Netgear Nighthawk M2 on EE Data SIM - Mobile Broadband Disconnected

[DIYDave66]

Hi Everyone

I’ve been using a Netgear Nighthawk M2 with an unlimited data sim for the past couple of years and it has worked perfectly. A week ago it has decided not to connect to 4g and is constantly ‘searching’ and displays a message “Mobile Broadband Disconnected - your data connection is disconnected”. Initially I thought this was a signal/locality issue as I was away on holiday, but have returned home today and it’s still refusing to connect to EE. I’ve carried out a full factory reset on the Nighthawk M2 but nothing I do works. Is it likely to be an APN issue? Perhaps a firmware update? Any help/advice will be gratefully appreciated as I’m going away again next week and really need to get the router up and running. Thanks, David

[DIYDave66 · Accepted solution]

Hi

I didn’t get anywhere with Netgear support. They wanted to charge me for a telephone support contract before they would discuss, which I didn’t think was particularly helpful. After numerous resets etc the Nighthawk still refused to work, I even bought a data sim with another provider to test it.

I then asked Amazon for a refund, & after explaining the Consumer Rights Act 2015 to them they agreed to a full refund. Secured full refund from Amazon (£329) & them bought a ZTE MU5001 MiFi which (in my opinion) is superior to the Nighthawk, £100 cheaper & has lightning fast 5g. Very happy with the ZTE & can’t see me going back to Netgear again - way overpriced, unreliable & poor after sales support.

Regards


David

[mikethebike147]

Hi David

Thank you for taking the time to report your findings. In this day and age you come to expect top notch customer service from tech companies, they must be aware of forums like this and the impact that negative opinions  will have. But you have shown that Netgear clearly didn't get the memo! I am glad yours was a happy ending, as mine was because ebay have already confirmed that my refund is being processed. They are very good like that whenever you buy something that turns out to be faulty. It's one of the reasons why I prefer buying like that instead of forking out twice as much for a new product, and then often struggle to get a refund. But Amazon also have a good reputation in that regard so well done. I have made a note of the ZTE that you mentioned and that may well be my next purchase. 

Mike