5G home internet keeps dropping

I was having internet disconnects at least once a day. Purchased a WiFi reset device called Keep Connect. It pings Google I think on a regular basis and if it detects the internet is down it will power reset whatever is plugged into it. It will also email/text you every time it happens. For some strange reason I've only had it reset once in the last month since I installed it. Obviously its not a solution for the problem, but its a decent band aid. 

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. 

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

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…

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.

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 have the grey round gateway. It was first installed in August 2021, required a reboot at firt every other week, then every 10 days or so, then daily. Some people on this thread wonder if it has anything to do with towers, cell signals, and what-not. It doesn't. I'm sure you can see it on your phone when the gateway drops the internet, your phone can browse just fine. They replaced my gateway, sent the same type - grey and round. And of course referbished. They never send anything new if it is a replacement. The support for the TMo internet is in the Phillipines and they are pretty much useless on top of being very difficult to work with them.

As many others mentioned, it is not possible to look at the actual network settings of the gateway as there is no user interface on the gateway to do that. The only way to solve the connection issue is to power cycle the gateway.

My gateway is sitting on a constantly running fan to prevent the gateway from overheating. It helps to keep the temperature down but does not solve the disconnect problem. Both WiFi frequencies are disabled to keep the temperature down. My router is my WiFi access point. When I connect to the gateway, either from my computer (→ ASUS router → ethernet cable to the gateway) or from my phone using the app, it shows the connection is good, no red Xes, as if everything should be working. It isn't. I may have to purchase the Keep Connect box. It's crazy that TMo will force users to spend money on a gadget to reboot their device instead of exposing those settings in the gateway itself. Stupid, all I can say. Let us manage our network devices. Those who don't want/care/know how to do it, will not mess with it. But others can look at those settings, at a minimum be able to schedule reboots and check the simple DHCP, DNS, IP settings.

It’s a good idea but a totally malo implementation. Fix it or people will be dumping your internet gateways. It's extremely unreliable.

While it may be an acceptable "solution" for some, it is not acceptable to me. No devices are allowed in the DMZ on my network. It works this way with every other internet provider (not that we have a multitude of choices but to name just a couple: Comcast, Frontier) and it has to work that way with TMo. It will not be the case for a while. They are behind the curve and the internet is something new for them. The phones work fine on their network. They just have to figure out the internet gateways. I'll wait for Frontier to lay their fiber down in our neighborhood and then switch and TMo will not have it fixed by then. Pity, I really like the idea of a 5G gateway.

I've notice that at least 1-2 times a week, my wifi shuts down at the same time every time. Not only that, even though my device says the WiFi is excellent

 which by the way, what ticks me off even more was after they asked me how I was enjoying their service and I told them I was happy with it and had no problems, THATS when everything went downhill. Literally within 8 hours of them asking me. And has not stopped since.