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

I'm only a month into this service and it was going fine.  About a week or so ago, I started having major network issues while gaming and other issues of packet loss while doing my telecommuter job.  I had been able to play multiplayer online games without issue during my first few weeks of service and no issues with my workday.  I am running the firmware version in question-1.03.19.

For the experienced customers here, what can I do to help influence whatever will fix this?  Who do I contact where the feedback won't go straight into the trash can?  This will most certainly be a deal breaker for me if this isn't fixed soon.  I'll go back to Spectrum (ugh!) and just suck up the higher price.

Well, I couldn't play around with my work VPN dropping. I took matters into my own hands and switched to Spectrum. I do not like Spectrum, they have no support people that are good where I live but all my issues with the VPN have gone away. I liked T-Mobile but I couldn't wait till it was fixed or if they ever would fix it. 

See you later T-Mobile

Apparently no one at T-mobile has any actual idea on what the hell is going on and why this happened. Today i received a message from T-mobile stating they are now sending the wifi mesh to fix the current issues with the G4SE gateways……..Are you serious? My DSL will be sent out on wednesday and im done with T-mobile. This has just been a joke. How many firmware updates have you screwed up now? 5? 6 times now since it was released THIS YEAR. Do better, hiring competent people again would surely stop all of this crap that is happening for no reason other than people don't know what they are doing.

I spoken with TMobile on this, and you should request a replacement gateway.  if you have model g4se, request a replacement,  or, as i was told, exchange it at a store.

I was told that exchanged ones are programed to block that latest update.

For those following this thread, t-mobile has apparently locked subsequent firmware updates to 1.03.14.  It is safe to go to the store and get a g4se replacement and let it patch.  It would be nice if they communicated this stuff to social media and to their stores so their employees aren't clueless.

Received a G4AR from the store. Had to call Home Internet support to switch to the new AR, and to get a shipping label for the SE (unsure why the store wouldn't do the exchange, but whatever)

AR was up and running in mere minutes (tech had me keep my sim card from the SE and put it in the AR). Probably one of the quickest swap-outs I've ever done.  Shipping label was in my inbox by the end of the 10 minute call. Zoom/Slack/Teams disruptions, and social media platform partial-loadings are gone. 

24 hours later, still running on the original firmware 1.00.09. Fingers crossed for whatever it's update will be. Thanks to everyone on this thread - showing this at the store sent them straight to the stock room with almost no questions. Much appreciated.

I received g4ar update as well.  Speed bump from ~750Mbps to almost  1gbps.  G4se had bump with the flawed update .. lets hope g4ar does better

Interesting, my G4SE is still on 1.00.12

Looks like I’m behind several versions

Same issue, how do you check the firmware on your router?

Oh whoops, yeah go to the Default gate IP address.  Although when i restored to factory settings it did not restore the Firmware version.  It only reset the password and stuff.  And oddly now, T-life doesn't give me the option to administrate my router….