After 6 months of great service, i started having connection stability issues related to gaming and VPN connections staying stable. Starting on Tuesday Oct 1st my connections would randomly drop. After much conversation with tech support they sent me out a replacement G4SE router. I installed it Oct 3rd and noted it was running an older firmware and did not have the disconnect problem. This morning i noticed the router updated itself to 1.03.19 and the disconnects are back. The speeds, signal strength, all that are amazing. I use a hard wired connection to my PC and all measurable speeds are good, like 700-900 megs down good. BUT it drops connections randomly. This is unnacceptable and i believe it to be the result of this latest firmware update. Please roll back these routers to 1.03.14 or push a new fixed update ASAP. Whatever was changed was not properly tested and is causing TONS of problems for a lot of people.

Started having this issue on Tuesday as well.. VPN keeps dropping G4SE 1.03.19

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.

I’m having the same problem started Tuesday can’t even play online games because i always get discounted.

I'm having issues with my work VPN, Palo Alto Global Protect. Started dropping last week. I also am running this version of firmware. Glad to see I'm not alone but sorry to see others having issues. Work said it was my TMobile device and not on their end.

I'm on 1.03.19. This issue started about a week ago, and VPN locks up every 5 min or so (especially when on zoom). SSH / Zoom sessions are trashed, and this device becomes unusable.I haven't had this issue before (using since 2022), and upgraded to G4SE about 6 months ago.I've kept Spectrum _just_ for this reason (T-Mo only costs me $25 due to Xmas deal)Device speeds are good and last week went from 350-500Mbps to 800-900Mbps.

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

Kdawg1975
Newbie Caller
Hace 3 meses
DarkbladeUGU wrote:

DarkbladeUGU wrote:

I'm having the same issue. no more streaming for me until its fixed. It hasn't even been a month with the device. I might just return it.

ok quick update. I tried doing a hard reset where you take the gateway and push the reset button in the back with a pin. I did have to reconfigure everything but it definitely fixed the connection dropping so far. I will update this if it goes back to dropping the connection. I hope this helps someone after the firmware update.

Did that solve the issue
DarkbladeUGU
Roaming Rookie
Hace 3 meses
Kdawg1975 wrote:

DarkbladeUGU wrote:

DarkbladeUGU wrote:

I'm having the same issue. no more streaming for me until its fixed. It hasn't even been a month with the device. I might just return it.

ok quick update. I tried doing a hard reset where you take the gateway and push the reset button in the back with a pin. I did have to reconfigure everything but it definitely fixed the connection dropping so far. I will update this if it goes back to dropping the connection. I hope this helps someone after the firmware update.

Did that solve the issue

It did fix the issue about the constant drop while streaming and while using a vpn. It does still get disconnected around 5pm my time but im not sure if that is a reset done by the towers themselves or if its still a gateway issue. Either way, The gateway is working better after the factory reset.
jayt83
Transmission Trainee
Hace 3 meses
ds801 wrote:

After 6 months of great service, i started having connection stability issues related to gaming and VPN connections staying stable. Starting on Tuesday Oct 1st my connections would randomly drop. After much conversation with tech support they sent me out a replacement G4SE router. I installed it Oct 3rd and noted it was running an older firmware and did not have the disconnect problem. This morning i noticed the router updated itself to 1.03.19 and the disconnects are back. The speeds, signal strength, all that are amazing. I use a hard wired connection to my PC and all measurable speeds are good, like 700-900 megs down good. BUT it drops connections randomly. This is unnacceptable and i believe it to be the result of this latest firmware update. Please roll back these routers to 1.03.14 or push a new fixed update ASAP. Whatever was changed was not properly tested and is causing TONS of problems for a lot of people.

YES! Thank You! I have been making reports to tech support to no avail. Absolutely frustrating. 100% this is a ll caused by the new update. It has seemingly broke my internet. It even started freezing up my new gateway to where you have to either unplug it to force it to restart, or wait a bit and it force restarts itself. The packet loss has become absurd.
jayt83
Transmission Trainee
Hace 3 meses
DarkbladeUGU wrote:

Kdawg1975 wrote:

DarkbladeUGU wrote:

DarkbladeUGU wrote:

I'm having the same issue. no more streaming for me until its fixed. It hasn't even been a month with the device. I might just return it.

ok quick update. I tried doing a hard reset where you take the gateway and push the reset button in the back with a pin. I did have to reconfigure everything but it definitely fixed the connection dropping so far. I will update this if it goes back to dropping the connection. I hope this helps someone after the firmware update.

Did that solve the issue

It did fix the issue about the constant drop while streaming and while using a vpn. It does still get disconnected around 5pm my time but im not sure if that is a reset done by the towers themselves or if its still a gateway issue. Either way, The gateway is working better after the factory reset.

I've done the reset numerous times since this firmware was updated on my gateway and not one time has it made any difference. Had zero issues, zero, before this new firmware update. I've made multiple reports about it, hopefully they just roll back.
CodeR3D252
Newbie Caller
Hace 3 meses
ds801 wrote:

After 6 months of great service, i started having connection stability issues related to gaming and VPN connections staying stable. Starting on Tuesday Oct 1st my connections would randomly drop. After much conversation with tech support they sent me out a replacement G4SE router. I installed it Oct 3rd and noted it was running an older firmware and did not have the disconnect problem. This morning i noticed the router updated itself to 1.03.19 and the disconnects are back. The speeds, signal strength, all that are amazing. I use a hard wired connection to my PC and all measurable speeds are good, like 700-900 megs down good. BUT it drops connections randomly. This is unnacceptable and i believe it to be the result of this latest firmware update. Please roll back these routers to 1.03.14 or push a new fixed update ASAP. Whatever was changed was not properly tested and is causing TONS of problems for a lot of people.

This has to be the issue... faulty firmware. Been great for a year and then all of a sudden disconnect disconnect disconnect. VPN bouncing from open to strict, but great signal though. Need an update ASAP!
01moimel
Newbie Caller
Hace 3 meses
ds801 wrote:

After 6 months of great service, i started having connection stability issues related to gaming and VPN connections staying stable. Starting on Tuesday Oct 1st my connections would randomly drop. After much conversation with tech support they sent me out a replacement G4SE router. I installed it Oct 3rd and noted it was running an older firmware and did not have the disconnect problem. This morning i noticed the router updated itself to 1.03.19 and the disconnects are back. The speeds, signal strength, all that are amazing. I use a hard wired connection to my PC and all measurable speeds are good, like 700-900 megs down good. BUT it drops connections randomly. This is unnacceptable and i believe it to be the result of this latest firmware update. Please roll back these routers to 1.03.14 or push a new fixed update ASAP. Whatever was changed was not properly tested and is causing TONS of problems for a lot of people.

Running into the exact same issue. Called the tech support basically said there's nothing that can be done. " working hard " on getting it resolved.
jayt83
Transmission Trainee
Hace 3 meses
I'm now getting the dreaded "Invalid sim card detected" for the past 24 hrs. unplugging and plugging back in fixes it for a bit and then it happens again…. A fix for this would be WONDERFUL! You could have literally had them re-push the previous FW to everyone and you are not even choosing to do that. I have too much work that depends on a vpn connection that no longer is working. I literally have 2 options in the remote area i live in and come Monday the 14th, if this is still going on, im going back to the DSL that is out here. Failed too many times in such a short amount of time that this is still the same janky connection that it was when it first rolled out and we tried it.
SIXTYCASTLE
Newbie Caller
Hace 3 meses
I am having the same issue with multiplayer games dropping connection and only excuse I get from this "tech support" if you can call them that is "ENGINEERS ARE AWARE OF IT AND WORKING ON IT" same answer last 3 FRIGGING WEEKS. Seriously? have their engineers graduated high school even, I miss my reliable internet service but unfortunately they are the only service in my area.
SIXTYCASTLE
Newbie Caller
Hace 3 meses
formercanuck wrote:

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.

Ah okay, thank you I will have to do that, thanks
formercanuck
Spectrum Specialist
Hace 3 meses
Just as a note: If you 'can' exchange at a store, I'd recommend it.
I received my replacement (g4AR came in to replace g4SE), however, it was effectively dead on arrival. Tech support couldn't get the WAN side to work - my SIM worked fine on existing G4SE, and shows on G4AR, but 4GLTE shows CQI as 0, and 5G doesn't show anything. When shipped, I was told to use my existing SIM in new device (new device didn't have one), rep told me to exchange it at the store (the new replacement!) - store wouldn't replace it, as it was listed as 'warranty exchange' !?? Now I have to use my original which has to be shipped back and until they get it - they won't issue a replacement for the defective G4AR

After an hour of deaing with another home internet tech - they are sending .. another device
As an extra note: Before exchanging through shipping take pictures/video of packaging to avoid 'issues' with returns, as others have mentioned issues with exchanges/returns.