FAQ

On this page you will find questions and answers on the following topics:

– Delivery time and shipping
– SIM card settings
– SIM cards in general
– Phasing out 2G/3G.
– Who can I contact if I still have questions?
– Invoice explanation

Is your question not in the FAQ? Please contact support@comgate.io or call 085 111 0839. You can also take a look at our onboarding documents to see if the answer to your question is there. You can find the documents at this web page. (https://comgate.io/onboarding/)

Delivery time and shipping

What is the delivery time of my order and where can I find the status of the order?
    It usually takes two working days for your package to be delivered to you by PostNL. You will receive a shipping confirmation by e-mail as soon as your package has been sent to us. Here you will also find the Track & Trace data, so that you can view the status of the delivery.


I have received a Track and Trace code via PostNL. What can I do as a customer in the event of a delayed delivery or unclear status that is displayed at PostNL?
    In this case, we as the sending party will contact the delivery service. Please let us know if your T&T code indicates something other than an expected delivery date?

Are there charges for sending SIM cards?
    Yes, Comgate charges shipping. These costs vary by location;

    Domestic package: € 6,95

    Package abroad: Zone EUR1: €20,00 (Belgium, Denmark (excl. Faroe Islands and Greenland), Germany, France, (incl. Corsica and Monaco), Italy (excl. San Marino and Vatican City), Luxembourg, Austria, Spain (incl. Balearic Islands, excl. Canary Islands), Sweden)

    Zone EUR2: €40,00 all other countries in Europe (excl. Russia).

    ROW: (Rest of the World): €29,30/custom. all other countries (including Russia).

SIM cards in general

What exactly is meant by '4G unlimited'?
    With this subscription you have no limit in data usage or bandwidth. Nevertheless, we apply a 'don't push it' policy, which means that the connection must not lead to network overload. You can imagine that a connection at night in a rural area has a different load on the network than during peak hours in a city center.

What are the differences between Unmanaged SIM cards vs Managed SIM cards?
      We supply data bundles from different suppliers with different properties. Managed SIM cards can be managed in a portal, where you can view data usage in near real-time and set alerts and limits on the SIM cards. Unmanaged SIM cards do not come with a portal and do not offer interim insight into data usage. The usage data of these unmanaged SIM cards only becomes available at the end of each calendar month.

     

Are Voice and SMS possible on an IoT SIM card?

Comgate is an IoT Service Provider that primarily offers data bundles. On top of this, there are options for Voice and SMS. Ask for the possibilities.
 

What options are there with regard to fixed IP addresses? Do you also offer VPN and APN options?
    As a network-independent party, we supply SIM cards from various operators. Please contact our sales department to discuss the possibilities and wishes.

What is an eSIM card?
    Comgate supplies the eSIM. This SIM card is especially for IoT solutions and is available in different sizes. This means that we offer it as a push-out plastic 3-1 SIM (2FF/3FF/4FF) and as a solderable chip SIM (MFF2). The extensive memory on the eSIM makes it possible to switch providers over-the-air. Would you like to know more about the eSIM? Then click here or check out our use case in which the story of FactoryZero will be featured!

sim and esim

SIM card settings

What is the APN of my SIM cards and where do I enter it?

When your order is delivered, you will receive a leaflet in the package containing all relevant information about the networks and settings. You can also find the leaflet here download

I can't connect | SIM card problem
  • Has the APN been entered correctly, without spaces and capital letters?
  • Will the SIM card work if you put it in another device?
  • Is there sufficient coverage on location? Use the 4G coverage maps of Odido of KPN IoT. Also inquire about our antennas to ensure an optimal signal.
  • Is the device suitable for roaming SIM cards and is 'roaming' set to 'enabled' in the device?
  • Is there a malfunction on the network? View our disruptions page.
I cannot connect | hardware problem
  • Our All-in-one solutions are plug-in and pre-configured, so they should work right out of the box. If the connection does not proceed as expected, go through the following steps
  • Are all plugs, antennas and cables properly connected?
  • Has the router's firmware been updated to the latest version?
  • Use the factory reset for troubleshooting. On most models, press the reset button for 5 seconds

Phasing out 2G/3G

What does phase-out mean?
    Phase-out is when an operator stops using a particular network. They do this because networks are no longer used enough and they want to reserve the bandwidth of the network for new networks.

What if the network on which my IoT devices run is phased out?
    Usually equipment has fallback capability. Then, for example, a 2G connection is used when 3G is lost. If there is no fallback option, your devices may end up without internet and can therefore no longer function properly.

How do I know if my devices have fallback?
    You can find this in the product sheets for your specific products and SIM cards.

When will it be phased out?
    KPN IoT has now phased out 3G. They still have a 2G network on which applications can continue to run. KPN IoT's 2G network will continue to operate until at least April 2025. Odido stopped supporting 1G as of June 2. The network will also be closed on June 1, 2023. It is not yet known when Odido will stop supporting 3G. Because there is no fallback to 2G, it may be wise to look at other options for connectivity, for example 4G or LTE.

Who can I contact if I still have questions?

My question is about an order
    You can contact Orders at orders@comgate.io or by telephone on +31 (0)85 111 0839, menu option 3.

My question is about an invoice received

My question is about prices, a contract, or customization
    You can contact Sales at sales@comgate.io or by telephone on +31 (0)85 111 0839, menu option 1

My question is about something else
    You can contact Support at support@comgate.io or by telephone on +31 (0)85 111 0839, menu option 2

Invoice explanation

To help you with any questions about billing, we have put together a document with a detailed explanation of Comgate billing. We explain step by step which items will appear on your invoice and how you can interpret certain figures. This document can answer all your questions about the invoice. You can find the document here:

Invoice explanation

Is your solution not listed here? Please contact support@comgate.io or call +31 011 108 39.

Customers who preceded you

logo total picture.nl
Cewe logo
logo circuit of hagen
logo Schiphol connect
MobileCare
drone land logo
Common Invent
logo terberg
logo ICT wen trans
private
security MenM logo
Ticketmaster Logo
at the office

We would like to get in touch with you

No matter how big your company is, our specialization in 4G hardware and connectivity means that we can seamlessly meet any data requirement with associated network advice, at a competitive price!