THIS ARTICLE CONTAINS IMPORTANT INSTRUCTIONS REGARDING YOUR P500 or P1000 DATA PLAN. THIS PLAN REQUIRES YOUR ACTION IN ORDER TO ACTIVATE THE SIM. PLEASE MAKE SURE TO READ THE SECTIONS ON YOUR PLAN ENTIRELY TO AVOID DELAYS OR INTERUPTIONS TO SERVICE. 


TABLE OF CONTENTS


Products Covered

  • MobileMustHave Wireless Data Plans
    • P500 - 500GB (T-Mobile Network)
    • P1000 5G - 1000GB (T-Mobile 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

Upon delivery of the SIM card, you should have received an email regarding activation 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. The email will be titled 'MMH Cellular Activation Next Steps for ___ Data Plan'.


 After reading the full email, please click the "MMH Data Activation Form" toward the bottom of the email to request activation. Example below. 



Clicking the 'MMH Data Activation Form' link in the email will direct you to pop-up browser to our support portal with a simple questionnaire to complete.


 First, you will select the line you wish to be activated. Then, click Okay or press Enter.


From here, select YES to have your plan activated. You must click SUBMIT after answering your activation question.



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. If you do not have your password, click the reset password button and a password reset link will be emailed to you. See the screenshots below.


 

Once logged in, click the Ticket section and open your activation ticket. Follow the instructions within the ticket to accept the terms and request activation.




Wait Until Activation is Confirmed

Your activation will be processed within 24-72 business hours once we receive confirmation from you that you are ready to activate by following the steps above. You will receive a "Congratulations" email when your plan/SIM is active and ready to be used. This will also include basic instructions to get your SIM working in your Peplink, for more in-depth steps, please continue below.


Once you have received your SIM card and the email, it is time to set up your Peplink. 


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 when installing to make sure everything is secured properly. If it doesn't fit, you're likely 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 Peplink is available here: Peplink Setup Guide


Installing your SIM Card (After Activation is Confirmed) 


Peplink devices accept full-size or nano SIM cards. 

If you are unsure which size your router accepts, ALWAYS start with the biggest size first. 


Please note the following:
  1. SIM cards can be in a variety of sizes. The correct size for your router will fit perfectly with almost no extra space on either side.
  2. You will notice two slots per modem. The metal piece of your SIM should be facing the other SIM slot in that modem. This means if it is in the top slot, the metal piece should face down and if it is in the bottom slot, the metal piece should face up.
  3. When inserted, the SIM card should audibly click into place and should be flush with the router. If it is poking out, it is probably not inserted correctly.

Make sure to install the correct size SIM card into your device. Always assume the largest size to avoid losing SIM card in the device! Check your device specifications for SIM size.


If you insert a nano SIM card into a device designed for full-size SIM cards, you will need to send the device in for repair which will incur a fee and may cause damage to the device not covered by warranty.


Please review the video below for instructions on how to properly insert your SIM card:



Setting the APN & Connecting to your Data Plan


P500 & P1000 Data Plan

The P500 and P1000 MobileMustHave Data Plan has an Automatic APN setting. Once inserted into your powered Peplink, it will connect to a tower by automatically applying the appropriate APN on the back end. It is suggested and preferred to keep the APN setting to AUTO. 


If you have any issues getting connected, you may need to manually apply the APN settings. Please follow this guide:


Troubleshooting Connectivity


If you are having issues connecting, common issues are listed below. Please note that most data plans should connect right away, as long as the APN has been correctly inputted and the plan is activated. Since your device is likely right out of the box, be sure to give it a couple of minutes to update after confirming the settings are correct.


Before proceeding, please ensure that your have received the 'Cellular Data Activation Complete - Important Instructions' email confirming that your data plan has been sucessfully activated. Follow the steps in the previous section to confirm.



Connection Status Stuck on Obtaining IP

To resolve the "Obtaining IP Address" status error, please do the following: 

  • Reboot the router by removing the power, reconnect after 5 minutes, and wait 5 additional minutes for the 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, proceed to the next step.
  • Login to your admin panel using this guide here.
  • Ensure you have read the APN instructions correctly for your applicable data plan.
    • If your device is not reading the APN automatically, follow the APN settings guide above to manually apply the custom settings. 
  • Verify your antennas are installed properly and securely. If you have installed a roof antenna, remove it and install the small black antennas included with the router 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 the 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 minutes, 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 the support portal on MobileMustHave.com.  


If 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 canceled. If your line is canceled, 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 canceled 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 data usage will reset on the 1st of each month for all P-Series plans. 


You can use your Peplink 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 Peplink

Monitoring Bandwidth Usage and Setting Individual Device Limits

Enabling Email Notifications on Peplink Devices


Requesting Cancellation or Suspension of Data Plan  


When you are looking to end your recurring subscription, you have two options:
  1. Cancel the subscription completely. In this case, if you wish to start a plan through us again, you will need to purchase it from our store and you will be subject to a new activation fee. We are constantly working to update our plans with our wholesale partners so we can offer the best pricing and data plans available. This said, while our plans may look different in the future, we will have options for you.
  2. Suspend the subscription with the option to reactivate it in the future. We can use the same SIM you used before to reinstate the plan again. Please note that if you misplace or lose your SIM, you will be responsible for the cost of the replacement SIM and shipping. A reactivation from a suspension does not incur activation fees, but the monthly fee will adjust to the current recurring monthly rate for the plan on our website. However, you will have the option to lock in your current subscription pricing for $10/month while it is suspended. This option does not have an expiration date.
Regardless of which option you choose, please note the following about MMH subscriptions:
  • Once we submit the cancellation or suspension, the line will stop working immediately. If you wish to cancel closer to your billing date, please send us an email 24 business hours beforehand and we will cancel the line, as our system cannot process future cancellation dates.
  • Canceled and suspended plans do not receive a prorated refund. To avoid paying for a month that you do not need service for, we encourage our customers to manage the timing of when they send a request carefully. For example, if you pay your recurring bill for the next 30 days of service and cancel 1 week into that month, you will not be given a refund for the remaining 3 weeks.
If you are ever unsure about your billing cycle date, you can visit your account page on www.mobilemusthave.com to check the subscription renewal date, or reach out to our team directly to confirm that for you! 

When you are ready to cancel or suspend your data plan, please reach out to our team at [email protected] for support. 


Requesting Re-Activation 

When you are ready to reactivate your line, you will just need to reach out to us at [email protected] and we will get that set up for you. We typically see reactivation times of roughly 24 hours, but the process can take up to 72 hours to complete. When reaching out to our team, all you will need to do is provide the number of the SIM card that you have on hand. Please note that if you misplace or lose your SIM, you will be responsible for the cost of the replacement SIM and shipping. A reactivation from a suspension does not incur activation fees, but the monthly fee will adjust to the current recurring monthly rate for the plan on our website. However, you will have the option to lock in your current subscription pricing for $10/month while it is suspended. This option does not have an expiration date.


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!