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Blue Wireless
Support

It's our goal for your wireless service to be always-on

and running as you expect.

For technical support, please click on the above options or reach out to our service team via our contact numbers, or by emailing support@bluewireless.com.

Basic Troubleshooting Guide

IMPORTANT!

  1. DO NOT attempt to remove/re-insert SIM cards after the installation as it can damage the router SIM slots and void the router hardware warranty
     

  2. DO NOT shift or remove the installed router to another physical location as the mobile operators’ signal strength can fluctuate and cause an outage on the internet service

 

01

Physical

Checkup

  1. Power: Ensure device is connected and powered on 

  2. Cabling: Ensure any cables that needs to be connected to the corresponding customer router are well connected

  3. Antenna: If paddle antennas are used, ensure it is upright and it is at an angle like a V shape

  4. LED light: Ensure there are blue and/or green LED lights on the router

  5. LED light: Check that there are NO red and/or amber LED lights on the router

(For more information on the LED lights, please refer to this official article - What do the lights on my Cradlepoint Mean?)

02

Network

Checkup

  1. Conduct a Ping Test toward a popular public website (i.e www.google.com) to confirm there is connectivity

  2. Conduct a 3G/4G LTE signal strength check (RSSI, RSRP, RSRQ, SINR) using 3rd party Network Cell Signal apps using your mobile device next to your route

  3. If you are provided with NetCloud Manager (NCM) access, log in and check on the router connectivity status. (You can log in to your NCM account at www.cradlepointecm.com)

  4. If you have requested for a data usage limiter on your service, check if you have exceeded data allowance on the Ethernet WAN or Modem Data Usage indicator on the Dashboard, login to NCM is required for this.

Open a Support Ticket

24x7 Email Support at support@bluewireless.com

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Please include the following details: 

  • Service ID (Located on support tag on the router)

  • Site contact name

  • Mobile/Office number (for callback)

  • Date & time of issue first noticed

  • Brief description of the issue

  • Upload a photo of the router

 

Give us a Call

Singapore

Asia & Middle East

+65 800 101 4625 /

+60 3 5870 3122

Opera House

Oceania

(Australia & New Zealand)

+61 28 046 4644

City Canal

Europe

+31 (0)800 022 9353

New York Office

Americas

+1 804 331 2298

Hardware Replacement

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Note

All our routers have a warranty for replacement.

If you suspect your router is faulty, please engage our support to troubleshoot first. Once we confirm the device is faulty, we will arrange for a replacement.

 

Where can I see my current data usage?

You may login to NetCloud Manager (NCM) to view your data usage in real-time at the router level. If you do not have access, you may email us at support@bluewireless.com for assistance.

Frequently Asked Questions