Forum Discussion
5G home internet keeps dropping
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.
To address this, T-mobile has so far run a bunch of tests on their end, and seem to have ruled out a tower issue (which makes sense, as the tower shouldn't have anything to do with whether or not the devices on the gateway's wifi or ethernet connection get thrown off of the network.) They've sent me a replacement gateway, which is experiencing the exact same problem (3 times in the last 36 hours, in fact). I've noticed that the device gets pretty warm, so I set up a computer case fan as a cooler to force air through the device, thinking that perhaps it's an issue with the device overheating. However, while the gateway is notably cooler than it was without the fan, it has not prevented the issue from persisting. The last thing that I can think to do (and my most recent attempt at resolving this issue) is to plug a router into the gateway via ethernet, and allow the router to handle the wifi/connections w/ devices in the house, and to disable wifi from the gateway all together. Maybe the gateway is simply too overburdened with connections and gets somehow overwhelmed and shuts down, and having the router handle the "heavy lifting" of taking care of all of the individual device connections will resolve it? I don't have a great deal of faith that this will fix the issue (as the gateway also kicks ethernet things off of the network when it experiences this problem), but I'm running out of options/ideas of what to do in order to just get a stable, constant internet service.
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?
Mine drops almost daily (sometimes more) and has consistently done so for 4 months now. I am on my third gateway and all devices are connected to a router which is plugged in to the gateway, so it only has the wired connection. Like everyone else in this thread, T-mobile support has given the same excused (tower maintenance). So far I have not found anything that prevents it, but restarting always solves it. So aggravating. I guess I'll be moving back to Comcast soon.
Mine drops too. But it is more consistent and far cheaper than Spectrum.
Same Same Same.
Nokia Gateway rural Little Rock. Resetting the Gateway by turning off then on anywherre from 0 one day to 5 the next. Download speeds: doing good to get 25-50. Upload speeds: 1-2 at best.
This is a scam for sure and would wish for a breach of contract lawsuit. Calling on phone for support ends up in another country with poor English skills and poor connection and does nothing when they 'reset' and 'test' everything. It is horrible. Then trying to sign up to be 'next' for a new 5G Gateway, I fill it in and the SUBMIT link is dead. What a bunch of crap this is. They actually call it high speed internet.
Now, Netflix loads to 25% and just sits there spinning and frozen and not moving past that: don’t know if that is on Netflix or TMobile Home Internet.
Hurry up Elon Musk and get the darn Starlink in this area.
Yeah, that's what I figured. I'm amazed that so many people seem to have the same complaint but no one knows how to get T-Mobile to pay attention and fix it.
N4WWL wrote:
The last rep I talked to said the drops were caused by tower maintenance, which would be completed in a month. Really? My T-Mobile phone service works fine. But that seems to be the standard response. And it's now been several months that I've had dropped WiFi connections. Really bad.
It is a scripted response they use to end the call/close the ticket without anyone really looking into it. They don't care about making a diagnosis, just follow the script and hope you buy it. It is bad.
@Lextor Yes, definitely a T-Mobile problem. I, too, switched from Verizon and got good speeds the first month. Rebooting the gateway doesn't seem to fix the issue, however. And I have consistently had 5 bars. Calls to T-Mobile have been fruitless. The last rep I talked to said the drops were caused by tower maintenance, which would be completed in a month. Really? My T-Mobile phone service works fine. But that seems to be the standard response. And it's now been several months that I've had dropped WiFi connections. Really bad.
I too am having the problem. My one month old T-Mobile Home Internet device is repeatedly dropping its internet connection. Rebooting solves the problem…. temporarily. No overheating issues. Consistently strong reception (4 bars), and fast download speed (initially 359Mbs or higher, now 120Mbs to 325Mbs).
There is obviously a systemic problem here that need to be resolved. I switched from Verizon, and hoped for a better experience. Clearly, T- Mobile has its issues too.
I am also having the same issue with WiFi dropping. What I have noticed is that when the secondary signal connects to the N41 or N71 bands. When my gateway is connected to the N71 band, the WiFi will stay connected for days or even weeks but when it connects to the N41 band it drops WiFi continuously. Not sure why this is significant and I don't know enough about this stuff but this is the only common thing that I have noticed. Could this have anything to do with the WiFi dropping?
martinjamesdell wrote:
Seems to be a thermal issue and needs to be fixed. Gateway reboot issue is still there. Can't work on any social platform or website.
still waiting for the solution ;-(
