Error Codes (WiFi Device)

Modified on Mon, 29 Sep at 5:48 PM

If you have purchased a WiFi device and you're receiving an error code, please ensure that you have submitted an Activation Request for your WiFi plan.

Please also check your Mobal online account (MyAccount) to ensure your activation request has been processed and that the status of your WiFi device has changed to "Active".

If you have completed the checks above but you're still receiving an error code however, please refer to the information below.

Error Codes Explained

If you're receiving a “Code 5”, “Code 6” or “Code 7” error and you have only recently submitted an activation request, this may indicate that the activation request for your device has not yet been fully processed.

Activation requests are usually processed within 24 hours but if the issue does not resolve itself after this time (and you have already tried rebooting the device), please contact our support team and we will look into the issue for you.

If you receive a “Code 14” error, this would indicate that the plan is currently suspended. This could be due to you previously deactivating the plan (in which case, you can submit a new activation request from your Mobal account) or because the reactivation request you submitted has not yet been processed. If additional assistance is required, please let us know!

If you receive an error message such as “Code 12”, “Code 18”, “Code 65”, “Code 115” or “Code 116” however, this would suggest that there is an issue with the local connection. This could be due to a poor signal / limited network coverage in the area or due to network congestion.

As an additional test, we would recommend that you disconnect all devices from the Wi-Fi network and then switch your device off for 15 minutes to refresh the connection. Once complete, please switch your Wi-Fi router on again and connect one device to the network to retest.

If the issue persists, we would also recommend that you test the device from different locations in case you are in an area where the connection is poor.

Ongoing Issues?

If you have gone through the steps above but the issue persists (or if you received a different error code to those mentioned above), please send an email to: support@mobal.com

In your email, please include the error code that you have received and your current location so that we can look into the issue further for you.

Please also include your account details such as your Order Number / Contract Number or the IMEI number of your WiFi device.