Level 1: Cadet

MU500 5G Modem keeps resetting.

I have just purchased an MU500 modem and a SIM to connect to 5G.

Noticed that every 20 to 40 mins the modem seems to reset itself (Wifi drops, Telstra logo on modem screen, then it goes into checking data usage information then wifi comes back online. See picture of device when "checking data usage".

Other info: modem plugged into charger so its not power. Happens on battery too. Checking for updates the modem says its on the latest update.

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12 REPLIES 12
Level 3: Gumshoe

Re: MU500 5G Modem keeps resetting.

Hi,

 

Just saw your issue.  IS there any update on how you have gone since this post?

 

More detail required if possible.

 

What SIM are you using?  Where are you located when the device is resetting?  What does the Information page on the device webUI say about your connection type, device status etc before it resets?

 

What is the firmware version on it currently?

 

Cheers,

 

D.  

Nil Copulus Arundus
Level 1: Cadet

Re: MU500 5G Modem keeps resetting.

I’m having the same issue from postcode 3008. Any ideas Telstra?

Level 2: Rookie

Re: MU500 5G Modem keeps resetting.

Exactly same here.  Been back to telstra twice and they replaced sim. no change. they have now sent it back to somewhere for repair as there are no replacements available.

kept sim and put it in my old 4gx modem and no problems, so its not the sim.

Level 1: Cadet

Re: MU500 5G Modem keeps resetting.

Yeah i have that same problem here 6210, restarts  for some reason once in while,  when using WIFI 5ghz.   doesn't do it when i use USB tethering. 

Level 3: Gumshoe

Re: MU500 5G Modem keeps resetting.

Hi,

 

Been trying to get on here for a couple of weeks to ask a couple of questions.

 

1) What mobile services are you seeing?  3G/4G/5Gsub6G/ 5GmmWave?

 

2) Frequency of resets?

 

3) What connection type are you using? Ethernet, USB or WiFi (2.4 or 5GHz)?

 

4) What is the Firmware version you are using?  M01?

 

5) What is your Post code? For basic location.

 

6) Have you played or altered any settings in the device?  If so what?  Then factory default it and use the device without making any changes and update me with how it goes.  

 

I am not seeing any issues with my device but I am happy to investigate and feed back into the Team responsible for the device.

 

Cheers,

 

D.

 

Nil Copulus Arundus
Level 3: Gumshoe

Re: MU500 5G Modem keeps resetting.

Davo113

 

Same goes for you.

 

a couple of questions.

 

1) What mobile services are you seeing?  3G/4G/5Gsub6G/ 5GmmWave?

 

2) Frequency of resets?

 

3) What connection type are you using? Ethernet, USB or WiFi (2.4 or 5GHz)?

 

4) What is the Firmware version you are using?  M01?

 

5) What is your Post code? For basic location.

 

6) Have you played or altered any settings in the device?  If so what?  Then factory default it and use the device without making any changes and update me with how it goes.  

 

I am not seeing any issues with my device but I am happy to investigate and feed back into the Team responsible for the device.

 

Cheers,

 

D.

Nil Copulus Arundus
Level 1: Cadet

Re: MU500 5G Modem keeps resetting.

Answers to your questions

 

1. Modem says "Telstra 5G". stays on 5G, reception 1-3 bars
2. restarts 1-2 a week that I notice. I just think no 5G signal, it drops out occasionally. 
3. WiFi (5GHz).

4. Firmware Version is M01

5. Postcode 6210

6. default settings except WIFI name and have 2.4hz Wifi turned off.

 

Doesn't bother me to much as I have been using USB tether. use WIFI when signal is 1 bar.  normally during bad weather.

Level 1: Cadet

Re: MU500 5G Modem keeps resetting.

Currently using WiFI  2.4ghz, so far modem hasn't restarted,  so see how it goes.

Level 2: Rookie

Re: MU500 5G Modem keeps resetting.

1 3g 4g 5g

2 twenty min various to about 1 hour

3 wifi or tether both channels

4 not known as unit back to telstra for repair after they tried local fix and new sim.

5 6058

6 only changed security code and sleep times

???? nobody seems to know and trying to talk to the big T seems to cut out after about 11 mins so I have to go to a Telstra shop!  - they have had it for over 1 month now with no advice.

Level 2: Rookie

Re: MU500 5G Modem keeps resetting.

Any follow up on this post? Did Telstra give a recommendation on how to mitigate the MU500 from restarting itself?

 

Seem to have the same problem. Restarts two or three times a day on dual wifi mode. 

Level 2: Rookie

Re: MU500 5G Modem keeps resetting.

OK - my mu500 is back - Telstra had sent it to a different T shop to the one I had handed it in at to have fixed.....Anyhow no explanation but it has only restarted once or twice on each of 5 days. May be due to minor thruput but still annoying when watching a vid as on utube.

Level 2: Rookie

Re: MU500 5G Modem keeps resetting.

Thanks for getting back. We've found that leaving the device with the screen turned on seems to help with it not restarting. 

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