M1 Support Forum Important Update Regarding Verizon C1M1 Activation Issues

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    Michael Burrell

      Note: If you are an ElkLink Admin, you have received a similar message via email. I am posting this update here for additional awareness.

      This message is intended to inform you of an issue that prevents the activation of cellular services on our C1M1 Cellular Communicator, specifically related to Verizon services. This activation issue is isolated to Verizon units; AT&T units are not impacted. Active units are not affected; the issue pertains only to the activation of new units.

      First and foremost, I want to personally extend my sincerest apologies for any inconvenience this may have already caused you. We understand the frustration that arises when such issues occur, and we are committed to resolving these matters as swiftly as possible.

      Regrettably, the resolution of this issue was delayed as we faced challenges in obtaining detailed information about the cause. Despite our best efforts, obtaining definitive responses from Verizon proved to be challenging. However, we have isolated the issue and I am pleased to announce that we have developed a resolution. Once identified, our team worked diligently on a firmware update that adapts to potential changes in network configurations, enhancing device compatibility and ensuring successful activation.

      Firmware version 0.1.19 includes this fix. Instructions for applying the firmware update can be found at https://www.elkproducts.com/pro-support-downloads/. Our technical support team is also available at techsupport@elkproducts.com to provide assistance or answer any questions you may have.

      You will need to apply this update to your new C1M1LTEV devices in order for it to activate on the Verizon network. Again, this issue applies only to new devices that are not currently activated. However, there is no harm in updating an activated device, as this firmware contains our most recent improvements in addition to the activation fix. We are in the process of updating our inventory at ELK Products, and all units shipped to distribution starting today will include this fix.

      Once again, I apologize for any inconvenience caused by this situation. I would like to stress that this update was necessitated by changes discovered in the network environment during our testing, not as a result of modifications to our product hardware or firmware. In an effort to maintain our commitment to our customers, it was simply more efficient for us to adapt in order to provide a solution as quickly as possible.

      We appreciate your patience and understanding as we have navigated this situation. Your trust and satisfaction are important to us, and we are grateful for your continued partnership.

      Best regards,

      Michael Burrell

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