I've had 5G home internet service for about two months, after two weeks it started acting up. For about five times a day all my devices connected to the Arcadyan KVD21 gateway lose internet yet stay connected to wifi, I've tried everything! Do I need to replace my gateway? Very frustrating.

I'm also starting to think they are throttling service. Everything worked fine for months up until about 3 weeks ago. Now my internet drops out all the time which is making it extremely hard to get my work done. Customer service gave me the run around saying the tower was being upgraded the first week.. ok cool.. still happening after they said the tower upgrade was complete. They sent me a new gateway.. still happening with the new gateway but now I'm being told the tower is being upgraded again? Customer service and their "experts" are a joke! This is getting ridiculous

The problem may or may not be with the gateway. You will have to contact T-Mobile support and ask about the work on the equipment in the area. They could be working on the equipment for the cells in the area so it would be a tower problem. From what you can see the internet connection is not available therefore the cellular connection is a highly probable source of the problem.One thing you can look at are notifications the gateway may have recorded so check for notifications via the LED screen. Another thing to try would be to power the gateway off and remove and reinsert the SIM card. If there is a problem with the SIM card, which some Arcadyan gateways seem to have, then this might help if it is related. That is why I would suggest to check the notifications for errors related to the SIM card. Reseating the SIM card will not hurt. If you have a T-Mobile phone and both tend to use the same cellular source that might be another clue. If your phone transitions to another cell when the gateway drops its cellular signal then it could be a tower equipment related problem. T-Mobile engineers might be performing work on the equipment in the area. T-Mobile does not appear to provide any customer notifications regarding work being performed on the equipment.

I got home from 10 days of vacation and found that my internet kept dropping out a few minutes after rebooting the router. When I connected a device directly via an ethernet cable the connection time was elongated by about an hour but still would fail. I have opened many service tickets regarding this with no correction. They tell me that they are working through the engineers to correct a software issue but I have found that it is still failing after three days of this continual reboot and use for a short period of time. At this point it fails immediately upon reboot. The device still says it is connected to the Internet although all connected devices to the Wi-Fi or ethernet port say there is no Internet. I am at the end of my rope for how to get this resolved through technical support.

Hi Melo, thanks for the reply. I can definitely relate to your experience as it almost matches mine. I was getting very good internet service from Jan. 2022 to around August 2022, and then the wifi/internet would cut off and come back on again after a few minutes, this would happen a couple times per day, then it got worse where it would cut off multiple times per for longer times. I called the so called "experts" and got no where. They sent a new modem (I was led to believe it was a different and better one but it was the same model!), and they changed the account to a lesser (limited data) so this did nothing other than waste my time. The "exeperts" are all from a call center Tmobile has in the Philippines. The people there are nice but they read/play off a script and really just say everything will be fine, we will fix it, and that is all a lie. They cannot fix anything. I then had to return the modem, and went to a Tmobile store and they were useless, just told me to call 611. I called again and the girl gave the same story, oh they are working on the 5g tower and it will be better. They provided no other details, when the work started, what the nature of the upgrades are, when it will be completed, etc. I was suppose to get a 20$ discount but Tmobile charged me extra for the modem that didn't work so now I need to call them again to fix it. I liked the idea of coupling cellphone and internet for $135 all inclusive per month; the cell service is not great but so far I can live with it (I had ATT previously and they are better but Verizon is the best (and most expensive unless you have multiple lines on account)) but the internet service from this 5g system is not consistent and Tmobile customer service and business is deceptive. I will wait and see if it does improve, but if by January 2023 (1 year of Tmobile for me) it is not better, I am dropping Tmobile.

This started happening to me back in July. I ultimately had to cancel my T-Mobile home Internet because it just wasn't working for us. It was nearly flawless for the first seven or eight months of service. Easily over 300 Mbps for all of our (20+) devices. It was a dream replacement for our cable Internet that was just getting more and more expensive. However, no Internet just doesn't work, so we replaced it with Verizon 4G LTE which is admittedly MUCH slower. Slower, but reliable and always present. That works for us. I am very sad that T-Mobile quit on us. It was great while it lasted. I think that our usage got us bumped off. We routinely used in excess of 1,600 Gb of data monthly. Interestingly, though, during this time our phone's 5G failed to provide Internet for us. To get an Internet connection with our phones, we needed to downgrade to LTE. 5G would connect, but it wouldn't provide ANY Internet access. That is clearly unacceptable for a home Internet solution.

5G Home internet keeps dropping! | Comunidad de T-Mobile

Notewriter
Roaming Rookie
Hace 2 años
Notewriter wrote:

pphw wrote:

Notewriter wrote:

WJUT01 wrote:

WJUT01 wrote:

HoHoHo5 wrote:

It looks like the stores are no longer stocking Nokia 5g gateway. I spoke with another representative and said the tower is going to get a capacity upgrade 4Q2022. There is a capacity issue at the tower at the moment.

According to my Sagecom Gateway, I only have access to the N71 band (low band low capacity) connection.

I assume if and whey they upgrade, Tmo will add the N41 band (mid band higher capacity). Is everyone experiencing the frequent drops only connecting to the N71 5G band?

Same issue on N41.

Update 2/23/23: installed a Keep Connect 1/19/23. Since then 16 resets. Of those 1 DNS failure, 2 TCP/TLS connection failures and the rest Unknown loss of internet. Resets have been at random times day and night. At least now we don't have to manually reset the gateway and therefore don't notice it.

How to find which band we are connected to on our modem? "Thanks."

On the TMO Internet App, go to More then Advanced Cellular Metrics, 5G. Your band will be at the bottom.

Thank you for your reply and knowledge. 😉

It does show we are using band "b66." Guess we're using the best available for our area?
Notewriter
Roaming Rookie
Hace 2 años
pphw wrote:

Notewriter wrote:

Notewriter wrote:

pphw wrote:

Notewriter wrote:

WJUT01 wrote:

WJUT01 wrote:

HoHoHo5 wrote:

It looks like the stores are no longer stocking Nokia 5g gateway. I spoke with another representative and said the tower is going to get a capacity upgrade 4Q2022. There is a capacity issue at the tower at the moment.

According to my Sagecom Gateway, I only have access to the N71 band (low band low capacity) connection.

I assume if and whey they upgrade, Tmo will add the N41 band (mid band higher capacity). Is everyone experiencing the frequent drops only connecting to the N71 5G band?

Same issue on N41.

Update 2/23/23: installed a Keep Connect 1/19/23. Since then 16 resets. Of those 1 DNS failure, 2 TCP/TLS connection failures and the rest Unknown loss of internet. Resets have been at random times day and night. At least now we don't have to manually reset the gateway and therefore don't notice it.

How to find which band we are connected to on our modem? "Thanks."

On the TMO Internet App, go to More then Advanced Cellular Metrics, 5G. Your band will be at the bottom.

Thank you for your reply and knowledge. 😉

It does show we are using band "b66." Guess we're using the best available for our area?

Go to cellmapper .net and find towers in your area.

Alternatively, place the gateway at different windows to try getting N41.

Will do. “Thank you again.” 😉
Notewriter
Roaming Rookie
Hace 2 años
On the "T-Mobile Internet" app, you can remotely restart your modem from there. You can also view all devices connected to the modem and their signal strength. Sometime restarting/rebooting the troublesome devices (TV, security system(s), other Wi-Fi devices) can also re-initiate a good signal connection. This may also help?
james_koon
Roaming Rookie
Hace 2 años
cjc15153 wrote:

My connection was generally good until yesterday. Tech support have not been able to help, in part because my calls (through a T-Mobile MNVO keep getting dropped). To me this suggests problems with the tower--but what do I know? One tech asked me to do a factory reset (no luck). Another tech on a subsequent call asked for my IMEI and said that they did something, though it didn't work either. I just tested my Up/Down on OOKlA 18 Mbps down and 24 Mbps up.

I am in the San Fernando Valley, so overheating could be an issue, but the problem began in the evening and when I had WiFi turned off via script.

I got a 120 MM fan that has rubber feet for a stand, and then used hot glue to stick the modem to it. (Look up Marame 120mm 5v USB Powered Fan with Speed Controller on Amazon for something similar) they're out of stock on the one I bought two years ago). And I got a USB-A to C adapter and plugged it into the back of my trashcan for power. Still working after two years, can turn it from low to high on a hot day, still quiet on medium or low. And I don't need an extra power cable. Oh, and my trashcan hasn't crashed that I know of anymore two times I can remember, I often get 45+ days of uptime on the thing before dns resolving starts to slow down.
amacc83
Roaming Rookie
Hace 2 años
Started happening for me on the Nokia after their latest "stability" update. Does T-Mobile actually have proper engineers that know how to test? The trash 1.2204.01.0101 update ruined my connection and made my time-consuming antenna installation useless. It now seems to connect to the tower with the worst signal. Really, you want to connect to a tower with a -119 RSSI / -2 SNR instead of the one that I was connecting to before with a -97 RSSI / 15 SNR. Idiots.
Awful company run by incompetents. Just about ready to jump ship to Starlink. Haven't heard stories with this degree of absurdity from their customers.
And I absolutely hate the gaslighting of customers with tower upgrade nonsense. I've completely given up on contacting customer support because I already know what they are going to say.
CoachBob
Newbie Caller
Hace 2 años
mexokream wrote:

I've had 5G home internet service for about two months, after two weeks it started acting up. For about five times a day all my devices connected to the Arcadyan KVD21 gateway lose internet yet stay connected to wifi, I've tried everything! Do I need to replace my gateway? Very frustrating.

I have same issues. Have had router replaced 2x. No change.
Bosshogg2176
Network Novice
Hace 2 años
The problem is that this is a wireless connection and not a normal land connection like fiber optics. It all lies in the security protocol where they are using a dynamic IP address which assigned to you by your internet service provider (T-Mobile) and is subject to change. This means that your IP address can and will change each time you connect to the internet, or while you are connected which causes the issue. This makes it a bit harder for criminal hackers to monitor your online habits. Until they switch over to a static IP this issue will continue to happen. Nothing you do on your end will solve the problem as you will see by reading the other posts.
Lumster
Network Novice
Hace 2 años
Still an issue. Like most here I had decent internet for months, and now for about the last month it just drops randomly. Usually not for long, but consistently at least once an hour some times more. It's not "throttling" as I work most the day and honestly barely use my home internet that much, why I tried to get the cheapest plan I could with this.

As others have said I guess it's just too many people in my area buying the plan, either for home internet or phones. There are a lot of apartments in my area, so a lot of people around a small area. Though I will say there are 3 towers within sight of each other in my area, so it's pretty sad they are still over loaded, and Tmobile keeps selling more plans.

Support is nice, but generally unhelpful. You get told to turn it on and off, factory reset. They do a little "test" on their end, say every thing is fine and shrug. It's almost always considered "your fault" some how, despite the gateway being in the same location for a year or more, it's now suddenly a bad spot. It is also winter in my area, I highly doubt it's over heating all the sudden when it worked fine in the summer where it was 90 degree's or more in my room.

I just almost wish it was slow speeds, as I said I don't use it for much. But the dropped connections really mess with even just browsing web pages and they constantly fail to load. Let alone watching movies or anything like that.
WJUT01
Roaming Rookie
Hace 2 años
I had finally had enough getting 5-6 keep connect resets a day, Tech support remotely checked out everything as ok, we did a factory reset didn't help so went into the store to return in their words the "silver garbage can" and replace it with the Sagemcom Fast 5688W Gateway. Signal strength was much better and no more keep connect resets. Problem solved.
scheerce
Newbie Caller
Hace 2 años
Like so many others, same situation. TM just doesn't care. Just cross your fingers you get another option for internet access soon, or bite the bullet and pay for Starlink if there is nothing else. Here are my stats today. They insist nothing is wrong….