We've found that most connection issues for customers stem from incorrect APN and credential settings on the router. Try completing the following checklist to see whether this fixes your issue.
Did you register your SIM card?
Once you'e activated your card in the portal, you'll receive an email with set-up guide. This is an optional step however, you'll need to register to view your data consumption and refill when needed.
Did you configure your device?
Check our SIM card settings or your welcome email for this information.
Most devices will configure automatically however, the access point name (APN) may need to be updated prior to being able to connect.
Log in to your cellular device
Ensure data roaming is enabled
Ensure the device APN settings are correct
Ensure the username and password are correct
Is your data allowance empty?
Green means the SIM is healthy (data and time remain). Red means the SIM needs attention (data or time is expired).
If your SIM is healthy or has auto-refill enabled, continue troubleshooting below.
My router has a signal, but there's no internet on the network / on my WiFi
If the router has a signal, the local network may be incorrectly configured. Whilst this is outside the scope of this service, you can still contact us to see whether we can help.
When a signal is present, try connecting a cable directly from the router to a computer and see whether this gives you internet access. If you have internet access on the computer than the network is likely incorrectly configured.
Can you connect to other network operators manually?
Sometimes the network in your local area may fail. Try switching to an alternate network operator. Network selection is determined by your device, not the SIM card. The SIM provides access to supported networks, but the device decides which network to connect to based on its settings and the available signal conditions.
When using manual network selection (rather than automatic), you should check that a 4G connection is available with the provider.If you are unable to see certain mobile operators or connect to a network, try inserting the Wave Connect SIM into a different device, such as a smartphone. If the desired networks appear, the issue is likely specific to your original device.
I'm unable to connect to other networks manually, have no signal or my router says "obtaining IP address"
Follow the steps below if you are unable to select a network manually or are receiving the message "Obtaining IP Address" (obtaining IP address is specifically for Peplink devices).
Log in to your mobile data router
Check your SIM card settings and APN (sent in the welcome email) to ensure your device is configured correctly
Try changing the DNS servers
Sometimes your network operator may have an issue with DNS servers. You can try using reputable DNS providers to see if this resolves your connection issue.
Set the DNS servers manually:
- DNS1: 1.1.1.1
- DNS2: 1.0.0.1
Try changing authentication method
Check authentication option to allow “PAP and CHAP”, if not set the authentication to “auto”.
Try changing DNS servers (again)
Set the DNS servers manually:
- DNS1: 8.8.8.8
- DNS2: 8.8.4.4
My SIM isn't being detected or shows "SIM not available"
If your device isn't recognising the SIM card at all, or is showing a "SIM not available" error, this is likely a SIM or device hardware issue rather than a connectivity one. Work through these steps:
Remove the SIM card and check it is clean and undamaged. Reinsert it firmly and ensure it is correctly seated in the tray.
Restart your device fully (power off, wait 30 seconds, power on).
Test the SIM in a different device (e.g. a smartphone) to determine whether the issue is with the SIM or the original device. If the SIM is recognised in another device, the problem is likely with the original device's SIM slot or settings.
If the SIM has been suspended (e.g. the data plan ran out or expired), log in to the Wave Connect portal and refill your plan to reactivate it.
If the SIM is not recognised in any device, it may be faulty. Contact Wave Connect support to request a replacement.
If you're still experiencing problems, contact support.