Subscription active but no internet access

Prerequisites and authority

Start with read-only checks and authorized records. Capture evidence before changes. Stop and escalate when data replacement, financial changes or wider outages are possible.

Subscription active but no internet

Basic

Confirm the device joined the intended customer network and obtained an address. Check active validity/quota, correct hotspot credentials and current device/concurrency state.

Intermediate

Inspect provisioning status, router account enabled state/profile and recent router health. Distinguish an upstream outage from hotspot authentication failure. Check customer DHCP, DNS and hotspot login before modifying entitlement records.

Advanced

Compare RouterOS active sessions, account/profile and BryanNet session records. Inspect NAT/routing and the relevant managed Desired State components. Use a representative test device to isolate client-specific behavior.

Do not recreate a paid subscription to repair a network failure. Fix reachability or the supported provisioning/configuration path, then test the original entitlement again.

Verify external access, expected speed/concurrency and accounting. If management access is lost or a fix could affect unrelated customers, preserve the router configuration and escalate. Use Hotspot captive portal login issues for captive-portal problems and Device blocking and global session limit issues for device/session limits.

Subscription active but no internet access

Prerequisites and authority