Problem with 4G connection on Novatel MiFi 4510L - Frustrating!

[temoore]

I have had my new modem for about 4 days. Works fine until I am in an area with only 3G connection. Once it switches to 3G, it will not go back to 4G even though I am in a strong 4G area. Reset to factory settings does not help. I have discovered that I can go into the Verizon modem software and force to LTE only, then do a reset, and it will connect to 4G. If I go into a 3G area, I have to go thru this process all over again. I have had a case in for several days, but no real communication from Verizon. Very frustrating, may return the modem and try Sprints version.

Anyone else have this problem? How about Verizon support? They sure do not communicate. I feel like I am left hanging.

[JeffyB]

I have been through technical service, and to the store twice on this issue. I am on my third SIM chip ND second MiFi. When given a new chip, I can get on the 4G network for a few days, then only 3G. No one seems to know how to resolve the issue. I suspect it's a programming issue, and that the SIM chips are failing to re-register on the network, eventually timing out or something like that...

[98Ultrasport]

Yup, exact same problem with my 4510.  I'm on my THIRD one for this problem.  I haven't tried the "fix" of forcing it to LTE but maybe that will fix it albeit temporarly.  I do have a trouble ticket in with Verizon Tech Support s maybe they'll look into it.

[deloswilbur]

The best part is when you set it to LTE only...and it connects to EVDO....

[michael24]

I thank you for posting the idea to set to 4G only! I called Verizon which was a waste of time.  I tried factory reset, battery removal, resetting with no luck.  Forced LTE only and now I have 5 full bars for 4G/LTE again! **bleep**? Verizon MUST get this fixed or force Novatel to fix this.  Non-technical people may never even realize they are having this problem.

[RalphT]

If you are still having problems, please reply to the private message that I am sending you.  I will call you to provide troubleshooting assistance. 

[98Ultrasport]

Ralph T,

Please don't keep it a secret.  If there is a fix for this very frustrating problem, please tell us all.  I'm still waiting for a promised call back about the trouble ticket that was created for the SAME PROBLEM I am having with my 4510.

[98Ultrasport]

Here's an update on the problem...  Today, I drove from my normal 4G area into a 3G area.  I did not have the 4510 turned on.  When I arrived in the 3G area, I used the device and it worked as expected at 3G speeds.  I turned the device off and drove back to my home (in the 4G area) and upon powering up the 4510, found the device was "locked" in 3G.  Looking at the diagnostics showed "No LTE Signal".  I forced the device into "LTE Only" and it came up in 4G with a good signal and a speedtest showed over 5 Mbps download which is very good for this location.  I then did a "Reset to Factory Defaults" and the device reset and came back up in "Global" under "WWAN Preferred Mode " but it was now connected to 3G as evidenced by a purple light.  Looking at the diagnostics once again showed "No LTE Signal" and a speedtest showed ~1 Mbps download speed and .5 upload.

Clearly there is a problem with the device (software) after you use it on a 3G network.  I certainly hope this gets some attention soon as the only way to use the device now on 4G is to manually set it to LTE only using the browser interface.

[JeffyB]

How do you set it to 4G only?

[98Ultrasport]

With your computer (wirelessly) connected to the MiFi, open your MiFi browser window (192.168.1.1) log in, and then open the WWAN window.  At the bottom of that window under WWAN Settings, you will see More.  Click on that and it will open a dropdown that you can select "LTE ONLY".  Click APPLY and the device will reboot and will now be in LTE Only.

[deloswilbur]

I have had mine set to LTE only it will only connect to EVDO even though set that way.  I know I have LTE signal, but it just won't connect to it regularly.

[98Ultrasport]

Have you tried a HARD reset?  If not, make SURE the device is set to LTE Only and then use a paper clip and do a hard reset.  In my case, that brought it back to factory settings and it came up in "Global" and worked on the 4G network here at my house.  Doing a software reset (from within the browser interface) did NOT reset it!

For what it's worth, when I did the reset, I only held the paperclip until the display showed all the icons, then removed the clip.  Then it came us as I described.  I know the "Normal" way to do a hard reset it to hold it until the indicator lamp lights green and then flashes once but the way I described worked so I didn't argue with success.

Hello Verizon... "Can You Hear Me NOW???"

[kimmers41]

I can't thank you enough.  I logged a ticket with verizon tech support back on July 1 and had to call today to find out what was going on.  I was told that I needed to take my device in and have them replace the sim card and if that didn't work, then I would need to exchange the device itself.  Thanks to your info, which I just did, I am now getting 4G.  And obviously I can't see the point in wasting my time to go in since this solved my problem for now.  Again, thank you!

[wazuri77]

I am having the same issues.  I was told to switch the settings to LTE only but now my device is "locking" up.  I have to physically remove the battery to shut the device down and if the light is a solid green the SSID doesn't broadcast. hmm i am still within my 14 days, will be returning this device!

[FirstGenesis]

I am having the same issues!  On my third one, too.  When I first power up the device it connects to 4G but after I power it down and restart it, it only connects to 3G.  I'm the Phoenix, AZ area and it has a pretty strong 4G signal everywhere except on my Novatel MiFi 4510L.  I even tried a T-Mobile 4G device and its speed clocks in slower than Verizon's 3G connection! (DL @ 4G speed: T-Mobile=1.7Mbps vs Verizon=20.00Mbps).  I wanted to try Sprint's but Sprint doesn't have 4G in the Phoenix area.  On my first exchange, both the SIM card and device were exchanged.  Same problem.  On the second exchange, only the device was exchanged.  Same problem.  Called Verizon Tech Support; they were kind and tried everything they can to help (i.e. remove battery and SIM card, hard reset, etc.).  They even told me to exchange the device but as you read above, no improvements. I even tried 98Ultrasport's suggestion and still no success.

 AAARGH!  So frakking frustrating!  What else can I do?

[98Ultrasport]

Have you called Verizon Tech Support and asked them to do a trouble ticket?  They told me the more complaints, the sooner it would get addressed.  If you get a tech that says they heven't heard of it, refer them to this thread. 

In the meantime, this thread describes how to reset the device and get it back to factory settings but, the next time you go to a 3G area, it will lock on 3G again.  I have mine set to 1X/EVDO while not in a 4G area to avoid having to do the reset.

[KinquanaH_VZW]

I truly understand the frustration this is causing our customers in 4G areas. I researched the issue and contacted our technical support team for further information. I was unable to locate any multiple issues reported with the Mifi devices locking into 3G and being forced in to 4g, however we want to make this issue is a priority and find a resolution for all of our customers.

In order to ensure this issue is reported properly and resolved, we will need to speak to each customer who is experiencing the issues. We will need to perform trouble-shooting for your area and devices, along with filing a trouble ticket. You can reach our technical support team at 1-800-922-0204. 

[floridonet]

Issues for me as well. MiFi is only a few days old, but my connection to LTE has been sporadic.  I'm in Irvine for work and it wouldn't connect to LTE until I forced it.   My question is what constitutes a strong signal?  Here were my signals when it was set to global:

Signal - EVDO:-69 dBm

Signal - 1X:-77 dBm

Signal - LTE:Not Available

SINR - LTE:30 dB

And after I forced LTE:

Signal - EVDO:Not Available

Signal - 1X:Not Available

Signal - LTE:-73 dBm

SINR - LTE:19 dB

What constitutes a strong LTE signal?

[Rasengan254]

I had a MIFI that would continually lock up while I was browsing, while I was trying to change the software settings and just while sitting idle, it wouldn't even allow me to power cycle the unit.  This happened about 2-3 times a day sometimes 5 times, with minimal use.  I took it back to a Verizon store, got it exchanged and now the modem when first powered on would not connect to LTE even though I was in an area where the previous modem connected to LTE and never to a 3g connection.  I had to go through the software and force LTE for it to connect.  I'm hoping this modem doesn't have the same issues you are all having, though my replacement modem seems to be exhibiting the same problems.

[bandersnoot]

I have the Novatel 4510L MiFi and I have been having network dropouts and also the frequest device reboot issue.  I have reset the device back to factory settings and only changed the admin password, for security reasons, and even then the device frequently dropped the network connection.  I travel all over the country, as part of my job, and this device has been in many different locations (both 4G and 3G, and even the occassional 1XRTT).  The issues described in this post began shortly after upgrading the firmware on the device v2.16.07 sometime back in November 2011.  I didn't really notice this annoyance until shortly before the holidays, when my travel became less frequent and I spent more time in the office.  Since my time at home, this device is having constant network dropouts, usually for 15 to 30 seconds and then it connects again.  I have contacted Verizon tech support and they had me perform the LTE only setting and this did not correct my issues.  The device has been reset back to factory settings at least three times now and it is still having the same issues.  Is it possible this firmware upgrade could be the root cause of this issue?  As a point of referemce, I live in the Phoenix metro area, and 4G is widely available here.

[spassmeister]

Wow - you too? I'm in San Diego and had the same experience.  It worked great the first week on LTE. Then there was a network problem with the IMS system that (I'm guessing now) forced the modem over theEV-DO - which worked fine.  Then, when it came back up, it worked again in LTE mode.  A few days later it was back to only EV-DO (3G) again.  I had to go on a business trip to San Jose and BINGO back on LTE again (7 Mbps...green light joy).  That day I traveled back here to San Diego - and once again  - I was on EV-DO.  I assumed it was simply a network problem here in san diego.  That was a couple weeks ago.  Today i'm at the QC UPLINQ conference here in San Diego and was telling this story to a journalist (not good for Novatel or Verizon) and he whipped out his Novatel MiFi and...GREEN LIght! I was  non-plussed and called Verizon.   New modem being shipped tomororw...but...this sounds like a configuration issue, not a hardware or software issue.  I don't think the CSRs have seen this yet.