Why are my devices not connecting to the Internet?

There are various reasons why devices cannot establish an internet connection with a wherever SIM. These are summarised below.

a) Data roaming is not activated

The M2M SIM cards of the wherever SIM are pure roaming cards without a home network. This means that these cards exchange data both nationally and internationally via roaming. It is therefore imperative that the roaming option is activated in your end device. Please check whether this is the case. Activate it if it should be deactivated.

b) APN is not set

We can only guarantee use in the agreed networks if the APN is set correctly. Although a few isolated networks also work without an APN being set via Auto-APN, we cannot guarantee this. Therefore, in the event of initial connection problems, check whether the APN is set accordingly.

c) SIM card not inserted correctly

Due to the different designs and different SIM card slots of the devices, there are unfortunately also a large number of sources of error that can occur when inserting the SIM. In some SIM card slots, it is possible to insert the SIM card upside down. It should also be noted that SIM cards that also offer the nano format are somewhat thinner and may therefore be loose in the slot. With some terminals, there is a gap between the slot and the housing into which the SIM card can be accidentally pushed. Please therefore check carefully whether the SIM card has been inserted correctly.

d) Device outside coverage or lack of network coverage

Please make sure that the area you are in is within the coverage you have booked. If you are in a country for which you have not agreed coverage, the device cannot dial into the networks there. If you find that the coverage you have booked is not sufficient for your needs and would like to make a change, please contact your sales representative.  Please also ensure that there is sufficient network signal at the location of the antenna of the device. Especially in cellars, behind steel girders and in particularly damp places, reception is likely to be particularly poor. 

e) Device hang up

Check in your online portal whether you can still track reactions from your device at all. If in doubt, try sending an SMS to the device. If the device is unable to receive it, this may be a sign of lack of reception or hung firmware. If you reach the unit via SMS, you may be able to send control commands to the unit or receive information via SMS commands. Please check the corresponding possibilities directly in the manufacturer's documentation of your device.

f) Radio cell is (temporarily) overloaded

If patterns can be observed in the loss of the internet connection, for example that the connection is lost at 12 o'clock on weekdays, then this may have to do with local conditions and congestion situations of individual radio cells. A classic example of this is lunchtime in a business park, when many employees start surfing the mobile network. This can cause local bottlenecks. In such cases, try to find causes and, if necessary, configure the device to change the network.

g) Power supply not sufficient

Modems can have different voltage (volts) and current (amps) requirements depending on the mobile radio standard used (e.g. 2G, 3G or 4G). USB ports in particular often vary in their available power (for laptops, this often depends on the computing load). Please therefore ensure that you follow the specifications of your device manufacturer and that these are maintained evenly.

h) Antenna has come loose or is not connected

Many devices use external antennas or offer the option of connecting them in addition to the internal antenna. We generally recommend using external antennas whenever possible. If the Internet connection is inconsistent or suddenly disconnected, also check whether the antennas are still connected correctly or whether parts have come loose. Cables from external antennas are often assembled manually and can come loose again at connection points.

i) Failure of a roaming provider or network operator

In some cases, operators of the roaming infrastructure, individual network operators or individual radio cells experience interference. In the event of known problems, we immediately inform affected customers of such cases. However, especially in the case of smaller local outages, our monitoring may not be able to detect this. If you have already ruled out the other cases mentioned, please feel free to contact our support.

j) SIM card defect

In very rare cases (less than 1 in 10,000 cases), the SIM card used may be damaged due to a production error. SIM cards can also be damaged by physical impact (liquid, scratching by dust, sparking by removal during operation, etc.). You will usually recognise this if your terminal does not recognise the card at all. If you find that the M2M SIM you are using is defective, please contact your sales partner for a replacement.