Jetpack needs to be reset constantly

We understand your concern to have a fully working device. We want to help you resolve this. Are any other devices having issues? What kind of device is it connecting to this jetpack? Is this happening everywhere you go, or only in this location? Have you tried a factory reset on this device?

JavierMD_VZW
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kd7155

To other Verizon devices are having issues.

My TV, phones, and occasionally my laptop are connected. Jetpack has only ever been in one location, has 3-4 bars of 4G constantly, but will disconnect when after 30 minutes when streaming. Works great for another 30min, then reset and repeat and repeat.

The first 2 months I had no problems with it disconnecting ever.

Yes, I have tried a factory reset and it didn't make a difference with the problem.

And I have the Unlimited prepaid plan.

kd7155

No* other Verizon devices are having issues.

John_Getzke

what do the logs on the jetpack say when the internet stops flowing?

Try to copy and paste the log files from the Jetpack before you reboot it. Lets see what the Jetpack is saying.

Having your jetpack work is essential, kd7155. Let's dig into this further. You've indicated that you have a TV, cell phones, and a laptop connecting to the jetpack. Are the cell phones also on your prepaid account, and if so, do they run into similar data connectivity issues when streaming from them when not connected to the jetpack? What is the operating system on those devices?

LynnE_VZW
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kd7155

There is one cell phone on a prepaid 3GB plan. It does not have any problems with streaming like the jetpack does.

Would the jetpack's streaming be interpreted by Verizon due to data usage amounts even tho it's on the Unlimited plan?

Verizon Support: I am having the EXACT same issue. This sounds like something that happened on your side like an update to the device. Please research and let us know.

JohnGalt2, keeping you connected is our main priority. To ensure we are aligned, we do have a couple of questions. First, when did the issue with your jetpack begin? Also, has anything changed with your device? Do you experience issues with the jetpack when connecting it to a specific device or with all devices?

JaimeG_VZW
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Hi: This started about one week ago, January 27th. Nothing has changed with the device. When it locks up, no devices can get on the internet. It just occurred before I replied to this email and I had to reboot the device.

Has anything changed with this line of devices in the last week? Did verizon issue a patch or update to all the devices? Why would multiple people have the same issue with this device ?

Thank you,

2019/01/31 18:28:48] Request : Log enable change to Enabled

USB Charger: Connected

Battery Level : 0

WIFI: CONNECTED Device Number: 5

WIFI: CONNECT: 88:de:a9:39:88:ad

WIFI: CONNECT: 08:05:81:23:1b:8d

WIFI: CONNECT: 84:89:ad:81:d9:d8

WIFI: CONNECT: 2c:f0:ee:22:85:76

WIFI: CONNECT: f8:04:2e:00:94:9b

USB Charger: Disconnected

WIFI: CONNECTED Device Number: 4

WIFI: DISCONNECT: 2c:f0:ee:22:85:76

WIFI: CONNECTED Device Number: 5

WIFI: CONNECT: 2c:f0:ee:22:85:76

WIFI: CONNECTED Device Number: 4

WIFI: DISCONNECT: 2c:f0:ee:22:85:76

LTE Connection lost

USB Charger: Disconnected

Battery Level : 6

LTE Connection established

WIFI: CONNECTED Device Number: 1

WIFI: CONNECT: 88:de:a9:39:88:ad

WIFI: CONNECTED Device Number: 2

WIFI: CONNECT: 08:05:81:23:1b:8d

WIFI: CONNECTED Device Number: 3

WIFI: CONNECT: 84:89:ad:81:d9:d8

WIFI: CONNECTED Device Number: 4

WIFI: CONNECT: f8:04:2e:00:94:9b

USB Charger: Connected

USB Charger: Disconnected

WIFI: CONNECTED Device Number: 3

WIFI: DISCONNECT: f8:04:2e:00:94:9b

WIFI: CONNECTED Device Number: 4

WIFI: CONNECT: 2c:f0:ee:22:85:76

WIFI: CONNECTED Device Number: 3

WIFI: DISCONNECT: 2c:f0:ee:22:85:76

USB Charger: Connected

LTE Connection lost

USB Charger: Connected

Battery Level : 6

USB Charger: Disconnected

LTE Connection established

WIFI: CONNECTED Device Number: 3

WIFI: CONNECT: 88:de:a9:39:88:ad

WIFI: CONNECT: 08:05:81:23:1b:8d

WIFI: CONNECT: 84:89:ad:81:d9:d8

LTE Connection lost

USB Charger: Connected

Battery Level : 6

LTE Connection established

WIFI: CONNECTED Device Number: 3

WIFI: CONNECT: 08:05:81:23:1b:8d

WIFI: CONNECT: 84:89:ad:81:d9:d8

WIFI: CONNECT: 88:de:a9:39:88:ad

USB Charger: Disconnected

WIFI: CONNECTED Device Number: 4

WIFI: CONNECT: f8:04:2e:00:94:9b

WIFI: CONNECTED Device Number: 3

WIFI: DISCONNECT: f8:04:2e:00:94:9b

USB Charger: Connected

USB Charger: Disconnected

USB Charger: Connected

LTE Connection lost

LTE Connection established

USB Charger: Connected

Battery Level : 6

WIFI: CONNECTED Device Number: 1

WIFI: CONNECT: 84:89:ad:81:d9:d8

WIFI: CONNECTED Device Number: 3

WIFI: CONNECT: 88:de:a9:39:88:ad

WIFI: CONNECT: 08:05:81:23:1b:8d

USB Charger: Disconnected

WIFI: CONNECTED Device Number: 4

WIFI: CONNECT: f8:04:2e:00:94:9b

WIFI: CONNECTED Device Number: 5

WIFI: CONNECT: 2c:f0:ee:22:85:76

WIFI: CONNECTED Device Number: 4

WIFI: DISCONNECT: 2c:f0:ee:22:85:76

WIFI: CONNECTED Device Number: 5

WIFI: CONNECT: 2c:f0:ee:22:85:76

WIFI: CONNECTED Device Number: 4

WIFI: DISCONNECT: 2c:f0:ee:22:85:76

WIFI: CONNECTED Device Number: 5

WIFI: CONNECT: 2c:f0:ee:22:85:76

WIFI: CONNECTED Device Number: 4

WIFI: DISCONNECT: 2c:f0:ee:22:85:76

WIFI: CONNECTED Device Number: 3

WIFI: DISCONNECT: f8:04:2e:00:94:9b

WIFI: CONNECTED Device Number: 4

WIFI: CONNECT: 2c:f0:ee:22:85:76

WIFI: CONNECTED Device Number: 3

WIFI: DISCONNECT: 2c:f0:ee:22:85:76

WIFI: CONNECTED Device Number: 4

WIFI: CONNECT: 2c:f0:ee:22:85:76

WIFI: CONNECTED Device Number: 3

WIFI: DISCONNECT: 2c:f0:ee:22:85:76

WIFI: CONNECTED Device Number: 4

WIFI: CONNECT: 2c:f0:ee:22:85:76

WIFI: CONNECTED Device Number: 5

WIFI: CONNECT: f8:04:2e:00:94:9b

WIFI: CONNECTED Device Number: 4

WIFI: DISCONNECT: 2c:f0:ee:22:85:76

WIFI: CONNECTED Device Number: 5

WIFI: CONNECT: 2c:f0:ee:22:85:76

WIFI: CONNECTED Device Number: 4

WIFI: DISCONNECT: 2c:f0:ee:22:85:76

WIFI: CONNECTED Device Number: 5

WIFI: CONNECT: 2c:f0:ee:22:85:76

WIFI: CONNECTED Device Number: 4

WIFI: DISCONNECT: 2c:f0:ee:22:85:76

WIFI: CONNECTED Device Number: 5

WIFI: CONNECT: 2c:f0:ee:22:85:76

WIFI: CONNECTED Device Number: 4

WIFI: DISCONNECT: 2c:f0:ee:22:85:76

WIFI: CONNECTED Device Number: 5

WIFI: CONNECT: 2c:f0:ee:22:85:76

WIFI: CONNECTED Device Number: 4

WIFI: DISCONNECT: f8:04:2e:00:94:9b

WIFI: CONNECTED Device Number: 5

WIFI: CONNECT: f8:04:2e:00:94:9b

WIFI: CONNECTED Device Number: 4

WIFI: DISCONNECT: 2c:f0:ee:22:85:76

WIFI: CONNECTED Device Number: 5

WIFI: CONNECT: 2c:f0:ee:22:85:76

WIFI: CONNECTED Device Number: 4

WIFI: DISCONNECT: 2c:f0:ee:22:85:76

WIFI: CONNECTED Device Number: 5

WIFI: CONNECT: 2c:f0:ee:22:85:76

WIFI: CONNECTED Device Number: 4

WIFI: DISCONNECT: f8:04:2e:00:94:9b

USB Charger: Connected

LTE Connection lost

USB Charger: Connected

Battery Level : 6

LTE Connection established

WIFI: CONNECTED Device Number: 1

WIFI: CONNECT: 88:de:a9:39:88:ad

WIFI: CONNECTED Device Number: 3

WIFI: CONNECT: 84:89:ad:81:d9:d8

WIFI: CONNECT: 08:05:81:23:1b:8d

USB Charger: Disconnected

WIFI: CONNECTED Device Number: 4

WIFI: CONNECT: 2c:f0:ee:22:85:76

WIFI: CONNECTED Device Number: 3

WIFI: DISCONNECT: 2c:f0:ee:22:85:76

WIFI: CONNECTED Device Number: 4

WIFI: CONNECT: 2c:f0:ee:22:85:76

WIFI: CONNECTED Device Number: 3

WIFI: DISCONNECT: 2c:f0:ee:22:85:76

WIFI: CONNECTED Device Number: 4

WIFI: CONNECT: 2c:f0:ee:22:85:76

WIFI: CONNECTED Device Number: 3

WIFI: DISCONNECT: 2c:f0:ee:22:85:76

WIFI: CONNECTED Device Number: 4

WIFI: CONNECT: b8:8a:60:a5:37:e1

WIFI: CONNECTED Device Number: 5

WIFI: CONNECT: 2c:f0:ee:22:85:76

WIFI: CONNECTED Device Number: 4

WIFI: DISCONNECT: 2c:f0:ee:22:85:76

WIFI: CONNECTED Device Number: 3

WIFI: DISCONNECT: b8:8a:60:a5:37:e1

WIFI: CONNECTED Device Number: 4

WIFI: CONNECT: 2c:f0:ee:22:85:76

WIFI: CONNECTED Device Number: 3

WIFI: DISCONNECT: 2c:f0:ee:22:85:76

WIFI: CONNECTED Device Number: 4

WIFI: CONNECT: 2c:f0:ee:22:85:76

WIFI: CONNECTED Device Number: 3

WIFI: DISCONNECT: 2c:f0:ee:22:85:76

WIFI: CONNECTED Device Number: 4

WIFI: CONNECT: f8:04:2e:00:94:9b

WIFI: CONNECTED Device Number: 5

WIFI: CONNECT: 2c:f0:ee:22:85:76

WIFI: CONNECTED Device Number: 4

WIFI: DISCONNECT: 2c:f0:ee:22:85:76

USB Charger: Connected

LTE Connection lost

USB Charger: Connected

Battery Level : 6

LTE Connection established

WIFI: CONNECTED Device Number: 2

WIFI: CONNECT: 88:de:a9:39:88:ad

WIFI: CONNECT: f8:04:2e:00:94:9b

WIFI: CONNECTED Device Number: 3

WIFI: CONNECT: 08:05:81:23:1b:8d

USB Charger: Disconnected

WIFI: CONNECTED Device Number: 4

WIFI: CONNECT: 2c:f0:ee:22:85:76

WIFI: CONNECTED Device Number: 3

WIFI: DISCONNECT: f8:04:2e:00:94:9b

WIFI: CONNECTED Device Number: 2

WIFI: DISCONNECT: 2c:f0:ee:22:85:76

WIFI: CONNECTED Device Number: 3

WIFI: CONNECT: 84:89:ad:81:d9:d8

WIFI: CONNECTED Device Number: 4

WIFI: CONNECT: 2c:f0:ee:22:85:76

WIFI: CONNECTED Device Number: 3

WIFI: DISCONNECT: 2c:f0:ee:22:85:76

WIFI: CONNECTED Device Number: 4

WIFI: CONNECT: 2c:f0:ee:22:85:76

WIFI: CONNECTED Device Number: 3

WIFI: DISCONNECT: 2c:f0:ee:22:85:76

WIFI: CONNECTED Device Number: 4

WIFI: CONNECT: 2c:f0:ee:22:85:76

WIFI: CONNECTED Device Number: 3

WIFI: DISCONNECT: 2c:f0:ee:22:85:76

WIFI: CONNECTED Device Number: 4

WIFI: CONNECT: 2c:f0:ee:22:85:76

WIFI: CONNECTED Device Number: 3

WIFI: DISCONNECT: 2c:f0:ee:22:85:76

WIFI: CONNECTED Device Number: 4

WIFI: CONNECT: 2c:f0:ee:22:85:76

LTE Connection lost

USB Charger: Connected

Battery Level : 6

LTE Connection established

WIFI: CONNECTED Device Number: 3

WIFI: CONNECT: 88:de:a9:39:88:ad

WIFI: CONNECT: 2c:f0:ee:22:85:76

WIFI: CONNECT: 08:05:81:23:1b:8d

USB Charger: Disconnected

I am having this exact same issue. I have done everything in troubleshooting and it STILL does it. Just started about mid January. I have unlimited plan. Becoming very annoying and disruptive. Please help

Hi Verizon Support:

More people are commenting that they have the same exact problem, that started all around mid January.

Can you tell us if there was any kind of update, patch, or fix pushed out to these devices that could result in this behavior for multiple people?

If so, could it be rolled back?

Also, if this behavior persists for much longer, could we get any kind of service credit since it is making the device almost unusable.

Thank you,

Susan [removed]

Has anyone received a solution to this? This is driving me crazy. I use

internet for work and this IS my internet. Up until January 17, mine worked

fine. Since then, I've restarted and rebooted hundreds of times.

Content modified as required by Verizon Wireless Terms of Service

Thank you for the details and the log details. Were these logs directly retrieved from the Jetpack? When you find yourself having to restart the device, is it because it lost signal or because devices keep disconnecting from it?

AbrahamS_VZW
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It keeps disconnecting. It's almost as though it crashes. I have to turn it

of and turn it back on and reconnect. Has been doing it since 1/17/2019.

Prior to that I had no problems. Sometimes I have to turn it off and

reconnect in as little as 30 minutes. Other times I get an hour to three

hours. I've noticed it does it anytime I am streaming anything. Some sites

I can be on for hours before it disconnects. BUT most of the time, I'm

lucky to get an hour.

Susan [removed]

Personal information removed as required by Verizon Wireless Terms of Service

Yes, the logs were retrieved from the Jetpack admin page. Reset is needed because lost signal, not because devices keep connecting from it. Devices still show as connected to the hotspot, just no internet connectivity.

I re-iterate, that since this is occuring with more and more people, and started about the same time, can Verizon Support please research if there was any change to the device in Mid-January such as a patch or software update.

Thanks,

herbmillerjr

Same issue here. Worked fine for two months, then about three days ago started dropping on the hour (I watch uptime in diagnostics, it's actually on the hour). Now it's almost every 5-10 minutes, almost preventing me from writing this.

This is insanity.

chrismel9000, I appreciate the details that you provided and I want to ensure that we're able to restore jetpack connectivity. Help is here. Besides the update, have you made any other changes to your jetpack? In addition, can you confirm the status of the LED lights as shown here: https://www.verizonwireless.com/support/knowledge-base-40720/ Looking forward to hearing back.

LorenzoP_VZW
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herbmillerjr -

This is certainly not the type of experience we would ever want you to experience with your service. I rely on my data speeds daily, so I can understand how inconvenient it is for you to experience slow data speeds. I am confident that we can resolve the slow data speeds you’re having. Are the issues you are having indoors or outdoors?

To better assist you, can you please provide the nearest intersection and City where you are experiencing slow data speeds?

JacobV_VZW
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I finally called tech support. So far it appears fixed

On Mon, Feb 11, 2019, 1:16 PM vzw_customer_support <

Susan:

What did they do to fix it? Did they admit that the problem we're all having is due to a firmware upgrade or something on their end ?

-Corey

Rajenk5049

I am having this issue as well. Every hour my jetpack needs to be reset. This just started happening over the last few days. My devices stay connected to the jetpack, but stop receiving internet.

Rajenk5049, I appreciate the feedback over experiencing the same type of issues with your Verizon Jetpack and get that it's vital your connection remains consistent at all times. I'll be glad to help determine the root cause so you receive a proper resolution. Has there been any recent software update since this became an issue? Do you experience this loss of internet connection in multiple locations or just one? What is the exact model Jetpack you have?

AlanS_VZW
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Verizon Support:

Can you please list the latest software / firmware version for the Jetpack, and if there is a way I can revert back to the version before the latest version.

Since multiple people are having the same issue, I'm convinced that it is related to the last software / firmware update.

Surprisingly, even though I've asked multiple times, Verizon support has not responded that the issue has anything to do with an update to the device.

We want to make sure you are able to use your phone Jetpack as needed. With regard to the device and update we are unable to place the old one back on your device, but we do want to make sure you are able to access your services. You can keep up to date with the latest updates using the following link here http://spr.ly/6586ET3hu. What happens when you connect to your device and use data?

JasperM_VZW
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HI:

The MHS900L is not listed in the link you sent. Please advise.

Apologies for any confusion with the link that was shared. It does contain a full list of software updates, but the MHS900L has not received any major updates that would place it on that list. To ensure you have the latest version on your jetpack, please follow the instructions here: https://vz.to/2BIAKbo

RussellM_VZW
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VERIZON SUPPORT: THIS IS INFURIATING. WHILE ATTEMPTING TO RENEW MY 70.00 PER MONTH BILL FOR MY JETPACK, IT LOCKED UP. SO I USED MY VERIZON SMARTPHONE AS A HOTSPOT AND PAID THE 70.00. IT SAYS THANK YOU FOR YOU $140 PAYMENT. I DID NOT WANT TO PAY $140.00. PLEASE INSTRUCT ME HOW I CAN RETURN THIS NON-FUNCTIONING UNIT TO THE VERIZON STORE AND GET A REPLACEMENT UNIT. ALL SUPPORT GIVEN TO ME HAS BEEN INEFFECTIVE.