This article is for Telkom LTE customers who have no internet connectivity. Work through the quick checks and the four troubleshooting steps below in order. Most LTE connection problems are resolved by one of them.
Before you start, three quick checks
Before troubleshooting the router itself, rule out the three most common non-hardware causes of a dead LTE connection.
Check your data balance. If you are on a capped LTE package and your data is depleted, your connection will stop working even though the router is fine. You can check your balance and top up, or add a recurring bolt-on top-up, via the Telkom website or mobile app.
Check your account status. If a debit order was returned unpaid or your account is in arrears, Telkom may have suspended your service until the outstanding amount is settled. If you suspect this, check your Telkom account before continuing.
Check for a network outage. If your connection dropped suddenly and neighbours or colleagues on Telkom LTE in your area are also offline, there may be a temporary network outage or tower maintenance in your area. In that case, no router troubleshooting will help, and the connection will restore once the network issue is resolved.
Step 1: Restart your router
A simple restart clears the router's memory and forces it to re-establish its connection to the Telkom LTE network. It is the quickest fix and resolves the majority of connection drops.
Switch the router off at the power button or at the wall, and leave it off for about 30 seconds.
Switch it back on and give it 2 to 5 minutes to boot up fully and reconnect to the nearest LTE tower before testing your connection again.
Step 2: Remove and re-insert your SIM card
A SIM card that has shifted slightly in its slot, or that has dust on its contacts, can cause the router to lose its network registration entirely.
Power the router off first before removing the SIM. Removing a SIM from a powered-on device can corrupt its registration on the network.
Remove the SIM card, check that it is clean and undamaged, and re-insert it firmly until it clicks into place.
Power the router back on and allow it a few minutes to re-register on the Telkom network.
Step 3: Move your router away from sources of interference
Bluetooth devices and microwaves operate in the same 2.4GHz frequency range as your router's Wi-Fi signal, and can interfere with it badly enough that connected devices appear to have no internet at all.
Move your router away from Bluetooth devices and microwaves, as well as other common culprits like baby monitors and cordless phones.
Position the router well. An elevated, open spot, ideally near a window and away from thick walls and metal surfaces, improves both the LTE signal the router receives and the Wi-Fi signal it broadcasts.
Step 4: Reset your router
If none of the above has restored your connection, reset the router to its factory settings.
Press and hold the reset button for 10 seconds, then release. All lights will go off and come back on periodically while the router resets and reconnects.
Note before you reset. A factory reset returns the router to its default settings, so any custom Wi-Fi name or password you set up will revert to the defaults printed on the router's label. You will need to reconnect your devices using those details.
Still no connection?
If you have worked through all four steps and your Telkom LTE service is still down, the problem may be on the network side or with the SIM itself. Log a ticket at service.dsltelecom.co.za
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