Troubleshooting No Internet Connection

Pristine Internet Gateway — Customer Guide

If your Gateway appears to be powered on but you have no internet access, work through the steps in this guide before contacting support. Most no-internet issues can be resolved without needing to log in to any settings pages.

Step 1 — Check Your LED

The light on the front of your Gateway tells you what the device is doing.

The WPS button on the back of the Gateway — hold for 5 seconds to correct a solid red LED when internet is working.

Step 2 — Reboot the Gateway

The first thing to try with any no-internet situation is a reboot. This clears temporary errors and forces the device to re-establish its connection to the network.

1.  Unplug the Gateway from the power outlet.

2.  Wait 30 seconds to 1 minute.

3.  Plug the Gateway back in.

4.  Wait 3–5 minutes for the device to fully reconnect.

5.  Check your internet connection.

If the internet is working after the reboot, you are all set. If the problem continues, move on to the next step.

Step 3 — Perform a Hard Reset

If a reboot did not resolve the issue, the next step is to perform a hard reset. This restores the Gateway to its factory default settings and often clears configuration issues that a simple reboot cannot fix.

The reset pin hole is located on the bottom of the Gateway — use a pin or paperclip to hold it for 10–15 seconds.

1.  Locate the reset pin hole on the bottom of the Gateway.

2.  Insert a pin or paperclip into the pin hole and press and hold for 10–15 seconds.

3.  Release after holding for 15+ seconds. The LED will flash green a couple of times and then go out for 15–30 seconds, then come back on flashing a bluish-white color — this means the reset was successful and the Gateway is restarting.

4.  Wait 3–5 minutes for the device to fully reboot and reconnect.

5.  Reconnect to your Wi-Fi using the original Wi-Fi name and password from the label on the back of the Gateway.

6.  Test your internet connection.

If the internet is working after the hard reset, you are all set. If the problem continues, move on to the next step.

Step 4 — Check Signal Strength in the Admin Panel

If the Gateway is still not connecting after a hard reset, log in to the admin panel to check the device's signal status.

1.  Connect to your Gateway Wi-Fi or Ethernet and go to 192.168.0.1 in a browser.

2.  Log in with your Admin Password from the label on the back of the device.

3.  On the main dashboard, check the signal strength indicator.

The admin panel signal strength indicator — both 4G LTE and 5G signal strength are displayed in dBm.

Use the table below to understand what the signal strength reading means for your connection:

Why Is My Signal Weak Indoors?

Building materials are the most common reason for weak cellular signal inside a home or business. Signals must pass through walls, roofs, and other materials to reach your Gateway — and every material absorbs or reflects some of that signal along the way.

Metal is the greatest signal disrupter — homes or businesses with metal roofs or metal-framed walls often experience very weak indoor signal even when outdoor signal is strong. Low-E glass windows, which are common in newer energy-efficient construction, can also block nearly as much signal as metal.

What you can do: If your signal is weak, try moving the Gateway closer to an exterior wall or window — and if possible, open the window for the best result. Avoid placing the Gateway in enclosed spaces, near large metal objects, or in the center of a building away from exterior walls.

If the signal is very weak (-101 dBm or lower) even after repositioning, the device may simply be in an area with limited cellular coverage. Contact Pristine Internet support at 1-877-877-7716 to discuss your options.

If the signal looks reasonable but there is still no internet, continue to the next step.

Step 5 — Check the APN Setting

A missing or incorrect APN will prevent the Gateway from accessing the internet even with a strong signal. See Guide 5 — How to Check or Change Your APN for full instructions.

The correct APN for your account will be one of the following:

If you are unsure which APN applies to your account, contact Pristine Internet support at 1-877-877-7716 and we can confirm it for you.

Step 6 — Check the SIM Card

If none of the above steps have resolved the issue, the SIM card may not be properly seated in the device.

1.  Power off the Gateway by unplugging it from the power outlet.

2.  Locate the SIM card slot on the back of the Gateway and open the flap.

3.  Remove the SIM card by pressing gently on it until you feel the internal spring activate — the card will pop out slightly on its own. Once it has popped out, grip the edge and pull it free. Do not try to pry or pull the SIM card out without pressing it in first.

4.  Inspect the SIM card for any visible damage.

5.  Reinsert the SIM card with the gold contacts facing toward the barcodes on the bottom of the modem. The cut corner of the SIM card should be on the bottom left. Slide it into the slot and press firmly until you feel and hear it click into place.

6.  Close the flap and plug the Gateway back in. Wait 3–5 minutes for it to reconnect.

See Guide 7 — SIM Card Removal & Installation for detailed instructions and photos.

Step 7 — Contact Support

If you have worked through all the steps above and the Gateway is still not connecting, please contact Pristine Internet support. Have the following ready when you call:

•  The phone number or account name on your account

•  A description of the LED status you are seeing

•  Which steps you have already tried

Need more help?

Visit pristineinternet.com  ·  Call 1-877-877-7716  ·  Email contact@pristineinternet.com

Or submit a help ticket by clicking here

Pristine Internet — Gateway Customer Guide