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MiFi 4510L Problems with 4G connect after a 3G connect

I have a new (4 day old) Novatel. Worked great for the first day while I was in 4G area. At home we have a weak signal so it picked up and locked onto 3G. The next day back at the office (strong 4g area), it would only lock onto 3G. I took it back to the store, they needed if for a while and called and said it was fixed. It worked until I got home and picked up a 3G signal again. After that, it would not pick up 4G. I figured out how to log into the address http://192.168.1.1 and force to LTE, then it would pick up 4G. I reset it to get it back to normal, and all is fine UNTIL I am in a 3G location. Then it is locked onto 3G and I would have to force it back to LTE to get 4G.

I have a ticket into Verizon for this, but they are very slow at helping. Frustrating!

Comments

phrider

I'm having a similar but not identical problem. Like you, I solve it by forcing LTE-only.

In Washington DC, the 4g network held everywhere. The MiFi didn't lock on 3g anywhere.

In Los Angeles, it locks onto 3g, and won't find 4g (set on Global). At my home, it will never find 4g, but if I do a site survey (diagnostics/ modem) it shows 4g signal strength of -40dB to -86dB.

What gives? Is it the network causing this, or the MiFi?

Ultrasport

Interesting! I have the same problem. When I drive from a 4G area to a 3G and then back to a 4G, the 4510 will not see the 4G area. Verizon has a trouble ticket on the problem but says they have no other reports of the issue. I'm glad to know I'm not the only one with the issue.

I have also found that once this has happened (and the unit is "locked" into 3G), the speed gets lower and lower to the point it is unusable. Today it got down to 0.01 Mbps on downloads!!!! Verizon has replaced my 4510 TWICE now so I hope they figure this one out pretty soon.

Am I to understand that forcing the 4510 to "LTE only" fixes the problem and then you can go back to "Global" until the next time you go into a 3G area and then back to a 4G?

Thanks for any information!!!

Steve

phrider

I just explored the "LTE Only" mode for a few hours at home yesterday. It worked where I was only able to get 3g before.

The diagnostics/modem status showed signals as strong as -43 dB, so something is blocking it from switching from 3g to 4g. Given how well it worked when I was in Washington DC, it may be a market specific issue (or a combined device/ market area) issue.

We'll have to explore and find out. It is a PIA to get onto WiFi to adjust it to LTE only..... This will be tough to explain to my technologically impatient spouse.

bharral

I am among those having issues with the 4150L. I bought it just as the Verizon 4G network was crashing (back several weeks ago). However, I reside in Wichita, KS where there is no 4G service. The 4150L connectivity is awful when set to global (which I assume autoswitches to the fastest available mode). I have forced the 4150L to 3G, and it works, but not nearly as smoothly as my old Verizon 2200 Mifi - so I am quite disappointed. The connection logs show very frequent transitions to dormant mode, and the 4150L does seem to take naps - it sometimes takes several browser refreshes to get a page to load.

I traveled to Phoenix (with 4G coverage) a few weeks ago. For that trip, I switched back to 'globabl' but did not notice improved performance. For the next trip to a 4G area, I will try forcing to LTE.

Overall, I'm very disappointed. I would revert back to my 2200 Mifi, but I am told that after doing that, I will need a new SIM card to switch back to the 4150L. I guess I will wait a bit and see if this is a Verizon network problem that they can cure in the coming weeks. Does anyone think that getting a replacement 4150L will result in any improvement?

sapugh

I doubt if a replacement would make a difference, I was having the EXACT same issues on both the Samsung and the novatel which leads me to believe it is the network not the device. I switched back to the 2200 until I see some posts that positively state LTE is working for the mifi in an acceptable manor

oosillyoo

I'm having some of the same issues other people are reporting with this device. I live on the edge of the 4G coverage in the Atlanta network so I'm able to easily reproduce the problem. I have tried to work with Verizon and Novatel on this issue and get no where except Verizon having me replace the MiFi to have the same result. This seems like one of those issues that will require the users to gather data and help Verizon/Novatel fix the problem.

One thing I'm wondering is are we looking at bad firmware, bad device batch, or something else. Here is some data that might help.

Market(s) Used in: Atlanta
Market(s) Experiencing Issue in: Atlanta
Original Purchase Date: 05/23/2011
Device Replaced: 05/31/2011 (MiFi and SIM Replaced)
Original Router FW Version: 02.01
Original Modem FW Version: 2.16.03

Replacement Router FW Version: 02.01
Replacement Modem FW Version: 2.16.03

oosillyoo

Has anybody left a negative review for this device on the Verizon website? I looked at reviews before purchasing this device and didn't see any complaints about this issue. I'm wondering if Verizon won't approve a negative review.

oosillyoo

Strange thing happened todyay. I roamed from 4G to 3G back to 4G without a problem. This is a one time thing that I will do more testing tomorrow to see if something changed. Has anybody else noticed a difference?

oosillyoo

Nevermind, drove back by the edge of the 4G network and it failed roaming back to 4G after going to 3G.

oosillyoo

Good news everybody, problem solved!

OK, so maybe not solved but I now know why this happens. I was just informed by a rep at the Snellville, GA Verizon store that this is a "feature" not a "problem". He got that information from the store support line.

floridonet

This morning, I tried to reset the MiFi to factory defaults using the master reset button. So far so good though. I'm connected via 4G and when rebooted, it connects to 4G. I'm just at a static location though so we'll see what happens when I start moving locations.

oosillyoo

floridonet wrote:
This morning, I tried to reset the MiFi to factory defaults using the master reset button. So far so good though. I'm connected via 4G and when rebooted, it connects to 4G. I'm just at a static location though so we'll see what happens when I start moving locations.

I've tried the master reset on all three of the MiFis I have owned so far and I still have the same "feature".

jkannry

Mystery continues. Forcing setting to 4g says setting 4g lte preferred. It begs the question why on earth would they set default at global 1x, Evdo, 4g. When would I want device not to pick 4g.

It gets better. 4g preferred goes to 3G when absolutely no 4g. Actually got back in 4g zone and had to turn device off and on(not hard reset). And went back to 4g. So if lte preferred only goes 3G when no 4g why on earth would this not be factory default.

Now if someone could tell me why mifis in same spot after no use suddenly stop responding despite full signal and have to turn off and on to be picked up. No loss signal. Is it because recommended not factor default personal mixed mode wpa/wpa2. Like a very deep sleep.

phrider

Yesterday, June 1, I drove from Mid-Wilshire to Glendale in the Los Angeles area. The 4510L did better than ever before on switching to 4G and staying in 4G.

I am not aware of any device firmware update...... could the network issues be getting better?

This switching is still far from perfect, but it seemed better.

floridonet

Definitely not behaving as poorly. I performed a hard reset yesterday and today I'm configured as "Global" and the MiFi seems to be maintaining connection to the 4G network. Maybe there is hope.

oosillyoo

To to the Verizon executives, management, and support engineers reading this, Thank You for reading this whole thread.

To all the people still having problems, keep posting what issues you see and any info that might help. People in the Verizon Corp are reading these post.

jsz1

To be honest, the response from Verizon is getting more absurd as time progresses. I was just called by ‘Victor’ (employee id 7927)from the New Mexico call center (CID: 505-999-5100) to let me know that my support ticket (#4369299)had been closed. According to Victor, the tech support department had concluded that I am in a marginal 4g area ( I am in the middle of LA – see picture of coverage map below.) When asked about the fact that I have had the same issues in the following locations over the past 2 weeks:

- Phoenix

- San Jose

- Boston

- Verizon stores in LA

o Hollywood

o Beverly Center

Victor suggested that I needed to open up new tickets for each location. I recommended that Victor read this thread – to which responded ‘if you are having this issue still, please open tickets for each location. ‘ I asked to be connected to a supervisor. Victor was quite rude – and eventually agreed to transfer me. After being on hold for 30 minutes, I had to leave to take care of my daughter. As such, I asked that Victor open up another ticket using my office address. He said that he could not do this – and I would need to call back in to tech support. Honestly – I don’t have another 4 hours in the day to deal with this.

My next steps: as time permits (later this week / weekend) I am going to video record this issue at different locations (I’ll be in Phoenix this week – in addition to LA) with both of my 4g devices (Thunderbolt and Mifi) I’ll then post on YouTube, link to in this forum and share with engadget/bgr etc…

At this point – a simple acknowledgement from Verizon that this is an issue and that they are working on it --- in addition to reasonable tech support processes would be of great value.

JSZ

- Verizon customer since 1999 ( analog Startac)

- Verizon 3g data customer since 2002 (PCMCIA card!)

PS – According to VZW’s coverage map – I am well within a 4g coverage area - screen shot of the map: http://bit.ly/kCNZeO

oosillyoo

jsz1,

Believe when I say Verizon is working on this issue. I spent over an house yesterday working with the Network Engineers out of NY on the phone going over the issue with them. They were able to gather some logs from my client and what they saw is being evaluated.

I'm sending you a message via this board with some more information to help you. I'm just as frustrated as you are, but I have made contact with people who are helping us.

oosillyoo

That should read hour not house. I hate auto correct.

jsz1

oosillyoo - Thanks for all of your hard work on the subject.

Can someone from Verizon confirm that this issue is being researched? I believe that all affected customers would appriciate such an acknowledgement.

unknown

All,

I located this forum after experiencing the same problem with connecting to 4G LTE coverage after using the MiFO 4510L in a 3G environment. I have worked up to engineer level and have a Network Repair Board (BRB) ticket number 4399868. You could reference this when calling VZW to either add your problem to the ticket or if there is resolution, this ticket should have that information for you. I should get a call back within the next two days and will post the resolution. I hope this is helpful!

-BSOD

oosillyoo

BSOD,

I think you might have been given the same answer most of us have the first few times we called. I don't expect an answer on this issue in the 48 -72 hours you were probably told. I was told that same thing almost a week ago and some tickets are even older than 2 weeks.

I know they are working on the issue but I think this is going to require a firmware upgrade from manufacturer not just a flip of a switch by Verizon.

unknown

There's another ticket (escalated) and is 4399868. We'll see. :smileyhappy:

oosillyoo

I did do some testing in the Newark, NJ area and experienced the same issue as I do in the Atlanta market.

Also, I was told by engineering that the trace files from this weekend have been passed on to Novatel, the manufacturer.

unknown

@Savannalyn02. Email me at{edited for privacy} so I can help you. Your question is not on-topic, but I want to help. Of course substitute the (at) and (dot) accordingly.

jkannry

>>Re: MiFi 4510L Problems with 4G connect after a 3G connect [ Edited ]
Options
06-06-2011 07:56 PM - last edited on 06-06-2011 08:13 PM by Isadora

@Savannalyn02. Email me at{edited for privacy} so I can help you. Your question is not on-topic, but I want to help. Of course substitute the (at) and (dot) accordingly.

cannot tell what your address is.

GME2815

I'm having the same problem here in Los Angeles.

The Novatel 4510l connected in 4g out of the box and seemed fine...for about 15 minutes until it fell back to 3g. From that point on, I couldn't get a 4g connection. Called tech support and was told, after about 2 hours on the phone and two calls, that this was a known issue and that Novatel was working on a fix.

Strangely, yesterday I tried it again and it worked perfectly, but today, same thing...3g only. I was told by tech support that I had to run "LTE Only" to get 4g or "Global" to get 3g. When I'm running "Global" the modem status says that LTE signal "not available."

I'm gonna return it and get my money back...Verizon should be selling this unit.

jlong27

Add me to the list of 4510l users not being able to connect to 4g unless LTE is forced.

I saw someone mention that if the device thinks it's idle and you try to load a web page it will time out. That happens to me too.

KinquanaH_VZW

My apologies for the MIFi device issue with it toggling between the different technologies. Thank you everyone for bringing this to our attention. Although it hasn’t been reported as a known issue, I would recommend performing a soft reboot or a factory reset. You may also try the troubleshooting steps below:

Remove the battery cover from the device. Once removed, there is a button next to the battery that can be pressed with a paper clip to perform the reset. Keep in mind that this will erase whatever password you have set on your device.

Once completed, retest the service to confirm if the issue has been addressed. If you continue to experience problems with your device, we can assist you by escalating your issue accordingly.

98Ultrasport

With all due respect, 'Cmon, this has been reported a NUMBER of times. I have had a ticket in (NRB000004360939) since May 21st... It was closed once because they "couldn't duplicate problem" and then reopened. This thread should show you that wasn't true. I have NOT received the promised call to tell me when it would be resolved.

I am the one that found that a SOFT reset from a device set to "LTE only" will NOT reset the device. A HARD reset will, only to have the problem reoccur when you go back to a 3G area.

There is no doubt in my mind (or as evidenced from this thread) that there is a problem. Just admit it and tell us when it will be fixed... or addressed and we'll probably all be satisfied. This IS a problem and it's not fair to expect your customers to do your BETA testing for you.

Having to set the device to EVDO or LTE to get it to work is not what I expected from your premium device........

jkannry

The soft reboot is nonsense. Reboot is when you don't know what else to do. Read the thread. Should we all be soft rebooting multiple times a day.

Just have devices default set at 4g preferred and be done with it.

BeezNeez

I'm having the same problem with a new device and have even tried hard resetting it from the reset button and within the software as well. In order to get LTE I have to force LTE mode within the software. Absolutely ridiculous.

And KinquanaH_VZW is saying to reset the device even though there's several pages of people having this same problem. Pretty ridiculous.

oosillyoo

I was shipped a Samsung SCH-LC11 to test and have some interesting things to report so far.

First, it roams from 4G to 3G and back to 4G without a problem. I have roamed twice with it so far. The device does drop down to 3G on the edge of a cell sooner than the MiFi but I can deal with that if it roams back to 4G.

Second, this device did ship with the newest firmware. Either Verizon or Samsung is loading the newest firmware before shipping. It was configured to use 802.11bg only. I did change this to use 802.11bgn since that is one reason for my upgrade. I use 802.11n for local traffic between my DSLR camera and my iPad. I also set the device to not power down after a period of time. I prefer to control when my device powers down.

It does charge with the same chargers I've used with both my old MiFi and the new one with no problem so far. I'll report back later on this and battery power.

oosillyoo

I was happy with the Samsung until I found the problem people are having with this one. The device is able to roam on the Verizon network with no problem which is a good thing. The problem I have with this device is it seems to go into a true dormant state after a period of time and is unable to pass data on the 4G network. I'm able to fix this with a disconnect and reconnect in the GUI. I'm not sure at this point I would rather deal with. I guess it comes down to who will fix their problems first, Novatel or Samsung.

jpaden

This is ridiculous and it seems that all Verizon is doing is jerking everyone around, I have had several trouble tickets and told many different "stories". We upgraded to a 4G wireless devise on May May 13 and began having problems. Prior to that we had the 2200 for a YEAR and HALF with no problems. I have been told that we live in a marginal coverage area. REALLY?? When did this occur because I did not move and had not problems before upgrading. We then were sent the 4510 and told that it was probably the device (that is after someone had me log into the ip address of the mifi and tell them my signal strength). This did not solve the problem. We had trouble tickets "de-escalated" because a smartass looked at the previous one and saw the note that we live in marginal coverage. I got someone this week and he LISTENED and when I told him that we are also not getting 3G on our Droid X like we used to he checked some things and said it looks like a tower problem. So he sent the engineer that was SUPPOSED to be helping Andrea Mejia an email with the comments. I called back to check yesterday and the person helping me saw the notes that (Thomas made the night before) and the rep said, "I do not know why Andrea did not escalate this upon seeing it." So they have escalated and we are supposed to have a Cell Tech working on it with Systems. I work from home! I do not own my own business....I log in remotely and cannot work from home. For awhie I was getting connection but constantly dropping. Now I cannot even connect. I get "no internet access" reading on my mifi. I live in the pacific northwest and work on eastern time so I am supposed to be at work at 5AM PST....I have to get up and leave my house and drive to a wifi area that I can log on. I do not have my home office with me and if I lose my job it will be due to the incompetence from Verizon. My husband is currently exploring a class action lawsuit with other users that are having the same problem with no response from Verizon or lies from them. I am exploring a way to give Verizon a lot of free advertising on their devices as well as ensuring that everyone knows the kind of service they can expect. We have done everything from resetting to removing SIM card and replacing to powering off and on. Come on Verizon at least be honest with your customers and if you do not have a fix then maybe you should consider going back to what worked until you do!!!!

If anyone cares my trouble ticket is {edited for privacy}

Thanks for nothing Verizon!

oosillyoo

Hey MODs, is there a reason you keep editing people's ticket numbers? Are you afraid they might be used against Verizon?

jeffjl

Just wanted to add that I have had this problem as well.

Also have had issues with:

-- it just starts timing out after working, around after 10 minutes, although the green light still blinks

-- wifi radio just turns off for no reason, requiring a hard reset

The experience of owning this is such that I took time out of my day to register just to publicly write up my problems with this unit so other people won't waste their time with it. I'm going to suffer through it because I know it's not worth my time to try and return it (I spent literally 45 minutes with a customer service rep trying to get them to understand that I can't get text messages on this device, so i couldn't get my password to log into my account).

Anyway, my two cents/dollars/whatever. When people ask me about it I tell them it's a piece of junk and to stay away unless they want like throwing things out the window...so I guess VZW is getting reverse word of mouth.

SO FRUSTRATING!

jeffjl

UPDATE: Between when I wrote the post and hit "post" it required another power cycle. HILARIOUS

oosillyoo

There is a Verizon employee who post to the forums by the name of Anthony who has no problems with his MiFi. His post can be found here http://community.vzw.com/t5/4G-Discussion/MiFi-4510L-Shortcomings/m-p/563844#M3205

I think we all need to work with him and get our MiFis working like his.

dcrenard

Misery loves company !! I've had the MiFi 4510L for 6 weeks. Actually, I've had 2 devices and 3 4G simm cards --- swapped in/out because of the 3G-4G connectivity issues described by others. Purchased in a 3G area (Eastern N Carolina) for use in DC (total 4G coverage) so couldn't test immediately; worked great in NC with 3 G.

First trip to DC provided no 4G -- even in a corporate VZ store location!! Was sent away to have the device swapped back in the NC store (inventory control issues)! Back at the NC store the device and the 4G simm were replaced due to perceived damage. Immediately after that installation I drove to Fayetteville NC (one of 2 NC 4G areas) -- turned it on : WOW!! immediate 4G connection and a download speed of 19mbs and upload of 7mbs!!!! (Test courtesy of speedtest.net)

Drove back to Greenville NC and device switched to 3G and worked fine. Back to DC and no 4G connectivity. Back to the VZ store and no 4G --- so, they replaced the 4G simm ---> Bingo, it worked fine for 4 days. Then it suddenly stopped 4G and only connected 3G, with the speed consistently diminishing to a dribble. (ping @ 220ms and download @15kbs via speedtest.net)

Having read the postings here, I've tried the reboot as suggested -- still only a slow 3G. So, back to the VZ store in DC for them to do "whatever" to get it back to 4G.

It is obvious to a non-technical person that this device IS NOT READY for prime time. Like others, I have no extra time to phone tech support -- nor should one be required to do so. And, postings suggest that calling does not result in permanent solution. VZ has let us down on this one. I certainly will not be recommending this device to anyone, and regret being what seems to be an "early adopter".

98Ultrasport

Has anyone heard anything from Verizon about if/when they think this problem will be addressed? Based on this forum, it would appear they are replacing a lot of devices and I would hope that would encourage them to address the issue. I recognize we can manually switch the unit from 3G to 4G and back but that certainly wasn't what I expected from their premium device.

Since we know they monitor this forum, it would seem that they could provide an update as to what we can expect. At this point, it would appear they have it as a pretty low priority.

WarpNine

I agree totally.... My whole reason for purchasing this device was because I needed portable WiFi for my MacBook and my iPad. I pay my bill every month (on time), is it too much to ask to get the service I'm paying for? I am a software developer by trade, so I understand that new tech will have kinks in it. I'm willing to be patient while they address the issue, but it would be nice if they would actually let paying customers know what they are doing to address the issue. It's almost as though they're waiting to see if we'll stop complaining? I hate the fact that every time I pick up my iPad outside the office I have to cross my fingers and hope for connectivity!! I have a suggestion... If Verizon was required to bill us a 50% until the issue is resolved, that would take the edge off the wait for me. It would also light a fire under their techies by the higher-ups to get this thing fixed... quick!! You'd be surprised how fast this issue would be resolved. Money talks! They way things are right now, why would they care? They have our sigs on a contract (which they are in breach of by the way), so they could care less if we're **bleep** off or not, right?

98Ultrasport

I just noticed that this thread is maked as SOLVED!!! Did Verizon fix this and not tell me? That's certainly possible.

From my perspective it certainly is not solved. I'm surprised that more people haven't written in to this thread. Is it just certain units that are having the problem or is it just those of us that travel into and out of 4G areas????

Verizon: PLEASE TELL US WHAT'S GOING ON??????

slary

i know this may sound silly but i just got a mifi and am glad i looked into this problem because i haven't been able to connect to 4g in quit a few days and had no idea why. i was about to do a complete reset with the ip address for mifi but found this. now i have no idea how to switch it back to LTE mode because now i see in diagnostics there is no LTE signal. i am in no way technologically savvy so am lucky to get this far. can someone tell me how to switch it back???

John_Getzke

To enable 4G only:

1. Connect to the MiFi

2. Navigate to http://mifi.admin

3. Click the WWAN tab

4. Click the More link

5. Select "LTE Only" from the WWAN Preffered Mode drop down box

6. Click the Apply button

Note that LTE only will force your MiFi to connect to 4G networks only. This setting will not allow the device to fall back to a 3G connection if one is in range. If you want the MiFi to be able to connect to both 3G and 4G then you must set the device to the Global setting.

ipodjockey

I am experiencing problems with the MIFI devices losing the Internet connection while the device itself displays full signal bars.

This is happening on devices that have already recieved the newest firmware update. We run a service business and these connection issues are costing us money. Why would this product be released with so many problems?

John_Getzke

ipodjockey wrote:
Why would this product be released with so many problems?

I don't think you will ever get a straight answer to a question like that. We can only see (and care about) things from the consumer point of view. For all we know, these devices may be working exactly the way Verizon intended them to with the current problems being acceptable in the name of progress.

What we can do is work with the technology and troubleshooting skills that have been given to us. We have discovered many tricks and tips to help configure around the fixable problems with this device. If you are willing to dig into the problems you are having you might find the solution you were looking for.

In general here are some suggestions to improve your connection:

1. Lower your MiFi to B/G down from B/G/N

2. Lower your MiFi to 3G only connections

3. Reset your MiFi to the defaults

4. Reseat your SIM card

5. Attach a external Antenna

6. Purchase a car booster kit from Wilson Electronics

7. Power down your MiFi when not in use

8. Store your MiFi in an area where it is not exposed to extreme heat or cold

9. Try different locations and look for consistencies or gaps in service

10. Replace the MiFi under warranty

compfan03

Just wanted to thank you for all the excellent practical advice in this area. I had been having problems with my 4510L MiFi and did a reset using the Admin page. (Somehow I could not get the paper clip to work.) In addition to resetting my MiFi, it also reset all entries on the Admin page back to defaults. Thought this might be helpful.

jimcook546

I live in San Diego CA - in a strong 4G area. I bought a MiFi 4G LTE from the Verizon store just a block from my residence. I was so very happy with it for the first day. After that - it locked onto a 3G signal (purple LED) and never - ever - went back to 4G again (green LED). I took it to the store without tampering with it a bit as it was brand new. We took out the battery - did a reset with the button - took the SIM card in and out. We tried everything- Nothing helped - they could not fix it. I am still in the middle of a battle to get a single dime back after returning all hardware - paperwork and everything. This has been a royal mess. Not handled well at all by the retailer.

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