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AC800S dropouts and issues with DC112A cradle

I am having a lot of problems with the ac800s. The modem will intermittently drop internet connectivity despite reporting a good connection.

I bought the dc112a cradle to go with the modem, but this has its own similar problem. If the signal is 4G there is no internet connectivity despite the modem/cradle reporting everything is fine. It will only "come good" if the signal degrades or you force it to 3G. All firmware is up to date.

Reading around it's obvious that the modem has similar problems for a lot of people. I tested with an e5573 modem which isn't even supposed to work at my location and that has no problem maintaining a 4G connection. I would have thought the ac800s would be much better given it was recommended by Optus staff for my location.

I've managed to use less than 4gb of data since I started with Optus at the start of the year. Is there any kind of solution or fix imminent? If not I will have no choice but to cancel my plan and return the equipment, because it's unusable in this state.

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Online Community Manager
Online Community Manager

Re: AC800S dropouts and issues with DC112A cradle

Hey @frowny,

 

I've actually raised this one with our OMB product specialist. We've been advised that since the dc112a cradle isn't an Optus product we first need to confirm whether the modem works without the cradle. Firmware version (NTG9X40C_11.14.08.31 ) was released back in November 2017. The update was intended to fix the cradle issues.

 

First we'd need to confirm that the modem has been updated.

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New Contributor frowny
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Re: AC800S dropouts and issues with DC112A cradle

Hi Dan. I can confirm the modem works both with and without the cradle (in some cases) and all firmware on both modem and cradle is up to date.

 

After futher investigation I don't believe the issue is with the cradle. I found the problem occurs when the modem is connected on band 3 regardless of other factors. Unfortunately the modem appears to preference this band. Even if it does initially connect on another band, it will quickly default back to band 3 if available. If it's on band 28 everything works fine, in or out of the cradle.

After looking on oztowers I found there is no band 3 tower around me that isn't obstructed by hills. I have no line of sight with a band 3 tower. I found that if I position my equipment in respect of band 3 towers so as to deliberately weaken their signals, it will usually function correctly on band 28. Unfortunately even then it will occassionally slip back to band 3 and stop working.

I must say this is very similar in symptoms to other issues raised here with respect to band 3 and this modem. It would make life a lot easier for users if we could disable or depreference band 3 connections at the modem.

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Online Community Manager
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Re: AC800S dropouts and issues with DC112A cradle

Ah, okay. Interesting, thanks for that information. I’ll send that back through to the team.

 

Does the same tower offer coverage on our 700 MHz, 2100 MHz or 2300 MHz Network?

 

As far as disabling connectivity to 1800 MHz or any other spectrum is concerned, I don't believe it's possible on any mobile device with carrier/stock Firmware (unless you have a rooted Android device with a customer ROM)

 

The device should be connecting to least congested strongest available network based on your position from the tower.

 

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Re: AC800S dropouts and issues with DC112A cradle

Oztowers reports the following 4G frequencies from the four closest towers:

 

Tower 1 (line of sight, approximately 4km) 700MHz, 2600MHz
Tower 2 (line of sight, approximately 5km) 700MHz
Tower 3 (no line of sight, appoximately 10km) 700MHz, 1800MHz, 2300MHz, 2600MHz
Tower 4 (no line of sight, approximately 5km) 700MHz, 1800MHz, 2600MHz

 

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Online Community Manager
Online Community Manager

Re: AC800S dropouts and issues with DC112A cradle

Okay, it's connecting to the furthest tower. That's definitely a bit odd. 

 

Are you able to send us a PM with your account details? I need your full name, DOB, mobile number and complete address. 

 

I just want to check for cell congestion or any other reason why the device has some sort of proclivity for band 3. 

 

 

→ http://yesopt.us/pmdan

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New Contributor frowny
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Re: AC800S dropouts and issues with DC112A cradle

PM sent

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Online Community Manager
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Re: AC800S dropouts and issues with DC112A cradle

I've just replied back, I'll chat with you there! 

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New Contributor lestrange78
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Re: AC800S dropouts and issues with DC112A cradle

Hi Dan,

 

I'm having similar issues- slow internet speed and dropouts using the DC112a netgear cradle.

 

I get great internet speed when wifi connected directly to the Netgear Aircard 800S (20-40mbps).

 

When I dock it to the cradle and use the cradle's wifi, I get 1-2mbps and frequent dropouts. Exact same location

 

My closest tower is line of sight 2.5km away with all optus frequencies.

 

Do you have any suggestions?

 

Thanks.

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Online Community Manager
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Re: AC800S dropouts and issues with DC112A cradle

I did receive a response from our product team a couple of months ago:

 

"Dear Dan,

 

The cradle is not an Optus product so we need to know if the modem works without the cradle.

 

According to Netgear, modem TA version has issues working with the cradle. An update was released in Nov 2017 (NTG9X40C_11.14.08.31), which is supposed to fix the cradle issues. You can check if customer’s modem has been updated. We (Optus) did not test the cradle because it is not an Optus product and Netgear did not submit any testing samples."

 

There's a couple of threads on NetGear's community forum where customers have complained of a similar issue. 

 

Check to see whether the modem is running the latest software update. 

 

You'll need to login to the modems web user interface

 

https://kb.netgear.com/23379/How-do-I-log-in-to-my-AirCard-Mobile-Hotspot-s-Web-UI

 

 

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