What should I do if the ping to the public static IP does not work?

We suggest performing the following checks:

Account or SIM card configuration issues:

• Verify that there is credit in your account. If the credit has run out, please top up your account.
• Ensure that the SIM card is “Active.” If it is in “Blocked” or “Disconnected” status, reactivate it by clicking the “Reactivate” button. (See here the reasons it may have been blocked or disconnected.)

Incorrect SIM card installation or incompatibility:

• Check that the SIM card is properly inserted into the device.
• Ensure that the device is compatible with international SIM cards and that there are no blocks from local operators.

Incorrect device settings:

• Verify that the APN is configured with the name: JTFIXEDPUBLIC and that the username and password fields are empty.
• Make sure that the data traffic and data roaming options (if available) are both enabled. If you are using satellite trackers or devices operating on GPS/GPRS networks, check that this setting is also enabled.
• Ensure that there is no firewall blocking the connection on the device.

Lack of coverage or poor signal from operators:

• Check that the area where the SIM card is located has sufficient signal from at least one of the Things Mobile partner operators. If there is no signal or the signal is weak, try moving the device to another location.
• Restart the SIM card by clicking the “Restart SIM card” button in the IoT Portal to generate a new connection session.

Remember to verify that the remote communication to the assigned public static IP address is performed from the approved source IP address for your account. For further assistance, you can send a traceroute to customer support by emailing support@thingsmobile.com or filling out the Support form on the IoT portal.