Common connection problems

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.

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.

Most devices will configure automatically however, the access point name (APN) may need to be updated prior to being able to connect.

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.

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.

Sometimes the network in your local area may fail. Try switching to an alternate network operator.

When using manual network selection (rather than automatic), you should check that a 4G connection is available with the provider.

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).

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.

Check authentication option to allow “PAP and CHAP”, if not set the authentication to “auto”.

If you're still experiencing problems, contact support.