Troubleshooting

Most problems come down to one of the things below. Find what you're seeing and follow the steps.

The sign-in page doesn't open

• Check you're connected to the Fireside WiFi network, not mobile data or another network.
• Open a browser and go to a plain http:// address such as http://neverssl.com. Addresses starting with https:// can't be redirected to the sign-in page.
• Turn off any VPN or private relay until you've signed in. You can turn it back on afterwards.
• Turn WiFi off and on again, or "forget" the network and rejoin it.

"Maximum devices already connected on this access code"

Your plan is at its limit for devices online at once. Turn off WiFi on a device you're not using, or open your account page and remove one. Then sign in again.

"Plan Expired"

Your plan's time has run out. Choose a plan on that page to continue. You keep the same access code and devices.

If you're on a monthly plan and didn't cancel, a renewal payment has probably failed. Update your card and your devices will come back within about a minute.

"Invalid access code"

The codes we issue are 8 characters and never contain the letters O or I or the digits 0 or 1, so a character that looks like one of those is something else. If you've lost your code, open the account page on a device that's already signed in; the code is shown there.

My TV or console won't connect

See the checklist at the end of Connect a TV, console or streaming stick.

I'm connected but it's slow

• Your plan's speed is shared across everything on your account. A TV streaming in 4K can use most of it. Lower the video quality or pause other devices.
• Move closer to an access point if you can. Walls, vehicles and trees all weaken the signal.
• Evenings are the busiest time. The connection is a shared satellite link, so speeds dip when many people are streaming.
• Heavy rain or snow can slow a satellite connection for a short while.

It keeps asking me to sign in

Phones can hide their real address behind one that changes, which makes them look like a new device. On an iPhone or iPad, open Settings → Wi-Fi, tap the ⓘ next to our network, and set Private Wi-Fi Address to Fixed or Off. On Android, open the network's settings and set Privacy to Use device MAC. Then sign in once more with your access code.

I was charged but I'm not online

Wait a minute and reopen the sign-in page; payments occasionally take a moment to confirm. If you're still not online, email [email protected] with the email address on your receipt. We'll get you connected or refund you.