It's our goal for your wireless service to be always-on
and running as you expect.
For technical support, please click on the above options or reach out to our service team via our contact numbers, or by emailing firstname.lastname@example.org.
Open a Support Ticket
24x7 Email Support at email@example.com
Please include the following details:
Service ID (Located on support tag on the router)
Site contact name
Mobile/Office number (for callback)
Date & time of issue first noticed
Brief description of the issue
Upload a photo of the router
Give us a Call
All our routers have a warranty for replacement.
If you suspect your router is faulty, please engage our support to troubleshoot first. Once we confirm the device is faulty, we will arrange for a replacement.
Basic Troubleshooting Guide
DO NOT attempt to remove/re-insert SIM cards after the installation as it can damage the router SIM slots and void the router hardware warranty
DO NOT shift or remove the installed router to another physical location as the mobile operators’ signal strength can fluctuate and cause an outage on the internet service
Power: Ensure device is connected and powered on
Cabling: Ensure any cables that needs to be connected to the corresponding customer router are well connected
Antenna: If paddle antennas are used, ensure it is upright and it is at an angle like a V shape
LED light: Ensure there are blue and/or green LED lights on the router
LED light: Check that there are NO red and/or amber LED lights on the router
(For more information on the LED lights, please refer to this official article - What do the lights on my Cradlepoint Mean?)
Conduct a 3G/4G LTE signal strength check (RSSI, RSRP, RSRQ, SINR) using 3rd party Network Cell Signal apps using your mobile device next to your route
If you are provided with NetCloud Manager (NCM) access, log in and check on the router connectivity status. (You can log in to your NCM account at www.cradlepointecm.com)
If you have requested for a data usage limiter on your service, check if you have exceeded data allowance on the Ethernet WAN or Modem Data Usage indicator on the Dashboard, login to NCM is required for this.
Where can I see my current data usage?
You may login to NetCloud Manager (NCM) to view your data usage in real-time at the router level. If you do not have access, you may email us at firstname.lastname@example.org for assistance.