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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 ...
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 â 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 đ 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.
> 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.
[John] This is the issue I am talking about Verizon data plan. Since your current SIM card is tied to Inseego MiFi 5G UW, you need to visit Verizon store to activate a new data plan with M6's IMEI. Moving the SIM card from Inseego MiFi 5G UW to M6 directly may not work.
We have confirmed that the following Verizon plans can be activated with M6's IMEI.
Post-Paid:
Pre-Paid:
You may also experience other data disconnection issue due to thermal mitigation. I can work with later after we resolve the Verizon data plan issue.
Thanks
> Since your current SIM card is tied to Inseego MiFi 5G UW
No, it isn't. As I said in my previous message, the Inseego MiFi is an additional hotspot on a separate plan on the same postpaid account. Because the both the Inseego and NETGEAR are on separate plans and I intend for them to be used simultaneously (in different locations) I have separate new, never used in any other device SIM card ordered directly from Verizon for the NETGEAR.
Thanks for the list of plans. Ironically the one it looks like the More Unlimited one is less expensive for me than the 5G Unlimited Plus plan I currently have.
I've upgraded the firmware and done the factory reset as advised, and have reconnected the device to the Ethernet client (a laptop). The connection drops are continuing. Error codes are:
Error - type #0, reason #0 (displayed when I tap Network Map)
Error - type #2, reason #211 (displayed on Mobile Broadband Disconnected popup)
I should also mention that I've been having the connection drop issue running in the Performance Power Mode (necessary for the Ethernet port to work).
What should I do next?
Emailed as advised.