Get Box Support

Frequently Asked Questions

  • Why can’t I access the internet?

    Check your SIM card is inserted correctly (See image 1, below).

    Remove your SIM card and insert it again, you should hear a click sound when inserted correctly.

    Check the antennas are screwed in correctly. Ensure you have screwed them into the correct colour-coordinated ports.

    Your SIM card may have run out of data. You can check this by inserting the SIM in your phone and dialling 4444.

    If you still can’t access the internet, please contact the organisation responsible for your Get Box.

  • Why is my internet slow?

    You may have poor signal, the LED lights will indicate how strong your signal is, guidance on the lights can be found in the instructions.

    Try moving Get Box to a location with a clear view of the sky. For example, near a window.

    Try moving Get Box to somewhere with fewer obstructions. For example, avoid putting it on a bookcase, under a TV stand or on a different floor to where you want to use it.

    The number of people using Get Box can affect your internet speed. Too many people at once can slow the internet down.

  • My password is incorrect

    Ensure you are using the password on the label on the bottom of your Get Box.

    If it’s still not working, please contact the organisation responsible for your Get Box.

  • Why are the LED lights off even though Get Box is plugged in?

    Unplug Get Box and check for visible damage.

    If there are no visible signs of damage, try Get Box in a different plug socket.

    If the lights are still off, please contact the organisation responsible for your Get Box.

  • The LED lights are on but my device can’t connect to the Get Box

    Try moving closer to the Get Box.

    Restart your Get Box by unplugging it and plugging it back in. Wait 2 minutes.

    Restart the device you are trying to connect to Get Box.

    If possible, try using a different device such as a computer or mobile device to connect to Get Box to ensure the issue is not your device.

    If you still can’t connect, please contact the organisation responsible for your Get Box.

  • My Get Box is damaged, what should I do?

    If your Get Box is damaged, please contact the organisation responsible for your Get Box. We may be able to help fix it or arrange a replacement.

  • My antennas keep falling down, what should I do?

    Check the antenna is screwed into the Get Box securely. If the antennas fall down it is most likely because it is not screwed all the way in.

    If the problem persists, please contact the organisation who provided the Get Box.

  • How much data does the Get Box have each month?

    The Get Box has 25GB of data each month. You can check the data balance online by scanning the QR code on the box you are using. Alternatively, you can go to config.getbox.home/ - you must be connected to the Get Box network to do this.

  • Can I put a different SIM card in the Get Box?

    As part of the Jangala service in partnership with VM02, we provide a SIM card from the National Databank with 12 months of free data for you to use. However, Get Box can work with any SIM card from a UK mobile operator, should you need to.

  • What is the extra yellow ethernet cable for in the box?

    It is possible to link a Get Box to an internet port using an ethernet cable (a specific type of cable for internet connections). If the building you are in has this, it may be possible to access the internet this way with your Get Box. Please check with the organisation who sent or installed the Get Box to understand if this is an option.