RUTM20 – Mobile Network Connection

Networking Solutions Issue
1

Dear Teltonika Support Team,

We are facing a mobile connectivity issue with a Teltonika RUTM20 and would appreciate your technical support in identifying the root cause.

Device / SIM Details

Device: Teltonika RUTM20

Original SIM: Ooredoo Kuwait Public IP SIM

APN: b2b.wataniya.com

Authentication: None

SIM Slot: SIM 2

Issue Observed

The Ooredoo SIM works normally in a mobile phone with good 5G Internet performance. However, when inserted into the RUTM20, the connection is unstable.

At different times, the router shows:

  • Operator: Ooredoo / sometimes N/A

  • Operator state: Searching / Denied

  • Network type: 5G (NSA)

  • Data connection: Sometimes Connected, but then disconnects

  • IP address: Sometimes unavailable

  • APN: Sometimes displayed as N/A in the status page

The router is detecting the Ooredoo network and LTE/5G cells, but it cannot maintain a stable data connection.

Troubleshooting Already Performed

We have performed the following steps:

  1. Hard reset the RUTM20 to factory defaults.

  2. Reconfigured the Ooredoo SIM manually.

  3. Disabled Auto APN.

  4. Configured APN as:b2b.wataniya.com

  5. Set Authentication Type: None.

  6. Set Mode: NAT.

  7. Set Protocol: Mobile.

  8. Checked the SIM status – SIM is detected correctly.

  9. Confirmed the SIM works normally in a mobile phone with 5G Internet.

  10. Checked the mobile status and cellular parameters.

  11. Checked and reconnected the cellular antennas.

  12. Tested the router outside/with better positioning.

  13. We also inserted a different personal SIM with an active Internet/data plan into the RUTM20. The same connectivity issue occurs, which indicates that the issue may not be related specifically to the Ooredoo Public IP SIM/APN.

Additional Important Test – RUT951

We also have another Teltonika router, RUT951.

We inserted the same Ooredoo Public IP activated SIM card with the same APN/service into the RUT951.

The RUT951 works normally and maintains a stable Internet connection using the same SIM.

We would appreciate your guidance on the recommended troubleshooting procedure and the next steps to identify the root cause.

Best regards,

Mohamed Thalif
Aspire General Trading Co.
+965 69097670

3

Hello @MohamedThalif,

Apologies for the delayed response.

To better understand the situation and identify the possible cause of the issue, could you please provide us with the following information:

  1. In the device WebUI, navigate to Status → System and provide the Product code and Firmware version.
  2. In the device WebUI, navigate to Status → Network → Mobile. Are the RSSI, RSRP, RSRQ, and SINR signal values visible? If so, please provide the current values.
  3. Are you seeing or receiving any ESM or EMM rejection notifications in the device WebUI? If so, please provide the reject cause. These notifications can be found by clicking the bell icon in the top-right corner of the WebUI.
  4. Please let us know what type of antennas you are using. Are you using the antennas supplied with the device, or are you using third-party antennas?

As a troubleshooting step, you can also try changing the PDP type to IPv4. To do this, navigate to Network → WAN, click Edit on the interface associated with the SIM card, and under General Settings, set the PDP type to IPv4.

The information above will help us better understand the situation and determine the possible cause of the issue.

We look forward to your response.

Best regards,
P.