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JohnFrampton's avatar
JohnFrampton
Aspirant
Jan 02, 2023

Netgear Nighthawk m6 pro mr6500 issues

We recently upgraded to this modem/router to access AT&T 5g network. We are experiencing the following problems.

  1. WIFI constantly/randomly drops out and we need to reboot the router to get the wifi back.
    1. The ethernet connected devices seem to not have an issue and continue to work. I say devices because we have a have the modem connected to a switch. We aren't able to find any reason this is happening. 
  2. The device tells us it is overheating and will stop charging and use battery power.
    1. We have roughly 20 devices connected to the at any given time.

We have placed a mesh network in and are turning off the wifi on the m6 pro to help alleviate the first problem. This solution works but cost $$$ on top of the purchase price for the m6. We are still seeing the overheating issue.

 

Thanks for any help direction you can provide on these matters.

 

John

19 Replies

  • kbusby10's avatar
    kbusby10
    Aspirant
    Jan 06, 2023

    same exact issue but with first net. JohnPeng has said they have been waiting for some "fix" but thats been the story for about 3 months now. JohnPeng do you have any news on this?

     

    Thanks

    • JohnPeng's avatar
      JohnPeng
      NETGEAR Expert
      Jan 06, 2023

      Please confirm you are using AT&T M6 or Netgear retail MR6150.

       

      We have released the update to address some of the data connection issues before Christmas. Please check whether your device is on FW 12.04.22.00.

       

      If you still see the issues with FW 12.04.22.00, please let me know. I will work with you to further debugging them.

       

      Sorry for the inconvenience.

       

      Thanks

       

      • kbusby10's avatar
        kbusby10
        Aspirant
        Jan 07, 2023

        JohnPeng 

        I am using the AT&T M6.

         

        My current firmware is NTGX65_10.04.22.00. It says the current software is up to date and nothing says a new firmware is available when i check for updates.

         

        From previous tips, I changed the screen to never sleep and have been using the battery in place.

         

        The temperature is reading 39 celsius and 36 celsius for battery

         

        Furthermore, I am using the Net Gear Orbi RBK13 mesh system with the ethernet cable plugged in and wifi turned off. It currently runs 23 devices ranging from TVs, laptops, 2 ring cameras. No Gaming. I understand this mesh system may not be the best so I am in the process of updating to the Orbi 760 5.3 mesh system.

         

         

  • JohnPeng's avatar
    JohnPeng
    NETGEAR Expert
    Jan 06, 2023
    JohnFrampton wrote:

    We recently upgraded to this modem/router to access AT&T 5g network. We are experiencing the following problems.

    1. WIFI constantly/randomly drops out and we need to reboot the router to get the wifi back.
      1. The ethernet connected devices seem to not have an issue and continue to work. I say devices because we have a have the modem connected to a switch. We aren't able to find any reason this is happening. 
    2. The device tells us it is overheating and will stop charging and use battery power.
      1. We have roughly 20 devices connected to the at any given time.

    We have placed a mesh network in and are turning off the wifi on the m6 pro to help alleviate the first problem. This solution works but cost $$$ on top of the purchase price for the m6. We are still seeing the overheating issue.

     

    Thanks for any help direction you can provide on these matters.

     

    John

    Hi John,

     

    For the overheating issue, please provide some details on your network setup.

     

    1. On M6, 2.5Ghz ethernet port is enabled?

    2. What is the Mesh system you connect to M6?

    3. For the 20 clients, what are the common data usages on them, such as gaming, streaming, etc.

     

    Thanks

    John

    • JohnPeng's avatar
      JohnPeng
      NETGEAR Expert
      Jan 06, 2023
      JohnPeng wrote:
      JohnFrampton wrote:

      We recently upgraded to this modem/router to access AT&T 5g network. We are experiencing the following problems.

      1. WIFI constantly/randomly drops out and we need to reboot the router to get the wifi back.
        1. The ethernet connected devices seem to not have an issue and continue to work. I say devices because we have a have the modem connected to a switch. We aren't able to find any reason this is happening. 
      2. The device tells us it is overheating and will stop charging and use battery power.
        1. We have roughly 20 devices connected to the at any given time.

      We have placed a mesh network in and are turning off the wifi on the m6 pro to help alleviate the first problem. This solution works but cost $$$ on top of the purchase price for the m6. We are still seeing the overheating issue.

       

      Thanks for any help direction you can provide on these matters.

       

      John

      Hi John,

       

      For the overheating issue, please provide some details on your network setup.

       

      1. On M6, 2.5Ghz ethernet port is enabled?

      2. What is the Mesh system you connect to M6?

      3. For the 20 clients, what are the common data usages on them, such as gaming, streaming, etc.

       

      Thanks

      John

      Further more, you can use the device without battery when you set up the device to connect to a Mesh system. No battery operation feature is designed to support such use case. When you set up the device without battery, please monitor the device temperature by logging in to WebUI and under Diagnose page. Check the maximum temperature the device reports under your network setup. 

       

      Thanks

  • Flatworm's avatar
    Flatworm
    Initiate
    Jan 08, 2023
    I have a new Netgear Nighthawk MR6500, AT&T branded M6 Pro with latest AT&T firmware on it. It stays on between 1 to 10 minutes before completely turning off. It is plugged in the wall on the highest performance / range setting with the battery removed (as required for that setting). The only way to get it to work again is to unplug and RE plug the usb cable. This then reboots the device and starts the cycle over before it turns off again. This is a new device and should not be having this issue. The device gets warm, but I don’t believe it’s hot enough to be overheating. Please help. See reference pics linked below. Thanks in advance.

    https://share.icloud.com/photos/06aDeUzIL64Mdk_ah3uCQldWQ
    • JohnPeng's avatar
      JohnPeng
      NETGEAR Expert
      Jan 08, 2023
      Flatworm wrote:
      I have a new Netgear Nighthawk MR6500, AT&T branded M6 Pro with latest AT&T firmware on it. It stays on between 1 to 10 minutes before completely turning off. It is plugged in the wall on the highest performance / range setting with the battery removed (as required for that setting). The only way to get it to work again is to unplug and RE plug the usb cable. This then reboots the device and starts the cycle over before it turns off again. This is a new device and should not be having this issue. The device gets warm, but I don’t believe it’s hot enough to be overheating. Please help. See reference pics linked below. Thanks in advance.

      https://share.icloud.com/photos/06aDeUzIL64Mdk_ah3uCQldWQ

      Please capture a model.json file and send the PM to me.

       

      Please also confirm you are using the PA and USB cable shipped with the device. If possible, please send the photos of the PA spec and USB cable with the part number sticker by email at jopeng@netgear.com

       

      Thanks

      John

      • CDW2021's avatar
        CDW2021
        Tutor
        Feb 14, 2023

        I have the same set up and same problem.  Have new MR6500 that drops internet and have to unplug and reboot to reconnect to cell service

        We have updated firmware and the version is now ntgx65_10.04.22.00 but issue continues.

         

        Is there a fix or should I return and go with another brand?