What should I do if I get the message, "That Wi-Fi network has not been located," during installation?

You are stuck and the Link Advanced installation is incomplete because you are getting the message, "That Wi-Fi network has not been located."


  1. Positioning the Link

Make sure the Link is positioned appropriately to connect to the Wi-Fi through the Internet Box (or Wi-Fi router). Consult our Link Advanced positioning tips if necessary.


  1. Wi-Fi connection


  1. Make sure your phone is properly connected to the Wi-Fi from your box. Check to see whether you can load a website. If not, please restart your Internet Box.
  2. The Link does not support the following elements when connecting to Wi-Fi:
  • WPA-TKIP security setting (this setting is not supported by the Wi-Fi Alliance)
  • WPA-CCMP security setting (activated by default on some Freeboxes)
  • 5 GHz Wi-Fi networks
  • WEP keys less than 128 bits
  • WPS activation

Note: WPA2-PSK (AES) is the recommended security setting

Below, you'll find direct access to information from your ISP about changing the settings on your Internet Box:


  1. Make sure the Wi-Fi channel used by the Internet Box is not overloaded

If there are many Wi-Fi networks around your home, the channel used by your Internet Box may be overloaded.

It may be necessary to change the Wi-Fi channel in the settings of your Internet Box (or Wi-Fi router). We recommend that you first change your Wi-Fi channel to automatic, if it is not currently set that way.

If that doesn't fix the problem, we recommend checking the Wi-Fi environment. You can use a free channel analysis app or software:

These applications provide a graphic depiction of how busy different Wi-Fi channels are. If your Wi-Fi network is on a channel occupied by several other networks, you'll need to move it to a less busy channel. You can do that in the settings of your internet box (or Wi-Fi router).

In the example above, the busiest channels are 1, 6, and 11. Therefore, it would be beneficial to move the Wi-Fi channel on the box or router to channel 3, 4, 8, or 9, which are the least busy.

  1. Certain circumstances can also impede proper installation of the Link:
  • business networks
  • closed ports on the Internet Box (or Wi-Fi router)


If the installation is still failing despite these recommendations, we suggest you contact us

How can we help you?

If you haven't found the answer to your question, we invite you to request a support ticket. We will answer you as soon as possible.

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