The router will not connect
- Check the APN, username and password exactly match the details we supplied. APNs are case sensitive on some routers.
- Check the SIM is fully inserted the right way round, with the router powered off when you insert it.
- Look at the signal strength. If it is weak, try another position or an external antenna.
- If the router has a PIN setting, make sure it is blank unless we gave you a PIN.
The router connects but the IP is wrong
If the WAN address starts with 100.64 to 100.127, or is not the address on your SIM record, the router is probably using a default internet APN instead of your fixed IP APN. Set the APN manually rather than using automatic APN selection, then reconnect.
I cannot reach the device remotely
- Confirm the router shows the correct fixed IP.
- Test from a different internet connection. Some routers cannot connect to their own public address from inside the network.
- Check the firewall rule and port forward point at the right internal address and port, and that the device behind the router has the router set as its gateway.
- If you use a private fixed IP, check your VPN is up before testing.
Data usage is higher than expected
Automatic updates, cloud backup and camera main streams are the usual causes. Set cameras to use sub streams for remote viewing, schedule updates, and ask us to set usage alerts on your SIMs.
Contact support
Email hello@fixedipsim.co.uk or call 01937 534915 with the SIM number or fixed IP address, the router model and a short description of the problem.