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Section 9: Troubleshooting
This section covers common technical support questions and
solutions.
Technical Support
If you experience any issues with your device, visit us at the
HotSpot website
http://support.t-mobile.com/welcome
Customer Service at 1-877-453-1304.
Connection Tips and Tricks
The following are a few common troubleshooting issues and
possible solutions.
I can't get any network signal appearing on the main screen.
•
Your microSIM card may be improperly installed. These cards are
commonly inserted in the wrong orientation. Remove the card and
re-attempt a proper insertion.
•
If your microSIM card is properly inserted and you still can't get a
network connection, call customer support and confirm your
account is active and there are no issues.
44
I can't connect to the Wireless HotSpot using the provided
password.
•
Underneath the back cover is the device's default SSID (wireless
network name) and the default password. This password is used
to connect your Wi-Fi enabled device to the HotSpot.
or contact
•
If the sticker information is not accepted make sure your CAPS
Lock is not on and you enable the "Show password" feature on
your target device.
•
The HotSpot's default password is the last 8 digits of the IMEI.
How do I reset the device back to Factory Default via the Web
Portal?
•
Access the Web portal and select Configuration g Tools tab.
•
Scroll to the bottom of the page and select the Factory Reset
button.
•
Follow the on-screen instructions to complete the process.
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