The below basic checks will help us diagnose and possibly resolve a potential issue. Please perform each of the below before raising this fault to Yonet Support Team for review:
1) Reboot device
In the first instance you should always reboot your device / router, where possible, this will initiate a new data session and we can then proceed to do further testing. It is often the case that a router / device could build up a stagnant session and cache traffic passed through the device and a reboot of the device / router will usually wipe the temporary memory and initiate a new data session from a network level.
2) Check APN & Data Roaming Settings
It is imperative to ensure you are using the correct APN details that were provided when the SIMs were ordered. If the APN settings are incorrect, the SIM will in most cases fail to connect and if it does connect on a default APN you may experience slow speeds. Wise Energy SIMs use the following APN settings:
Profile Name: pkp18-pri
APN: pkp18-pri
Username: <leave blank>
Password: <leave blank>
Authentication: None
Roaming: Enabled
IP: <as supplied at time of order – refer to Portal for confirmation>
In most cases, your SIMs will roam on local network carriers and in these cases you will need to allow / enable data roaming settings on your device for the SIM to work, this information will be provided to you with the SIM order.
2) Position device / point towards Cell Tower
If your device is not already positioned near the most open area, you could possibly re-position the device to boost the signal strength. This could be moving the device to the nearest window or outdoor area to ensure that the signal is not hindered in any way by any surrounding concrete / steel structures. You can also try point the device antennae to the nearest tower to improve signal quality and signal strength. The below link will help you identify the nearest tower:
3) Check device antennas
If the device you are testing has external antennas, ensure that all antennas are connected correctly and the antennas are pointing towards the nearest window or nearest cell tower.
4) Connect to your device via Ethernet
Ensure you have connected your device to a laptop or PC via an Ethernet cable when testing to rule out potential WiFi issues
5) Update your devices firmware
Software updates for your router / device are very important since they improve its stability, performance and security. Most of the routers available these days come with the ability to update themselves automatically, however if you're having an old router, you might have to install the software updates manually. Different routers have different ways to update the software and if you are unsure how to do this, you may need to contact the device manufacturer or supplier to get some information on this
8) Replace device
If you are able to test this SIM in another device, please do so to rule out any issues that may be related to your device / router. If the SIM is in a router, can this be connected to a mobile phone for further testing. If the test is better on the mobile phone then the issue could be on the device or could be related to something connected to your device.
Checklist to log fault to Yonet
If you tried all the above and this has not resolved the issue then please raise a ticket to Yonet Support Team via email (support@yonet-telecom.com) with the below information:
First Line Checks | Results |
ICCID / SIM Number affected? | |
Service Affected? | Data / Voice / SMS |
Description of Fault: | |
First Line checks completed as above? | Yes / No |
Fault start date & time: | |
Most recent failure timestamp & date: | |
Is the issue permanent or intermittent?: | |
APN currently in use? | |
Device the SIM is attached to? | |
Tested SIM in alternative device, if possible? | Yes / No |
Please provide geographical location (and the country if roaming) with postcode of where the SIM is based OR where the issue last occurred: |