Home Internet Gaming Problem

Having the same issue mentioned here. We had the gray/white trash can for about a year with nearly NO ISSUES. Save for a little spottiness on occasion, which is expected in our rural-ish area. No big deal.

I was trying for a WFH job that required 10mb upload speed minimum. We were hitting maybe 5.5-6 with that router. So obviously we went to our local store and asked for help. They recommended the next model with was the sagecom or something like that. The black trash can. This was roughly a month ago. It worked, but it was even slower internet. Download and upload speeds dropped. Didn't get that job, obviously. Streaming TV is how we roll, and up until the big black trash can, we'd dealt with very minimal buffering. Not only did it begin to buffer, we were losing connection completely several times a day. We dealt with it. Gaming hadn't been affected yet.

Then two weeks ago, the gaming connectivity started having issues. My main is Fortnite, and like others, I load up just fine then get into a match and start lagging/dropping connection. Mine is instant, whereas I've seen other get a couple minutes up to forty-five. Regardless, this is unacceptable. Two days ago I'd had enough, so upon contacting tech support, she said coverage in my area is great - I'm in the MAGENTA area so internet should be perfect. But it's not. So it's a router issue. We're gonna send you a new router and that'll fix your problem because on our end, everything looks great. 

Yesterday, we received the router, the Arcadyan (smaller black trash can) and last night it worked with minor lagging. I was at least able to play for a short-time without freezing every 20 seconds. Then last night before bed the internet shut off completely. Tried again today and now it's having the same issue. Freezing every 20 seconds then completely disconnecting me. Though every other device is running smoothly on the internet. As long as we're not gaming.

Here's the rundown from the two tech support calls today:

-Hard reset router and uninstall/reinstall TMHI app. Try adding a second network set to 2.4Ghz and run the gaming off that. Because gaming works best on 2.4Ghz. That didn't fix it, what do I do? Try it out for a couple days then give us another call.

*5 minutes later, frustrated as all get out, I call back*

-TMHI is not meant to handle gaming, but rather basic internet needs such as streaming and web surfing. Seriously? I'm just being upfront with you, I don't want to mislead you in any way. So what do we do? There are a lot of people in your area connecting to the towers, so speeds will be slow. Let's try some more troubleshooting. *instructs to reset everything, verifies SIM card is correct and working, suggest using an ethernet connection* Still no change. I hate that you're having this issue. Here are phone numbers for the manufacturers so you can contact them about your issues. Manufacturers for what? Your consoles. We've done everything on our end possible and connection looks perfect from here. It's probably a manufacturing issue with your Nintendo Switch and Playstation. So my Playstation and Switch both became faulty at exactly the same time after switching routers...and they're the problem? This is everything we did today. I'll give you a follow up call tomorrow to see how things are going.

*drives to McDonalds and connects to their free Wi-Fi and plays Fortnite with NO ISSUES*

I am disgusted and frustrated. T-Mobile, if you don't care about your gaming customers, JUST SAY THAT. Own up to it. You lowered your prices out of greed knowing everyone would flock to you and now you can't support the influx of usage. You put an update out on the routers and your customers are telling you it's broken....yet you do nothing. There is an issue here with YOUR service. I will be switching ISPs due to your negligence and unwillingness to provide for all your customers. 

FYI, Vicky, Richard, and Rachel...it's not you. It's your employer. You all were great and very helpful. As best you could be with what you've been taught.