OTR Mobile changing from AT&T to T-Mobile

[SMo]

Originally Posted by mike625

Sorry - should have said that I got mine at Best Buy because they were out of stock at OTR when I started looking in Jan.

If you bought it from Best Buy your MR1100 *may* not be locked. Note that after inserting my T-Mobile SIM the router complained that the device was locked. If yours doesn't you're probably OK.

I have read that some OTR customers that have switched to T-Mobile experience poor performance in rural areas. That may be due to the lack of a strong signal from T-Mo. I happen to have T-Mobile service on 3 phones. At our home the signal is strong and I get >15Mbps while using mobile hotspot. I have an MR-1100-2A1NAS. I suspect OTR's service *could* work well where I am if I can get past the remaining hurdles but rural areas may be waiting much longer. Check your T-Mo signal coverage on their online maps.

Note that T-Mobile is saying their 600Mhz signal (band 71) is going to be the answer for expanded rural connection. However, also note that the MR-11 (all models) do NOT support band 71. Unless you're able to get another strong signal from T-Mo you're service isn't likely going to get better with an MR-1100 on the T-Mo network. And buying a band 71 device is not a guarantee your performance unless it's deployed in your area. As we know, carrier coverage varies widely especially with T-Mo and Sprint. Unfortunately, if T-Mobile coverage is poor in your area you might need to move away from third party vendors like OTR that use them. Look for options that have good coverage where you are/will be -- good luck!

Here are 2 links that may help you better understand what's possible with the MR-1100 (various models) and T-Mobile coverage:

https://kb.netgear.com/000060410/Wha...-Mobile-Router

https://www.t-mobile.com/support/cov...mobile-network

At some point in the future I may want to look for a device that supports band 71 in order to take advantage of better T-Mo coverage provided when band 71 is more widely deployed, but I suspect the MR-1100-2A1NAs will work well enough with T-Mo with their coverage in my area.

Still waiting for my unlock code for the MR-1100 ...

[aether_one]

WOW!! What a cluster___! Makes me glad I got my Mobley when I did and now have the SIM still purring along in my Netgear LTE Modem/Router.

[mike625]

Originally Posted by SMo

If you bought it from Best Buy your MR1100 *may* not be locked. Note that after inserting my T-Mobile SIM the router complained that the device was locked. If yours doesn't you're probably OK.

With what's going on with OTR & my ATT sim still working - not sure what the best option at this point -

I was able to get an unlock code direct from ATT and have a T-Mobile sim I purchased from T-Mobile based off an e-mail I received from OTR. If I get some time today - I'm going to see of the Best Buy MR1100 is locked. Will post the results.

Kind of waiting reports from anyone on the ATT sim that is working - what happens when they re-new in April.

[mike625]

Originally Posted by mike625

I'm going to see of the Best Buy MR1100 is locked.

FYI - The Nighthawk MR1100 was locked, but was able to unlock it with the code from ATT, so on to the next step at some point.

[SMo]

Originally Posted by SMo

If it's any comfort, know that if you are an existing customer and sign-up for the Blast plan online (at $0.00 cost) you will get a T-Mobile SIM in the mail ... eventually ... but read on because you have a few more roadblocks to hurdle.

It's good to lower your expectations (a lot) because OTR support through the process is more than disappointing. They let you take 1 step forward. Then you have to contact them again to get them to move you along to the next step. They very well know you're going to need to have your device unlocked, after all they sold it to you. But no, you have to chat (if you can get through) to ASK to have that done. Then you have to wait - probably at least 2 weeks and maybe more - to get an email that will have the unlock code from a non-OTR source. I haven't read anywhere that any OTR customer has actually received an email and unlocked their device. BTW - you get no ticket numbers or any email any step along the way confirming that whatever step you're waiting for has begun or is in process.

However, I have read that customers who connected to T-Mobile experience really poor performance (~1-2Mbps). They contact chat and are told they'll need to have a static IP assigned but that will take "another 72 hours" (believe that ETA?). And of course we're all still waiting to hear that we'll be getting bandwidth performance similar to ATT on the T-Mo network anywhere there is good T-Mo signal.

Their support infrastructure needs to make it easier for customers to transition. They know that customers are going to hit these roadblocks and you'd expect them to smooth out the process.

Meanwhile, they continue to charge you for "service" ... and I've been without service for more than 2 weeks. That's my experience so far, but I'm still hoping for a good outcome.

Update: Today I decided to try acquiring an unlock code from ATT again (I was rejected the first time - maybe because indicated I was an ATT customer but really I'm an OTR customer). Viola! After about 2 hours I received an email with my unlock code. I proceeded to config the router and it accepted the unlock code. NOTE: you should save that unlock code as some say if you hard reset you'll need it again.

After unlocking it though I wasn't able to make a connection with T-Mobile as indicated by "Mobile Broadband Disconnected" displayed on the MR-1100. So I entered the OTR chat queue and after 2 drops from the queue I connected and was told, based on this message, I needed a static IP. Note: they need to make that arrangement for you (not sure why that can't be done ahead of time). The rep added my SIM number to a list to get static IP's and now I should look for an email indicating it's completed. I've read that some people have connected days before that email arrived so I'll keep checking to see if the router has connected to T-Mobile.

If you need a static IP you'll need to configure the router in Advanced Settings/Cellular
APN name: OTR Mobile and APN: B2B:static

Now I'll wait until they've assigned the static IP to my SIM and it should come up then we'll see about performance. Stay tuned ...

[docj]

I finally got my OTR T-Mobile service restored today. The download speed is still awful, but I don't think that's OTR's fault.

[aether_one]

Originally Posted by SMo

Update: Today I decided to try acquiring an unlock code from ATT again (I was rejected the first time - maybe because indicated I was an ATT customer but really I'm an OTR customer). Viola! After about 2 hours I received an email with my unlock code. I proceeded to config the router and it accepted the unlock code. NOTE: you should save that unlock code as some say if you hard reset you'll need it again.

After unlocking it though I wasn't able to make a connection with T-Mobile as indicated by "Mobile Broadband Disconnected" displayed on the MR-1100. So I entered the OTR chat queue and after 2 drops from the queue I connected and was told, based on this message, I needed a static IP. Note: they need to make that arrangement for you (not sure why that can't be done ahead of time). The rep added my SIM number to a list to get static IP's and now I should look for an email indicating it's completed. I've read that some people have connected days before that email arrived so I'll keep checking to see if the router has connected to T-Mobile.

If you need a static IP you'll need to configure the router in Advanced Settings/Cellular
APN name: OTR Mobile and APN: B2B:static

Now I'll wait until they've assigned the static IP to my SIM and it should come up then we'll see about performance. Stay tuned ...

This is the second time I've seen a reference to needing a static IP in order for this OTR/T-mobile setup to work. Why? There are millions of cell phones and hotspots connecting to the data network across this country on all networks using dynamically assigned IP addresses. Static IPs reduce the number of IP addresses available from any provider and usually require a premium to obtain static IP service.

Sounds like a croc to me.

[dkperez]

mike625:

"Kind of waiting reports from anyone on the ATT sim that is working - what happens when they re-new in April."


I don't think that will be a problem. OTR may not be capable of getting things shipped, unlocked, or working, but I'm confident they'll charge everyone's account with no problem...

[Kahoona]

OK... Spent three days trying to get someone at OTR and when I did they unlocked the modem and promised to send a card to get me on T mobile. After waiting 2 weeks in a place I had not planned on being my card arrived. When I put it in it said I was locked. Now I don't have ATT or T mobile and I can't get through to OTR. Now what? And when will I start paying $20 more for T Mobile which is a cheaper carrier?

[docj]

Originally Posted by Kahoona

OK... Spent three days trying to get someone at OTR and when I did they unlocked the modem and promised to send a card to get me on T mobile. After waiting 2 weeks in a place I had not planned on being my card arrived. When I put it in it said I was locked. Now I don't have ATT or T mobile and I can't get through to OTR. Now what? And when will I start paying $20 more for T Mobile which is a cheaper carrier?

Don't give up on OTR. They had a total snafu over the weekend which resulted in all existing T-Mobile customers being knocked offline. They are still recovering.

The best way to speak with anyone is to use the chat window. Their queue can only hold 100 people so when it gets more than that it shows as not available. However, it will flash online whenever there's an opening. The trick is to get your name and email address in the boxes so you can click Start Chat before the box goes away. You don't need any other information be entered and what you enter will stay there if you can't finish before the box goes away. Keep trying; it does work (eventually).

[aether_one]

Originally Posted by docj

Don't give up on OTR. They had a total snafu over the weekend which resulted in all existing T-Mobile customers being knocked offline. They are still recovering.

The best way to speak with anyone is to use the chat window. Their queue can only hold 100 people so when it gets more than that it shows as not available. However, it will flash online whenever there's an opening. The trick is to get your name and email address in the boxes so you can click Start Chat before the box goes away. You don't need any other information be entered and what you enter will stay there if you can't finish before the box goes away. Keep trying; it does work (eventually).

So let's make sure I got this straight:

OTR is advertised as an Internet Service Provider (ISP).
When they make changes and/or do other things beyond your control that knocks you offline, the only way to contact them for support is to get online using a different ISP and use chat?

Anybody else see a problem with this service model?

[SMo]

Originally Posted by SMo

Update: Today I decided to try acquiring an unlock code from ATT again (I was rejected the first time - maybe because indicated I was an ATT customer but really I'm an OTR customer). Viola! After about 2 hours I received an email with my unlock code. I proceeded to config the router and it accepted the unlock code. NOTE: you should save that unlock code as some say if you hard reset you'll need it again.

After unlocking it though I wasn't able to make a connection with T-Mobile as indicated by "Mobile Broadband Disconnected" displayed on the MR-1100. So I entered the OTR chat queue and after 2 drops from the queue I connected and was told, based on this message, I needed a static IP. Note: they need to make that arrangement for you (not sure why that can't be done ahead of time). The rep added my SIM number to a list to get static IP's and now I should look for an email indicating it's completed. I've read that some people have connected days before that email arrived so I'll keep checking to see if the router has connected to T-Mobile.

If you need a static IP you'll need to configure the router in Advanced Settings/Cellular
APN name: OTR Mobile and APN: B2B:static

Now I'll wait until they've assigned the static IP to my SIM and it should come up then we'll see about performance. Stay tuned ...

I was hoping that I might wake up to a T-Mobile connection this morning but that didn't happen. Every few hours I would power up the MR1100 to see if I had service and finally at about 3pm it connected. I had pre-configured the router with the settings above.

Now I'm connected and getting 80-200ms pings/ 15-30Mbps down / 10Mbps up. According to the T-Mo map have excellent 4G LTE coverage. Signal varies from Fair to Good as indicated on the MR1100. I may need to move it to a better (higher) location. I don't know of any antenna options for the MR1100-2A1NAS. I'm connecting to T-Mobile LTE B2; RSRP -100dBm RSRQ -9dBM RS-SINR 0dBm.

I'm pleased to be back online with OTR but it was not fun stepping through the process and I can't imagine how someone with few tech skills could manage to make the switch. So many steps that could have been taken care of by them without the need to chat again after you complete each of at least 4 steps. BTW - I haven't received an email from OTR indicating the static IP has been assigned to my SIM.

[Kahoona]

Originally Posted by docj

The best way to speak with anyone is to use the chat window. Their queue can only hold 100 people so when it gets more than that it shows as not available. However, it will flash online whenever there's an opening. The trick is to get your name and email address in the boxes so you can click Start Chat before the box goes away. You don't need any other information be entered and what you enter will stay there if you can't finish before the box goes away. Keep trying; it does work (eventually).

Yes! This was my third time using it. Reminds me of Whack-A Mole. You sit there staring at the screen along with perhaps a few hundred people, hoping it will open a window. Then you race to get as much of your info on there before someone else succeeds and brings the total back to 100. Sometimes you only have a second. It can take from ten minutes to an hour but in time you get through. Every time I get Brandon who does his best to get you going then tells you that they will be sending a card,unlocking your hotspot or giving you a static IP. Then we wait and either get results or play Whack A Mole again. Whats not to like. Meanwhile Verizon gave us 50g of hotspot data so we are fine. They are doing the best they can.

[mike625]

I actually received an e-mail from OTR with an unlock code for my MR1100 - it was from a requested on 3/4. It was the same code I received from ATT on March 23. - but have no clue if a SIM was ever sent- Waiting on a chat for find out -