Nighthawk M6 Pro - Drops Internet after 1 minute or less

[JackD1]

Sadly I would agree with you and recommend against the purchase at this point.

This device has so much potential - when it works it is fantastic - but it so unreliable at this point. Perhaps they can pull it together. I’m really hoping for them.

[JohnPeng]

Hi All,

If you have a M6 and experiencing data disconnection issues. Please reach out to me by email at jopeng@netgear.com.

Please provide the model.json file and also mention your community ID in the email.

- 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 to upgrade your devices to the latest to resolve the connectivity stability issues. Some AT&T devices stuck on the old releases. I can help to resolve the issue.

Thanks

John

[igorjrr]

This "latest" also means they take full control of the device and don't allow you to change some settings, funny. A lot of people are actually going to previous version.

Very poor service.

[danyc2]

Hi John,

I'm having the same issue with MR6450 - intermittent disconnects after 2-3 hours or more sometimes. It happens with or whiteout battery. I’am using original power supply and cable.

Hardware : 1.0

Build Date : 2023/02/04

Package Name : MR6450-100EUS_NTGX65_12.01.05.00_Generic_01.07

Firmware : NTGX65_12.01.05.00

Modem Firmware : MPSS.DE.2.0-00989-OLYMPIC_GENALL_PACK-1.21566.3.24337.3

Web App Version : MR6500-GENERIC_05.00.71.01

Is there en new firmware or what can I do to solve this issue ? I’am currently in Spain using a MASMOVIL SIM Card. I will return to Switzerland in 5 days - there I will use a Sunrise SIM Card.

Thank you in advance for your help.

Daniel

[JackD1]

John,

Just sent you my .json capture.  Thank you.

[sjbender]

Good day John - I wanted to follow-up that the most recent firmware update has resolved the issues I was having. I did also add on an external netgear router to offload the client count from the hotspot as well and that has made a large difference in reliability.

[AVInstaller]

Sent the JSON file to you on 5/29 @JohnPeng 
Thank you

[JohnPeng]

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@danyc2 wrote:

Hi John,

I'm having the same issue with MR6450 - intermittent disconnects after 2-3 hours or more sometimes. It happens with or whiteout battery. I’am using original power supply and cable.

Hardware : 1.0

Build Date : 2023/02/04

Package Name : MR6450-100EUS_NTGX65_12.01.05.00_Generic_01.07

Firmware : NTGX65_12.01.05.00

Modem Firmware : MPSS.DE.2.0-00989-OLYMPIC_GENALL_PACK-1.21566.3.24337.3

Web App Version : MR6500-GENERIC_05.00.71.01

Is there en new firmware or what can I do to solve this issue ? I’am currently in Spain using a MASMOVIL SIM Card. I will return to Switzerland in 5 days - there I will use a Sunrise SIM Card.

Thank you in advance for your help.

Daniel

---

Please send me the model.json file with your community ID. I will follow up with you by email.

- 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

Thanks

John

[Diskman]

Mr6500 needs to be rebooted every few hours as the internet connection slows or fails. This has been happening since the new NTGX65_12.01.16.01 firmware which was pushed from AT&T. On reboot it works great again. But then within 20-30 minutes needs to be rebooted again. I know many are having this issue, but for this price we need a fix asap. My model is MR6500-1A1NAS_05.00.78.00

Also the software reboot from the NETGEAR Nighthawk MR6500 M6 Pro app does not work right as it shuts the router down but it does not come back on, needs to be done manually.

[Diskman]

I have waited 3 weeks with no response. The is not good customer service. We all are having this issue with internet fails needing rebooting then works again for short time, then we need to do it all again so we need a fireware update to fix this problem A.S.A.P. Actualy this has gone on for to long and we need firware update NOW. 

[JohnPeng]

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@Diskman wrote:

I have waited 3 weeks with no response. The is not good customer service. We all are having this issue with internet fails needing rebooting then works again for short time, then we need to do it all again so we need a fireware update to fix this problem A.S.A.P. Actualy this has gone on for to long and we need firware update NOW. 

---

Please check your private message.

Thanks

[anjesh]

bringing another issue to light as this thread seems to be active

https://community.netgear.com/t5/Cell-Service-Mobile-Hotspot/MR6150-firmware-12-01-29-00-review-Glor...

https://community.netgear.com/t5/Cell-Service-Mobile-Hotspot/MR6150-locked-to-only-4g-Bands/m-p/2337...

[JohnPeng]

Hi Everyone in this thread.

We are testing a beta release with further optimization for data disconnection issue. We would like to get your feedback on the new FW's performance in the field. 

Please email me at jopeng@netgear.com if you are still experiencing periodically data disconnections and would like to help with the beta FW testing.

Please include the following information in your email:

1. Email Subject: Beta Testing on Data Disconnection Issue

2. Your community id

3. Full model,json file captured after logging to WebUI

- 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

Thanks in advance for your help on this.

Regards

John

[JohnPeng]

---

@anjesh wrote:

bringing another issue to light as this thread seems to be active

https://community.netgear.com/t5/Cell-Service-Mobile-Hotspot/MR6150-firmware-12-01-29-00-review-Glor...

https://community.netgear.com/t5/Cell-Service-Mobile-Hotspot/MR6150-locked-to-only-4g-Bands/m-p/2337...

---

I replied to the above 2 threads. Thanks for bring them to my attention.

Thanks

[Diskman]

OK, I may be being impatience but it is 15 more days which makes a total of 5 weeks with nothing some have been having these issues for months. We need more help with our issues and not just fake promises. This is serious as we have spent in many cases over $1000 for something that only works intermittantly. I am not trying to cause trouble but this needs to be fixed. I am finding we are not disconnecting but have a connection but not internet throughput that is why we are needing to reboot then the connection returns with internet for a little while.

[Diskman]

In the time it took me to write the above problem I had to reconnect 3 times. This is not right. Oh and I have tried 3 other M6 Pro's and they are all having same issue. Netgear we need you to fix this or return our money.

[HaleskinnYT]

its been a issue for years now, what we need is class action lawsuit and start gathering signatures so that netgear would finally admit they made **bleep** product and they fix the issues or refund everyone who wants refund

[JohnPeng]

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@Diskman wrote:

In the time it took me to write the above problem I had to reconnect 3 times. This is not right. Oh and I have tried 3 other M6 Pro's and they are all having same issue. Netgear we need you to fix this or return our money.

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I would like to work with you to find out why you experienced the issue. I sent PM to you, but didn't get your feedback. 

The speed drop may be due to the interaction between network and the device. Could you please email me your contact info at jopeng@netgear.com, I will ask our SE to follow up with you. 

Thanks

[JBish]

Email sent for the beta testing... Found a group of these in the json capture

"gcdump":"Str: FORCEFUL PANIC FOR OOM

[JohnPeng]

---

@JBish wrote:

Email sent for the beta testing... Found a group of these in the json capture

"gcdump":"Str: FORCEFUL PANIC FOR OOM

---

Received. Thanks for the report.

Regards

John

[JohnPeng]

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@JohnPeng wrote:

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@JBish wrote:

Email sent for the beta testing... Found a group of these in the json capture

"gcdump":"Str: FORCEFUL PANIC FOR OOM

---

Received. Thanks for the report.

Regards

John

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@JBish Based on the logs, they all happened more than 2 months ago. We have fixes for these stability issues. A new ATT MR is being planned right now and will be released before Christmas in the current schedule.

Thanks

[JBish]

Great, hopefully this will solve issues folks are having, the more info the better it is for everyone👍

[JBish]

Well, It panicked and shut down, only recourse was reboot... Emailed log 

Regards,

J Bish

[Peopleschampgb]

Hello. I am having the same problem with my netgear nighthawk randomly dropping connection even though I have signal. It just started a few weeks ago.

[Blanca_O]

Hi Peopleschampgb,

May we please know the device SKU (e.g. MR6150-100NAS)? This can be checked on the box of the product or on the barcode label. 
What is the current Firmware version? Kindly check for an available firmware update. 
Can you please let us know what troubleshooting you've tried?

Regards,
Blanca
Community Team