sagemcom fast 5688w internet going out or losing connection

I've been having the same problem. Resetting at least twice a day, sometimes more

Had this problem also. I think it's more likely the cell towers. They were working on them in my neighborhood and finally seem to have it fix.  After an up and down year it's finally pretty reliable with good speed.

Have the same issue, T-mobile support has been worthless. It was fine for a few months and lately will not stay up at all.  This is also happening with my phones in data mode, so its not the gateway.  I recommend every files a FCC consumer complaint - if you read the boards this type of complaint is all over the place.  https://consumercomplaints.fcc.gov/hc/en-us

murphyc2008 wrote:

the Sagemcomm FAST 5688W that i have has been losing internet connect for a while now and it is getting worse. it has gotten to where i have to reboot the gateway daily sometimes twice a day. i spoke to someone i think last week about this problem but it have hasnt been resovled he said that he did something the gateway remotely and when i get home to unplug it for 2 min and plug it back in but it still dose the same if not worse. i also want to see about changing my NAT type to open because i am having trouble with my securety cameras and gaming system after switching to tmobile internet. thank you and i hope to be hearing from someone soon. have a great day

Wow same issues. I just responded to in another comment with similar issues. Man I wish I could change my NAT type too for gaming. CEO needs to address this. I bet John Legere would have taken action by now. I hope tmobile is reading these comments 

Now getting some nonsense about the towers being congested from T-Mobile - its their goto statement.  With the 5G home internet, my internet is dying - the device will say "very good" connection but from a connected laptop, I cannot even ping anything - not talking about SLOW, its dead and it will not come back.  Is this the problem everyone is having ? Big difference between throttled and not working at all.

T-Mobile - is anyone looking at these messages?

After enjoying T-Mobile's 5G Home Internet service for just a bit over a year, I came home on Sun 12/4 (after being away for a few weeks) to an unreliable and flaky internet connection. Was told by (2nd level) tech support to swap out my Nokia gateway for the Sagemcom at the local T-Mobile store.

The new Sagemcom has been nothing but trouble! It seems to spontaneously reboot itself, and I've been dropped from multiple work conference calls while WFH. A few of the times when I've been dropped, I run upstairs (where the gateway gets a better signal) and see the front screen with the T-Mobile logo and "Powering up..." It doesn't just seem to lose the connection to the tower, but the local WiFi network also disappears. This happens multiple times per day. Sometimes, within 10 mins of me power-cycling the gateway! 😱

Over the weekend, and today (Mon 12/12) I found it with a completely blank (dark) screen and unresponsive to any of the three front buttons. Again, no WiFi network and computers connected through the Ethernet LAN ports are not able to get an internet connection. Waited about 2 hrs to see if it would "unstick" itself, but ended up having to power cycle it again. I can't even listen to the "radio" on my Sonos speakers for any meaningful amount of time anymore!

As far as I can tell, the Sagemcom, while newer, is much LESS reliable than the Nokia I had. 🤦🏻 I’m sorry that I swapped it out, as I the experience has gone from “annoying” to “unusable”. 😣

I've been experiencing connection drops similar to those described here and have exhausted all potential remedies assuming T-Mobile doesn't come up with a fix. Background/notes:

• T-Mobile Home Internet customer for a year. Was issued Nokia gray cylindrical gateway (aka trashcan). Steady connection averaging 300Mbps download.
• Mid-November, connection began to drop. Worked great during the day but cut out at night. Since the Nokia wouldn't reacquire the signal, the only remedy was to restart (turn it off and then back on). Once back on, performance ok until the next evening.
• After a week (late November), called customer support. Rep mentioned signal congestion but confirmed no tower maintenance or issues in my area. Suggested I swap the Nokia for a Sagemcom Fast 5688W at a T-M store. Did so.
• After three days (early December), 5688 connection dropped each day for three consecutive days. Only remedy was a restart each time. Prior to drops, signal strength was very good to excellent and average download speed was 350Mbps. Called customer support, new 5688 shipped overnight.
• After four days, new 5688 connection dropped each day for the first two (Dec 11, 12) and four times on Dec 13. Only remedy was a restart each time. After the second drop, called customer support, no solution to address the issue. After third drop, took gateway to local store. Rep swapped the SIM card. Back at home, no issues until the fourth drop. Called customer support, was instructed to confirm the SIM and IMEI numbers, unplug and leave the 5688 off while she performed a signal refresh, and turn it back on. She created a ticket for T-M engineers to address. No issues <24 hours since speaking with her and posting this.

In all cases:

• Each gateway was placed in the optimal location confirmed by the app’s placement assistant
• Signal strength was very good/excellent before connection drop and immediately after restart
• Each gateway was unable to reacquire the lost signal
• No tower upgrades/maintenance underway

In some cases, the message on the gateway read "No internet connection". In others (specific to both 5688s), the following message was displayed (word for word): "Attention, Internet connection issue. Press power button to turn off device for 10 seconds. If the issues persists, contact Customer Support. [Error Code WAN002]. No rep at T-M has been able to explain exactly what Error Code WAN002 is.

So, after a year of steady, no-issue service for $50/month, three gateways (Nokia, Sagemcom Fast 5688W, a second 5688W), four calls to T-M customer support, and two visits to a local store in the past three weeks. And, no one at T-M can explain the issue despite restarts, SIM card swaps, IMEI checks, and location clearances. Espléndido.

Update…

My connection dropped for the first time today (Dec 14), so it appears the signal refresh and SIM/IMEI confirmations performed by the CSR last night did not help. I decided to try a different approach with this drop:

• Opened the app on my phone and checked advanced cellular metrics located under the More menu item. The 5G metrics (RSRQ, RSRP, and SINR) were dashed (zeroed) out as I would expect since the 5688 gateway dropped the signal. However, the LTE metrics were still showing, even after tapping each value and refreshing the page. This suggests that the drop was isolated to the 5G signal, and it seems odd that the internet connection would go down considering an LTE signal was being received. Shouldn't LTE be the fallback if the 5G signal drops, thereby preserving internet service albeit at a slower bandwidth?
• Instead of restarting the gateway, I waited to see if it would reacquire the signal. After ten minutes, it did. The next drop could take less or more time to reacquire a signal if at all, so I don't consider ten a magic number. The fact that a drop occurs is unacceptable, but at least it appears the gateway is capable of reacquiring the signal without a restart.

I called customer support yet again (the fourth T-M rep I've spoken to in the past 24 hours), and aside from creating another ticket and escalating the matter to "engineering", the only new information shared was that the tower was undergoing some maintenance. Considering she was working off a script and troubleshooting manual, my confidence in her explanation is quite low. She offered no explanation for the LTE metrics showing despite the 5G signal being down. I asked to speak to a supervisor and was told one was not available.

Af32001 wrote:

Hi, I see drops in the connection few times a day and perform a reset 1 time a day. what is the fix for this issue? is using our Router with sagemcom 5688w gateway resolve the issue? I've this device since 2 days. trial ends in 15days. any suggestions -should i call the helpdesk? thank you.

we have yet to find a solution @Af32001. you can try and call tech support and see about doing a signal refresh and see if that helps but it hasn't helped us. 

Update…

Sagemcom Fast 5688W just went down (first time today, Dec 16). That's 12 drops in six days. Espléndido.