Nighthawk M1 Issues

Hi ajl,

I share your frustrations.  It was also disappointing that I didn't receive anything helpful following my post on this forum.

HOWEVER, I did solve the problem, by getting a replacement modem.  This new one has barely missed a beat in four months of almost daily use.

I got my Nighthawk M1 in Australia through Telstra.  The front line customer support is unlikely to be helpful to you.  But if you go through them, and ask to speak to someone in the Complex Complaint Resolution team (based in Melbourne) then they have the capacity to resolve this by sending you a replacement modem.  For me, this process was really easy -- they didn't attempt to diagnose an issue, and implement any fix.  I explained that I had the latest firmware and had done a full reset of the device a number of times.  The CCR team member then simply confirmed my address, and shipped the replacement, which I received within a couple of days.

Returning the faulty one was a bit more complex, as I didn't receive a return envelope.  When my next bill came, I was charged the buy out for the first modem.  I followed this up, received the return envelope and then the buy out charge was removed.  This was a protracted discussion, mainly because I had not noted the name of the CCR team member that I had first spoken to.

Good luck ajl.  I hope that this helps you and others resolve issues with this product.