Ellipsis jet pack disconnects at home only
LESPRitdunord
Newbie

Can anyone help me?  I have been using an Ellipsis Jetpack for the past year with no problems,  then 2 weeks ago it suddenly started to disconnect from all my devices.  I only ever have my Imac, printer, ipad and amazon echo connected, and usually turn off the ipad and printer to save data usage.    the message I receive on my computer is   could not join jetpack a connection time out occurred.   Sometimes it will connect for 1-2 minutes then disconnects.   However it works perfectly if I use it away from my home.

I cannot think of any device that I have added to my home in the last 2 weeks that would effect my jetpack.   I am currently having to use my Smart phone as the hotspot.

Any advice......?

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derekr_vzw
Verizon Employee

LESPRitdunord,

We always want to make sure your device is working properly. Let's work together to get to the bottom of this. What model Ellipsis Jetpack are you using? What devices are you connecting to when away from the home? 

DerekR_VZW

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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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LESPRitdunord
Newbie

hi, it is an ellipsis jetpack 4g lite mobile hotspot MHS800L

I have been calling the verizon technicians who are telling me they can’t work it out and it must be broken. I took the jetpack to my business 3 miles away from my home and it works fine, connects and stays connected to my iPhone and my iPad.

at home it wont stay connected to my iPhone , iPad, iMac or amazon echo. I only connect one or two devices at a time to try to save Data usage. it worked fine up until 2 weeks ago when it started to disconnect.

the jetpack has updated software, i have factory reset it, i have done everything the techs told me to do, I can only think that there is something in and around my home that has recently been set up that is interfering with it.

I am going to walk up my drive way with the jet pack and my iPad and see how far away from the house I can get until it stays connected !

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andreas_vzw
Verizon Employee

I appreciate these details, as well as all the steps you have taken, LESPRitdunord. Interference may be a factor since this is only occurring at home. Were you able to test your connection? Were the technicians able to open a ticket for your area?

AndreaS_VZW

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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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LESPRitdunord
Newbie

no the technicians were not helpful, i took my iPad and hotspot to the top of my drive way which is approx 350 feet from the house itself I do not know what you mean by ‘ticket for my area’

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Ann154
Community Leader
Community Leader

They are referring to a trouble ticket for the VZW tech to investigate any service issues.

I'm most definitely NOT a VZW employee. If a post answered your question, please mark it as the answer.

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vzw_customer_support
Customer Service Rep

Thanks for letting us know LESPRitdunord. What was the result when taking the devices to the top of your driveway? Were you able to connect? Did our over-the-phone techs perform a coverage check of your area or file a ticket to see if a network issue exists in your immediate area?

 

EbonyR_VZW

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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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collish1
Newbie

I am having the same issue with my jetpack....although it is a mifi 6620L - I don't see any resolution in this string ....were they able to figure out what was happening and fix it?

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vzw_customer_support
Customer Service Rep

We don't want your Jetpack to disconnect from your devices Collish1. How long has this been going on for? What happens when you try to connect your devices back? Does this happen with all devices?

 

AmberF_VZW

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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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Update:

Verizon Store decided that the antenna on my ellipsis jet pack was not working, But it was odd that it would work everywhere outside of my home which is on 5 acres !!

anyway- as I had an 'old’ hotspot - which Verizon told me last year that I must replace it with an Ellipsis jet pack as it was almost obsolete - I took my ‘old’ hot spot into the verizon store and they put in a new sim card and transferred my 2 year contract service to it. it works perfectly

it was only one year old when Verizon store told me to replace it and I believed them when they said the signals are different now and it wont receive correctly. It was absolute nonsense - they blatently lied to make a $200 sale.

sucks

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collish1
Newbie

Thanks for the message – I had a different model – but it was doing the same thing – wouldn’t work only at home – which funny enough also sits on 5 acres……it was just over a year old and out of warranty – so ended up buying another – only to have it do the same thing.  They finally sent me a different model (free of charge) and so far this one is working.

Kind Regards, Sharon

--

[removed]

Personal content removed as required by the Verizon Wireless Terms of Service​.

Message edited by Verizon Moderator.

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LESPRitdunord
Newbie

Hi Sharon

my ellipsis was 2 weeks over its warranty period - glad I had my old one that worked. But still annoyed that they sold the ellipsis to me when I didnt need it

oh well, just glad I got internet again LOL

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stef7
Master - Level 2

Not to be a Killjoy, but the older model device... Is it 3G?

In other-words, did your 4G/LTE signal become degraded, but 3G still works?

It could be because of a change to the Tower, perhaps the frequency band it uses, or the Tower's antenna orientation, or something else.

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collish1
Newbie

I’ve not had a problem with the new model – only been 1 day – but it worked fine!

Kind Regards, Sharon

--

[removed]

Personal content removed as required by the Verizon Wireless Terms of Service​.

Message edited by Verizon Moderator.

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LESPRitdunord
Newbie

no, my ‘old’ hotspot is a 4G Lite - they just lied to me Smiley Sad

I tried to ask the Tech support people about their antenna and if it had changed or anything similar and they said no, just that my hot spot was broken.

I still dont understand how it works everywhere else I take it, just not at my home.

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stef7
Master - Level 2

Can you provide your model for the old unit that works fine in your home?

I'm thinking one device uses one band or set of bands, and the new device uses another set for 4G/LTE, and the new device's band(s) just aren't penetrating your house well, or on the tower closest to you, the antennas for that band(s) have been re-oriented, or maybe their gain has been adjusted to decrease interference with other towers.

I wish they'd just come out and say what they are doing, because a lot of people are asking similar questions, and they don't have the devices you have, i.e. it's happening on their phones.

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LESPRitdunord
Newbie

On the back it says SSID Verizon 890L/4CDF

Sent from my iPhone

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stef7
Master - Level 2

Right, an 890L by ZTE.

Right, an 890L by ZTE. CDMA2000 1X 800/1900 / LTE 700

What does the tiny screen say 4GLTE or 3G when operating?

Your newer Elipsis (you didn't provide model) might not even support fallback to 3G for data. Ouch.

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LESPRitdunord
Newbie

it says 4g

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