How to Contact Zyxel Technical Support (FWA505 / FWA510 / FWA710)

If you're experiencing issues with your Zyxel FWA-series 5G routers, such as FWA505, FWA510, or FWA710, we recommend following this guide to ensure a faster and more effective support process.

Perform Basic and Advanced Troubleshooting First

Before submitting a ticket, please follow the official troubleshooting steps below:

Basic Troubleshooting (FWA505 / FWA510 / FWA710)

👉 Zyxel FWA Series – Basic Troubleshooting Guide
Covers:

• SIM card checks
• Reboot and factory reset
• Cellular connection status
• Access to the GUI

Advanced Troubleshooting and Signal Optimization

👉 FWA Series – Advanced LTE/5G Signal Tuning
Includes:

• Reviewing signal levels (RSRP, SINR, RSRQ)
• Band locking (manual band selection)
• Adjusting antenna position and placement
• Carrier Aggregation settings

⚠️ If your issue persists after completing the steps above, please proceed with the instructions below to prepare for remote support.

Preparing for a Remote Support Session

Zyxel support may request remote access and diagnostic logs. Follow these steps to prepare your router and PC:

Ensure IP Passthrough is Disabled (Routing Mode Enabled)

This allows proper logging and SSH access.

1. Go to your router’s GUI:
   Network Setting > Broadband > Cellular APN
2. Edit the first APN profile.
3. Uncheck the IP Passthrough option.
4. If you're using dual SIM, repeat for both profiles.
5. Save and reboot the router.

Install Tera Term for SSH Access

For diagnostics, support may ask you to collect logs via SSH.

1. Download Tera Term from:
   https://osdn.net/projects/ttssh2/releases/
2. Click on "teraterm.exe" to start the download.
3. Install it on the remote PC you’ll use for support.
4. Connection details (IP, username / password) will be provided by the support engineer.

What to Prepare Before Opening a Ticket

Gather the following:

• Firmware version
• Detailed problem description
• What troubleshooting steps you’ve already done
• Screenshots of the GUI or errors (if any)
• Please provide the SIM card operator, signal values (RSRP, SINR), and a screenshot from the web interface (Monitor > Cellular Info) if possible.
• System logs (from GUI: Maintenance > Logs > Save)

How to Contact Zyxel Support

• Submit a Support Request

Please attach as many diagnostics and logs as possible — it will help our engineers resolve your issue more quickly.