5G/LTE Router Issues - Zyxel vs. Provider Issues

Zyxel_AL

This guide will help you to distinguish whether any of the following symptoms of 5G/LTE connectivity might be a provider or device issue.

Possible symptoms, but not limited to:

1. No internet access

2. Slow connection 

3. Device losing connection

4. No access to device

5. Unusual behavior of device

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1. No internet access

Possible causes:

• SIM card not inserted in the device
• PIN code for SIM card not entered in device settings
• Wrong APN settings

Solution:

• Please check that you have the SIM card entered into the device and if the card comes with a pin code, that this is entered in the settings of the device. 
• Make sure that the APN settings are correct according to the information from your provider.

 

Note; if the issues still persist, please check with your internet service provider that the card is activated or that you have the correct APN information.

Contact the support team for help if the issue still persists.

 

2. Slow connection

Possible causes:

• The environment is crowded with users for the mobile data
• Issues/disturbances on provider end, or maintenance in the mobile network
• Placement, alignment, or location of the device causing bad signal quality
• Using wrong or non-optimal settings for the access technology
• Selection of the wrong band, causing inefficient access
• Weather, as the signal is transmitted wirelessly over the air

Solution:

• Please ensure that the device is aligned towards a mast, or indoor routers as close to windows as possible.
• Check with your ISP for the optimal access technology in your area, and check which band they recommend using. In some devices, you can choose a specific cell to lock the device to.
• The weather may have an impact on the signal for the LTE network for example in heavy storms or rain.

 

Note; if the issues still persist, check with your internet service provider for the optimal settings for access technology, band, or cell lock and if they have any disturbances in the network.

Contact the support team for help if the issue still persists.

 

3. Device losing connection

Possible causes:

• The device is changing connection from one mast to another
• Signal quality is very weak
• The device is changing from access technology to other, for example, 5G to LTE.
• Disturbances in the provider network

Solution:

• With cell lock, you can lock the device to a specific cell/mast.
• Improve signal quality with an external antenna and check the placement/alignment of the device.
• Check with your service provider which access technology they recommend for your area.

 

Note; if the issues still persist, check with your internet service provider for the optimal settings for access technology, band, or cell lock and if they have any disturbances in the network.

Contact the support team for help if the issue still persists.

 

4. No access to device

Possible causes:

• You are entering the wrong IP address for management
• You are not in the same subnet as the device
• You are not connected to the network of the device
• The device might be defective in the worst case

Solution:

• Check that you are entering the correct IP address for the management, it is in most cases

https://192.168.1.1

• Ensure that you are in the same subnet as the device, you can check your IP settings from the PC settings.
• Make sure that you are connected to the network of the device with either WIFI or ethernet.
• If you still cannot access the device, please contact our support team.

 

Note; Please always ensure that you have the latest firmware installed on the device.

Contact the support team for help if the issue still persists.

 

5. Unusual behavior of the device 

Possible causes:

• The device is not upgraded to the latest version of the firmware
• Malfunction or bug in the software or the device itself
• The device is defective or needs replacement
• Using the wrong settings

Solution:

• Please ensure that the device is running the latest firmware.
• If you suspect a defect in the device or software please contact our support team.

Contact the support team for help if the issue still persists.

by Zyxel EMEA Support Team - Joel B