[Mobile Router] Steps to follow if 5G connection is not available

Zyxel_Judy
Zyxel_Judy Posts: 2,019  Zyxel Employee
Zyxel Certified Network Engineer Level 2 - Nebula Zyxel Certified Network Engineer Level 2 - Switch Zyxel Certified Network Engineer Level 2 - Security Zyxel Certified Network Engineer Level 1 - Nebula
edited March 24 in Consumer Product FAQ

In case there is no 5G connection with your 5G mobile router, consider the following steps:

  1. SIM card capability: Contact your ISP to confirm 5G service availability with your SIM card.
  2. 5G signal availability: Check local 5G signal via nperf website. Select the appropriate Country, City/ province, District and Carrier (Operator). Alternatively, you can contact your ISP to confirm 5G signal availability in your region.
  3. Adjust the facing angles of the device's directional antennas to be more aligned with the cellular tower.
  4. Firmware Update: Make sure your device is updated with the latest firmware. To know the latest firmware version for the Nebula Mobile Router, please refer to Zyxel Download Library
  5. Network Settings: Examine your “Cellular band“ settings.

Path: Network Settings > Broadband > Cellular Band.

  • Ensure that the "Referred Access Technology" includes the “5G” option
image.png
  • The 'Band Auto Selection' can be either:
    • Enabled for automatic band selection
    • Fixed to specific bands supported by your ISP
image.png

OR

image.png

This setting allows the router to search for the best available band automatically.

If the issue persists, enable Zyxel support access by following the steps in this link and contact Zyxel support for further assistance.

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