Jetpack 890L frequently loses 4G, claims 3G but no data, requires hard reset

[ArsCerebri]

I recently replaced my Sprint MiFi unit (which worked extremely well, but was very slow, as Sprint only has 3G in my area) with a Jetpack 890L from Verizon.  The device started up easily, was straightforward to configure, and the 4G network is WAY faster than the old Sprint 3G that I was used to.

Unfortunately, the device seems to lose 4G connectivity *frequently*, and once it does, it is completely unable to reconnect without turning the device off and back on.  Every time it happens, I look at the device and it claims that it is on 3G with 2-4 bars of reception, but there is absolutely no data transfer at that point.  The device is completely nonfunctional, and it does not recover.  Turn the device off, turn it back on, and bam, it regains the 4G signal and we're off to the races again.  Unfortunately, the race is a Sprint (somewhat poetically), as the device will again lose connectivity in anywhere from 5-30 minutes.

I have seen other discussions about a "dormancy" issue, but I don't think that's what is at play here.  I changed that setting to "never," so it shouldn't ever go "dormant."  I think what's happening is that it loses the 4G handshake and, rather than attempting to regain it, it gives up.  Now, why there is no data transfer when it's claiming a 3G signal remains a total mystery to me.

Anybody been able to resolve this problem, or is this just a device flaw?  FWIW, I tried to update the firmware, but when I click on "software update" and then "check new" on the device, it reports "The server is unavailable."

Any thoughts?  Thanks!

-- David

[Willwny]

I had the same problem.  They sent me a replacement device - to use with the same sim card - but that didnt work. Finally, someone suggested a new sim card.  That worked and allowed the device to update the firmware.  Its been working perfectly for 2 months.

[BlueGoose]

Before I switched from Sprint, I used a relative's Jetpack and had very few drops from 4g to 3g over the course of 3-4 months.

I switched to Verizon and I have my device for less than a week and now I have a similar issue of dropping from 4g to 3g after a few minutes of use.  Sometimes the device just boots into 3G.  The coverage map shows that I am in the middle of a huge 4G zone and should get a great connection.

[DRH7654]

<Duplicate post deleted for crossposting per the .>

Message was edited by: Verizon Moderator

[vzw_customer_support]

ArsCerebri, thank you to you and the community for posting. I want to find a resolution for this issue! It sounds like you have been very proactive in trouble shooting and monitoring the behavior of the problem at hand. As one the community members had suggested, have you ever had the SIM card replaced? Have you ever done a master reset on the device http://bit.ly/S0Yyam ? Please try this and retest.


SammuelP_VZW
VZW Support

Follow us on Twitter @VZWSupport

[BlueGoose]

Actually I did all that  you suggested: Cold Boot, replaced the sim card and also replaced the hotspot.  Nothing worked.

This is really frustrating.

I hope this gets resolved.  Thanks for your concern.

[ArsCerebri]

Sammuel,

I have called Verizon Tech Support several times, and yes, they had me try several things, including a master reset.  None of them have worked, or even improved the problem at all.

I just received a new SIM card today, and have not had a chance to try it yet.  If this solves the problem, I will update this thread.

Thanks,

-- David

[ArsCerebri]

Well, that was a pretty Epic Fail: the new SIM card won't connect to the network at all.  It claims it has a 3G signal, but it never gets an IP address.  Pop the new card out, pop the old card back in, and we're off to the races again at good 4G speeds... until it randomly disconnects and I have to turn it off and back on again.

Sigh.  I'll be calling customer service soon to let them know this didn't work.

-- David

[Crtsharris]

I have also had this problem Cannot update software for the device and constantly drops off line and fails to reconnect at 4G. Then will not work in 3G. I have to shutdown the device and restart, hoping that the device will work.

In addition, I called customer service about these problems and was giving a ticket number 5571839. I have had no reply from Verizon since that day. I will call them here shortly and see what they have to say.

So far, pretty poor product.

[SeahawkFan80]

I have the same exact problem.  The device starts up and finds the 4G network but then within 5-30 minutes it drops down to the 3G network and the only way I can get it reconnect to the 4G network is by turning the device off and then on again.  Then the whole process repeats - within 5-30 minutes I drop from 4G to 3G again.  I know for a fact that I'm in a 4G area because I borrowed and used a friend's Verizon MifI 4620LE for a full week without any problems.  I was able to stay connected to the 4G network the entire time with that device.  My download speeds are lightening fast on 4G but drop down to less than 0.25MB on 3G which is worse than what I have on my current DSL.  What should I do?  Firmware update?  Hard reset?  Reconfigure the settings to only point to the n/g network?  or the LTE?  I'd appreciate any help you can provide.  Thank you.

-- Kate

[vzw_customer_support]

I know that using 4G is great! I'm sorry you're having issues with your signal SeahawkFan80. Where are you located? Have you tried power cycling the device? I would also like to recommend toggling the network settings. I have listed the steps below:

1) On the Device, from the main screen of the device, select the Settings icon then select OK.

2) Select Mobile Network then press OK.

3)Select Network Select then press OK.

4) Select a network setting then press OK.
--Global Mode
If prompted, press OK.
--LTE / CDMA Mode
If prompted, press OK.
--GSM Mode

5) Select an option then press OK.
--Automatic
--Manual

6) Select back then press OK.

7) Select back then press OK.

I hope the information above is helpful. Please keep us posted.

KinquanaH_VZW

[SeahawkFan80]

Thank you for your help. I tried the settings you suggest below and that did not resolve my problem. I followed the advice of your Customer Service personnel and took everything back to the Verizon store. I got a new modem, new Sim card and made sure they activated it while I was at the store. I brought the modem home and it’s been working perfectly ever since – in 4G the entire time. So there must have been a problem activating the last one or with the modem itself or the Sim card – something was defective. For now the problem seems to be resolved. Thanks again!

[alecks]

I have the same problem in NYC. I occasionally have this problem on my iPhone 5, but nowhere near as frequently.

[Illiniwek]

I'm having the same problems as Alecks, SeahawkFan80, Crtsharris, ArsCerebri, WillwNy, and Blue Goose.  My 890L boots into 4G but drops ino 3G, stays there, and won't connect to sites once it's in 3G. Does anybody have a resolution that has worked for them? 

[John_Getzke]

Your 4GLTE signal is failing and your 890L is defaulting back to 3G. This is normal behavior for Jetpacks. 

To influence this behavior you either need to improve your reception with boosters, antennas or amplifiers or configure your Jetpack to stay in 4G LTE mode only.  Ofcourse when your 4GLTE signal drops your MiFi will not default you back to 3G anymore which will cause different headaches.

I would suggest exploring the reception issue first.  Perform something called a Site Survey to learn more about your wireless enviornment.  Once you start to see the enviornment on paper you may be able to explore options to improve your 890L's wireless performance.

Site Survey:

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

[Illiniwek]

Thanks!  I took a look at my RSSI, and ranged from the mid -60s to -80, with a typical score in the house around -70.  It looks like maybe i could benefit from an antenna.  Verizon responded to me via email and said they thought it was a SIM card problem, though, so i'll take the darn thing into the store and see what they can do. 

[John_Getzke]

An avg RSSI of -70 is great for a 3G signal. -70 is average for 4GLTE.  Perhaps there is intermittent interferance that is causing your 4G signal to drop instead.  That or the tower/MiFi is underperforming and dropping you due to a hardware failure. 

VZW will most likely swap your SIM card for another one when you stop by the store.  They are also likely to reset your device using a paper clip and the reset button underneath the back cover.  Since your problem is in your house examining the MiFi at the store is not likely to reveal any new information.

Not sure if you can on the 890L but many users report success when disabling IPv6 on the MiFi models.  You could ask the VZW reps to perform those steps for you when you visit them.

[jerearms]

Excuse me if I didn't see this throughout the thread. I went into the 192.168.1.1 web interface and changed my Time Out from 5 minutes to never. The other option is 30 minutes. I don't know if that will help. It may only be related to being on battery only. I am using my JetPack on electric. It seems that when I have an open inactive connection that it drops. My signal is 4G with 2 bars. When it drops it goes to 3G with 1 bar and a hard reset fixes it.

[Mark_Zep]

I had the exact same problem.  Talked to Verizon tech support and they said that my SIM card did not show as registered through their network.  This could have been due to a few things but in my case they could not get it to register so I had to get a new card.  I did this at a Verizon store where they replaced the SIM and confirmed it was registered on the netowrk.  Now that it was "recognized", when I brought the JetPak home it even did some kind of software update.  Now things are working great.  So far....No more drop offs!!  So my suggestion is to have a tech confirm your SIM card is registered on their network or get a new SIM card and make sure it has correctly registered in their network.

[Illiniwek]

See Mark_Zep's response -- this was the exact same thing that happened to me (without the software update):  Verizon told me my SIM card wasn't registered, i took it to a store to get a new card, and it has stayed connected at 4G since then. At the store, they also pulled up my address to confirm that i was in a 4G area and showed me where the closest tower is so i can position the device accordingly.

I wonder if the registration issue is because bought the 890L online instead of through a store and the SIM card wasn't registered effectively online.  I wasn't able to see "messages" on my device until it was registered through the store, either.

Now, on to trying to figure out why that darn thing is churning through data at a rate that is MUCH MUCH MUCH higher than the estimates Verizon provides in its "how much data do i need" calculator...

[EveningRose_MorningTh]

I am having the same problem.

I tried updating the software, but receive a "Network Unavailable" error.

Boo.