Troubleshooting

If you're experiencing trouble with your modem or service please follow this troubleshooting guide. If this does not fix the issue, please contact us via the method mentioned in Step 6 of this guide.

1) Restart the modem by unplugging it for 30 seconds and then plugging it back up.

2) If restarting did not correct the issue, please check all ethernet, antenna, and power cable connections for the modem. Additionally, make sure that the SIM card is inserted securely in the bottom of the modem.

3) If step 2 did not resolve the issue, please log in to the modem settings page by opening a web browser and visiting http://192.168.8.1. The password for login is printed on the modem label (the admin password). You will be directed to the following page:

Depending on which service you have, follow the procedure listed below:

AT&T

Click on Manual Setup, set the APN to "broadband", make sure "...cdc-wdm..." is selected as the device, and click Apply. Wait up to 2 minutes for the modem to connect to the AT&T network.

T-Mobile

Click on Manual Setup, set the APN to "fast.t-mobile.com", make sure "...cdc-wdm..." is selected as the device, and click Apply. Wait up to 2 minutes for the modem to connect to the T-Mobile network.

4) If the modem is connecting to the internet but has slow speeds now, please try the following:

Reboot the modem and see if the issue is resolved. If your speed is not improved, try changing the 4G band using the following procedure: Changing and Testing 4G Bands.

5) If the modem is not connecting to the internet at all after Step 3, please do the following to perform a hard reset:

From the main "Internet" page (displayed in the image in Step 3), click "Disconnect" or "Abort" and wait 15 seconds. Next, click "AT Command" and select the "Hard Reset Modem" shortcut then click "Send". Wait approximately 30 seconds. Click "Manual Setup", enter the corresponding APN mentioned in Step 3, then click Apply and wait up to 5 minutes for the modem to establish a connection.

6) If following the troubleshooting guide does not resolve the issue, please contact us at support@aeoninnovations.net and include "Tech Support" in the subject line.

It may take up to 24 hrs to receive a response. If possible, please also attach a picture or screenshot of the "Internet" modem settings page shown below. If we are unable to resolve the issue remotely, we will either provide a replacement modem or refund a prorated billing charge for any downtime.