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Forum Discussion

PrismUSA's avatar
PrismUSA
Tutor
Oct 25, 2020

MR5000 Issue after upgrade to NTGX50_15.13.05.00

We have some MR5000 Nighthwak 5G Hotspots. 

Recently one was upgraded from NTGX50_15.10.08.00 to  NTGX50_15.13.05.00

 

Now the hotspot will not connect to NR5G signal, always stays on 4G LTE.

 

Before upgrade it was on 5G 95% of the time, without issue. 

Now in same locations, it has never gone back to 5G, only 4GLTE. 

 

The two others that are not upgraded are connected to 5G and working well. 

 

I have spoken with ATT on the phone, and gone to an ATT store. They say something is worng with the device. 

 

I attempted to register the device with Netgear, and the site tells me the serial number is not valid... 

 

Please advise what to do.

5 Replies

  • Blanca_O's avatar
    Blanca_O
    NETGEAR Employee Retired
    Oct 25, 2020

    Hi PrismUSA

     

    Welcome to NETGEAR Community!

     

    Thanks for sharing your feedback. I'll have the information forwarded to our product teams.

     

    Just to verify, have you tried factory resetting the device? 

     

    Regards,
    Blanca
    Community Team

    • PrismUSA's avatar
      PrismUSA
      Tutor
      Oct 26, 2020

      Yes, we attempted to factory reset, still not working. 

       

      Finially got someone higer up at AT&T, they advised they have had lots of issues with this happening with the MR5000, and they have elected to do an equipment warranty replacement for me, and are overnighting me a new unit. The agent I spoke with said he has had to do this for 5-6 dozen people so far. 

      • PrismUSA's avatar
        PrismUSA
        Tutor
        Oct 27, 2020

        Getting even more pissed off....

         

        So AT&T replaced the MR5000 with a MR1100 and advised they can not replace it with a MR5000, as the MR5000 is discontinued and being removed from service due to it having too high of a failure rate. I was not offered a refund, or compensation of any type. 

         

        So I paid for a $500 device, it got screwed up by a software update, and ive been given a $250 device as a repalcement that does not even support the same technology or speeds.