THIS ARTICLE CONTAINS IMPORTANT INSTRUCTIONS REGARDING YOUR B500 DATA PLAN. THIS PLAN REQUIRES YOUR ACTION IN ORDER FOR THE SIM CARD TO WORK IN THE PEPWAVE PROPERLY. PLEASE MAKE SURE TO READ THE ENTIRE ARTICLE TO AVOID DELAYS OR INTERUPTIONS TO SERVICE. 



TABLE OF CONTENTS

Products Covered

  • MobileMustHave Wireless Data Plans
    • B500- 500GB Data Plan (AT&T Network)

Summary

Welcome to your new MobileMustHave cellular data plan. This article will walk you through the activation process and help you get started with your new data plan. It will also answer common questions about the plan including setting up your modem, how to set up payments, suspending or canceling service, and more. Let's get started. 


Activation Process

Your sim card will arrive active and ready to use upon delivery. You should have received an email with further instructions to the email address used at checkout. Search for emails from [email protected] and make sure to check your spam filter as well if you can't find the activation email.  Example below. 



If you cannot find the email you can manually open the activation ticket on our customer service portal. Visit http://support.mobilemusthave.com and log in using the email address you used at checkout. Make sure to use the same email address. If you do not have your password, click the reset password button and a password reset link will be emailed to you. See screenshots below.


 

Once logged in click the ticket section and open your activation ticket. Follow the instructions within the ticket to step up your sim card in the Pepwave.



Pre-Activated Sim

B500 sim cards are activated the day it arrives at the shipping address and your 30 days of pre-paid time starts when your sim arrives. To begin using your service, follow the steps outlined in the email or below.


Review the below video for an overview of the setup instructions below. 



Set up Your Pepwave & Install Antennas

Once you have received your sim card and the email, it is time to set up your Pepwave. Install all of the antennas on the device. Note the center pin is reversed on certain antennas depending on if they are for WIFI or Cellular so take your time. They are the correct antennas so if it doesn't fit, it's likely your using the wrong antenna for that port. We recommend testing data plans with the black short antennas that came with the router for initial troubleshooting. Once things are working you can switch to a roof antenna. This will make things easier to troubleshoot as there are fewer variables with the stock black antennas. A complete guide to setup your Pepwave is available here: Pepwave Setup Guide


Installing your SIM Card (After Activation is Confirmed) 

Only install your SIM card AFTER MobileMustHave.com has confirmed via email that it has been activated. If you insert the card before, it may register on the wrong network and this will require you to purchase a new sim causing further delay. If you see a message asking you to activate service from the carrier, your sim is not activated and should be REMOVED from the Pepwave.  Make sure to install the correct size sim card. If you are not sure what size sim your router takes, always try the largest size first. Pepwave's take either full size or nano sim cards and you cannot extract a smaller sim if accidentally installed without returning the device for a repair fee. 


Make sure to install the correct size sim. Always assume the largest size to avoid loosing sim in the device! Check your device specifications for sim size.


 Follow the video instructions below on how to install the sim card or change the size if needed. 

Setting the APN

The B500 MobileMustHave data plan requires a CUSTOM APN. Follow the instructions below. 


YOUR PLAN WILL NOT WORK IF YOU SKIP THIS STEP. FOLLOW THE INSTRUCTIONS LINKED BELOW to set the APN. 



B500 Plan (AT&T) APN

Troubleshooting Connectivity

If you are having issues connecting, common issues are listed below. 


Connection Status Stuck on Obtaining IP

To resolve the "obtaining IP" error please do the following: 

  • Reboot the router by removing the power, reconnect after 5 minutes, and wait 5 additional minutes for device to boot up. If you see a SOLID green cellular light, the modem has connected, reboot computers/devices if the internet is not working. 
  • If you do not see a SOLID green cellular light, proceeded to the next step.
  • Ensure you have read the APN instructions correctly and set the custom APN. The link to the instructions are above. 
  • Verify your antennas are installed properly and secure. If you have installed a roof antenna, remove it and install the small black antennas included with the modem temporarily for testing. 
  • Try moving 5 miles to a new location, and avoid delays by ensuring it is not simply a location issue where cellular coverage is not adequate. 
  • Verify sim card has been installed properly. More info on this topic above.


After trying the above troubleshooting steps,  if the device does not connect, and you still see Obtaining IP for more than 5 mins, please send us an email at [email protected] to let us know that you are not able to connect. Please also include a Screenshot of the main Dashboard Summary page and the full Cellular Details page. In very rare cases, your new line may not get the APN provisioned correctly by the cellular carrier.  We can refresh this to resolve the issue.


Setting up Recurring Payments

The card used to purchase the plan will be placed on auto-pay. You may update your payment information at any time by clicking the "My Account" tab and then "Manage Subscriptions" at MobileMustHave.com.  


If your your automatic payment does not go through we will contact you to set up payments. If you do not set up payment within two business days your line will be suspended. If payment is still not made two business days after your line has been suspended, your line will be cancelled. If your line is cancelled you will require a new sim card and a new line. You will need to re-purchase the plan and be shipped a new sim card so make sure to avoid suspensions for non-payment. Activation fees will apply for lines that are cancelled due to non payment.  

Billing Dates and Data Reset Dates

Your billing date will be every 30 days from the date your plan becomes active (the day the sim is delivered). The data usage will reset on the 18th of the month.

Data Usage Monitoring on a Pepwave

Since this plan does have a data cap, you can use your Pepwave to manage your data usage and alert you before you run out of data.   Use the links below to be taken to articles explaining this process step by step.  


Monitoring Data Usage & Setting Bandwidth Allowance on Pepwave

Monitoring Bandwidth Usage and Setting Individual Device Limits

Enabling Email Notifications on Pepwave Devices


Requesting Cancellation 

If you wish to terminate service for the plan you may do so at any time. Cancelled plans do not receive a prorated refund and the service will not function as soon as it is terminated. If you wish to use the service for the remaining billing cycle, please do not cancel your plan until 24-48 hours before the next billing date. To cancel, please email [email protected]


Requesting Re-activation 

Due to our contracts with our vendors we do not have a way to pause subscriptions without canceling them. To reactivate service simply purchase a new plan at mobilemusthave.com. We will send you a new sim card and restart the process from the beginning. Please note: Not all plans may be available to re-purchase. 


Avoid Getting Suspended

Avoid getting suspended by making sure to follow our Terms of Service. Here are some additional steps to follow to avoid issues with your data line. 


Pepwave Devices Only From MobileMustHave.com: Only devices purchased from us are eligible for use on our data plans. If you are found using another device your line will be suspended and cannot be re-activated. 


Track Your Usage:  Take advantage of Pepwave data monitoring, which has detailed usage and tracking dashboards to help you monitor your usage. Articles on this are linked above. 


Use One Email Address: Please use the same email address to order service and when signing up for your monthly payments. Your email address is used to cross-reference billing information and customers who use multiple email addresses for purchases can experience issues if the email addresses do not match the original purchase address. We recommend that customers stick to one email address to simplify the support experience for everyone. 


Pay Your Bill: By far the most common reason customers are suspended is due to issues with their payment source. Avoid using a debit card that might get declined inadvertently (and debit cards are inherently more risky than credit cards since they have fewer cardholder protections). Double check when your card is expiring and keep your payment information current.  Always check to ensure your account has been debited each month. 


Requesting Assistance

If you feel you are not getting anywhere or there is another issue you can always reach out to our team directly by initiating a ticket here on the support portal or by emailing [email protected]


Thank you for being the best part of MobileMustHave.com!