My device is a Max BR1 Pro 5G, I’m operating an AT&T Business Mobile Broadband Unlimited 50mbps plan. The connection drops repeatedly even with very strong service. I’ve been monitoring about 4 weeks now trying to find some correlation to anything. The only thing I find is the drops occur approximately every 5.5 hours, not exactly, but always …… reconnecting within 1 to 1.5 minutes which is the normal new connection time. Generally connections are strong and steady and I’ve discontinued any VPN on this particular line. The drops occur regardless of traffic as it occurs in the middle of the night when data use is essentially zero. “Time” seems to be the only clue. The same phenomenon occurs with another AT&T plan, Business Tablet 2.0, however that is not an appropriate plan for this device, however ran it as a test. I also tried a T-Mobile plan and the connection never drops.
I’m wondering if this could be some form of AT&T network management? I’m not sure if I should be looking closer at the Pepwave or AT&T??? I’ve explorered both company’s user forums without success. It appears this happens to some other Pepwave users, however the forums never reach definitive solutions or closure on this phenomenon.
I’ve contacted AT&T to troubleshoot and they deny any issues.
Any thoughts on resolving are welcome.
Howdy!
I’ve contacted AT&T to troubleshoot and they deny any issues.
The people you talk to when you call AT&T are not equipped to even understand the issue or probably causes, so they will, by default, deny there’s an issue.
I’m not sure if I should be looking closer at the Pepwave or AT&T???
Grab the device logs and see if there are any specific reasons for the disconnect: is the WAN connection failing one of the tests that determine it’s a good uplink? That’s the first thing I would look at.
The same phenomenon occurs with another AT&T plan, Business Tablet 2.0
Are you using this tablet plan in the Peplink as well and noting that there’s the same issue? Or are you seeing the issue with the tablet plan on another device? If it’s another device, this is 100% an AT&T issue.
As my first steps, I would look at the logs (noted above), verify the modem firmware is up-to-date, and then test with alternate plans/devices to narrow it down. As an example, I would move the SIM with the issue from the Peplink into another data device and see if the same issue occurs.
Hi - So i’ve focussed on the logs extensively, this is how I determine the timing and repeatable frequency…its like clockwork…almost, but always. I’ve attached below.
There does not seem to be any particular event occurring. I’m currently in a single location, hence have not established a location correlation.
The same phenomenon occurs with another AT&T plan, Business Tablet 2.0,
The Business Tablet 2.0 Plan runs flawlessly on an unlocked Netgear M6150, however when that plan is run on the BR1 the same disconnecting phenomenon occurs.
When the subject AT&T Business Mobile Broadband plan is run on the Netgear M6150, it too runs flawlessly.
I’ve also tested a T-Mobile (Mint) Plan, it runs flawlessly on the BR1 and the M6150.
So in summary, the disconnection phenomenon appears to be AT&T and BR1 centric.
I’ve tried different heath check scenarios, no change. Different MTU settings (1500 versus 1440), no change. Through VPN and not, no change. Idly loaded versus heavily loaded, no change. Changed APN from “nrbroadband” to “broadband”…no change. Interestingly, the BR1 in “Auto” mode for apn selection it prefers “broadband”…the Netgear M6150 auto establishes on “nrbroadband”.
I do seem to dither between LTE-A (3 connected bands) and LTE (one connected band), primarily i’m connected LTE-A. I may try band locking to a single dominantly strong band.
The BR1 is the x55 modem and the Netgear M6150 is the x62 modem. Both plans run 5G+ on the Netgear, only LTE and LTE-A connects on the BR1. I figured this was due to the modem chipset.
I’m kind of suspicious this band dithering on the BR1 could be a culprit…it’s just that clockwork disconnect dropping that’s got me baffled. Perhaps AT&T only allows a specific number of dither events before resetting the connection??? I tried asking that question to the AT&T rep…we know how that went…
Other suggestions welcome.
Did you update the modem firmware?
Yes - I updated to 8.5.1 as soon as it was released. I can not recall if this issue existed prior to then.
Not the firmware/software of the router, but the firmware of the modem itself:
I entered the support page console and performed the Cell Modem Firmware “Update Check”. The message returned indicated “Latest Firmware”. So I assume this means I’m up to date.
Awesome. Any other configurations on the device that affect WAN priorities? In the UI are you seeing any indications that the cellular uplink failed smartcheck? I checked several BR1 Pro 5G I have in the field with ATT and none of them are exhibiting this issue.
Hi…
I have a BR1-pro 5G with CLARO, VIVO and TIM. This never happened with the device, also.
Last Sep/2024 the device stay up for eleven hours and nothing happened with the LTE connection. (VIVO)
So I wasn’t using “smart check” the last week or so, I used several of the other options such as PING and DNSLookup in attempt to resolve the subject issue…In short, I’m not seeing any failures wrt Health Check.
One interesting thing I just noticed is I no longer see the options for “Band Selection” or the “5G” versus LTE only selection. Were these features eliminated in a resent firmware revision, or could i have inadvertently unselected that optionality?
If you’re using those options then this is likely causing your issue. If you’re aware of dithering, then you’re likely aware of how the RRU manages the RF environment with the UEs. Mismatched here will cause the RRU (in some cases) to drop the connection.
Those features were not removed and are available on the local device interface.
OK, I was not using those features anytime recently. I’m just aware they exist and was thinking I might “band lock” on a single band to try and resolve the matter. I’ll keep looking at the UI to see why I don’t see these options available to me…very weird.
I was only able to resolve the missing UI Cell Setting selection detail by re-installing the 8.5.1 firmware. Not sure if re-installing firmware will resolve the other disconnect issue, we’ll continue testing? If not, I’ll limit my band selection to a single dominant band for additional testing. I’ll advise in a few days the outcome of testing.
After a week of testing the phenomenon is persistent…every 5.5 hours with AT&T…not with T-Mobile or Verizon. Band locking, either excluding or eliminating had no effect…except Band 14 FirstNet the emergency responders priority band. I may just need to limit or discontinue AT&T.
RESOLVED
The cellular modem firmware update was required after all.
FYI the first time I checked the console it returned a response my hardware was up-to-date. A week later it returned that an update was available. The firmware installation process took 4 tries to fully complete, which I understand is typical. It took several hours, the installation process is fairly slow.
Thanks so much!