1. Near the device?

2. Connectivity – Broadband
                               Hotspot – a. 1 mobile 

                                                 b. 2 mobile

3. Switch off & on the device – Ask the cx to observe the adaptor until red light is turned off, then switch it on.    

4. Is the device connected or not?


If connected: Issue resolved

If Not Connected: (Broadband)

  1. Go to DP App and click on connect to Wi-Fi

  2. Click on Setup Wi-Fi

  3. Search for DP_Tracker ID (no BOT id to be pronounced on call)

  4. Configure Wi-Fi

  5. Click on Wi-Fi Name (no need to ask customer to manually type the Wi-Fi name)

  6. Put the correct password

  7. Web page will show (it is connecting to internet)

  8. Page will disappear and device should be connected to Wi-Fi.

Note: If after that also it is not connected to Wi-Fi. (not every case)
Go to Account > Change Prime > Login again with same PID > Refresh 


If customer is using only hotspot with 1 mobile, it will not work because while calling internet will not get connected. So we need to share the steps to the customer and inform the same.


If Not Connected: (Hotspot – 1 Mobile)

  1. Switch off & on the device.

  2. Click on Setup Wi-Fi

  3. Search for DP_Tracker ID (no BOT id to be pronounced on call)

  4. Configure Wi-Fi

  5. In Wi-Fi name – Customer need to enter his/her mobile hotspot name (Suggest cx to copy & paste as its key sensitive)

  6. After clicking on the Save button, Switch ON Hotspot 

  7. Turn off device until red light turns off on adaptor and then turn it on.

  8. Device will get connected automatically.

If device is connected without internet – Ask the customer to enter 192.168.45.1 in the URL in any mobile browser and device should be connected to internet. (Guide the cx for normal connectivity steps)


*AVOID ASKING ANDROID OR IOS TO CUSTOMERS FOR WIFI CONNECTIVITY ISSUES