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Nighthawk M6 Pro MR6500 Dropping internet
My Nighthawk M6 Pro MR6500 keeps disconnecting from the internet. It will show it has a signal on the device itself but my computer will have no connection. I only use the ethernet port, I don't use ...
I have an AT&T Nighthawk Wi-Fi MR6500. As of this past Friday it will not connect to the network. Tells me the network is disconnected. Spent 2hrs at an ATT&T store and 4hrs on tech support with AT&T, we factory rest it, replaced the SIM card and can not get the box to connect. I use this card for work where I travel all over. This internet box was over $500 in the AT&T store. Since it’s 19 months old they will not replace it as defective as the factory warrant is expired.
I don’t know what to do get get this card working again. I can’t afford another $500 Wi-Fi there has to be a reason why on Thursday it worked fine and Friday it stopped.
JoeRubin wrote:
I have an AT&T Nighthawk Wi-Fi MR6500. As of this past Friday it will not connect to the network. Tells me the network is disconnected. Spent 2hrs at an ATT&T store and 4hrs on tech support with AT&T, we factory rest it, replaced the SIM card and can not get the box to connect. I use this card for work where I travel all over. This internet box was over $500 in the AT&T store. Since it’s 19 months old they will not replace it as defective as the factory warrant is expired.
I don’t know what to do get get this card working again. I can’t afford another $500 Wi-Fi there has to be a reason why on Thursday it worked fine and Friday it stopped.
Sorry for the inconvenience. Could you please send me a model.json to my email at jopeng@netgear.com
- Logon to the webui (http://192.168.1.1 ) as an administrator
- Navigate to URL http://192.168.1.1/model.json via the same browser window
- Capture the results (by selecting all + copy) and send it back
I will help you on this.
Thanks
JohnPengSame problem here with the unlocked MR6550 on Verizon. I called Verizon and they said the SIM card was completely activated with no issues. I have opened up a ticket with NETGEAR support, Case Number 48164926. I submitted screenshots as well as the model.json file to the ticket. Other information:
- PRI: 04.11
- Firmware version: NTGX65_12.01.47.00
Symptoms: the hotspot constantly loses internet connection (shows Mobile Broadband Disconnected or a red ❌ in the Network Map square) despite having full bars of service. An iPhone SE 3rd Generation and Samsung Galaxy Note9 in the same location and on the same network have no connectivity issues.
I refuse to run the Ethernet port at a slower speed, as gigabit Ethernet from a hotspot is the entire reason paid almost 1000 USD for the unit. I'm really disappointed, but I'll happy return this and the matching NETGEAR antenna if there's no resolution.
One idea I haven't seen in the thread so far: what AC adapter are people experiencing this problem using? The reason I'm asking is if the hotspot uses a proprietary charging protocol, then it could be losing connection due not getting enough power.jdrch Please capture a model.json file and email me at jopeng@netgear.com.
For Verizon disconnection issue, most likely it is related to Verizon data plans. If you use the Verizon SIM card from a phone, you may see the issue. I can set your device to update to the next MR release candidate. Then we can work from there. I helped a few Verizon customers to resolve the issue. I will provide the details by email.
You can also check the following community case.
Solved: Netgear M6 Pro MR6550 - Verizon Connection Issues - NETGEAR Communities
Thanks
John
> Please capture a model.json file and email me at jopeng@netgear.com.
I captured the file but ironically I'll have to email it to you later as the device the file is on is connected to the hotspot, which has no mobile broadband connection as a result of this exact problem 🙃 It's amazing what limitations you run into when a nearly $1000 product literally does not work.
> For Verizon disconnection issue, most likely it is related to Verizon data plans.
I'm on the Verizon 5G Unlimited Plus hotspot plan on a postpaid account. I have an Inseego MiFi 5G UW on the same postpaid account with the same plan and it works just fine under the same conditions. Also, as the thread shows, users with across multiple carriers, including AT&T and Telstra, are having the same issue. So this has nothing to do with Verizon at all and everything to do with NETGEAR's product not actually working as claimed.
> I helped a few Verizon customers to resolve the issue.
I hope so. I also noticed that no one has replied to this thread that their problem has been resolved, so my expectations are low. However, I'm willing to try.
I should point out that the issue seems to occur only when Ethernet is connected. Which is absolutely terrible because the Ethernet port is main the differentiating feature of the product and the main reason I was willing to spend almost twice as much as I paid for the Inseego.
> One idea I haven't seen in the thread so far: what AC adapter are people experiencing this problem using? The reason I'm asking is if the hotspot uses a proprietary charging protocol, then it could be losing connection due not getting enough power.
TL,DR: The connection drops are probably the result of using 3rd party AC adapters and USB cables.
So more on this idea: my earlier posts were from the office environment I bought the MR6550 for. There, I was using 3rd part AC adapters (Anker, Nekteck, Samsung) and USB-C cables.
On a hunch from previous experience with Raspberry Pi power supply undervoltage, I decided to try the MR6550 at home with the stock AC adapter and USB cable. Since then, it's found a connection and hasn't dropped it
The stock AC adapter's outputs 5V/2A or 9V/1.8A. The latter, 5V/2A, is what most chargers provide. It's sufficient for phones, and therefore also for the MR6550 when it's in Balanced Power Mode using Wi-Fi only. I'm guessing the 9V/1.8A mode is for the Performance and higher Power Modes. The problem is, AFAIK 9V/1.8A isn't a standard VA combo most chargers can output, and so it's likely the MR6550 suffers undervoltage in Performance+ Power Modes when connected to 3rd party chargers and cables.
Now, you'd think that a device that needs 9V/1.8A would easily charge from a higher power source, but you'd be wrong. I had the MR6550 connected to a 60+ W rated USB-C adapter with matching cable and it still lost connection.
I'm unable to find any 9V/1.8A USB AC adapters from reputable US brands and retailers, including NETGEAR, who don't seem to sell them separately.
The charging cable itself is clearly has blue USB-A male connector with a USB logo, which implies compliance with USB 3.x. The best result I got from Googling the various numbers and strings on it is this, describing the manufacturer's compliance to this UL spec. That UL spec calls out a 30 V rating. Searching "usb-a" "usb-c" "30v" and selecting USB 3.0+ results only gives this 3 ft cable as a likely equivalent.
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Now, compare the fact that NETGEAR are charging $1000 for a hotspot with proprietary charger you can't find an equivalent of anywhere to the fact that the Inseego MiFi X PRO 5G UW supports industry 18W QC 3.0 - with Wi-Fi 6 for less than $400.
This renders the MR6550 one of the worst product deals I've had the misfortune to experience firsthand in my life. You're paying over twice as much for something that's both unreliable, extremely difficult to set up, and inconvenient to use.
Proprietary charger? If you consider Qualcomms QR charger systems as proprietary: Yes, they all are, indeed.
Netgear does nowhere specify 9V/1.8A in any MR6550 documentation - that's your own or based on some wild Internet ideas. The point? Netgear have missed to provide exact specs of the power supply for many of these devices, stating the device requires a Quick Charge 2.0 (or higher), clearly do us all a great disservice.
Any QC 2.0 compliant power supply (adapter, converter, whatever) does provide the correct voltage and power - the user does not have to worry about. And no, without a device connected, doing the handshake between the power supply and the operating/charging device, only an USB standard default voltage might be available.
This is similar to IEEE PoE 802.3af, 802.3at, and 802.3bt Ethernet. With the difference that a a PoE PS does not apply power to the wires without any request from the powered device (PD) and successful negotiation - there is no risk killing Ethernet devices not designed for PoE (the most fear users coming to the community and asking for). Users don't need to know about the voltage and the power here either! However, systems listing voltages in some specs should be looked for carefully - these are typically proprietary, dumb, passive power devices.
Said this: I'm convinced also in the US one can find QC 2.0 or higher power adapters.
The standard? Yes, there is one in the USB standards! It's called USB Power Delivery (PD), and allows complaint devices to get up to 100W of power and more. 28V, 36V, and 48V fixed voltages - enabling 140W, 180W and 240W power to the powered device. The free USB-C cable might or might not be sufficient for carrying 5 Amps - for these purposes look for purpose built USB-C PD cables for 100 or for 240 Watts.
I won't talk on the sense (and nonsense) your favorite mobile provider does over there in the US - from what we see with customers (I don't talk of Netgear!) overseas it's just a mess, and Netgear suffers as much as other vendors, too. Yes you can upgrade and downgrade plans (in the sense of bandwidth available) on the fly, but you can't randomly change SLA, contract types, and more .... JohnPeng knows exactly what I'm talking about ... so you do good and listen to what he is posting to the community. Yes, he mentioned of QC 2.0 earlier, too.
QC, PD, PoE are newer technology for many, a new world - difficult to understand that just voltage and amps alone are the right answer.
Regards,
-Kurt.
