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Magic Box stopped connecting to network.

Journeyman

Magic Box stopped connecting to network.

I've had a Magic Box in my rural home for about a year now, and it has improved my signal. About a week ago I noticed my service was poor. After calling Sprint and them finding no tower problems, I randomly looked at my MB. It has always worked fine, but was now stopped at 'connecting to LTE network'. I rebooted numerous times (and factory reset) then contacted Sprint.

 

They sent me a new MB, which did the exact same thing. I even took the box out on the far end of my deck where the signal strength was 3 bars and LTE, and it still wouldn't connect to the network.

 

Any ideas on why my box will no longer connect to the Sprint network? 

 

14 REPLIES 14
Sprint Social Care S.M.A.R.T. Agent

Re: Magic Box stopped connecting to network.

Hi Wrachel. Are you getting any error codes on your Magic Box? 

 



"Hail Yourself!" - Ben Kissel


Journeyman

Re: Magic Box stopped connecting to network.

No error code. The box goes through all the reboot procedure to the point of connecting to the network and the startup just stops.

Sprint Social Care S.M.A.R.T. Agent

Re: Magic Box stopped connecting to network.

Hmm, that's odd. And it went through all the normal install and device setup steps fine, just once it gets to the end it won't connect to the network?

 



"Hail Yourself!" - Ben Kissel


Journeyman

Re: Magic Box stopped connecting to network.

Yes, and this is after successfully using the box for a year. It somehow dropped connection to the network and can't get it back. I had a ticket started on it. It's not the hardware.

Sprint Social Care S.M.A.R.T. Agent

Re: Magic Box stopped connecting to network.

I'd like to take a closer look at things behind the scenes. I'm going to send you a PM so that I can get access to your account. Keep your eye out for a message from me shortly. 

 



"Hail Yourself!" - Ben Kissel


Journeyman

Re: Magic Box stopped connecting to network.

I had the same issue! I’m on my 3rd magic box the first never worked although under network settings it said it was connected to sprint with excellent signal. I called sprint only to have agent laugh at me and say that you’re address isn’t even a working magic box location yet the app says it is, but sprints obviously outdated address checker isn’t up to date because we have band41 all over. The second magic box worked for a week and half and then it just stopped and that was it. I called and the American agent said You can’t have a magic box and just send it back but after talking with agent and explaining it does work but that it just stopped working he put me on hold came back laughing and said I have a network specialist who can further help you, COLD transfers me to someone who barely speaks English but still able to send me a new magic box but he sent me a GEN2 and it just stays at connection to network configuring lte service. Even though the signal test showed 4 bars. Something needs to be done cause at my address it shows excellent data connection, yet my phone only gets two bars at top download speed of 5mbps with the magic box when it did work I had 5 bars and top speed of 75mbps. SOMEONE HELP ME!

Journeyman

Re: Magic Box stopped connecting to network.

I had the same issue! I’m on my 3rd magic box the first never worked although under network settings it said it was connected to sprint with excellent signal. I called sprint only to have agent laugh at me and say that you’re address isn’t even a working magic box location yet the app says it is, but sprints obviously outdated address checker isn’t up to date because we have band41 all over. The second magic box worked for a week and half and then it just stopped and that was it. I called and the American agent said You can’t have a magic box and just send it back but after talking with agent and explaining it does work but that it just stopped working he put me on hold came back laughing and said I have a network specialist who can further help you, COLD transfers me to someone who barely speaks English but still able to send me a new magic box but he sent me a GEN2 and it just stays at connection to network configuring lte service. Even though the signal test showed 4 bars. Something needs to be done cause at my address it shows excellent data connection, yet my phone only gets two bars at top download speed of 5mbps with the magic box when it did work I had 5 bars and top speed of 75mbps. SOMEONE HELP ME!


@Wrachel wrote:

I've had a Magic Box in my rural home for about a year now, and it has improved my signal. About a week ago I noticed my service was poor. After calling Sprint and them finding no tower problems, I randomly looked at my MB. It has always worked fine, but was now stopped at 'connecting to LTE network'. I rebooted numerous times (and factory reset) then contacted Sprint.

 

They sent me a new MB, which did the exact same thing. I even took the box out on the far end of my deck where the signal strength was 3 bars and LTE, and it still wouldn't connect to the network.

 

Any ideas on why my box will no longer connect to the Sprint network? 

 


 

Highlighted
Sprint Social Care S.M.A.R.T. Agent

Re: Magic Box stopped connecting to network.

Hey KentuckyDad, did it ever get through the device setup phase or did it die out before that ever finished? 

 



"Hail Yourself!" - Ben Kissel


Journeyman

Re: Magic Box stopped connecting to network.

It went through setup and stops at about 75% configuring lte backhaul the crazy thing is that the technician says it shows the magic box is connected on his side
Sprint Social Care S.M.A.R.T. Agent

Re: Magic Box stopped connecting to network.

Did they have you try and unplug the magic box from it's power supply for two minutes, then reconnect and leave on and connected to power for 30 minutes before re-trying the install and device setup process? 

 



"Hail Yourself!" - Ben Kissel


Journeyman

Re: Magic Box stopped connecting to network.

Yes I have done that as well I believe it’s something that set up on Sprint side but I don’t know what to tell them to check for
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