My "Jet Pack" MIFI does not stay connected, though it shows good signal. I pay too much for this service if it's to be spotty!!!

[danwalker]

Why is it that most days, my MIFI will connect when just rebooted, but then will kick out and not have service (usually after just a few minutes)? If restarted, it will once again be connected to the internet for a while, sometimes just another few minutes, sometimes for hours. This is very frustrating and is NOT what I'm paying you for!

[renodemo]

I experience this problem on a regular basis.  Bars indicate "excellent" strength but it still cuts out periodically.

[John_Getzke]

Hello all,

Please specify which Jet Pack model you have for us so we can provide some suggestions.  There are many experts here who are willing to share what has been learned.

danwalker wrote:

This is very frustrating and is NOT what I'm paying you for!

P.S. This is a user to user forum, anyone can respond to the threads posted here.  VZW might chime in from time to time but if you are looking for a direct mode of communication there are better ways.  Addressing VZW directly just sounds funny and does not garuntee a response.

Check out Verizon's Contact Us website for more info: 

http://www.verizonwireless.com/b2c/contact/index.jsp

[danwalker]

Sorry it's been so long getting back, John. I have the 4510 model of JetPack, and the reset button has helped, but hasn't cured the problem. I did update the MIFI's firmware and that may/may not have helped. we still experience this issue at least once a day. Can't thank you and the other responders enough for your kind assistance!

[John_Getzke]

Glad to hear you were able to improve the situation with a reset and firmware update.  This feedback also confirms for us that your disconnection problems are related to your communication with the local towers.

The next step is to conduct a site survey and look for areas to improve on your signal strength.  I suggest checking out the site survey steps provided by 3GStore.  After you complete the site survey feel free to share with us anything new that you learned about your enviornment.

Site Survey:

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

Sometimes simply moving your MiFi to a different area in the room can make a big difference in the performance of the device.  Other times external hardware like antenna's and amplifiers are needed.  You might want to try testing at different times of the day to compare and see if there is stress on your local towers that causes your connection to drop.

[vzw_customer_support]

danwalker,

Good afternoon!

I know the Jetpack is an important piece of communication equipment. What make/model of Jetpack do you have? Many things may be causing the Jetpack to disconnect like idle time, security software, etc. When did you first notice it disconnecting? Do you try to keep it connected constantly or only when you are using at the time? On the back or side of the Jetpack, there is an option to 'Reset'. Using a small pin or paperclip, press this button to reset the device. While powering on, please power your computer off and on. When both devices are both back up, please perform an initial connection to ensure the connection stabilizes. Please let me know more information if this does not address your concern.

Thank you,
AdamE_VZW
Follow us on Twitter @VZWSupport

[vzhater]

Danwalker,

I honestly don't know if any other services are any better (I have "4G" on my ATT phone and it seems a tad flaky also) but what you are experiencing wth Verizon has been going on since December 2010 when they launched.  I fought it for close to a year trying every device Verizon offers and finally just gave up and accepted it.  (The bite to the story is that now the device I ended up with (jetpack 4510) is actually failing electronically but they jumped at chance to say warranty is up now and won't even try to troubleshoot anything)  There is no solution for this other than just resetting the device when needed and living with the disconnects.  I did actually get an answer from two different techs (I was calling in every few days for about 6 months) that said they know there is a network glitch causing the disconnects but their focus is on expanding the network to get the subscriber base, then they will work on the infrastructure problems after that. Don't know if that is true or just some frustrated techs but there is obviously a flaw with the network and it's obviously not fixed yet.

Sorry for the pain but we all know the feeling,

Delos

[rojoyinc]

I have never had this happen yet.  Service is amazing.  Speed test shows 30mbs download. It's been amazing.  However, the sales person read my account wrong.  Told me I used 6gb a month, when in fact I use 60gb a month.  Because of this they,re taking it back and ordered me a 3G hot spot.  Boo hoo. But no decent affordable 4g plans for people that really use data.

[tjgutmann]

I live in western NY and have exactly the same problem. It has become incresingly more frustrating over the last couple of weeks. The worst times are late afternoon, evenings and weekends. Must be all the phone activity during that time period that drags done the broadband system. VZ needs to boost capacity. Let them know!

[notpc]

Have you already tried taking the battery out? That usually works for me...

[chicki415]

I've been fighting with Verizon about this problem since December.....6 devices and 3 SIM cards later and we still have a problem. I'm about to file a complaint with someone, I, too, pay too much for a service I am not getting.

[B33]

Chicki415 you said you have Changed 3 Sim cards at any time when changing the Card did Hold the Card by it's Edges A Sim Card is Very Fickle why you may ask the Gold Area of them is Sensitive to Static Electricity and the the oils in our fingers and touching one can almost render them useless it's like taking a Magnet and sliding it Across the Strip of a Credit Card. It's just a Suggestion but you might try a new one.. And pulling the Batteries might help as well..b33

[sen_droid]

First thing you would want to check is to make sure that your mifi device firmware is up to date. (if it is a mifi 4510) Connected to the device go to 192.168.1.1.  Once logged in go to advanced>diagnostics and for the modem firmware (fw) version should be 2.28 I believe.  If not up to date then you would first want to update your device on the support page for your device.  Other possible things I would make sure is that your network is set up as a private or home netwok instead of a public network via the network and sharing center.  Do you have any other devices that connect to the mifi as well? Also if you do do they have the same issue.  Also if your mifi is not plugged in when this is happening you might want to check power management on the mifi admin page (192.168.1.1)  If you are using a win xp device you might also want to make sure that the mifi is not set up as a wpa2 secure network as win xp doesnt always play nice with this type of network.

[John_Getzke]

It seems that many tangents have spung off of this simple request for help. 

Disconnection issues are unique to the location, device and interferance in the area.  We dont know any of these facts from the OP.  A vague thread like this will remain inconclusive unless more information from the OP is revealed.  If anyone here has a connection problem with thier JetPack I suggest gathering as much information about the problem as you can and start a new thread.  That way we can isolate your issue and provide accurate troubleshooting steps.

The best general advice for disconnection's with the JetPack's can be found below.  If your problem is not resolved by these steps then you will need to request for specific troubleshooting.

Common solutions:

1. Update firmware (2.28 for the MiFi 4510L)
2. Lower your MiFi to B/G down from B/G/N
3. Lower your MiFi to 3G only connections
4. Reset your MiFi to the defaults
5. Reseat your SIM card
6. Attach an external antenna
7. Purchase a booster kit from Wilson Electronics or 3Gstore
8. Power down your MiFi when not in use
9. Store your MiFi in an area where it is not exposed to extreme heat or cold
10. Try different locations and look for consistencies or gaps in service
11. Replace the MiFi under warranty

[budone]

John can the user change the channel the device uses? Most people never change their channel from the default channel 6. Can't hurt if they are able

[John_Getzke]

JetPacks do allow us to switch the wireless channel. 

However, switching the wireless channel is not a common solution for these devices.  I wouldn't normally suggest switching the wireless channel unless we conduct a site survey first.  Great tools like Meraki's stumbler can reveal the existing wireless chanels in the area and provide us insight as to where the open chanels are.

Meraki Stumbler:

http://tools.meraki.com/stumbler