R850 no internet

Hello,

Can I complete activation on my R850 from my phone or do I have to be on a computer?

I called, the SR and activated the R850 but I couldn't navigate to the myhotspot page to finish set-up. I am connected to the R850 but there is no internet. The SR took me through restarting my phone and using someone else's phone to access the device and they got on no problem they had internet but I still did not even after Renewing Device from someone else's phone.

After giving up on the service rep I tried restarting in safe mode in case it was an app, did not make a difference, and finally went to my CIO and he had me turn off my mobile data and I was able to navigate to myhotspot and go to Settings-mobile settings-and set Cellular Data to On. Still no internet on the R850 and the R850 is saying Not activated but I was able to get to the myhotspot.

Why does the device say it isn't activated?

This is very frustrating. I tried calling a second time and the person I spoke to didn't seem to know enough about the device beyond reading the troubleshooting guide. I need someone who knows the R850 and android to help me.

Thank you

 

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Comments

11 comments
  • You should be able to complete the setup on your phone, but it's likely that you're not able to use the http://myhotspot page due to some DNS settings on your phone or on the hotspot.

    If this is the case, per our troubleshooting guide, try instead to browse to http://192.168.128.1 while connected to the hotspot. This forces your phone to connect using the IP address rather than relying on the hotspot's DNS settings (the part that makes the phrase "myhotspot" work).

    If that doesn't work, let me know and I'll try a fresh setup on my own r850 with a phone to see if we're missing any steps.

     

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  • Sorry for not being specific. I was able to navigate to 192.168.128.1 and I did this: Settings-mobile settings- set Cellular Data to On

    Phone is connected to R850 there is no internet.

    Tried removing sim card and battery, failed, tried restarting phone and R850, failed, tried safe mode restart, failed.

    CIO's iPad was able to connect to R850 and get internet, friends iphone was able to connect to R850 and get internet, my Pixel 2 XL, failed.

    Tried downloading software update: failed (did not download) Current software update: R850.SP.31.1566

    Renewed device: failed.

    R850 says Not activated. Why does the device say it isn't activated?

     

     

     

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  • They get data throughput, so it's likely it's activated but not reporting as such. That shouldn't really have a bearing on connectivity if other devices you're 100% certain are connected to it can access non-Sprint websites like my go-to, nytimes.com (chosen because it changes on the hour or so, so I can tell it's a fresh internet connection and not a cache).

    This is going to sound like a strange question, but are you using any VPN or traffic monitoring apps on your Pixel?

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  • Okay, I just looked at my friends phone again and turned off her cellular data and used only the hotspot: couldn't navigate to apple.com so I don't think it has internet with any device. I think it is either the R850 or the sim card. The first rep had a difficult time with the numbers I gave her. Can we verify that the correct numbers are in the system?

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  • I did a safe mode restart and it still didn't connect. Wouldn't that rule out app issues? 

     

    Sorry for the confusion, I am not familiar with iphones so when I asked my friend if she was connected through my hotspot I took her word for it.

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  • No need to worry! I don't have immediate access to my personal R850 (it's on loan to a friend) but can circle back with you first thing tomorrow morning to verify how to make sure it's activated and gets data. Sound good?

    I'll also be replying to your most-recent help request to go over some account-sensitive details -- we'll get this thing active and serving you data one way or another!

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  • >CIO's iPad was able to connect to R850 and get internet

    I'm guessing there was some time between these connection attempts. Perhaps the SIM was locked and requires PUK or replacement. Should check system log in 192.168.128.1/hidden. Using ting.com's user account device setting page to get the MSL code. I wonder if some corporate repo'd hotspots aren't factory reset properly through the higher interface and have "hands free activation" disabled.

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  • It's unlikely, but even with HFA disabled, you should be able to manually update the profile if you've got the MSL.

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  • So, I have internet now through my R850 Hotspot:

    On my Pixel 2XL Android 10:

    Opened browser and went to: 192.168.128.1 

    Went to: Settings=>Mobile Network=>Advanced=>Login w/Admin PW=>Factory Reset=>MLS#

    The site said it was rebooting and could take more than 2 minutes. Meanwhile the R850 showed that it was activating on the small screen. Once it was done, after a few minutes, the Wifi name had changed from the FranklinWifinnn to R850nnnn.

    I went into my phone settings and connected to the new Wifi name, used the password for the FranklinWifinnn and the R850nnn said connected, no internet just like the start of this whole issue and I was ready to scream (not really), then the FranklinWifinnn showed back up as a network and it said connected and I had a really good signal. Internet is now on my phone!!! Yay, 30GB for $25!!!

    Thanks to Mitch for finding the workaround. Really appreciate it.

    Next hurdle: It's suuuper sloooow...

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  • For reference, the MSL you used is only for your device. Every device will be different, and someone else needs their MSL, just contact us at help@ting.com and we'll get it for you!

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  • Oops, I should have checked. Updated.

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