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How to Diagnose Modem Connection Issues

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Products Supported: All Products. Click here to identify your router.

Firmware Version: Any Firmware Version- for information on upgrading firmware, click here.


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Summary

Troubleshooting

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Summary

When the modem (Aircard) is plugged into the router, the computer is able to connect to the Internet but frequently drops connection (Internet becomes unavailable). When the modem (Aircard) is plugged directly into a computer, using the carrier connection tool such as Sprint Smart View or VZAccess Manager or AT&T Communication Manager, the connection to the Internet seems to be stable.

 

This issue is primarily caused by the following conditions:

  1. Poor cellular signal. Similar to a cellular telephone, the cellular modem (Aircard) requires adequate cellular signal in order to communicate with the cellular carrier network and Internet. If the signal is poor, the router may cycle between a connected and unconnected state. This issue is often identified by slow download speeds while connected to the Internet.
  2. Carrier connection drop. Often cellular carriers will drop inactive connections to conserve network bandwidth. The router senses the connection to the modem, but does check the integrity of the connection to the Internet, so the drop is undetected by the router.

Troubleshooting

Checking Signal Level

Click the following link that corresponds to your router model number to see how to check the modems cellular signal level:

  • Series 1 & 2: CTR350, CTR500, PHS300, CBA250, CBA750, MBR90, MBR800, MBR900, MBR1100, MBR1200. click here.

  • Series 3: CTR35, MBR95, MBR1400, CBR400, CBR450, IBR600, IBR650, IBR1100, IBR1150, MBR1200B, AER2100. click here.

Configuring Failure Check

Click the following link that corresponds to your router model number to set the routers Failure Check option to overcome carrier drops:

  • Series 1 & 2: CTR350, CTR500, PHS300, CBA250, CBA750, MBR90, MBR800, MBR900, MBR1100, MBR1200. click here.

  • Capable Series 3: CBR400, CBR450, IBR600, IBR650, IBR1100, IBR1150, MBR1200B, MBR1400, AER2100. click here.


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Published Date: 12/18/2014

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