iWL250 Mobile Troubleshooting

Mobile Networks

If your terminal is failing or slow to connect via a mobile network, please first check that the:

  • Network name is shown above the signal indicator
  • Terminal is showing a minimum of 3 signal bars
  • Phone handset symbol is lifted with signal bars showing green on the screen
  • Terminal has over 50% of its battery life remaining. Any less than this may affect the terminal’s ability to make a connection
  • Network provider has no reported outages in your area
    • If the network provider is experiencing problems, please either reach out to them directly or wait for the issue to be resolved

If any of the above are not applicable to your terminal, restart the terminal:

  1. Switch the terminal off by holding down the ‘Clear’ and ‘.’ keys for 3-5 seconds
  2. Wait for 20 seconds
  3. Switch the terminal on by holding down the ‘Enter’ key

Next, carry out a network scan to determine your signal strength

  1. At the ‘Ready’ screen, press the ‘Menu’ key until the ‘System Menu’ screen appears
  2. Using the arrow keys, highlight ‘Select Function’ and press ‘Enter’
  3. Key in ’91’ and press ‘Enter’ (91 is the terminal code number to carry out a network scan)
  4. The terminal should now display the signal strength of the network it is connected to. A value over 30 will represent a very strong signal while a value between 20 and 30 will be a fairly good signal

If you are still experiencing a weak or no signal, next try removing and reinserting the terminal SIM:

  1. Switch the terminal off by holding down the ‘Clear’ key for 3-5 seconds
  2. Turn the terminal over and remove the SIM
  3. Carefully check that the SIM is not damaged. In particular, look for scratches on the gold part of the SIM or cracks in the plastic
  4. Re-insert the SIM and power the terminal back on

If all the above checks have failed, please try to take the terminal to a different location to test, if you are able to. Please note, this needs to be at least 1-2 miles away from the area that you have been attempting to use the terminal.

If you are unable to test the device at another location or the terminal still will not connect at another location, please contact a member of our Customer Support team on 0345 761 62 63 who will be able to assist you further

Did you know...

If you’re looking for a new terminal that has a faster mobile connection, please call 0345 761 62 63 to discuss upgrading to our newer MOVE5000 terminal. The MOVE5000 uses a faster 3G connection while also supporting Wi-Fi functionality.