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Open ticket Give us a call Basic troubleshooting Hardware replacement

Open a support ticket

Contact our global support team using the form below or send us an email at support@bluewireless.com.

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24/7 global
support

Blue Wireless provides 24/7 support from our Global Service Centre. For phone support, reach out via one of the numbers below:

Asia & Middle East

+65 800 101 4625 / +60 3 5870 3122

Australia & New Zealand

+61 2 8046 4644

Europe

+ 31 207975436

Americas

+1 804 331 2298

United Kingdom

+44 2033454791

Basic troubleshooting guide

Important note

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

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

Step 01: Physical Checkup

Power: Make sure the device is turned on and receiving power.

Cabling: Check that all essential cables are plugged in properly and not loose.

Antennas (if any): Ensure any attached antennas are in a normal, upright position and not damaged.

Indicator LED Lights: Confirm the lights on the device look normal (e.g., typical “active” colours – blue, green) and not showing warning colours – amber, red.

Device Placement: Ensure the device is placed in a stable, unobstructed, and safely secured location.

Step 02: Network Checkup

Connectivity Test: Try loading a commonly used website to see if the connection is working (e.g., www.google.com).

Signal Observation: If the device uses wireless or mobile signals, check that the signal strength appears reasonable.

Management Portal/App: If a dashboard or app is provided, quickly review the status to confirm it is showing “connected” or similar wording.

Step 03: Starlink Basic Checkup

Power: Confirm that all equipment, including the outdoor unit and the power supply unit (PSU), is switched on and receiving power.

Cabling: Ensure the main cables between the PSU, outdoor unit (dish), and indoor router are securely connected.

Outdoor Unit (Dish): Check that the dish has a clear, unobstructed view of the sky and is positioned safely without any obvious physical blockage.

PSU: Make sure the PSU shows normal behaviour, LED indicator lights is on – solid white (no unusual noises, smells, or signs of damage).

Indoor Router: Confirm the router’s indicator lights appear normal, with no warning or error lights.

Connection Status: If available, review the basic status through your management app or portal to see if the service appears “online.”

Basic Test: Try opening a common website to verify that connectivity is present.

Hardware replacement

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.

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