Common issues
comma prime SIM not connecting to network
If your device's comma prime subscription was enabled recently, connect your device to Wi-Fi to activate the SIM card. Your device requires about 5 minutes of Wi-Fi connection and then can take up to 30 minutes to activate and might require a reboot. You will know the activation started when the device displays "CONNECT ONLINE". Find an area with a strong mobile signal to make sure the issue is not due to weak cell coverage.
If your device is not on stock openpilot, flash it back to the latest stock release.
If the SIM still does not connect, contact support with the steps you tried.
comma prime SIM not working anymore
Check that your subscription is active in comma connect and that you are in an area with mobile coverage. If your device is not on stock openpilot, flash it back to the latest stock release.
comma prime also has data limits to prevent abuse of its cellular service. We reserve the right to block your cell usage if you are not on stock software (openpilot release version) and are deemed to be abusing our cell service.
If service still does not work, contact support with the steps you tried.
Still having issues?
Before contacting support, confirm that your comma prime subscription is active, try the device in an area with mobile coverage, and make sure it is running the latest stock openpilot release. If you recently enabled prime, connect the device to Wi-Fi for about 5 minutes, allow up to 30 minutes for activation, then reboot it.
If the issue continues, include the troubleshooting steps you tried, when the cellular connection stopped working, and any relevant screenshots in your ticket.