My apologies for the inconvenience. It's possible you might be in an enclosed space or in an area where your pocket wifi device is unable to receive 3G signal. Can you try relocating and let me know if that helps?
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im sorry to hear that! you can try to call the HL 211 to check your account and location and once your account and location was verified they can give you basic troubeshooting for your pocket wifi and if basic troubleshooting will not solved your concern agent will raise a case for network checking so that support team will check what is the cause of your concern and give you feedback regarding with your concern