5G Gateway & 4G LTE CellSpot

If you have an open support ticket and unanswered questions you can also try getting them to connect you to a customer retention specialist. If you have an open support ticket that has outstanding questions without answers the customer retention specialists might be able to help or offer additional options. T-Mobile used to offer the use of the gateway for 30 days before having to return it. The 14 day window is rather stingy given how they continue to work on the network gear and how unpredictable it can be for operation in some areas. If there are outstanding circumstances they should step up and make it right.

Are you using the 4G LTE modem or one of the 5G gateways? I have seen some users that get more stable and faster service from the 4G LTE modem/gateway vs the 5G gateway. I had a conversation with another user that was provided the 4G LTE gateway while they finished the 5G deployment in the area so they could keep them from going to another ISP vendor. That was also with the promise that they could go back onto the 5G when things were stable. That was a situation where it sounded as if it would be months before the improvements and upgrades were done in the area for the 5G delivery. If they cannot deliver on a given service they need to make it right or at least step up and speak the truth.

If the window is shrinking and you do not feel comfortable with the service or confident it will be stable and reliable then returning it might be best. If you still feel it might work out well it is a gamble. Keep in mind you have no contract for terms and you can return the gateway at any time. You can only be charged for the time you have it and once you return the gateway that should be it. Keep a record of shipping it back or if you can return it to a local store then do that but make sure to get a document from them that clearly shows they took it back in and when.