What should I do if I can’t ping the public static IP address?

If you're unable to reach the public static IP address assigned to your SIM card, we recommend going through the following checks:

Account or SIM card configuration issues

Make sure your account has sufficient credit. If the credit has run out, please recharge your account.
Check if the SIM card is “Active.” If it’s “Blocked” or “Disconnected,” click the “Reactivate” button in the IoT Portal.

SIM card improperly inserted or device compatibility issues

Confirm that the SIM card is correctly inserted in the device.
Make sure the device supports international SIM cards and is not locked by a local operator.

Device misconfiguration

Ensure the APN is set to JTFIXEDPUBLIC, with the username and password fields left blank.
Check that both mobile data and data roaming (if available) are enabled. If you're using a GPS/GPRS tracker, verify those settings are also active.
Make sure no firewall is blocking outbound connections on the device.

Weak or no network coverage

Check if there's a sufficient signal from any of Things Mobile’s partner operators in the area where the SIM card is located. If coverage is poor or absent, try moving the device to another location.
You can also restart the SIM card by clicking the “Restart SIM card” button in the IoT Portal to initiate a new data session.

Important:

Make sure the remote communication to your SIM card’s public static IP is coming from the source IP address previously approved for your account.

If the issue persists, please run a traceroute and send it to our customer support at support@thingsmobile.com, or use the Support form in the IoT Portal.