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I have a Jetpack 4g hotspot and even though my computer says I have excellent signal strength...

I have a Jetpack 4g hotspot and even though my computer says I have excellent signal strength with 72 Mbps, I can't get on the internet and when it does connect, i'm getting .32 upload speeds! What gives?!
Jeanie asked this question 2 years ago
  • 246 answers • 74% helpful

    This expert is helping you out because there weren't many active Verizon Wireless experts.

    Hm, could be a few different things. How is the service in your area? Are you using a desktop or laptop and what are the specifications? Also, when you connected it to your PC did you install the VZ Access Manager when prompted? Another thing to keep in mind is that upload speeds are always slower than download speeds, you would want to have a connection coming to you faster than what you are sending out online obviously.
    1 comment
    • J
      Jeanie
      The service, oddly enough, is lousy where I am, which is in Greenwich Village in Manhattan! I have Clear Spot also, which is crap, too but even that's better than Verizon. I can't afford now, to cancel Clear Spot because I have to rely on both hot spots which intermittently both connect. So it's costing me $125 a month for ...nothing. I know upload speeds are slower. My d/l speed is about 8 mbps, which is within the Verizon 5 - 12 Mbps range. The upload speed for this thing is supposed to be 2 - 5 Mbps. It doesn't even come close, obviously--that is, whenever it decides to connect. Very rarely, I get a checkmark on the Hot Spot itself but 98% of the time, the battery picture is showing sequential lines. Also, when I check the Hot Spot itself, I'm getting 2 bars.

      I don't know what the VZ Access Manager is. They activated it over the phone for me.

      At my sister's house in the Middle-of-Nowhere New Jersey, it works fine. So does Clear, for that matter. Is it because I live in Manhattan that I can't get service? I've tried everywhere in this apartment and the signal is the same everywhere. Just awful.
  • 520 answers • 83% helpful

    This expert is helping you out because there weren't many active Verizon Wireless experts.

    The jetpack's don't use the vzaccess manager. Typically this issue is caused as a result of poor wifi signal from the pc to the hotspot or no wifi connection. Make sure your wifi adapter drivers are up to date. Verify that the hotspot is connected by logging to the admin page of the jetpack. Contacting tech support at 8009220204 can assist you with logging into the admin page.
    12 comments
    • J
      Jeanie
      Well, that's good because I don't have one! lol Wifi adapters are up to date. I downloaded PC Matic (for $50!) to update the drivers and fine tune my laptop. It was no help. The hotspot is connected. As I said, it connects intermittently. Verizon says there's no problem! The hotspot sits about 3 feet away from the computer, so it's not a distance problem. This thing is a piece of crap and now I'm locked in for 2 years because Verizon won't take any responsibility. Charming. I tried to admin page, by the way. It didn't help. Is there ANYthing i can do?? Thanks.
    • 520 answers • 83% helpful

      There are settings in the admin page that you can change and a diagnostic page to give you information. On the diagnostic page there are measurements of signal strength. The must be -60 to -80. Anything between -80 to -100 is poor signal. You can also do things to minimize interference from nearby neighbors. Change the setting to eliminate 802.11n and change the broadcast channel from auto to a set channel to avoid channel hopping. I prefer channel 6 but experiment to see which gives you the best result.
    • 520 answers • 83% helpful

      Manhattan is notorious for signal issues due to reflection of the signal off of all the glass buildings and how it bounces between buildings. I would suspect that since both clear channel and Verizon perform well in other places and crappy at the Manhattan address the problem is signal.
    • J
      Jeanie
      Unbelievable. So I'm screwed, yes? I know there is no such thing as an antenna for the 890L. I can't believe these companies get away with all this false advertising. There should be a little written warning somewhere that if you live in a big city, this service will not work for you! I'm trying different channels now, as you suggested. I don't have much hope but I'll try. Thanks so much for your help. :)
    • J
      Jeanie
      Just an update--I just tested the speed again and I got .29Mbps download and .32Mbps upload. This would be really funny if it weren't costing me so much money!
    • 520 answers • 83% helpful

      Let me know what rssi values you are getting.
    • J
      Jeanie
      I'd be happy to but what are they and where do I find them?
    • 520 answers • 83% helpful

      Log into the admin page. Click the WAN settings tab. There will be several negative numbers displayed. That is your signal strength.
    • J
      Jeanie
      The WAN settings tab on the device? I don't see any numbers displayed at all--and I can't get the Verizon page to load. I only have 1 or 2 bars on the device so it times out cuz it's so slow. I'm going to call them again and see what they say. :(
    • 520 answers • 83% helpful

      If you are unable to log into the admin page then your pc has a wifi problem that needs to be addressed. Either the wifi adapter isn't working, is not configured correctly our is just plain not connected to the hotspot. If this is the case you may needed to get your computer looked at.
    • J
      Jeanie
      The wifi is fine, I think because like I said, I also have a Clear Spot hot spot and it works okay. If I hit the repair button when the Verizon hot spot is connected, it fixes it and says everything's okay. The Wireless Connection Status on Windows says it's an excellent connection, at 72mbps. I'm still getting 1 or 2 bars on the device, however, so it's the signal to the device, I think. I just spent 45 min. on the phone with Verizon tech support and they're sending me a new SIM card and a new battery because even though this has been plugged in for a week, I'm still getting the sequential lines across the picture of the battery (going from right to left), as if it's constantly charging. When I first got it activated, I got a check mark in the battery picture instead and was getting 10Mbps (instead of .32)! Anyway, the woman said if the SIM is bad, I'd get intermittent connections, so that's why she's sending a replacement, along with a new battery. She got the device to go up to 5 bars but that would last a nanosecond and then back to 1 bar/2 bars. I'm getting this new stuff on Tuesday, so I'll let you know how things work out. Fingers crossed and thank you for all your help! You've been really nice and patient. :)
    • 520 answers • 83% helpful

      No problem.