Webbing Level 1 Troubleshooting Guide (V21.1)

Source: www.webbingsolutions.com

Step 1: Gather Initial Information

• SIM ICCID
• Make/Model of the device the SIM is being used in
• Device Operating System or Firmware
• Has the device successfully worked with this or another SIM in the past?
• Does the SIM successfully work in another device (proven to work)?
• When did the issue start?
• Confirm the APN setting: which APN is used? (Generally, wbdata for Webbing SIM)
• Confirm that Roaming is enabled on the device
• Confirm the used technology (LTE)

Step 2: Troubleshooting Specific Issues

No Connection

• What is shown on the device? (e.g., No service, Connected, etc.)
• If connected, what carrier is the device displaying? Are there any error messages?
• Ensure the SIM is set to Active in the portal and associated with the production data plan.
• If using a dual SIM device, remove the main SIM and test again with only the Webbing SIM (eSIM or standard).
• Test the SIM in another device, if possible.
• Verify the country is supported in the current data plan.
• Check coverage: Are other devices in the area with the same carrier experiencing no connection?
• Review the Network Events Login MyWebbing for the SIM:
  • Is mobile network registration visible?
  • Is a data session opened on the mobile network?
  • Are any errors visible during registration or connection attempts?

Slow Data Throughput

• Is there any URL filtering applied in the data plan or service plan?
• Check if any usage controls (e.g., those that shape or block traffic) are applied on the SIM or device (refer to the Usage Control Log).
• Check coverage: Are other devices in the area with the same carrier experiencing slow or no connection?
• Determine whether data is slow on all applications or only specific applications.
• Is data slow on one roaming network or across multiple networks?
• Verify the IP address using “what’s my IP” sites.
• Review the Network Events Log for the SIM:
  • Was a data session opened and maintained?
  • Which Packet Gateway (PGW) is the data routed to? (This may be visible in the log and accounting events)
• Perform Speedtest.net (or similar) tests and capture the results.

Intermittent Connection

• Capture timestamps for when the issue occurs.
• Review the network event log corresponding to these timestamps:
  • Was the network registration and data session established or re-established during interruptions?
• Ensure the device is not switching between mobile connection and other networks (e.g., Wi-Fi).
• Confirm the device is not losing coverage when the issue occurs.

Certain Websites/Apps Not Accessible

• Verify if the SIM is on a data plan that applies specific app blocks (e.g., Business Unlimited).
• Check if there is a Service Plan applied on the SIM.
• Review any Usage Control rules that may be active on the SIM.
• Test the resource using another device, an alternative connection method, or a SIM from another provider.

Additional Troubleshooting Items

• Current Usage Consumption Inquiry: Open a ticket with Webbing Account Management via the portal outlining your inquiry.
• Device Doesn’t Power On (MiFi/Hotspot): Refer to the Flow Chart for support on Webbing Spot Devices.

Step 3: Open a Ticket with Webbing NOC

If the issue cannot be resolved using the steps above, please open a ticket with our Level 2 team via the Webbing portal. Be sure to include all the information gathered in Steps 1 and 2. For detailed instructions, please refer to the IamWebbing Administrator Guide on creating a Support Case.

For further assistance, visit www.webbingsolutions.com.