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Jetpack Issues
CountryGent
Member

The Jetpack is NOT SUITABLE for operating Wi-Fi thermostats or other remotely controlled Wi-Fi devices (security systems etc). I have just learned this the hard way.

I have a home in a rural area with no decent internet available. Jetpack is great—but only for getting the internet. I have successfully connected my Wi-Fi thermostat to the Jetpack but when I try to access it from the city, I find that it has lost its connection to the thermostat and the only way to get it back is to drive 115 miles and re-cycle the Jetpack. That means I can't warm up the house remotely in winter before I get there.

VZW's reps, unfortunately, are unaware of this Jetpack shortcoming and so I've been around and around the block with this issue (should have Googled it FIRST). First they thought the Jetpack was defective so they sent a replacement. The problem persisted. I just spent an hour on the phone with VZW's tier 2 tech support only to be told that the Jetpack is not designed to provide an uninterrupted signal.

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Re: Jetpack Issues
7e18n1
Sr. Member

Before you dig yourself in deeper, Verizon’s consumer electronics hiccup enough that leaving any piece alone and working for extended periods of time will more likely fail than continue to function.

Re: Jetpack Issues
CountryGent
Member

Does anyone have experience with VZW's 4G LTE Installed service? They install an antenna on your home to receive the signal. I am thinking of changing from Jetpack to this instead in the hopes that the signal will be  but if I'm going to have the same issues (i.e. loss of remote connectivity for wi-fi thermostat etc) then I won't bother.

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Re: Jetpack Issues
vzw_customer_support
Customer Support

CountryGent-


Having reliable service is important.  We do want you to get the most out of your service and devices.  Read all about the 4G LTE Internet installed here http://vz.to/1l1WWT0.  Keep in mind all of our products and services do come with a 14 day worry free guarantee.


EmmaM_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 Issues
CountryGent
Member

Yes, reliable service is important which is why I'm disappointed that the Jetpack doesn't provide me with an uninterrupted connection to control my wi-fi thermostat. If I get the Installed 4g LTE, is it possible to have it on the same account, return the Jetpack and get the Cantenna instead? Is the Cantenna guaranteed to provide an uninterrupted signal that would make it possible to use my wi-fi thermostat?

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Re: Jetpack Issues
vzw_customer_support
Customer Support

CountryGent-


You asked a wonderful question.  The 4g LTE installed can be on the same account as your Jetpack.  Are you still within your 14 day worry free guarantee to exchange devices?  If so, you would be able to do the exchange.  Also, we are currently out of stock for the 4g LTE installed.  What is your zip code so we can check our coverage area?


EmmaM_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 Issues
CountryGent
Member

My zip code is 12529. I signed up for the Jetpack on 5/29/2015. Unfortunately, it has taken several months to diagnose the remote connectivity issue so the 14-day period has long since expired. However, this is not my fault. At first, VZW support determined that the Jetpack was defective and shipped me the wrong model as a replacement. Then the correct model was shipped and I discovered that the problem persisted. I called again yesterday and spent close to an hour on the phone with a VZW rep who was unable to figure out what the issue is. It was only through information that I found in this forum that I learned that the Jetpack is not reliable for remote connectivity and uninterrupted service. If I were to switch to the Installed service, I would still maintain an account with VZW for the full 2-year contract; it would just be for Installed 4g LTE instead of the Jetpack. In other words I do not want TWO service accounts. I only need ONE that works. So the question is—will 4g LTE Installed provide a reliable, uninterrupted connection that I can depend on for use with my wi-fi thermostat?

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Re: Jetpack Issues
vzw_customer_support
Customer Support

CountryGent-


Thank you for the information you provided. The 4g LTE installed is a dependable device because it is connected to our reliable 4g network.  We do strive to provide customers the most dependable 4g service.



EmmaM_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 Issues
John_Getzke
Leader
Leader

> The Jetpack is NOT SUITABLE for operating Wi-Fi thermostats or other remotely controlled Wi-Fi devices (security systems etc). I have just learned this the hard way.

Yes, this is true.  Jetpacks are not designed to be powered on 24x7x365, despite what the sales reps tell you (via misinformation or desire to make a sale).  Jetpacks work best when powered on and off only when needed.  VZW has better options for always on internet connections such as USB modems, 4G LTE routers and LTE Internet Installed.  You might want to give them a call or stop by a store to see if they can swap you out with a different device that is better suited for the scenario you hope to use the device in.

Otherwise if you plan to continue to use the Jetpack something to look into would be a simple battery timer.  Some Jetpacks will allow you to power them up without a battery plugged in.  If so then plug the Jetpack into a wall outlet via your battery/light timer.  Once or several times a day have the timer reset the power connection to reboot the Jetpack.  If you have it configured correctly the Jetpack will auto reboot itself and refresh the connection.  Or you could do other scheduled events too like powering it off during the night and back on again during the day time. Or powering it on every few hours just to check in from time to time.

The concept of a light timer regulating the reboots of your VZW device does work better with non-battery powered devices like USB modem+cradlepoint routers, 4G LTE routers and LTE Internet installed.  But with a little tweaking you can get it to work with a Jetpack too.

> will 4g LTE Installed provide a reliable, uninterrupted connection that I can depend on for use with my wi-fi thermostat?

LTE Installed has several distinct advantages over a Jetpack in your situation:

1. LTE installed comes with a public IP address.  This is important for remotely accessing your personal devices in the cabin from your home without the assistance of a VPN. (If VZW stopped doing this I'd like to know)

2. LTE installed comes with equipment that is designed to remain powered on 24x7, unlike a Jetpack

3. LTE installed comes with more powerful radio equipment, much better suited for a consistent and stronger signal

4. LTE installed comes with an external antenna, mounted to your roof for better reception to the local VZW towers than a Jetpack which rests inside the home and has to battle with interior elements

5. LTE installed comes with a normal home router with common coverage features.  A Jetpack is a personal internet device with a tiny WiFi radius only good for up to 100 ft in ideal situations. 

Can anyone guarantee that it will work better?  No.  The only way to find out is to dive in and see how it works because every environment and installation is different.  If you are a DIY kind of user you can rig up a similar environment to the LTE Installed with a USB modem and custom external antenna, but you wont get the free public IP address.