MiFi 4510L Problems with 4G connect after a 3G connect

[temoore]

I have a new (4 day old) Novatel. Worked great for the first day while I was in 4G area. At home we have a weak signal so it picked up and locked onto 3G. The next day back at the office (strong 4g area), it would only lock onto 3G. I took it back to the store, they needed if for a while and called and said it was fixed. It worked until I got home and picked up a 3G signal again. After that, it would not pick up 4G. I figured out how to log into the address http://192.168.1.1 and force to LTE, then it would pick up 4G. I reset it to get it back to normal, and all is fine UNTIL I am in a 3G location. Then it is locked onto 3G and I would have to force it back to LTE to get 4G.

I have a ticket into Verizon for this, but they are very slow at helping. Frustrating!

[phrider]

I'm having a similar but not identical problem.  Like you, I solve it by forcing LTE-only.

In Washington DC, the 4g network held everywhere.  The MiFi didn't lock on 3g anywhere.

In Los Angeles, it locks onto 3g, and won't find 4g (set on Global).  At my home, it will never find 4g, but if I do a site survey (diagnostics/ modem) it shows 4g signal strength of -40dB to -86dB.

What gives?  Is it the network causing this, or the MiFi?

[oosillyoo]

There is a Verizon employee who post to the forums by the name of Anthony who has no problems with his MiFi. His post can be found here http://community.vzw.com/t5/4G-Discussion/MiFi-4510L-Shortcomings/m-p/563844#M3205  

I think we all need to work with him and get our MiFis working like his.

[Ultrasport]

Interesting!  I have the same problem.  When I drive from a 4G area to a 3G and then back to a 4G, the 4510 will not see the 4G area.  Verizon has a trouble ticket on the problem but says they have no other reports of the issue.  I'm glad to know I'm not the only one with the issue.

I have also found that once this has happened (and the unit is "locked" into 3G), the speed gets lower and lower to the point it is unusable.  Today it got down to 0.01 Mbps on downloads!!!!  Verizon has replaced my 4510 TWICE now so I hope they figure this one out pretty soon.

Am I to understand that forcing the 4510 to "LTE only" fixes the problem and then you can go back to "Global" until the next time you go into a 3G area and then back to a 4G?

Thanks for any information!!!

Steve

[phrider]

I just explored the "LTE Only" mode for a few hours at home yesterday.  It worked where I was only able to get 3g before.

The diagnostics/modem status showed signals as strong as -43 dB, so something is blocking it from switching from 3g to 4g.  Given how well it worked when I was in Washington DC, it may be a market specific issue (or a combined device/ market area) issue.

We'll have to explore and find out.  It is a PIA to get onto WiFi to adjust it to LTE only..... This will be tough to explain to my technologically impatient spouse.

[bharral]

I am among those having issues with the 4150L.  I bought it just as the Verizon 4G network was crashing (back several weeks ago).  However, I reside in Wichita, KS where there is no 4G service.  The 4150L connectivity is awful when set to global (which I assume autoswitches to the fastest available mode).  I have forced the 4150L to 3G, and it works, but not nearly as smoothly as my old Verizon 2200 Mifi - so I am quite disappointed.  The connection logs show very frequent transitions to dormant mode, and the 4150L does seem to take naps - it sometimes takes several browser refreshes to get a page to load.

I traveled to Phoenix (with 4G coverage) a few weeks ago.  For that trip, I switched back to 'globabl' but did not notice improved performance.  For the next trip to a 4G area, I will try forcing to LTE.

Overall, I'm very disappointed.  I would revert back to my 2200 Mifi, but I am told that after doing that, I will need a new SIM card to switch back to the 4150L.  I guess I will wait a bit and see if this is a Verizon network problem that they can cure in the coming weeks.  Does anyone think that getting a replacement 4150L will result in any improvement?

[sapugh]

I doubt if a replacement would make a difference, I was having the EXACT same issues on both the Samsung and the novatel which leads me to believe it is the network not the device. I switched back to the 2200 until I see some posts that positively state LTE is working for the mifi in an acceptable manor

[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.

[temoore]

Well, since I am not a Verizon phone client and was just a data client, I decided this was too much of a hassle and returned the unit. Mean while I picked up a Sprint Novatel MiFi and it is much more consistent. It switched properly between 3g and 4g. The speeds won't be a blazing fast,, but they are not bad. In my office (Redmond, WA) I get 7 to 10 MBS downloads, and 1 MBS uploads (Sprint limits this). At least it is working like it should.

When I took the Verizon modem back, they told me they were aware of the problem. I might have waited if I had know that. All my calls with support and the store made me feel like I was the only one having the problem.

[98Ultrasport]

A little more information... in case Verizon is looking at this...

I discovered that you can get the device back to its original configuration by doing a HARD reset (with a paper clip) after setting it to LTE only.   Doing a software reset (from within the browser interface) will not reset it with respect to this problem.  I also discovered that if you set the device to LTE only and then go to a 3G only area, it will not connect (as I would expect).  Once in the 3G area, you can set it to EVDO and it will work at 3G.  When you are back in the 4G area, it will allow you to reset it to "Global" and it will then recognize the 4G area and work correctly.   It would appear that the problem is related to having the device in "Global" to begin with.

I am hoping we see a fix to this soon.  It's a bit agrivating to have to "play" with the 4510 to get it to work.

[jsz1]

Same issue here in LA.  In fact I attempted to return the mifi today (5 days old) since it was locked into 3g.  They were telling me that I need to pay a $35 restocking fee!

Here's to hoping the reset works.... Paying $35 for a defective product is absurd.

[98Ultrasport]

If you haven't done so, please call technical support and ask them to do a trouble ticket on the problem.  The gentleman I spoke with indicated the more trouble tickets they get, the faster the problem will be addressed.  I'm surprised it has taken THIS long.  I suspect the only reason they aren't seeing more of this problem is that MOST users are probably not in a 4G area so they don't see the issue... Yet!

[jsz1]

I have had a ticket open on the same subject since Tuesday (ticket #4369299.)  To date, no response from Verizon

[RoyB_VZW]

We are sorry you're experiencing these connectivity errors. In research, I found there are others in this area of California that are having the same problems as well. We have reported the concerns to our System Performance Team who are actually researching this right now, as the Trouble Ticket has been assigned to a specific engineer at this time. I apologize as we do not have an estimated time of repair currently. 

We appreciate your patience and look forward to resolving this for you. 

Sincerely,

[oosillyoo]

RoyB,

This is not just a problem in California. I'm seeing the same problem in the Atlanta market. If you look through the thread there are a few different Markets listed. My ticket number is NRB000004383587.

[98Ultrasport]

Roy B,

This is not a California problem only.  I have had a ticket in for a couple of weeks here in Houston... have called THREE times... NO response as yet. 

I can't believe Verizon would rather replace devices (which obviously doesn't fix the problem) as opposed acknowledging the issue and giving us a projected fix date.  I think the only reason it's not more widespread is that most buyers are not in a 4G area but as evidenced from the thread above, when they go to one, they problem will happen and Verizon will get to replace yet another device.

I can reproduce the problem at will.  It's odd to me that the Sprint device (which essentually the same device from Novatel) is reported to operate correctly.

How about telling us the status of the issue internally?????

[oosillyoo]

98Ultrasport,

Do you mind sharing your ticket number? I was told this morning that when a ticket is entered the Engineering Group should have a resolution in 48 - 72 hours.

[98Ultrasport]

Not at all..  My ticket number is {edited for privacy}

I was told the same thing about the two to three days response time.  I was told I'd get a call back in "a few days" to make sure the problem was fixed.  That was two weeks ago.  No call...

I feel like we are the Beta testers for this device.

By the way, it's POSSIBLE this is a network problem and not a device problem but regardless, since it manifests itself in the customer's device not working properly, it needs to be addressed and fixed with some level of urgency.

[oosillyoo]

98Ultrasport,

I'm on the phone with Tech Support right now and they are reporting your ticket as closed with a resolution of hardware replacement. I'm sure you are still having a problem so you might want to call in again.

I spoke with Lisa when I called and I'm waiting for a supervisor by the name of Michael to call me back.

[98Ultrasport]

I just got off the phone with them as well.  You are right.,.,. they DID show the ticket as closed because of "unable to duplicate problem".  That's an interesting way to close a ticket.

Anyway, the young lady I spoke to understood the problem and PROMISED to call me back this afternoon and let me know the status.  I referred her to this thread so she's probably reading it right now and hopefully, will see this is NOT an isolated issue.

She promised to elevate the issue to a supervisor so we'll see....

[floridonet]

Add me to the list of people having issues with 4G/3G.  I am in southern CA.