EM20-G No Connection After Flawless Operation for Last 3 Months

[d-tech]

I purchased an EM20-G and NEXQ6GO in late May from The Wireless Haven and thanks to everyone here I have been able to have a useable broadband internet connection. I know the NEXQ6GO is not recommended for this modem but my hopes were slim as before due to poor signal levels and a congested tower I was getting 1-3Mbps with Cyberonic using their 4G modem. With this setup I have gotten around 30Mbps down / 6Mbps up with 30-40ms latency which has been a game changer. Well today the internet connection dropped out and after resetting the router the Network Status under Modem reads “Provider: Failed to Connect: Retrying” . Connection Log reads “Attempting to Connect Modem #1 (Quectel EM20-G) and then “Retry Connection with Modem #1”. I tried a System Stop and then Reboot under the System Menu to no avail as well as a power cycle unplugging the routers adapter for 10 seconds, which is the recommended upgraded 2.5A model. The SIM card is an ATT “Unlimited Plan” through Cyberonic. I purchased the service in 2019 so I’m not sure if it is one of the grandfathered iPad plans. APN is ‘broadband’ and I have never had any messages from Cyberonic about usage of any sort. Any help would be awesome! Thanks

[Didneywhorl]

Post a copy of your full "System Log" here after you fully boot up and it tried to connect for a little while. It's along bit of text.

Also what cellular carrier are you using and what plan with that carrier. I'm not familiar with Cyberonic. You may want to contact your cellular provider and ask if there are any issues with your account and/or the cell towers in your area and let them know your service has dropped out suddenly.

Usually if the system works for a while and then suddenly doesn't, it's a service plan or tower issue, not the equipment. But not always. Check the service first, then look to the gear.

Your carrier may say everything looks fine, and it's not, but that's the game sometimes. They aren't always knowledgeable of their own systems, or they straight up lie. ESPECIALLY resellers. Not all, but many.

[d-tech]

I just edited as soon as you replied. The SIM card is an ATT “Unlimited Plan” through Cyberonic. I first purchased the service in 2019 so I’m not sure if it is one of the grandfathered iPad plans or not. APN is ‘broadband’ and I have never had any messages from Cyberonic about usage of any sort. Thanks for the info I will report back after speaking to them.

[d-tech]

Debug Log:

Fri Sep 11 05:45:46 2020 : /dev/ttyUSB2 AT+COPS=0,,,7
OK

Fri Sep 11 05:45:47 2020 : /dev/ttyUSB2 AT+CGDCONT=?
+CGDCONT: (1-42),"IP",,,(0-3),(0-4),(0-1),(0-1)
+CGDCONT: (1-42),"PPP",,,(0-3),(0-4),(0-1),(0-1)
+CGDCONT: (1-42),"IPV6",,,(0-3),(0-4),(0-1),(0-1)
+CGDCONT: (1-42),"IPV4V6",,,(0-3),(0-4),(0-1),(0-1)
OK

Fri Sep 11 05:45:48 2020 : /dev/ttyUSB2 AT+CGDCONT?;+CFUN?
+CGDCONT: 1,"IPV4V6","broadband","0.0.0.0.0.0.0.0.0.0.0.0.0.0.0.0",0,0,0,0
+CGDCONT: 2,"IPV4V6","ims","0.0.0.0.0.0.0.0.0.0.0.0.0.0.0.0",0,0,0,0
+CGDCONT: 3,"IPV4V6","SOS","0.0.0.0.0.0.0.0.0.0.0.0.0.0.0.0",0,0,0,1
+CFUN: 1
OK

Fri Sep 11 05:45:50 2020 : /dev/ttyUSB2 AT+CPMS="SM"
+CPMS: 6,30,6,30,6,30
OK

Fri Sep 11 05:46:11 2020 : /dev/ttyUSB2 AT+CPMS="SM"
+CPMS: 6,30,6,30,6,30
OK

Fri Sep 11 05:46:31 2020 : /dev/ttyUSB2 AT+CPMS="SM"
+CPMS: 6,30,6,30,6,30
OK

Fri Sep 11 05:46:48 2020 : /dev/ttyUSB2 AT+COPS=0,,,7
OK

Fri Sep 11 05:46:49 2020 : /dev/ttyUSB2 AT+CGDCONT=?
+CGDCONT: (1-42),"IP",,,(0-3),(0-4),(0-1),(0-1)
+CGDCONT: (1-42),"PPP",,,(0-3),(0-4),(0-1),(0-1)
+CGDCONT: (1-42),"IPV6",,,(0-3),(0-4),(0-1),(0-1)
+CGDCONT: (1-42),"IPV4V6",,,(0-3),(0-4),(0-1),(0-1)
OK

Fri Sep 11 05:46:50 2020 : /dev/ttyUSB2 AT+CGDCONT?;+CFUN?
+CGDCONT: 1,"IPV4V6","broadband","0.0.0.0.0.0.0.0.0.0.0.0.0.0.0.0",0,0,0,0
+CGDCONT: 2,"IPV4V6","ims","0.0.0.0.0.0.0.0.0.0.0.0.0.0.0.0",0,0,0,0
+CGDCONT: 3,"IPV4V6","SOS","0.0.0.0.0.0.0.0.0.0.0.0.0.0.0.0",0,0,0,1
+CFUN: 1
OK

Fri Sep 11 05:46:52 2020 : /dev/ttyUSB2 AT+CPMS="SM"
+CPMS: 6,30,6,30,6,30
OK

[d-tech]

Here is the System Log attached.

[Didneywhorl]

The network is declining your connection. It may be the APNs need to be cleared out (AT+CGDCONT=1; AT+CGDCONT=2; AT+CGDCONT=3) Then set the APN manually ( AT+CGDCONT=1,"IPV4V6","broadband" ) or try IPV4 only (AT+CGDCONT=1,"IPV4","broadband")

But it looks like an account issue.

[BillA]

I purchased an EM20-G and NEXQ6GO in late May from The Wireless Haven and thanks to everyone here I have been able to have a useable broadband internet connection. I know the NEXQ6GO is not recommended for this modem but my hopes were slim as before due to poor signal levels and a congested tower I was getting 1-3Mbps with Cyberonic using their 4G modem. With this setup I have gotten around 30Mbps down / 6Mbps up with 30-40ms latency which has been a game changer. Well today the internet connection dropped out and after resetting the router the Network Status under Modem reads “Provider: Failed to Connect: Retrying” . Connection Log reads “Attempting to Connect Modem #1 (Quectel EM20-G) and then “Retry Connection with Modem #1”. I tried a System Stop and then Reboot under the System Menu to no avail as well as a power cycle unplugging the routers adapter for 10 seconds, which is the recommended upgraded 2.5A model. The SIM card is an ATT “Unlimited Plan” through Cyberonic. I purchased the service in 2019 so I’m not sure if it is one of the grandfathered iPad plans. APN is ‘broadband’ and I have never had any messages from Cyberonic about usage of any sort. Any help would be awesome! Thanks

To eliminate a service issue, place the sim card into an ATT/Verizon or unlocked phone. Try both APN's "broadband" and "nxtgenphone". If you can call and browse the web, then it's most likely your equipment and/or got blocked for router usage which is not unusual on ATT. If it doesn't work in a phone, then it's obviously a service issue.

[d-tech]

You guys were right! I spoke to the provider and they said “due to changes the carrier is making on the network” they were mailing out new SIM cards to customers. I’m not sure what that means but the service hasn’t worked since Friday morning. They didn’t bother to give their ATT customers a heads up because apparently Verizon and T-Mobile customers were not effected. They referred to it as an outage of service. Thanks for the insight.