Home Internet Goes Out Every Couple of Hours

Adding to the pile here. It cuts out every few hours and needs to be rebooted. Sometimes will cut out 3 and 4 times an hour. Was promised I would have 5bars and can't get any stronger than 2 no matter the location. 

I called support and they were polite but just told me engineers were working on it but could provide no other details. 

I hope a rep comes into this thread to shine some light on this as it's clearly pretty wide spread. 

Adding myself to the list of people impacted by this issue.

Sometimes the problem clears up itself. It could be minutes or it could be hours before things start working again.

The problem is bad enough that I have order a watchdog outlet to power cycle the Nokia modem if the Internet connectivity is down for a few minutes.

I hope this issue gets resolved soon so i can resume the relatively stable service I had before.

Same issue here. Signed up in April 2021, service was pretty good for 2.5 months; no dropout until last week. Then it started happening overnight, then every 4 hours and then after about 1 hour. They sent me a replacement Gateway, I set it up this morning only to come home tonight to a no internet situation. I don't think it's linked to temp, it's been pretty constant where the unit is placed, if anything a little cooler. I usually connect a laptop directly to the Ethernet port and check if there's a connection. The web interface stays responsive, connection on both cellular bands is indicated as 4/5. The gateway report that internet is working with a green checkbox. But all phones and computers can't reach anything. Looks like a weird DNS or routing issue. Their whole service is built around IPv6 and seems finicky.

Previous comments about the offshore customer support are right, they are beyond useless. I've been bounced around for over 2 hours on hold, twice transferred to the wrong place. And you can't check anything on the device that would actually be of any help. If only they had an actual team of engineers working on fixing issue. I'm about to cancel, shame because when it was working it was better value than competitors.

I also wanted to add that T-Mobile offshore customer support has not been helpful at all. They are very friendly, but lack any real tech knowledge. All they are trained to do is apologize, tells us how much they value us as customers, send a signal refresh and say the engineers are working on it.  They may even credit your account.  I've been "promised" countless times that my Gateway connection issue will be corrected "very soon."  That was six weeks ago.  Correcting the issue is usually not something they are able to do. Speaking to an actual engineer is not possible.  This is very frustrating because they are the people who can actually provide corrective remedies.  We are left to troubleshoot on our own and find solutions through these community forums.  I live in a rural area with limited ISP options.  My Gateway cooling fan is only a bandaid, I'm really hoping Starlink will be my long term solution when it becomes available.  I also wish T-Mobile would monitor theses forums and assist with customer concerns.  I'm only one single customer, so my concerns and issues are not going to generate any movement from T-Mobile.  That's just the unfortunate reality. 

@LPD155 
That was an interesting concept-- my increasing problems the past month after my gateway working great the first month or two pretty much correlates to the warmer weather. I happened to have a 4" computer cooling fan on hand and set it up under the gateway, and it has made a difference, but is not a solution. My ~1 Mbps download during the day is up to ~3-4 Mbps -- a far cry from the ~75-100+ Mbps I was getting. I think my main problem is either related to my home wifi network now connected via ethernet or the fact that I got a primary and a secondary "good" connection for a few months, but since the problems started, it's a "Very Good" Primary signal and NO secondary signal no matter what I seem to try. I just dumped Comcast, too. I'm about to sign up with Centurylink. Anyway, thanks for the "hot tip"-- can't believe I didn't think of that sooner myself. 

Update…Possible Fix.

I had noticed my 5G Gateway was very warm to the touch at the top of the unit. I always thought this was a normal behavior of the unit. After reading various other blogs about possible unit overheating, I decided to buy a small computer fan to place under the Gateway to see if this made a difference. I purchase the small fan and USB adapter on Amazon (see below).  You'll need the adapter if you want to plug and power the fan directly into the gateway's USB C input. 

https://www.amazon.com/gp/aw/d/B07R659J8Z?psc=1&ref=ppx_pop_mob_b_asin_title

&

https://www.amazon.com/gp/aw/d/B07XYTHCXV?psc=1&ref=ppx_pop_mob_b_asin_title

After having the Gateway turned off for a couple hours, I powered on the Gateway and plugged the fan into the gateway and placed the gateway on top of the fan. The gateway has maintained a noticeable cooler temperature and my Wi-Fi has been more stable in the last 24 hours. Speeds have also been somewhat back to normal.  Not sure if this is all just coincidental, but I wanted to share it anyway. 

I signed up about 2 months ago ($60/mo, just missed the $50 price) and ran the 5G gateway side by side with my Comcast and finally decided last week to cancel my 19+ year Comcast service. This week my speeds have gone to $hit and I notice  the gateway is not connecting to the secondary signal anymore, just a slow B12 band no matter how much I restart. I just read in another thread someone who is going through something similar said he needs to reboot his gateway from the app every few days after removing the ethernet cable to his existing router, then once it reboots, he can plug ethernet back in. Last week when I switched over,  I plugged in my existing router permanently via ethernet instead of just testing it for short periods. 
Note that I have NOT yet tried this type of reboot, I literally just read this in another thread and then I saw this thread. I am curious if the others here experiencing the slow downs are also plugging in a router of sorts to the gateway via ethernet and wanted to pass this on in case it's a workaround of sorts. 

I've also been having same issue for the last month. 5G gateway was working fantastic for months…then the tower "modernization" took place…all my problems started after that. Probably called the home internet tech support over 20 times on the last month. Nobody knows what the problem is, how to fix it or when, if ever, the problem will be resolved. All they can say is they are "sorry" I have no internet. We tried every resolution in the book. They even replaced my gateway. Nothing has fixed the constant internet drop offs. All my T-Mobile cell phones work great…it's only the home internet that has problems. The gateway shows 4 bars signal strength at all times, just no internet. Reboot usually gets me online again for about 5-10 minutes, then looses internet connection again. Very frustrating…I should have never left my old ISP.

I have had this same issue. Here is a youtube video showing a screen grab of my macbook clearly showing service to the gateway with wifi signal broadcasting but nothing actually happens. Has anyone successfully gotten support from T-Mobile for this? When I call I only get scripted "reboot the gateway, lets reboot from the interface". I've done all of that and it tends to work for maybe 6-30 minutes and then I have to do it… AGAIN. This is literally my 10th reset today. 

Link to my youtube screen recording: 

I'm having big-time issues with my home Internet. It goes in and out moment to moment. Trying to do anything becomes an ordeal. Watching videos is a struggle with constant buffering. I am getting sometimes incredibly high speeds of up to 180 megs, but this doesn't translate into smooth operation at all. I wonder if they are gaming the speed test system.