It may be that the problem is related to some specific provider or region.
Could you login to the router via CLI/SSH and check, if you are able to receive connection, after executing the following command:
- telnet 18.104.22.168 20022
Could you try to reboot the device, or remove and readd to the platform?
Otherwise, could you provide a serial number of the device?
Also, what firmware version is the device running? If it is not the latest 7.04, could you try an update?