Resolve issues with 4G wireless routers
Find out what to do if you're having issues getting your 4G wireless router connected to the internet.
If a router won't start
If you receive a router that will not start, check that it’s fully charged. If it still will not power up, contact us with the order number and the IMEI number on the device.
If a router won't connect to the internet
If a user reports that their router powers up but will not connect to the internet, there are a few options to try before you report a fault. Ask the user to check if:
- another device (such as a smartphone) has a connection to see if there are issues in the local area
- the SIM card has been removed - if it has, ask them to put it back into the router and try to connect again
- the laptop or tablet they’re using can connect to the internet another way, for example by using free wifi or tethering it to a mobile phone
- they can clear the cache on the web browser they’re using, then try to connect again
Checking 4G wireless router status
Local authorities and trusts
Local authorities and trusts can use the Support Portal to check the status of each router, and raise a support request if needed. Login details were provided when you placed your order, but if you’re unable to access the Support Portal, contact us.
You can use the Support Portal to:
- check if a router’s data cap has been reached (the data cannot be increased)
- reactivate a SIM that’s been removed from the router
- deactivate a SIM if the router is lost or stolen
- request a replacement router
- reconfigure a router
- request connectivity support
Schools and colleges
You can check the status of each router in the Support Portal using the login details provided when you placed your order. If you need to raise an issue, you will need to ask your trust or local authority to do this on your behalf. Contact us if you’re unsure who to contact.