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Home > Pocket Wi-Fi > FAQ: Signal-Pocket Wi-Fi (no internet)
UPDATES
9/11/2024
🆕 Free exchange is now limited to AU50GB3D JT301 only.
🆕 If a customer wishes to switch to AU50GB3D X11 (or X12), an additional fee of 2,000 + 700 will be incurred.
8/29/2024
Free exchange is now limited to AU50GB3D JT301 only.
If a customer wishes to switch to AU50GB3D X11 (or X12), an additional fee of 1,000 yen + 700 yen will be incurred.
6/14/2024
Changing the plan from AU UNLIMITED 5G (50GB/3 days) WiFi starting from arrival on Oct. 14, 2023, to a 100GB plan or another plan is FREE of charge if the signal does not support it within 7 days. Please ask for approval in the #mur-discount-confirmation channel. The deposit will follow the new plan (e.g., if changing to the 100GB SIM, the deposit will be 3300 yen).
Why does my pocket Wi-Fi not have internet?/My pocket Wi-Fi is not working, why?
Note: You can choose your own wordings and way of explanation as long as you are following the company's Rules and Regulations
Check signal in Kintone
If signal stopped and resume requested - it will take 2-3 2-4 business days before signal resumes
Ask to restart the device or reset the device (refer to Pocket Wi-Fi settings).
Ask to re-insert sim card to reboot (applicable for device with sim card)- Cloud Air Black and White has no sim card)
Data reset to 0 is every 1st day of the month
Cannot add GB on existing plan, unless will avail change plan (please refer to change plan tab; change plan fee applies)
Ask to run speed test https://fast.com/
If still no signal after trouble shooting- make a report in All Request tab.
Ask customer to reset data usage if not reset to 0 manually
Ask customer if there is no signal problem depends on the provider on their area/location
Refer also to Replacement Rules
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