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Jetpack MHS800L PP - WAY too slow - what is the deal
VZWdwatkins
Member

I've got HotSpot on my phone and can set it up side by side with the Jetpack and have the very same device connect to either network and run SpeedTest.  On my phone, I'm getting speeds in the 13-20 Mbps Upload range - on the Jetpack, I have yet to break 3.5 Mbps.  4GLTE - not so much.   What gives?  If that's the case, I'd really like my money back.  I purchased this for my family to travel with when I'm not around but it's no where near the service that my phone is getting.  How can I contact Verizon Support and get a refund on this?

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Re: Jetpack MHS800L PP - WAY too slow - what is the deal
vzw_customer_support
Customer Support

We want to mak sure that you have a great wireless experience. We are here to help with your jetpack. Have you performed any troubleshooting? If you have please provide some of the steps. We will help get you the speed that you should have.
BobbyN_VZW
Follow us on Twitter @VZWSupport
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!!

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Re: Jetpack MHS800L PP - WAY too slow - what is the deal
VZWdwatkins
Member

The biggest troubleshooting that I've done was to activate the HotSpot on my Droid Ultra and use a device to connect wirelessly and check the speeds.  After turning off that HotSpot, I have the same device connect to my Jetpack HotSPot and ran the same test.  Speeds at about 15 t 20% of those from my phone.  That seems pretty straight forward with its results.  What other test(s) should I run?

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Re: Jetpack MHS800L PP - WAY too slow - what is the deal
Snn5
Sr. Leader

If you are within the 14 day return period, you can return or exchange.

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Re: Jetpack MHS800L PP - WAY too slow - what is the deal
VZWdwatkins
Member

Snn5 - Good thought but as luck would have it, of course, I'm on day 16 at this point.  I've been on the road and haven't really been able to put it through its paces until now.  Now I'm starting to see what my son was talking about with the slow speeds.  On my phone's HotSpot, from the same location in the house, I can connect 3 or 4 devices wirelessly and it rocks.  On this JetPack, with one device, it is dog slow.  It's essentially getting 3G service but it indicates that it has good signal strength and picking up 4G service.

Thanks for the input.  DW

Re: Jetpack MHS800L PP - WAY too slow - what is the deal
John_Getzke
Leader
Leader

> on the Jetpack, I have yet to break 3.5 Mbps.

If the Jetpack is advertising that it is connecting on 4G LTE then you are below the normal threshold of 5-12 Mbps.  In this case you should try the usual resets followed by getting the Jetpack serviced by Verizon.

For performance problems the most helpful reset is the level 2 reset involving a reseating of the SIM card.  Power down the jetpack and open the back cover.  Remove the battery and the SIM card for 60 seconds.  Reassemble and then retest from Speedtest.  This process should help the Jetpack clear its previous connection and establish a new connection to the local towers.

No progress after that means there is a defect on your Jetpack.  You would have to contact VZW phone support or visit a VZW store to review the warranty options for repair or replacement.