Mobile data device diagnostic info

Overview: in order to assist with diagnosing signal/IP throughput symptoms with mobile data SIMs and devices we need a minimum set of information. If you are a reseller or IT support to the end user, please be sure to include this if you need our assistance. This applies to 3G, 4G (LTE) and 5G.

• Device
  

  Make
  Model
  Antenna (Internal / Ext. indoor / Ext. outdoor)
  Antenna type, make & model (example: Ponyting XPOL-02 directional)
  Description of antenna mount location, inc. cable length (example: 5m cable to gable, above ridge line)

  
  
• SIM
  

  ICC ID (Integrated Circuit Card Identifier) or MSISDN

  • Displayed in most routers on the device information page
    • Example for Teltonkia 950: https://wiki.teltonika-networks.com/view/RUT950_Network#Mobile
    • Example for Mikrotik devices: https://wiki.mikrotik.com/wiki/Manual:Interface/LTE
    • Most Huawei routers: Settings > System > Device information
      • "My number: " shows the MSISDN (ICC ID not usaully displayed)
  • Printed on the SIM itself: https://internetservices.freshdesk.com/en/support/solutions/articles/5000822321-sim-markings-and-apn-settings
    
    
• Location

  1st line of address (or exact GPS coords; Lat/Lng)
  Postcode

  
  
• Cellular network (see https://internetservices.freshdesk.com/en/support/solutions/articles/5000814644-lte-bands-and-signal-strength)
  

  Cell ID (decimal or hex number)
  Band (or frequency)
  RSSI or RSRP (aka. "signal"; a negative dBm value ex."-88")
  WAN IP address

  • Displayed in most routers on the device information page
    • Example for Teltonkia 950: https://wiki.teltonika-networks.com/view/RUT950_Network#Mobile
    • Example for Mikrotik devices: https://wiki.mikrotik.com/wiki/Manual:Interface/LTE
    • Most Huawei routers: Settings > System > Device information
    • Useful tool for finding masts based upon Cell Id data: https://cellidfinder.com/
• APN
  • See https://internetservices.freshdesk.com/en/support/solutions/articles/5000822321-sim-markings-and-apn-settings for correct APN
• Local network (LAN)

  Router IP address (such as 192.168.8.1)
  Subnet mask (usually 255.255.255.0)
  DHCP enabled? (usually Yes)

  
  
• Symptoms and diagnostics

  Please describe any symptoms and diagnostics results that may help us to understand the problem, and any tests already undertaken

We have provided a text version of the above form, to make it easier to Copy & Paste into any tickets that you submit to us. Feel free to Copy the following:

### DEVICE ###
Make: 
Model: 
Antenna (Internal / Ext. indoor / Ext. outdoor): 
Antenna type, make & model: 
Description of antenna mount location, inc. cable length: 

### SIM ###
ICC ID: 

### LOCATION ###
Address or GPS coords: 
Postcode: 

### CELLULAR ###
Cell ID: 
Band (or frequency): 
RSSI/signal (-dBm): 
WAN IP: 

### APN ### (Delete as appropriate)
APN: [auto (not set) | mobile.o2.co.uk | 3internet | everywhere | internet]

### LAN ###
Router IP: 
Subnet: 255.255.255.0
DHCP: Enabled

### Details ###
Symptoms and diagnostics results: