G4SE Internet Unstable as of Tuesday 1.03.19 Firmware Update Problem. Gaming and VPN Connections Dropping frequently.

I also started having issues last Wednesday, 10/2/24, with my TMO-G4SE GW. I remember seeing the GW reboot on its own and I did not think anything about it earlier the morning of 10/02/24 around 2:00am central time. I started having disconnect issues when watching YouTubeTV, streaming SiriusXM, as well when I am working. I use MS TEAMS for conference calls that people could hear me but I could not hear them, then TEAMS would tell me there is poor network connectivity and sometimes actually drop my call. I then started having to have TEAMS call my cell phone for audio during my conference calls. That is when I looked at what firmware version my GW was on (1.03.19) and researched if there was an updated version, which is when I found out that TM had pushed the fw update on 10/2/24 when the "phantom" reboot happened. Thus now I know why the GW rebooted on its own early that morning. As part of researching the fw is when I found this thread of people having the same exact issue as I have.

I have performed several items of troubleshooting including power cycling the GW and doing a factory reset several times. I was hoping the factory reset would do the trick like the previous person in this thread but it did not. I actually have two TM (TM-G4SE) GWs and both of them have the same 1.03.19 firmware and both are having the same exact issue. I factory reset both but as I mentioned that did not help.

I then decided to use my Verizon cell hot spot to see if I would have any issues using it for work and other things to find out no issues, thus I for sure narrowed it down to TM Home Internet and the GW fw update. I ran all day today on my Verizon cell hot spot with work and did not have one single issue with TEAMS or anything else. 

I collected wireshark data while on TM Home Internet with the TMO-G4SE and seen it streaming TCP Dup ACKs, TCP Fast Retransmission and TCP PDU reassembled packets when I started having disconnect issues and such. Then it would clear up for about 2-3 minutes then all of a sudden start scrolling the TCP Dup ACK, TCP Fast Retransmission and TCP PDU reassembled packets.

I then collected wireshark data while using my Verizon cell hotspot and never seen any of these TCP Dup ACK, TCP Fast Retransmission and TCP PDU reassembled packets, thus never had any issues with any TEAMS calls. Also never seen any issues while streaming YouTubeTV or SiriusXM.

I called TM tech support and told them everything I have done so they understand I know the technical side of this. I asked the tech if he had heard of any fw issues with 1.03.19 and he had not, as well he searched the ticket database not to find anything which I found interesting especially when so many are having the same issue. The tech talked me into taking a replacement GW even though I told him I would probably get a GW with older fw and it would work until TM pushes the fw update, which then it would most likely have the same issue again. I will check the fw version of the replacement and note that then see how long it takes for it to update the fw. The replacement is supposed to be the TMO-G4AR which is basically the same as the TMO-G4SE so I will update when that happens.

The TM tech also opened a trouble ticket for their engineeering folks and gave me the ticket number so at least I have that.

Folks please call TM Home Internet at 844-275-9310 and complain about the same issue. Tell them you also got the fw update and that you want them to open a ticket. This is the only way we are going to get this fixed.