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Forum Discussion
Told by Netgear that Nighhawk M1 will NEVER get firmware updates if you buoght it unbranded
To start off, I Would like an OFFICAL Netgear agent to reply to this post confirming my experienc so atleast others thinking of buying this product can be warned.
I rececntly bought a Unbranded...
NiklasK The information you received is incorrect, there are two types of M1 mobile hotspots the ISP branded version and retail version. For UK and EU the MR1100-100EUS is the retail SKU there is also a EE UK branded device. If you have the MR1100-100EUS SKU then the new firmware would be tested and if all tests pass it would be released to the Netgear AirCard update servers. Once the new firmware is uploaded to the Netgear AirCard server you would get a notification that update is available. If there is no notification you can simple get the latest version by logging into your device and going to Settings-->Administration-->Firmware Update and click on Check for Updates button. if update is available it will be downloaded to your device.
For ISP branded M1 devices the FW has to be approved by the ISP and ISP would then load the FW onto their update servers and send out a notification to devices that update is available and users would just do the update.
As far as Netgear support goes they always recommend that ISP is the first point of contact for retail devices because if there is issues with SIM or LTE network they are not able to support it.
Furthermore, if you are having issues that are not related to LTE network or the SIM then I would suggest to get in contact with their support if the issue still continues after updating to latest FW version.
Thank you Ernest for the clarification! Let's hope the OP does have a real retail version.
Hi ErnestTheGreat
Thank you for replying to this post. Thank you for clarifying and confirming that firmware updates should indeed be supplied to the version we bought the Retail Version. I can confirm that we have indeed the 100EUS version that was bought directly from Amazon for £300.
Some one should speak to the support agent that helped me on the phone earlier today, as honestly it is one of the worst customer support experiences i have ever had. I know the support is free for the first 90day, however i would NEVER take out the premium extended support after speaking to an agent that has no clue what he is talking about.
I tried to explain that what he said made no sence but it fell on deaf ears, I said why would customers that buy the Retail version directly not be supported and how can it be ISPs job to realease firmwares for your products etc.
Anyway my problem still persists, everytime i click check for update i get stuck on Checking with no respons, no update not available etc, it just gets stuck on Checking. I have tied with a fully charged battery, and whitouth a batter with no differnece.
I have done 10 reboots and tried several times, I will call "support" again tomorrow and see if there are any hints as how to solve this.
NiklasK What is the FW version and PRI that your MR1100 has currently?
Thank you for getting back to me, the version we have installed is NTG9X50C_12.04.02.00
See screen shot for more information
