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Level 2: Rookie

NETGEAR NIGHTHAWK M1 detecting service and no usage display

 The Device is using the latest firmware NTG9X50C_12.06.08.00

I have had no data usage display for a full billing period. (thinking that its was a telstra issue) my account is a postpaid and the sim is telstra. I did a factory reset on the device and now it shows detecting service. I can still connect to the internet through the device. i have removed the sim and placed back into the slot, no change. the only way for me to see the usage is through my account through the telstra 24X76 app. 

 

is this a telstra issue or a Netgear issue? 

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18 REPLIES 18
Level 23: Superhero

Re: NETGEAR NIGHTHAWK M1 detecting service and no usage display

Hello, the problem is on Telstra's side.

I also have not had usage display for a few weeks.

I use  Advanced 111 modems (Netgear)

PS  I haven't reported it to Telstra as the reporting process is more "painful"  than the inconvenience !!

 

If I have helped you, a "Like" would be appreciated.

If my advice is a solution, please acknowledge it.

I'm not a Telstra employee.
50 + years exp. in radio comms., eg mobile phones since 1963, two-way radios, base stations, antennas & pagers. Expert in current Telstra Go repeaters & smart antennas.
"Being 75 years of age, entitles one to be an expert at everything!!"
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Level 2: Rookie

Re: NETGEAR NIGHTHAWK M1 detecting service and no usage display

Ok, thanks I'll report it to Netgear 

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Level 23: Superhero

Re: NETGEAR NIGHTHAWK M1 detecting service and no usage display

It's a Telstra problem, not a Netgear problem!

If I have helped you, a "Like" would be appreciated.

If my advice is a solution, please acknowledge it.

I'm not a Telstra employee.
50 + years exp. in radio comms., eg mobile phones since 1963, two-way radios, base stations, antennas & pagers. Expert in current Telstra Go repeaters & smart antennas.
"Being 75 years of age, entitles one to be an expert at everything!!"
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Level 2: Rookie

Re: NETGEAR NIGHTHAWK M1 detecting service and no usage display

Ok, I skimmed the first response.  I Have however posted on the netgear forum see what the community comes up with there. is there a way to report this issue online to telstra? it's obvious that there are people with the same issues but it hasn't been rectified. so the possibility of telstra knowing is xerox  

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Level 23: Superhero

Re: NETGEAR NIGHTHAWK M1 detecting service and no usage display

You can use Telstra Chat 

https://www.telstra.com.au/chatnow/landing

If I have helped you, a "Like" would be appreciated.

If my advice is a solution, please acknowledge it.

I'm not a Telstra employee.
50 + years exp. in radio comms., eg mobile phones since 1963, two-way radios, base stations, antennas & pagers. Expert in current Telstra Go repeaters & smart antennas.
"Being 75 years of age, entitles one to be an expert at everything!!"
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Level 2: Rookie

Re: NETGEAR NIGHTHAWK M1 detecting service and no usage display

there is no category for reporting issues 

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Level 24: Supreme Being
Level 24: Supreme Being

Re: NETGEAR NIGHTHAWK M1 detecting service and no usage display

It is a known issue affecting several models. Off the top of my head I think it is only the nighthawk M2 and HTC 5G Hub that aren't.

 

No ETA yet

I am a Complex Customer Service Specialist, nominally working with most assurance products. However, I am not an official representative on CrowdSupport.

IT Helpdesk and Technicial Support by Telstra Platinum
Smart Home Automation & Monitoring from Telstra
Helping Australians Find the Things that Matter Most with Telstra Locator
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Level 1: Cadet

Re: NETGEAR NIGHTHAWK M1 detecting service and no usage display

Hi. I have the same issue with my Netgear Nighthawk M1. There was a similar problem a few years ago. Eventually there was another software update issued but it took a while to happen. Telstra needs to ask Netgear to sort it.

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Level 2: Rookie

Re: NETGEAR NIGHTHAWK M1 detecting service and no usage display

I am not sure if this will make you feel better.

I have a prepaid Aircard 790s. Maybe a month ago, mine stopped showing usage info as well.

My guess is some halfwit programmer(s) updated the software on Telstra's end. Maybe they fixed something, maybe not, but they definitely broke something. Now we are all waiting for them to fix our issue then.

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Level 2: Rookie

Re: NETGEAR NIGHTHAWK M1 detecting service and no usage display

Yeah, well its just so inconvenient if I didn't have the telstra 24/7 app i would not know how much data i've used. This has been going on for 1 month. I have posted on Netgear and have been informed on there that it should be fixed in a couple of weeks. You wouldn't thought that It would take this long to fix.  

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Level 1: Cadet

Re: NETGEAR NIGHTHAWK M1 detecting service and no usage display

I can confirm that I am also having the same issue with the 4GX Advanced III modem. I have reported this multiple times to Telstra and completely agree that it is a very 'painful' experience and I have no confidence that they are doing anything to address the issue as each time I contact them I have to repeat all of the same information over again - they don't seem to understand the issue correctly.

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Level 1: Cadet

Re: NETGEAR NIGHTHAWK M1 detecting service and no usage display

I have the exact same problem, my device is stuck on the same setting and has been for 2 billing periods. 

 

I have tried a full hardware reset, removing the sim, everything possible however the problem persists. I want to be able to tell how much data is remaining on my plan by simply looking at the screen of the Nighthawk, having to enter a separate application is not an answer when the Nighthawk device has a feature, which Telstra seems unable, or unwilling to fix despite multiple threads from owners stating that this is a serious problem.

 

Telstra really needs to resolve this issue, ringing support and having them tell you to contact Netgear is of no help whatsoever when Netgear advises that this is a Telstra issue. As Telstra is the provider of the connection in the first place, its as plain as day that this is a Telstra problem.

 

My Firmware is NTG9X50C_12.06.08.00

 

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Level 23: Superhero

Re: NETGEAR NIGHTHAWK M1 detecting service and no usage display

Despite a Netgear firm update a few days ago, the problem still is there.

I really wonder if anyone is "listening" ??

If I have helped you, a "Like" would be appreciated.

If my advice is a solution, please acknowledge it.

I'm not a Telstra employee.
50 + years exp. in radio comms., eg mobile phones since 1963, two-way radios, base stations, antennas & pagers. Expert in current Telstra Go repeaters & smart antennas.
"Being 75 years of age, entitles one to be an expert at everything!!"
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Level 1: Cadet

Re: NETGEAR NIGHTHAWK M1 detecting service and no usage display

I have the exact same problem, it is costly and very irritating. I have scoured all the online forums for a rectification for this issue but it seems there is none available.

 

I have read and repeatedly tried all of the Telstra solutions to this problem, but they simply do not work at all.

 

Please Telstra, get this issue rectified - twice now I have had to buy more data as it has all be used up due to this function not working. This is an inbuilt feature of the Nighthawk and you are the network supplier, the fault and ability to rectify the fault is yours and yours alone!

 

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Level 24: Supreme Being
Level 24: Supreme Being

Re: NETGEAR NIGHTHAWK M1 detecting service and no usage display

New firmware for the devices that should fix the issue has been created by the manufacturers and is currently undergoing testing

I am a Complex Customer Service Specialist, nominally working with most assurance products. However, I am not an official representative on CrowdSupport.

IT Helpdesk and Technicial Support by Telstra Platinum
Smart Home Automation & Monitoring from Telstra
Helping Australians Find the Things that Matter Most with Telstra Locator
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Level 2: Rookie

Re: NETGEAR NIGHTHAWK M1 detecting service and no usage display

Eagerly awaiting this update - same issue here, both Telstra and Netgear haven't been able to help apart from take it back to the Telstra shop.

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Level 2: Rookie

Re: NETGEAR NIGHTHAWK M1 detecting service and no usage display

Update now available - shows data usage but has incorrect plan total

 

at the moment it is saying 1.2GB of 5GB used - whereas I am on a 60GB plan which showed up correctly in previous firmwares

 

https://community.netgear.com/t5/Mobile-Routers-Hotspots-Modems/Telstra-MR1100-Nighthawk-Data-Usage-... 

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Level 7: Deputy Inspector

Re: NETGEAR NIGHTHAWK M1 detecting service and no usage display

Thanks for the link to Netgear Forum on this topic, @mutton1 .

Updated my post-paid MR1 just now to 12.06.08.00  device PRI version 05.05. Data usage and billing cycle now showing correctly on device and in dashboard.

Prepaid M1 also now updated and showing data and days remaining. 

Strangely Wifi standby and Ethernet standby went back to defaults while DNS settings and whitelist remained in place. 

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