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.  

 

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?

II am having the exact same issues as you. It's a huge problem because I am working from home and my calls keep dropping for no reason. Even though the strength is at 3 or 4 bars, out of nowhere I have a big X on the box that says connection lost. This is not a good look for me where my job is concerned. They are going to send me back to the office because of T-Mobile. I have supposedly upgraded to the newer box which is black. I have no faith at all that this is going to work.

I am having the same disconnect problem. I have called support 8 times, and they have sent out two replacement gateways. Same problem. I have a consistent good signal. I can go a couple of weeks with no disconnects and then have a few days in a row where I am restarting the gateway multiple times just to get internet service. 

The customer support all use the same flow chart and I get to the same place every time. They have me to a factory reset followed by a speed test and then say we will call back tomorrow to see how things are working. Usually it disconnects right after I hang up with them.

I am think it is time to consider an alternative ISP.

Ugh, I'm soooo aggravated. Days and days of my signal dropping completely or being left with 2 or 3 bars on the gateway. I've tried everything, including turning everything on and off and restarting and moving it all around. Why suddenly, after 5 months of everything being great is this service so terrible??? 

So I have the exact same issue and have seen many people complaining about this issue. That should rule out the tower or something in the area possibilities. 
    I did eventually unhook my google mesh and ran everything directly from the t mobile modem. It seems it is better. It used to reset 2-5 times per day. After disconnecting mesh system it seems to be down to once a day or less. Maybe once every couple days. Again, complete loss of connection when it drop. I did notice I didn't get my improvement until I not only unhooked my mesh and my 600.00 hundred dollar signal booster but I disconnected them completely so they didn't put out a signal. I think somehow whatever I'm/your running around the house with a signal effects it ? I know, doesn't make sense. 
    It is way better. I don't know what else to do? Have you found any solutions… I see this post is 9 months old…

Yes I suppose not everyone cares for the geek side nor understands it. The speed at the time beats DSL connections by a long shot. Hopefully when they complete their tower buildout in the area it will stay stable. When it stays stable and has good bandwidth it is a nice solution. 

Average speeds with 3 bars on 5g

No one wants to hear all the mumbo-jumbo they just wanna plug it in and have it work.

So many technical variables split between two towers all the things you’ve mentioned and others.

I don’t need any features I just need it to work I’ll check back in a month

Indeed that is the Arcadyan KVD21 T-Mobile 5G Home Internet New Gateway. If you want to know a bit more go to see Nater Tater on YouTube. 

Better? Time will tell. Right now it is missing many features but if it can hole a signal lock and not cook itself then that is a step in the right direction. 

This is the new 5G modem router that solved my problem. I have been up and running for five straight days.

https://tmo.report/2021/10/exclusive-this-might-be-the-new-t-mobile-home-internet-gateway/