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Troubleshooting "No Internet/Data" Issue with Proxidize MX2 Modems
Troubleshooting "No Internet/Data" Issue with Proxidize MX2 Modems
Saif Shisha avatar
Written by Saif Shisha
Updated over a week ago

Encountering a "No Internet/Data" issue with your MX2 modem can be frustrating, but there's no need to worry. This article will guide you through a series of troubleshooting steps to help you identify and resolve the problem. Please follow these steps to ensure a smooth and reliable internet experience with your modem.

Step 1: Ensure the SIM Card has a Hotspot Plan (ONLY if your kit is hosted in the US)
Many customers face connectivity issues because their SIM card may be topped up with credit, but it needs a hotspot plan activated. To resolve this:

1. Check with your carrier to ensure the SIM card has an active hotspot plan.
2. If not, top up the SIM card with a valid hotspot plan provided by your carrier.

Step 2: Verify SIM Card is not PIN-Locked
A PIN-locked SIM can prevent the modem from connecting to the internet. To check and unlock the SIM. Please refer to the article here to unlock the modem

Step 3: Confirm SIM Card Activation
Test the SIM card inside a phone to ensure it is activated and can connect to the internet. Keep in mind that a successful connection in a phone does not guarantee the modem's functionality due to varying antenna capabilities.

Step 4: Verify APN Settings on the Modem Interface
Verifying the Access Point Name (APN) settings on the modem's interface ensures proper connectivity. Follow these instructions to access the modem's interface, locate the APN settings, and confirm if they match the carrier's recommended APN.

Connect to the Modem Interface:
Please refer to the article here to connect to your modem's interface.
If prompted, enter the appropriate login credentials to access the modem's settings, set to "admin" by default.

Access the APN Settings:

Once logged in, locate the "Profile Management" section on the modem's interface

Verify APN Settings:
In the "Profile Management" section, find the current APN settings listed on the modem.
Compare the identified APN settings with the official APN information provided by your carrier. You can find this information on your carrier's website or by contacting customer support.

Update APN Settings (if necessary):
If the modem's APN settings do not match the carrier's recommended APN, update the settings accordingly. You would need to disconnect the data on the SIM through the modem's interface, create a new connection profile with the correct settings, assign it to the default profile, and reconnect the data on the SIM afterward.

Test Connectivity:
After updating the APN settings, perform a connectivity test to ensure the proxy works as expected.

Step 5: Test with a Working SIM Card
Insert a working SIM card into the modem to rule out any hardware-related issues. The problem may lie with the original SIM card if the working SIM connects successfully.

Step 6: Test in Different USB Ports
Connect the modem to different USB ports on your device or computer. Sometimes, connectivity issues can occur due to a malfunctioning USB port.

Step 7: Try a SIM from Another Carrier
If possible, test the modem with a SIM card from a different carrier. This will help determine whether the issue is specific to the carrier or the modem.

Step 8: Consider Signal Strength and Location
Sometimes, the "No Internet/Data" issue with your MX2 modem may be caused by weak signal strength in your current location. To address this concern:

1. Check the signal strength indicator on the modem or software interface. If the signal strength is low, it may lead to connectivity problems.
2. Relocate the modem to a different area within your premises to improve signal reception.
3. Avoid placing the modem near obstructions, metal surfaces, or electronic devices that may interfere with signal reception.
4. If possible, test the modem in a location with a known strong signal to determine if the issue is related to the signal strength at your current location.

Note: If you tested the SIM card in a phone and it showed a connection, it cannot be directly compared to the modem's performance. The antennas used within modems are less powerful than those found in mobile phones, which could result in differing signal reception capabilities.

Step 8: Contact Proxidize Support
If you've tried all the above steps and are still experiencing the "No Internet/Data" problem, please don't hesitate to reach out to our dedicated Proxidize support team for further assistance.

Our expert support team is here to help you resolve any technical issues you may encounter with your MX2 modem.

When contacting our support team, provide a detailed description of the issue, the troubleshooting steps you have already taken, and any error messages you may have received. This information will aid our support team in diagnosing the problem accurately and providing you with a timely and effective solution.

By following these troubleshooting steps, you can often resolve the "No Internet/Data" issue with your MX2 modem. Check for hotspot plan activation, ensure the SIM is not PIN-locked, and test with a working SIM to rule out potential issues. If the problem persists, reach out to our knowledgeable Proxidize support team, and we'll be happy to assist you in restoring your modem's connectivity.

We are dedicated to providing you with a seamless internet experience, and your satisfaction is our top priority.

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