Spitz Plus GL-X2000 SIM card not registered - but connected

[Grzywa]

Hi, I bought Spitz Plus to replace my Cudy router that was unstable. But I cant get it to connect to 4G.

I'm using Free provider (France) sim card. I got this sim card as backup internet for my fiber connection from free. They use sim and IMEI pairing and it's delivered with "pocket" mini battery powered router with USB modem option. Unfortunately my current home router does not support USB modems - only ethernet as secondary WAN.

So on my previous router I cloned IMEI from this Pocket and it connected without any issues. Except connection was unstable, and I had to reset modem every day - which for backup WAN modem makes no sense at all.

I bout gl.iNet GL-X2000 as I know your routers (I own few, or rather I convinced my family to use them and I administer them). I have also 2 travel routers that I use (Slate 7 and Beryl AX). You may say I'm a fan and loyal customer ;-).

Happy with other products I pulled the trigger on Spitz Plus.

Problem is that it does not register sim card. I changed IMEI to same one as my "pocket" - as I did with Cudy where it worked.

On firmware version 4.7.13 If I'll choose IPV4&6 - no APN - everything else empty - it shows green dot - connected but sim card no registered and there is no data.

On firmware 4.8..2 (beta) - it does not connect at all and sim not registered message is there as well. But one thing that is weird on 4.8.2 is that when I leave APN field empty and I click SAVE. When I open sim card settings again - there is APN name ("free") back in. I erase it again - but it seems software put's it back again each time.

In original "pocket" router APN field was empty, Authentication was on Auto, and there is password with 8 signs - but when I inspect it in Chrome and change field to text - it's eight stars "********".

Also on Cudy router I did not use any authentication and it worked fine. Another thing on cudy - I could whatever APN in APN name => "free" or "Free mobile" - and it worked the same way - it connected with internet.

Hereis how it looks like in UI:

Provider’s router “pocket” has this config:

So like I said there is something in password - but I don’t think it’s real. After all Cudy router connects without issue without any password or authentication configured.

I can attach some logs.

Please help

[Cathy]

Hello, we've received your ticket for this issue. Technical support has emailed you a response, please check.

[Grzywa]

Yes I got it but it feels like this answer was some standard message. Here is what I received:

“Make sure the 4G antennas are connected properly to the router

1. Stop the cellular connection. Click on Manual Setup, manually enter the APN, change IP Type to IPv4, and then apply the settings.
   For Free mobile France, we suggest to set APN to "free"
2. Restart router to see if it helps..”

My message clearly shows that all those steps ware tried and screenshot with excellent signal level confirms that this is not issue with antenna not being attached.

I don’t want to be rude in any way. I just feel this kind of answer that feels like my message wasn’t even read (and I also attached logs and screenshots in my email). It feels disrespectful to a client that spent his time troubleshooting before contacting support. Generated logs, tried different firmware’s . And being ask to attach antenna and reboot router as a reply… I hope you can understand.

[Grzywa]

Small update for anyone who might have similar problem.

First of all big thanks to GL.iNet support for being very responsive over email and for persistence in search for solution.

I was asked by support to collect modem log using script on USB stick.

Despite me failing to collect the log in faulty state - the script did something so the router or modem. And it connects OK to 4G network. Speeds are good. Even after factory reset (from UI) it still connects.

Now It’s important to understand what was wrong as this might be temporary fix or some cosmic coincidence.