Crappy support - mobilemusthave

In May of this year I purchased a Max Transit CAT-18 from MobileMustHave. At the time of purchase, and immediately following, I was most impressed with the assistance provided. So much so, I purchased a 2nd Max Transit Cat-18.
I continue to explore the capabilities of the Peplink products & have progressed to the point where I want to access the device remotely from the internet.
Below you will find my request for support to MobileMustHave along with their response. So you won’t have to read all the details, I’ll try to summarize my questions:

  1. Would they verify my assumption the CAT-18 with & AT&T cellular connection can not be directly reached remotely? I think this is my problem (Private IP used by cellular carriers or something like that).
  2. Based on researching the forum, it appears the solution is FusionHub Solo with PepVPN. Would they confirm that, or, offer a better solution?
  3. Why was only one off the two devices I purchased from them showing up within InControl2 associated with MobileMustHave.
  4. In so far as the unit I was trying to secure the license for was under the MobileMustHave organization within InControl2, the directions on the Peplink website were not working. How could I secure the FusionHub Solo License?
  5. What advantage did having any device I purchased showing up in the MobileMustHave organization?

These questions were supported by screen shots.

The following is their response. I would ask other Peplink partners, as well as Peplink employees to review my request to determine if the questions I asked MobileMustHave were outside of what would normally be considered 1st level support.

One other question, how do I disassociate any equipment I have from MobileMustHave’s organization on InControl2.

Hello George,

I hope this email finds you well. Thank you for your detailed email. This is something we don’t typically get involved in and I think your best bet would be to check out the Pepwave Forums. I know the forums are a great place to get more information from others who may have the same questions.

If you have any other questions please let us know.

Jessica

Nomadic Specialists - MobileMustHave.com <http://mobilemusthave.com/ …>

On Thu, Dec 17 2020, at 12:40 AM, George Keller <[gk@gkellerjr.com mailto:gk@gkellerjr.com](mailto:gk@gkellerjr.com%20<mailto:gk@gkellerjr.com)>

This is a follow up to the previous email.

In looking at the instructions for downloading Fusionhub Solo, it states I should go to question 4 of the FAQ’s on the product page & follow the instructions.

The 1st step is to go to the Organization Settings & select Warranty & License. It should look something like the screen shot which follows. However, my screen for In Control looks like the 2nd picture. How do I obtain the Fusionhub Solo?

I suspect this has something to do with the setup Dave did for me back in May when we went through the set up. I’m sure there is something I’m missing, but, I’m at a loss to understand why the 1st Cat 18 purchased is aligned with MobileMustHave.com, but , the 2nd unit is not.

To further confuse me, I am having some difficulty in understanding what InControl2 does for me when I am set up under MobileMustHave & cannot, or do not know how to, acquire the Fusionhub Solo license.

Appreciate y’alls understanding.

G Keller

I am trying to remotely connect to my Synology NAS & I’m having a little difficulty. I think I know what the issue is & I’m looking for confirmation & a possible recommendation.

I have a Peplink Cat-18 with an AT&T SIM installed in port A. If I look at the WAN details screen from the Dashboard, I see an IP address of 10.180.36.24. If I go to portcheck.com to test for open ports, I see my IP address is 107.77.233.108 & no port I check is open. All firewalls are off for the test. I’m pretty sure the issue I am encountering is associated with cellular carriers using what Peplink calls Carrier Grade NAT IP addresses. The information on the forum indicates these private IP addresses can’t be reached directly on the internet. It further indicates these IP addresses cannot be pinged (this is true, I tried) & therefore cannot be used with a dynamic DNS service.

To test this further, I was successful in connecting to another Synology NAS which was behind a non-cellular router with Synology’s dynamic DNS service , so I’m pretty sure this is the issue I’m encountering. Can you verify this for me?

Are you aware of any work arounds other than installing a Fusionhub Solo on a cloud server with a fixed IP address? The whole point of obtaining a NAS was to avoid putting my data on somebody’s cloud?

Thanks in advance for any direction you might be able to provide.

On Wed, Dec 16 2020, at 08:39 PM, George Keller <[gk@gkellerjr.com mailto:gk@gkellerjr.com](mailto:gk@gkellerjr.com%20<mailto:gk@gkellerjr.com)>

I am trying to remotely connect to my Synology NAS & I’m having a little difficulty. I think I know what the issue is & I’m looking for confirmation & a possible recommendation.

I have a Peplink Cat-18 with an AT&T SIM installed in port A. If I look at the WAN details screen from the Dashboard, I see an IP address of 10.180.36.24. If I go to portcheck.com to test for open ports, I see my IP address is 107.77.233.108 & no port I check is open. All firewalls are off for the test. I’m pretty sure the issue I am encountering is associated with cellular carriers using what Peplink calls Carrier Grade NAT IP addresses. The information on the forum indicates these private IP addresses can’t be reached directly on the internet. It further indicates these IP addresses cannot be pinged (this is true, I tried) & therefore cannot be used with a dynamic DNS service.

To test this further, I was successful in connecting to another Synology NAS which was behind a non-cellular router with Synology’s dynamic DNS service , so I’m pretty sure this is the issue I’m encountering. Can you verify this for me?

Are you aware of any work arounds other than installing a Fusionhub Solo on a cloud server with a fixed IP address? The whole point of obtaining a NAS was to avoid putting my data on somebody’s cloud?

Thanks in advance for any direction you might be able to provide.

Correct, you are typically not assigned a public IP for your LTE WANs and will be behind multiple layers of NAT / CGNAT so no inbound connectivity will be possible.

Yes, this would be a valid solution.

The FusionHub would have a public IP on its WAN, you can forward ports from that IP to devices behind your TST (like your NAS) and traffic would be sent via a PepVPN tunnel to them, a Solo licence would allow you to connect a single TST although if you have PrimeCare on one or both of your TSTs they do not consume a “slot” on the FH so could connect both concurrently.

Perhaps they forgot to move it into the group they have setup for you? Did you try adding it yourself (assuming you have permission to do that on the group they have you in)?

You wont be able to do this in your current setup as the page to request the licences needs you to be an organisation administrator, not a group administrator.

We would typially create a separate organisation for each customer and add their devices to it - their equipment, their organisation and if they no longer want our help in terms of managing or supporting them via IC2 they can remove our acces from their organsation.

You may want to look into getting your own organisation setup on IC2 and having your devices moved into it, you could do this anyawy and it should allow you to request a solo licence I think.

Will, Thank you for your concise and definitive responses. Are you with Peplink?
With regards to establishing my own organization within IC2; I believe I would be better off going that way. No one has yet been able to articulate why, or, what advantage it affords me to have any equipment reflected in the MobileMustHave organization within IC2. How does one initiate that process?

I’m sure it must sometimes feel that way but no he isn’t - he is instead an experienced independent Peplink engineer that wants to help - there are quite a lot of us on here :slight_smile:

Easiest way would be for you to ask mobilemusthave to delete it from their organisation and then create a new organisation that you are the owner of and a group and add it back in (using the serial number).

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Nope, just another user but we sell / manage manage Peplink devices to / for other people besides the ones we buy for ourselves.

I can’t think of any advantages to doing it the way they did - perhaps its just how they work, IC2 is very flexible and powerful but we segregate every customer into their own organisation so they are the owners not us (unless I had a very specific reason not to!).

To make your own organisation sign into IC2 using your existing account, on the right side next to the groups button hover over the organisation mame (guessing this will be MMH) and you should have an option at the bottom for “create organisation”.

In terms of moving your devices you may need to ask MMH to remove them first from their account, or transfer them to yours - you may need to consider if you have any configuration currently being managed by IC2 and how you go about replicating that into your own account, you could also ask Peplink support via a ticket to force the move for you but may be easier to just ask MMH.

Martin,
Thank you.
Have already initiated that request with MobileMustHave. I would suspect I might not be on their favorite customer list right now.
Seems like one can get more support from the forum than the seller. Were you the author of the article about My ISP only assigns dynamic IP addresses? Wish I had found that article weeks ago.

Will,
Thanks for response. You can see my reply to Martin re: moving the equipment. I’ve already initiated the request to MobileMustHave. Considering the local time here in the US, I don’t expect a response until mid day tomorrow. If I don’t hear anything by then, I will open a ticket with Peplink to force the move.