Re: PANTECH UML290 problem
RoyB_VZW
Specialist - Level 1

The way to escalate the problem is to allow our Technical Support Team to troubleshoot the issue. Then, we complete a Trouble Ticket, which is then escalated to our Network Repair Bureau for resolution. This is the reason we have asked that you contact us, so that we can troubleshoot properly. 

 

Thanks, 

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Re: PANTECH UML290 problem
totem71
Newbie

I completely agree with BadgerMike here.

 

Having already spent several hours trying to get this product to work as advertised - researching, seeking help, posting on forums Smiley Happy - I'm personally skeptical about spending an extending period of time on the phone with tech support reps diagnosing the issue.  Based on widespread reports of very similar problems with the UML290, which we see both in this forum thread and elsewhere online, one would think Verizon had enough to go on to, I don't know - perhaps send some testers out with cards and see if they can establish usable network connections?

I think it's Verizon's job to test the products and come up with decent enough documentation/communication to get users through very basic problems like those being discussed here.  It seems disingenuous, in repsonse to widespread reports of overt product failures, for Verizon to propose that the only possible resolution is for each affected user to spend an unspecified length of time following the scripted instructions of a remote tech support rep.  Most people I know would see this kind of experience as tedious, inefficient, and disruptive, with only meager chances of arriving at a solution.  Maybe enough people will do this to provide Verizon with sufficient knowledge to better understand the problems with this device, but to me it seems blatantly unfair to customers.

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Re: PANTECH UML290 problem
cvarva1
Newbie

I just exchanged my Samsung SCH-LC11 4G hotspot for the UML290 due to PPTP VPN problems with the hotspot device with dual layer NAT's.  Good news is I now can connect to our company net via VPN, however, I can't keep a connection for any length at all so I am again dead in the water.  This is completely useless and my laptop is sitting on the counter.  I can't imagine what it would do at interstate speeds!  I really wish my old USB720 wouldn't have died, as it at least worked.  The two new solutions are 0 for 2 as far as I'm concerned. I only hope someone will post the key to solving this problem, but for now at least I've added another user that is experiencing this issue.  I'll keep troubleshooting too, but I have to get some real work done sometime. I had better performance with a 110 baud modem on a VIC20.

 

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Re: PANTECH UML290 problem
BadgerMike
Newbie

This is considered Solved?  Call tech support?  Sounds more like its being swept under the rug.  These are not the answers we hope for being your biggest aircard customer in the state.  Tech support should stay out of this community unless they have answers.   We could switch to another carrier and and make up our ETF's in 6 months with the cost savings.

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Re: PANTECH UML290 problem
mkratch
Newbie

Very unhappy customer with the UML290.  I had a Pantech UM150 (1x) from Alltel.  It worked beautifuly for nearly 3 years in my Cradlepoint MBR1000 router.  Internet was on all the time when the power was on.  We even used it to Skype with friends in Europe.  Even streamed live to the internet with Ustream, and with more than one computer connected to the router.  Of course I took the bait for the faster speed with the UML290.  It provides only multiple disconnects or fails to connect nearly all the time.  Constantly shifts back to 1x then won't reconnect.  Latest firmware updates for both the router and the modem seemed to make it worse.  The UML290 has the same problem when plugged directly into the laptop.  I took both modems back to the Verizon store to see if they would reactivate my old one.  According to them, I can,t do that without paying a king,s ransom to get out of the contract, and they can,t activate the old one.  Can't stream video and voice over satellite.  Oh, and not even a vz rf expert could help.  We're fringe people, on the edge of the service area.  I guess we are just hosed.

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Re: PANTECH UML290 problem
mkratch
Newbie

Also, don,t blame the router.  It works five by five up to a thousand feet.  I just need the modem to stay connected.  If the signal is to blame, then why wasn't it a problem for the UM150?  Reluctant to put out a grand or so to put up antennas and signal boosters unless I know it will help.  Just seems that a shmuck like me out on the fringe will have to pay again to get nothing.  And no, I won't spend another minute on chat, voice, or any other media trying to troubleshoot it.  After several months of it, the system still does'nt work.  I want my old modem back.  If vz does'nt know how to fix it then how can I?  Oh, I would be happy to host someone to come out and test the site.  mike.kratchmer@gmail.com 

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Re: PANTECH UML290 problem
RMAN
Newbie

I just want to let you all know that after making the change using the pantech utility changing the connection to 3G I was

able to finally make a L2TP VPN connection. So if you are having issue with the pantech on vpn I suggest you following the step provided by EVDO info link.

 

Thanks for the information and link, and I hope Verizon is aware of this and make some changes.

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Re: PANTECH UML290 problem
pfbanker
Newbie

I've got a similar scenario. Had a UM175 that worked great and I loved it. VZW called me to offer me the new 4G UM290 and I took the bait. I've just received the modem and cannot surf the net or get any type of connectivity with it. I've checked to make sure the firmware is up to date and even my Windows network icon in the system tray shows I have Internet access but I get nothing when I launch a browser (connection timed out error) and my Dropbox app isn't showing connectivity either.

 

Just for fun, I moved the UM290 over to my MacBook Pro and have the exact same issues. Why doesn't VZW just post the solution somewhere so we can all just fix it.

 

One thing I did notice was that each time the UM290 connects, it would set my default gateway to an IP address one higher than my computer's IP address. When I try and ping or tracert to the DGW, it would make one hop to my local tower I guess and then time out 29 more times. 

 

I'm getting really tired of screwing with this **bleep** thing.

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Re: PANTECH UML290 problem
Jenny16
Newbie

We have 4 of these devices and have connectivity and Outlook connectivity issues no matter what network we were on - 3G or 4G.  I have tried to contact verizon and basically was told they could not help me because I am using Outlook and a VPN.  My Outlook and VPN work on ANY other network other than theirs.  They disconnected me from tech support 4 times and have spent countless hours trying to figure out the problem with NO help from Verizon.  

 

Anybody have any solutions to the problem other than call Verizon technical support?

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Re: PANTECH UML290 problem-SOLVED! DOWNGRADE FIRMWARE AT WWW.VZAM.NET
DanGould15
Newbie

So after 4 hours on 3 calls over 2 days, it turns out that the latest firmware for the Pantech UML290 has some fine print on the VZAM.net website that says that it may not work with a VPN.  Nice.  Thanks for wasting my time for 4 hours.  Posting this to spare everyone my torture.  The latest firmware that you do NOT want is:

VZAccess Manager v7.6.3 (2642j) for your Pantech UML290.

 

Here is the link:

http://www.vzam.net/download/download.aspx?productid=920

 

Here is the "fine print"

NOTE - If you will be using a VPN client, it is recommended that you do not perform this update. If you do want to try the update, please test it with a single device before encouraging additional end users to download. An additional update will be available for users of VPN clients in the near future so please watch this site for details.

If you are having trouble connecting to your VPN client after upgrading to VZAccess Manager v7.6.3(2642j), a downgrade utility is available.
Downgrade Utility

 

Follow the instructions carefully.  Must also remove "automatic firmware updates" otherwise it will revert back!

 

Ugh! 

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