2 Internet losses in less than 24 hours

RVANerd wrote:

Good and bad news. Good first. FW did get upgraded to 1.00.16 overnight. So the T-Mobile fairies are active. LOL. Device seems to be working well. No freezes so far. Fingers crossed. Bad news. Phone Support sucks to high heaven. Wait …. frustrating. And no consistency. Interacted with a different tech on different calls and got blown off like 1.00.12 is the latest for the ARC modem, to updates may take 7 to 10 days. To I have upgraded you modem just power cycle it. 

Any case, if service is like what it is and I do not have to interact with support I will keep it !!!

 

 

 

Unfortunately your experience is the norm. TMO support has a ways to go before they even get to cell phone level of support (which is so-so). This is probably why they have the firmware locked down the minimum features.

If you come across issues with your gateway and networking inside your home, you will get better support on this community from other home internet customers and their personal experiences. The only thing TMO can consistently help you with is confirming whether your local tower is having any issues.