What should I do when TP-Link Customized 4G/5G LTE Router is not connecting to the Internet？

This article applies to situations where you can connect to the wireless network of a TP-Link Customized 4G/5G Gateway Router, but none of your devices can access the Internet. Use the following troubleshooting tips to resolve the issue.

1. Check if the SIM card is properly inserted and detected.

Launch the Aginet App, and go to More > Internet Connection > Sim Card Status.

If you see the error "SIM Card cannot be detected" or "No SIM Card "in the following pictures, please:

1) Reinsert the SIM card, making sure it is inserted correctly and securely.

2) Reboot the router with the SIM card still inserted into the router.

3) Please test the SIM card on your smartphone to make sure the SIM card itself is working properly.

4) Insert another SIM card into the router to test if it’s the slot’s issue.

5) Reset the router by pressing and holding the RESET hole for at least 5 seconds until all LEDs blink.

2. Enter the SIM Card PIN Code to unlock it

Restarting the device or plugging in or out of the SIM card will require the PIN code to be unlocked again, as shown in the picture.

Solution:

1) Go to More > Advanced > PIN Management page, then tap “Unlock SIM Card” to enter the PIN code.

Note: If you are not sure about your PIN code, please do not keep trying, or your SIM card will be locked, and a PUK code will be required. Please contact your SIM card carrier to get your PIN or PUK code.

2) Please disable the PIN code or enable Auto-Unlock PIN after verifying the PIN code.

3. Check the Internet IP Address of the Router

Preparation: Log into the web interface (click How to log into the web-based management interface of TP-Link Wireless 4G LTE Router to see how to do this) ----check the Internet IP address on the Status page under Advanced.

Situation 1

If the IP address is null or 0.0.0.0, it means the router is not connected to the Internet yet. The reason can be that the SIM card’s supporting band is not the same as this router's, or the router's pre-configured APN profile doesn't match your SIM card, etc. In this case, please:

1) Please go to Advanced > Network > Mobile WAN > Dial-up Settings to check the current profile settings. Check the drop-down list of the Profile Name to see if there is any other available profile; if so, try another profile to see if it works.

2) Make sure the Network Mode is on “5G Preferred" and Band and Carrier are on “Auto”.

3) Create a new profile and enter the APN, username, password, and authentication type manually; if you're unsure about the correct settings, contact your SIM card provider for confirmation.

4) Reset the router by pressing and holding the RESET hole for at least 5 seconds until all LEDs blink.

5) Check with your SIM card carrier to confirm the Network Type and Band supported by the SIM card, then you may compare them with the Network Type and Band supported by the router displayed on our official website.

Situation 2

If the IP address is not 0.0.0.0, then the reason you don’t have internet access may be DNS, unstable 4G/5G network, etc. Please refer to the following instructions to troubleshoot.

1) Insert the same SIM card into a smartphone to check if the Internet works fine. If not, please contact your SIM card carrier.

2) Go to Advanced > Network > LAN Settings, change “Primary DNS” to “8.8.8.8”, change “Secondary DNS” to “8.8.4.4”, click the “save” button, and then reboot the router.

4. Check the Data Usage Limit

You can limit your data usage based on your monthly or total allowance. You'll be warned and lose internet access once the data limit is reached.

Tap the “Data Usage” or go to More > Advanced > Data Settings page to modify the data settings or total data usage limit.

If issues persist after following these steps, contact TP-Link Technical Support with the following details:

1) Model number, hardware, and firmware version

2) Your country, SIM card carrier

3) Screenshots of the Network status page, More >Internet Connection page, and also your APN Profile Settings page

4) Troubleshooting you’ve taken and the results for each step