Mobile - Useful Troubleshooting Steps
Orders may say an unbar has completed on Mobile Manager however this is a notification that the Carrier has accepted and is processing the request
Sim Unbars can take up to 24 hours however these usually complete within 2 hours. If a sim fails to unbar after this time period there are a few steps that can kick the sim back into life.
Please ensure the APN details are correct in the device
Power down the router for 1 hour then retest the connection.
Place the sim in an unlocked device and manually roam to the network carrier.
Place a manual bar on the sim then request an unbar - this sends a fresh request to the carrier which can re register the network settings.
If after these steps have been carried out and the sim still isn't working we can Sim Swap the sim to one in our office, we will then test this sim to see if we can connect. If we are able to pass data we will sim swap it back to the original sim.
If this then fails we would need to raise a case with the network. Please fill out this template - Click Here
- then email the file to Support@jola.co.uk
Tariff Changes only take place on the 1st of the month.
Bolt Ons are incremental, this means if you have added a 5GB Bolt On then wish to increase to a 10GB Bolt On this will replace the 5GB.
Orders may say a Bolt on has completed on Mobile Manager however this is a notification that the Carrier is processing the request
Bolt-ons can take up to 24 hours to be added to the sim depending on the carriers backlog of orders however this is generally complete within 2 hours.
Bolt-ons can't be added on the last working day of the month
Sim swaps can take up to 24 hours to be added to the sim depending on the carriers backlog of orders however this is generally complete within 2 hours.
Replacing a Sim in a Managed Router
When swapping a sim in our Managed Routers we recommend Powering down the equipment completely whilst carrying out the sim swap. This is because when you swap the sim whilst the equipment is still live the Device data usage counter doesn't reset.
Jola Customer Service Guide
Please download the attached customer service guide below
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