Frustrating connection problem with Novatel USB551L 4G USB Modem

[chileconjefe]

I'm having a frustrating connection problem with my new USB551L modem. It's hard to describe, so I'll just walk you through my daily process of attempting to establish a connection:

• I run VZAccess Manager, it recognizes my modem w/ 4G connection.
• I click "Connect WWAN." It says "initializing" at the bottom of the window, but just hangs. Nothing happens. I've waiting over 20 minutes before and nothing. The light on my modem will blink for a few seconds, then go solid again, then blink for another few seconds ad nauseum, even though VZAM says I have a full signal.
• I try exiting VZAM, and it hangs on the "VZAM is closing" window! So I'm therefore forced to force quit using the Windows Task manager.
• I open up VZAM again and attempt to reconnect. If I'm LUCKY, it'll connect and then 1 of two things will happen: I get a full send/receive connection and all is good, or I just send data and don't receive any. If the latter happens, any attempt to reconnect will just have me send data, but not receive any. I therefore have to quit VZAM and retry the whole thing.
• Most of the time, it doesn't even connect the second time, so I have to repeat the whole process of force quitting, restarting, and attempting to connect.
• It takes me, on average, 4-5 times of the whole "open VZAM, try to connect, force quit, repeat" process. It takes me around 10 mintues to connect to the internet every time, due to this frustrating problem with either my modem, or the VZAM software.

Does anyone have this problem and/or know how to fix it?

For reference, my specs: 

Lenovo Thinkpad X220, Win 7 Home Premium SP1, latest VZAM software, latest drivers, no driver conflicts in the windows device manager. 

HELP!

[#2]

I definitely understand how frustrating not having a connection can be.  I’ve had connection issues with my modem before.  Thank you very much for your detailed explanation.  Regarding another step in your troubleshooting; have you tried to connect with your modem on another computer?  If you have already tried please PM me your name and number and I can see what other options we have for you.  Hope this helps.  Thanks.

[Bravo]

Mine won't connect either.  It says it has connected, but then my browser cannot find the connection.  It works perfectly on my friend's lap top (which runs Windows 7 and is newer).  My laptop runs XP and it has never worked.  I took it to the Verizon store a while back and they said they had fixed it, but not so.  I have not had an opportunity to take it back again yet.  I was there 3 hours last time.  Sigh.

[Shreddi]

maybe you have to get the drivers for xp and install.

[chileconjefe]

---

SammuelP wrote:

I definitely understand how frustrating not having a connection can be.  I’ve had connection issues with my modem before.  Thank you very much for your detailed explanation.  Regarding another step in your troubleshooting; have you tried to connect with your modem on another computer?  If you have already tried please PM me your name and number and I can see what other options we have for you.  Hope this helps.  Thanks.

---

Thanks for your assistance. I've tried the modem on a desktop with Windows XP, and two other laptops - one with Vista, and one with 7. I'm having the same annoying issue. I'm pretty much fed up with having to go through this little routine every single time I want to connect to the internet. I'll most likely return the modem if a solution isn't found. 4G speeds aren't worth it when you can't even connect to the internet without having to force quit 3 or 4 times, wasting 10 minutes. I'm amazed this modem/software combo was released with such a lack of quality control.

I do appreciate your help, however. I've gone ahead and PMed you my info. If there's anything else you need, let me know. Thanks again!

[Shreddi]

Its having problems with all systems? even the win 7?  I have been reading where people have had to exchange these things up to 3 times before they get one that works.   This is scaring me from one.  Im teathering an iphone with 4g LTE and it works great.  But I need the phone for a phone at times and connect sepearatley.

[nostoppin2lose]

I'm having the same issue.

[Tomas]

I am having the same problem. Was someone able to help you? If so can you forward to me?

[fantn]

I am having the same problem.

Disabled power setting on USB port.

Reinstalled verizon access manager.

Removed sim card.

Moved settings to 4G only, 3G or 4G, 3G only.

Have talked to support at least 4 times and have heard 4G is not available in my location, I am on the fringe of service, and other items. A new SIm card is in route hope it works. If not I will return to store to see if I can get a different modem ( if possible).

[elmootis]

I don't have 4G available in my area either.  But, I am able to connect most of the time.  When I first set my software up, I have to re-install it once.  It still did not work.  I went into my internet options and unchecked "automatically detect settings" in Lan Settings.  It worked fine after that.  It does have a problem connecting sometimes.  I wish I would have read the reviews on about this modem before I bought it;  Almost all of them say "don't buy it".

[evdotech]

You might want to try a Verizon 4G LTE direct connect amplifier! This supports 4G LTE only, so no boost for 3G.

If you are in a 4G area, but the signal is weak, you can certainly benefit from the 4G LTE Amplifier

Cellphone-Mate CM700V Direct Connect 4G Amplifier
 
Read more about Cellphone-Mate CM700V 4G LTE Amplifier

[jlwoodworx]

I had all the same problems as most of these posts, especially dropped signals and poor download speeds.  I replaced the 551L with a new one, a new SIM, card, countless hours on the phone with VZ tech.  What finally worked was an admission that the 551 was a major problem for a majority of users, especially MacOS 10.7 users.  My solution, which worked very well until now was to install the latest "build" from Novatel.  But to do that I had to install the 551L on my old PC, upgrade all the VZ software, and then download the latest Mac OS build on to my old PC, then switch the "rebuilt" 551 back to my Mac.  A very frustrating experience that overall took months to effect.  Now I have a new problem.  When I try to connect to the internet I get a warning that another device is using my 551.  I only have one device.

The 551L should never have left the factory. 

[evdotech]

Try to exchange it out for Pantech UML 290 it is more reliable than a 551L if Big Red wants an arm and a leg for it, you can buy it here for I think $149 bucks

http://3gstore.com/product/3581_verizon_pantech_uml290_-_refurbished_like_newno_contract_upgrade.htm...

[RJCPIM]

I am using the 551L in a cradle point wireless router with a Wilson trucker antenna with a 3G signal.  I began using this configuration last July and it worked wonderfully to the point that I have been doing all my calling VOIP and I am able to stream video without any buffering.  Then eight weeks ago I began receiving a degraded signal.  I have been on the phone with at least a dozen Verizon tech's and have submitted at least four trouble tickets.  They are writing my issues off to foliage and now dismiss me when I call but I am not buying their excuse it at least in part.  I've spoke to several new wireless users in my subdivision and have developed a theory.  In anticipation of their roll out of 4G equipment before the end of Dec of this year Verizon has over sold capacity in my area (very rural) since last Oct after the foliage dropped.  Now that the foliage is back the connectivity has been degraded by the additional users.  In addition to my conversations with the new users in my last conversation with the tech he volunteered to cancel my contract with no penalties (I've got 15months left before my two years are up).  Has anyone experienced this?  Has anyone used an amp to boost signal strength?  If how did it work?

[John_Getzke]

RJ,

I have never heard of VZW blaming a connection problem on foilage before, sounds kinda fishy to me.  Although its plausible I wouldnt think it would be very likely to be the real issue.  I'd put more salt into the overloading the local network theory.  That should be easy to confirm by testing your connection at off peak hours.  Try staying up late or waking up early for a few days and see if there is any difference in performance vs peak hours.  You could also try driving out of range into another territory and sample the connection in a different area to compare.

Signal strength can always be boosted as long as there is a signal to work with.  A great site to check out is the 3Gstore for a walk through guide to see if an amp/antenna would help you.  Complete the steps for a site survey and compare your results with the various products which may fit your situation.

Site Survey:

http://3gstore.com/page/13_will_an_antenna_help_me.html

[RJCPIM]

Thanks John,  They way my theory came to light was because I will jump from a weak 1-1/2 bars up to a solid 4 bars out of the blue and stay there for a day to two weeks.  Occasionally it will be there very early in the morning but degrades by late morning, this would not happen if it were foliage.  I work for a secure communications company and foliage can be a real issue when dealing with RF communications but in cases where it is an issue the signal is gone once foliage is out and doesn't come back again until after fall.  Either Verizon doesn't want to admit that they have over sold capacity or it is a case of a lazy tech who is feeding me that answer to get the issue off of his plate.  I've asked to speak with the field tech directly but they will not permit it.  Thanks for the site survey link I will definitely give it a try.

RJ

[John_Getzke]

RJ,

Thanks for the feedback, I learned something new from it : )  Its always fun to share info with another technologist.

RJCPIM wrote:

Either Verizon doesn't want to admit that they have over sold capacity or it is a case of a lazy tech who is feeding me that answer to get the issue off of his plate. 

I'd say its a combination of both.  The non-field tech's can/will only go so far into troublshooting.  They rarely have answers that are not provided from one of thier troublshooting manuals/resources.  I can see how what you are asking for would go over thier heads.  Try asking them about IPv6 sometime and see what kind of jibberish they will feed you.

As 4G LTE continues to roll out, VZW will continue to focus on expansion first.  That means some issues will get flaked off unless there is a serious outage.  Amplifiers and antennas sound like a good fit for your situation.  The correct amp/antenna setup should be able to hold you off until VZW can double back and take a deeper look at your area.

Please keep us posted on your findings. 

[RJCPIM]

I think (hope) the issue has been resolved.  After talking to my neighbor last Friday afternoon she experienced the same issue later that evenig.  She said that they had to remove the 551L modem from the router insert it into the computer and updat the software on it in VZ Access Mgr.  When I got home today I did the same thing only after VZ Access Mgr came up it prompted me to check for software updates.  After I accepted another message came up and made the open ended statement "your software is up to date".  When I read it I couldn’t tell if my software was just updated or my software was current and did not need updated.  I removed the modem and put it back into the router and my signal went up to four bars immediately and has been there all evening.  I have even called via VOIP several times (something we have not been able to do for three weeks) and have had a very good connection each time.  I think "your software is up to date" means the software was updated.  Anyway, it's definitely not foliage or else I would not be pulling down four bars.  I have a signal booster on the way and can't wait to hook it up.

RJ

[MyVer]

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