General connection issues

General connection issues

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. If not, please contact us and we'll provide assistance.

In this article

  • Check APN and credential settings
  • Router has signal, no internet on local network
  • Unable to connect to other networks manually / no 4G signal / Obtaining IP address

Check APN and credential settings

1 Log in to your mobile data router
2 Go to the APN settings and ensure they are correct. APN settings.
3 Go to the username and password settings and ensure they are correct (see above link).


Router has a signal, but no internet on the network / by 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.


Unable to connect to other networks manually / no 4G signal / Obtaining IP address

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" (for Peplink devices).

1. Log in to your mobile data router
2. Go to the APN settings and ensure they are correct. APN settings.
3. Go to the username and password settings and ensure they are correct (see above link).

Still unable to connect:

If you didn't make any changes, or you are still unable to connect, continue troubleshooting using the steps below.

4. Set the DNS servers manually:
DNS1: 1.1.1.1
DNS2: 1.0.0.1

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

If you are still unable to connect:

6. Set the DNS servers manually:

DNS1: 8.8.8.8
DNS2: 8.8.4.4


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