5G home internet keeps dropping

jtheiss wrote:

I'm having a problem with T-Mobile 5g home internet that has not been resolved despite many calls in to the help line.  I've had T-Mobile 5g home internet for almost a month now, and the short version is that every so often the gateway drops the network.  When I say "drop the network," I mean to say it throws everything off of the Wifi that it's broadcasting, and anything plugged in via ethernet says "no network found.  (To elaborate this point, cell phones switch to cellular data because wifi is gone for them, and computers hardwired into the gateway think that they are no longer plugged into anything.)  Turning off the gateway and turning it back on resolves the issue, but doesn't prevent it from happening again.  Whatever is happening doesn't seem to affect our connection speed/strength when the gateway IS providing signal to devices in the home, but due to the nature of our work, we need a connection that won't just disconnect randomly.  

 

 

 

Is anybody else having this issue, has anybody resolved this issue, or does anybody have any advice or feedback regarding how I might get this resolved so that I can get back to having stable internet?

So even though your post was about 2 years ago, this is for the current users of T-Mobile 5G Internet. Basically as most comments say the device is dropping off. Sometimes the devices won't connect even though I get a good signal from the Gateway. My service started in October of 2023. Today is Jan, 20, 2024. So for 3 months it's been HORRIBLE. TERRIBLE SERVICE. I know that the device not only drop off when I am awake but it happens when I am asleep as well. I only put my phone on WiFi in the house bc my data signal on the phone is only 2 bars. I play music on my phone at night and need the wifi signal to hear the music. I get up to turn over and the music is off and the phone says. You are not connected to WiFi turn on wifi or data. 🤯  The other night it was 1;42AM it dropped. I wasn't asleep, so I turned it back on. At 1:50AM, it dropped again. 🤯 YES, THE TECH TELL ME ITS THE TOWER TOO. Sure whatever. In December the told me the tower would not be fixed until February. Wow! 2 and ½ months to fix a tower. I bet they can build a new tower in less time than that and maybe they should based on the complaints here in this thread. ANYWAYS, I called them 3 times this week along. make me cray-cray. This tech tonight said he thought it would help if I were to get a wireless router extender to hook up to the T-Gateway. He said it would be about $60 and told me to get Netgear if it doesn't work, he told me I could return the product to Walmart if I purchased it there. One thing I forgot to mention that about two weeks ago I was so fed up. I told them to send me a new gateway tower. And they did of course I'm still having the same problems. I will attempt to try the router extender. I don't understand why TMobile won't offer this option with a disclaimer. Because today's Tech told me that the White Gateway is so secure it basically has problems connecting to certain devices. They don't suggest the extender router because it is not secure like the new White Gateway that TMobile sends out.                                

The first two weeks of having this gateway I spent literally 30 hours trying to talk to IT, I spoke to Apple multiple times then Apple tells me to call TMobile back because my computer would not connect. I ran to the T-mobile store, everything works fine there, then got it home and it didn't work. Funny thing is I found some article on why Mac computers are not connecting to the Internet even though you have an icon that shows that you have Wi-Fi. So I did a couple of the things they suggested which was 11 different things are more and my computer connected but two days ago I couldn't connect my computer with Wi-Fi or the ethernet. TMobile has really really sucked so far and it seems like 5G Internet service is not good at TMobile. Employees are very nice but service just is horrible.