Have newer netgear Verizon 791L jetpack and internet connection is really slow.....is it going to sleep or what is happening?

pacpam

I have just gotten Netgear Verizon 791L jetpack, seemed ok at first, now horribly slow internet connection????

Type in a search and it just cycles around and around for a common website.....sometimes never getting there!

Is it going to sleep or what????????

Accepted answers

pacpam

I have several comments to make......

1-there seems to be a connectivity issue when you upgrade a computer to windows 10 with the Verizon wifi...(which implies is has to do with the upgrade)..haven't found a real solution (have searched all over online)....will get newer computer with Windows 10 on it and then will be fine.

** 2-When you have a problem with your account, come here to the forum, customer service notices and does try to help A customer support representative contacted me and actually straightened out the entire problem I had with my account and billing!!! She was awesome....did homework on problem, then chat sessions, called and listened to what happened and then took care of the problem!!!

** 3-Chat sessions had wasted 5-6 hours of my time, with all reps and 2 out of 3 supervisors understanding, but doing NOTHING to help. No authority???? Don't waste your time with the chat group....go directly to customer support either here, or on Facebook or Twitter.

4-Verizon phone service is what I really appreciate, as it works everywhere....reliable all over the U.S.

Thanks to Customer Support....I am a happy Verizon customer once again...........

Thank you customer support!!!!

All comments

7e18n1

You're describing multiple problems such as a slow search engine, but how was the internet slow? If the search engine does not respond then try other websites--is this what you did to determine the internet was horribly slow at the same time the search engine was not responding?

pacpam

7e18n1

Yes I tried more than one website!! Couldn't get to most websites, simply sat and "kept" saying it was connecting, but never did.

Found advice on one website I could get to.....unplug jetpack, shut off, wait and then restart it. That helped immensely. But now I have to ask why should I have to do this??? And how often will this happen??? I guess the Netgear jetpack isn't much better than the cheapo Verizon jetpacks? Or it has to do with the Verizon wifi connectivity???

So frustrating.................

7e18n1

Besides power cycling, we routinely recommend removing and reinstalling the battery and SIM Card along with restoring factory defaults. Sorry I neglected to mention it!

> And how often will this happen???

It is about once every six weeks on my Jetpack - - YMMV!

> Or it has to do with the Verizon wifi connectivity???

Do you mean cellular data connectivity? It fails enough to notice.

> So frustrating...

Verizon covers the issue in the Customer Agreement (link at the bottom of most VZW sponsored webpages):

Disclaimer of warranties

We make no representations or warranties, express or implied, including, to the extent permitted by applicable law, any implied warranty of merchantability or fitness for a particular purpose, about your Service, your wireless device, or any applications you access through your wireless device.

Mitchell1992

These are the issues that had made me decide not to go with a mobile hotspot and instead a device that is essentially a USB modem. About eleven years ago I had a PCMCIA card for a laptop which operated similarly.

Even then, to avoid issues, I make sure the device is disconnected when not in use. With the old PCMCIA card, I'd just not dial in. For the USB MiFi Device, I just click disconnect and often times for safe keeping unplug it and put it back in its box.

I understand that the mobile hotspot type devices may seem more convenient. How many devices are connected to it? They are not designed to replace a traditional internet connection, if you're trying to power all your devices off of one jetpack that is running all the time, its bound to have issues.

Having training as a network technician & administrator, if I were to be aiding someone that is looking to use cellular internet as the main means of connection for their home, I'd recommend a traditional wireless router that supports a USB cellular modem like a MiFi, or a specialized wireless router that supports the connection - although there isn't that broad of a range of selection. Additionally a properly installed antenna is a plus, if you're using this as a main connection I'd assume it is due to you being in a location where you cannot get a more commonly used broadband internet connection, be it something like DSL, cable, or fiber.

Verizon_Support

pacpam, I'm truly sorry to learn that you're having connection concerns with your Jetpack. I know the importance of having reliable connection on all of your websites. I'm glad that you were able to find some helpful tips for restarting your device and that it improved. 7e18n1 gave a good answer on removing the battery and SIM card, as well; it's a very helpful step. How is your internet connection, currently?

Tanisha_VZW
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wyliec2

FWIW - I have been using an AC791L for a few weeks now - as the primary internet connection for selected devices in our home - our typical speed is 16 - 20 Mbps download. We have not had any problems so far.

pacpam

Connection is still spotty...it drops unexpectedly when I'm doing emails or surfing the web. I then have to stop and disconnect and then reconnect......

Am to the point of looking for different provider in the future, with more reliable service!

JIMNMIMI

I have the same, I keep losing my internet cannot connect most of the time all I want is to be able to watch my smart tv 30 feet away from my monitor ant nothing. Can something be wrong with my hardware?

Verizon_Support

Jimnmimi, I know it can get annoying if you are trying to stay connected and you lose a connection. How long has this been going on for? Do you lose connection on (tablet, computer, etc,) another device?

AmberF_VZW

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RUSFOS77

I have a jetpack as well... this is my second month using this Verizon 'unlimited' service. I have a new computer I just bought and was looking to transfer all my stuff over to this new system from my old laptop. The only problem is everything from ITunes and Steam is download. For the first 10 gb I get 1-2 mbs. Its kinda slow, but its still doable to download a 2gb movie over a night and then watch it the next day. The 3GS after 10GB is terrible. I am at 13GB now for this billing cycle and I get between 5kbs to 50kbs. Right now I am hovering at about 5kbs and it took me over 20 minutes just to be able to log into this site and post something. Last cycle I went over 22GB after leaving my machine on day and night downloading stuff in the vain attempt to get anything transferred. After 22GB I have seen speeds as slow as 800 bytes per minute... Yup. No joke there. I think my 286 TANDY with a CGA 4 shades of blue display and a 2400 baud modem was faster way back in the day. Its basically absolutely worthless after 22 GB, with email, daily news and maybe low rez youtube posts from 10GB to 22 GB. Anything more than that is too much. I am really kicking myself now though since they suck you into these 2 year contracts that for me at least is very expensive - would only really be worth it if 'unlimited' was unlimited 4G which really isn't even that good. I should have went with the satellite route...

Verizon_Support

RUSFOS77, we want you to have all the data you need. What ZIP Code are you located in?

LauraL_VZW

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pacpam

Have tried that suggestion....same with all search engines

pacpam

Hi Verizon customer support......

So far you have mostly been NO support.

Reason I bought new jetpack was other one failed in Jan., then I buy this Netgear (I figured it might be better than Verizon jetpacks that I've had to reset multiple times on some day...), and what does Verizon store do???

Puts this Netgear on NEW wifi line and leaves the other one as active, so now I was paying for 2 wifi lines!!!!! Was NOT told they were doing this.....I assumed they would replace my broken jetpack on same line???

I finally cancelled the old second line...and guess what Verizon does? Charges me an early termination fee!!

But i went ahead and cancelled as it was costing me $10 per month and would have been more than cancellation fee by end of contract. I tried several chats sessions of over an hour every time....sure you can look at my account and see! Everyone agreed this was mix up...but NO ONE could/would fix this.....

I am fed up with this kind of sticking it to customers.....I have been a long time Verizon customer, but probably not much longer with this kind of "Customer Service"

This problem has nothing to do with my data amount..... it is a mess between your jetpack cutting off/sleeping and windows 10 upgrade.....they just do not work well together. When I try at friends' house with their wifi, no problem....but then they don't have Verizon wifi!!! I have a few friends who have found the same problem....

Verizon_Support

pacpam, it concerns me that we've been unable to resolve things with your account regarding the additional line. I want to resolve all your unresolved account concerns. I've sent a message to your inbox. When you have a change, please take a look and respond. I look forward to working with you soon.

La’SindaT_VZW

pacpam

I have several comments to make......

4-Verizon phone service is what I really appreciate, as it works everywhere....reliable all over the U.S.

Thanks to Customer Support....I am a happy Verizon customer once again...........

Thank you customer support!!!!

Verizon_Support

Pacpam, I'm so glad to see that La'sinda was able to resolve things for you. We value and appreciate your business. Please let us know if you have any other questions or concerns.

MarcusS_VZW

If my response answered your question please click the 'Correct Answer' button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!