Slow Speeds

High Speed Data Allowance

If the cellular data connection is slow, this may indicate that you have exceeded the high speed data allowance included with your plan.

For instructions on how to track your data usage and confirm if you have exceeded this allowance, please visit the following link: Data Tracking Guide

If speeds are slow due to you exceeding your allowance and you wish to increase your allowance, please visit the following link for additional information: Increasing Allowance Guide

Ongoing Issues

If you have not yet exceeded your allowance but you are still receiving slow speeds, please also ensure that your device is configured correctly for cellular data access: Data Setup Guides

We would also suggest that you reboot your device (to refresh the connection) and that you test the connection from a different location in case there is a local network issue / the issue is coverage related.

Need Further Assistance?

High Speed Data Allowance

If your connection speeds have reduced, this may indicate that you have exceeded the high speed data allowance included with the service (the data allowance will vary depending on the specific SIM you purchased).

Please note that we do not offer a data tracking option for this particular product and so if you wish to keep track of your usage, the only solution would be to utilize a tracker on your device as explained here: Data Tracking Guide

If you have exceeded your allowance and still require access to high speed data, the only solution would be to purchase a new Data-Only SIM Card directly from the Mobal website.

Fair Usage Policy

If the network receives reports of a high level of usage within a short time frame (usually in excess of 3GB of usage per day), the network may also apply their fair usage policy and restrict your connection speed for 24 - 48 hours.

This restriction would only usually be applied for the following day but if 500MB of data or more is used during this day (while the connection speed is restricted), this restriction may be applied the next day as well.

Once the restriction has been applied, basic internet access would usually still be available (for services such as loading simple web pages, sending an email etc) but results may vary.

If the policy is applied, we would recommend that you disable data for 1 full day (or ensure that you use no more than 500MB of data for one full day) and we would then expect the restriction to be removed the following day.

Ongoing Issues

If you do not believe that you have exceeded your allowance (or that the networks “Fair Usage Policy” has been applied) but the speed issue persists, please also ensure that your device has been configured correctly for cellular data access: Data Setup Guide

If all settings appear to be correct, we would also recommend that you reboot your device (to refresh the connection) and that you test the connection from different locations as a precaution (in case there is a local network issue / the issue is coverage related).

Need Further Assistance?

If you have completed the checks above but the issue persists, please send an email to support@mobal.com containing your account details and the following information -

• The make / model of your device and your current location
  
  
• Screenshots confirming that the correct APN (Access Point Name) profile settings have been installed
  
  
• Screenshots confirming that your device is configured to prioritize the 4G LTE connection
  
  
• A screenshot of the 'SIM Management' menu on your device (the section that shows all installed SIMs / eSIMs and the preferred SIM for data services)
  
  
• Please also perform some speed tests (preferably at different times / locations for comparison) and provide us with screenshots of the results

High Speed Data Allowance

If the cellular data connection is slow, this may indicate that you have exceeded the high speed data allowance included with your plan.

For additional instructions on how to track your data usage and confirm if you have exceeded this allowance, please visit the following link: Data Tracking Guide

If speeds are slow due to you exceeding your allowance and you wish to increase your allowance, please visit the following link for additional information: Increasing Allowance Guide

Ongoing Issues

If you have not yet exceeded your allowance but you are still receiving slow speeds, we would recommend that you disconnect all devices from the WiFi network and switch your WiFi device off for 15 minutes (to refresh the connection).

Once complete, please switch the Wi-Fi unit back on and connect one device to the Wi-Fi network to retest the connection. 

If there is still no improvement, we would also recommend that you test the device from different locations in case there is a local network issue / the issue is coverage related.

Need Further Assistance?

If you have completed the checks above but the issue persists, please send an email to support@mobal.com containing your account details and the following information -

• Your current location
  
  
• The number of devices that are usually connected to the WiFi network
  
  
• The approximate date the issue started and details of any changes you made around that time (such as to your location or to the connected devices etc)
  
  
• Please also perform multiple speed tests (preferably at different times / locations for comparison) while only one device is connected and provide us with screenshots of the results