issues after you complete these steps, contact your internet service provider or the host of the Wi-Fi network.

Shana is a Google Play expert and author of this help page. Help her improve this article by leaving feedback below.

Was this article helpful?