NETGEAR is aware of a growing number of phone and online scams. To learn how to stay safe click here.

Forum Discussion

Insider's avatar
Insider
Aspirant
Apr 02, 2026

MR7500 (M7 Ultra Telstra) not connecting to 5G on Optus – Solution / Fix

Hello everyone,

 

I wanted to share a full update on this issue in case it helps others, as I was facing the exact same problem.

 

Device:

Netgear Nighthawk M7 Ultra (MR7500 – Telstra firmware)

 

Firmware:

NTGX75_10.04.09.00

GUI: M7_Telstra_v07.01.47.00

 

Issue:

The device was only connecting to 4G / 4G+ on Optus, even though:

  • The SIM works on 5G instantly in a mobile phone
  • I was in a full Optus 5G coverage area
  • Network mode was set to Auto (LTE + 5G NSA)

What I tested

  1. Sent the device to Telstra under warranty
  2. They confirmed:

 

  • Device is NOT network locked
  • No firmware restriction on 5G
  • Hardware is working correctly

 

  1. Contacted Netgear
  2. They confirmed:

 

  • No global/unbranded firmware available
  • No firmware-based 5G restriction
  • Advised to contact the carrier

Actual Root Cause

 

The issue was NOT firmware or hardware.

 

It turned out to be a carrier-side provisioning issue (Optus backend).

What fixed it

 

After contacting Optus support:

  • Basic troubleshooting (APN, reboot, network reset) did NOT fix it
  • The issue was escalated to technical support

 

They performed a backend reprovisioning / profile refresh, which likely included:

  • Reapplying 5G entitlement to the SIM
  • Refreshing subscriber profile in HLR/HSS
  • Re-registering the device on the network

 

Immediately after that:

✔ Device connected to 5G (NSA / sub-6)

✔ 5G signal appeared instantly

Important Finding

 

After performing a factory reset on the modem, the issue came back again (stuck on 4G).

 

This suggests:

➡ On fresh network attach, the carrier does NOT always correctly provision 5G for this device

➡ A manual backend refresh is required again

Final Solution

 

If you are facing this issue:

 

👉 Contact your carrier (Optus / others) and ask for:

 

“5G reprovisioning / backend refresh on my service or SIM”

Final Conclusion

  • ❌ NOT a firmware lock issue
  • ❌ NOT a hardware issue
  • ❌ NOT an APN issue

 

✔ It is a network provisioning issue on the carrier side

Since the fix, the device has been working perfectly on Optus 5G with stable performance.

 

Hope this helps others facing the same problem.

 

Thanks.

mr6500

1 Reply

Replies have been turned off for this discussion
  • Insider's avatar
    Insider
    Aspirant
    Apr 02, 2026

    Hi,

     

    I faced a very similar issue, but in my case it was with an MR7500 (M7 Ultra – Telstra firmware) on the Optus network in Australia. The behaviour was almost identical — device stayed on LTE only, while the same SIM worked perfectly on 5G in a phone.

     

    Initially, I also suspected band restriction, firmware lock, or region limitations. However, after extensive testing, the root cause turned out to be different.

     

    Here is what I found:

     

    - The device was confirmed to be network unlocked

    - Hardware and RF components were working correctly

    - Firmware did not impose any 5G restriction (confirmed by both carrier and Netgear)

     

    Despite that, the device would only attach to LTE (e.g., Band 3), and all 5G parameters showed as N/A.

     

    The actual issue was carrier-side provisioning.

     

    After contacting the carrier (Optus), the front-line troubleshooting (APN, restart, manual network selection) did not fix the problem. However, once escalated, the technical team performed a backend reprovisioning / subscriber profile refresh.

     

    This likely involved:

    - Reapplying 5G entitlement flags

    - Refreshing the subscriber profile (HLR/HSS)

    - Re-registering the device on the network

     

    Immediately after that, the device successfully attached to 5G NSA and started working normally.

     

    An important observation:

    After performing a factory reset on the modem, the issue reoccurred (back to LTE only). This indicates that on a fresh attach, the network may not correctly recognize or provision the device for 5G until a manual refresh is done.

     

    Based on this experience, I would suggest the following before assuming firmware or band lock issues:

     

    1. Contact your carrier and request a:

    "5G reprovisioning / backend profile refresh"

    2. Ensure your SIM is fully provisioned for 5G service

    3. Confirm whether your network supports NSA vs SA, as some firmware only supports NSA mode

     

    In your case (SKT Korea), if n78 is deployed in SA mode and your device only supports NSA, that could also be a limiting factor. However, if NSA is available, then provisioning is still a strong possibility.

     

    Conclusion:

    Not all 5G connection issues are due to firmware or band lock — in some cases, it is purely a network provisioning mismatch.

     

    Hope this helps.