Hey all, I’ve had the black 5G gateway for a couple days now, and have been a T-Mobile customer for just as long. I guess the issue I’m having is looking like one that a lot of other people are as we...
I was hoping to get some good solutions, but find everyone is having this same issue with the Gateway! While our signal as always read "Weak" it was fine early a.m. and day--but come 6 pm. and the slowness and literally stopage begins. Don't even get me started on the football games!! I feel like "you get what you pay for" with this. I have spent countless hours moving this thing around---I think my first clue was when our address did not even show on the T Mobile finder. Talking to friends I take the phone off Wi-fi as cellular does not break up. Each time I call T Mobile I get the reply "plug, unplug"-right. However I finally reached a rep who told me they would be getting new towers---when I asked when she said 4th Qtr 2024!!!! Why the heck is T Mobile selling these knowing they have overloaded the area--this is why the low price. Looking at Verizon's new tower online I got the message they are not offering in this area until they have adequate coverage. We will be returning the tower this weekend. When I see how many are affected and how long this has been going on it really tells me who TMobile is. NOT customer oriented that is for sure.
So I finally got a tech that knew what they were doing, once she force pushed the firmware update it started working again, haven't had the nightly issue since it got pushed and installed, going on about a week now..
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I guess the issue I’m having is looking like one that a lot of other people are as we...","body@stringLength":"1149","rawBody":"
Hey all, I've had the black 5G gateway for a couple days now, and have been a T-Mobile customer for just as long. I guess the issue I'm having is looking like one that a lot of other people are as well.
During the day my gateway pulls about 500 Mbps and has a \"Very Good\" signal. Without moving or changing anything about the setup, usage area, or anything, around 8PM Eastern my speeds go down to MAX 5 Mbps.
Nothing has changed other than the time of the day. I have a ticket open for the \"local engineering department\" to troubleshoot. It'll randomly be good during the night and then go back to the unusable 5 Mbps.
I relayed this to Customer Care, and while they seem sympathetic to the plight, they ultimately just want me to continuously restart the gateway so they can reconnect it to the tower because it has \"stopped communicating.\" Is this the common reply that everyone is getting? Restart on restart while waiting for engineers to troubleshoot your wifi, only to then get told you need to restart to be reconnected to the tower, and then ultimately a factory default when they've exhausted their checklist?
","kudosSumWeight":17,"postTime":"2023-04-17T19:21:09.000-07:00","images":{"__typename":"AssociatedImageConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"attachments":{"__typename":"AttachmentConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"tags":{"__typename":"TagConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[{"__typename":"TagEdge","cursor":"MjQuMTF8Mi4xfG98MTB8X05WX3wx","node":{"__typename":"Tag","id":"tag:5g","text":"5g","time":"2021-02-22T10:35:21.000-08:00","lastActivityTime":null,"messagesCount":null,"followersCount":null}},{"__typename":"TagEdge","cursor":"MjQuMTF8Mi4xfG98MTB8X05WX3wy","node":{"__typename":"Tag","id":"tag:home internet","text":"internet residencial","time":"2019-11-29T13:58:17.000-08:00","lastActivityTime":null,"messagesCount":null,"followersCount":null}},{"__typename":"TagEdge","cursor":"MjQuMTF8Mi4xfG98MTB8X05WX3wz","node":{"__typename":"Tag","id":"tag:home internet service gateway","text":"home internet service gateway","time":"2022-06-14T23:41:48.000-07:00","lastActivityTime":null,"messagesCount":null,"followersCount":null}}]},"timeToRead":1,"currentRevision":{"__ref":"Revision:revision:123562_1"},"latestVersion":null,"metrics":{"__typename":"MessageMetrics","views":23175},"visibilityScope":"PUBLIC","canonicalUrl":null,"seoTitle":null,"seoDescription":null,"isEscalated":null,"placeholder":false,"originalMessageForPlaceholder":null,"messagePolicies":{"__typename":"MessagePolicies","canModerateSpamMessage":{"__typename":"PolicyResult","failureReason":{"__typename":"FailureReason","message":"error.lithium.policies.feature.moderation_spam.action.moderate_entity.allowed.accessDenied","key":"error.lithium.policies.feature.moderation_spam.action.moderate_entity.allowed.accessDenied","args":[]}}},"archivalData":null,"customFields":[],"body":"
Hey all, I've had the black 5G gateway for a couple days now, and have been a T-Mobile customer for just as long. I guess the issue I'm having is looking like one that a lot of other people are as well.
During the day my gateway pulls about 500 Mbps and has a \"Very Good\" signal. Without moving or changing anything about the setup, usage area, or anything, around 8PM Eastern my speeds go down to MAX 5 Mbps.
Nothing has changed other than the time of the day. I have a ticket open for the \"local engineering department\" to troubleshoot. It'll randomly be good during the night and then go back to the unusable 5 Mbps.
I relayed this to Customer Care, and while they seem sympathetic to the plight, they ultimately just want me to continuously restart the gateway so they can reconnect it to the tower because it has \"stopped communicating.\" Is this the common reply that everyone is getting? Restart on restart while waiting for engineers to troubleshoot your wifi, only to then get told you need to restart to be reconnected to the tower, and then ultimately a factory default when they've exhausted their checklist?
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wings1212 wrote:
\t
I was hoping to get some good solutions, but find everyone is having this same issue with the Gateway! While our signal as always read \"Weak\" it was fine early a.m. and day--but come 6 pm. and the slowness and literally stopage begins. Don't even get me started on the football games!! I feel like \"you get what you pay for\" with this. I have spent countless hours moving this thing around---I think my first clue was when our address did not even show on the T Mobile finder. Talking to friends I take the phone off Wi-fi as cellular does not break up. Each time I call T Mobile I get the reply \"plug, unplug\"-right. However I finally reached a rep who told me they would be getting new towers---when I asked when she said 4th Qtr 2024!!!! Why the heck is T Mobile selling these knowing they have overloaded the area--this is why the low price. Looking at Verizon's new tower online I got the message they are not offering in this area until they have adequate coverage. We will be returning the tower this weekend. When I see how many are affected and how long this has been going on it really tells me who TMobile is. NOT customer oriented that is for sure.
\t
So I finally got a tech that knew what they were doing, once she force pushed the firmware update it started working again, haven't had the nightly issue since it got pushed and installed, going on about a week now..
","body@stringLength":"1569","rawBody":"
wings1212 wrote:
\t
I was hoping to get some good solutions, but find everyone is having this same issue with the Gateway! While our signal as always read \"Weak\" it was fine early a.m. and day--but come 6 pm. and the slowness and literally stopage begins. Don't even get me started on the football games!! I feel like \"you get what you pay for\" with this. I have spent countless hours moving this thing around---I think my first clue was when our address did not even show on the T Mobile finder. Talking to friends I take the phone off Wi-fi as cellular does not break up. Each time I call T Mobile I get the reply \"plug, unplug\"-right. However I finally reached a rep who told me they would be getting new towers---when I asked when she said 4th Qtr 2024!!!! Why the heck is T Mobile selling these knowing they have overloaded the area--this is why the low price. Looking at Verizon's new tower online I got the message they are not offering in this area until they have adequate coverage. We will be returning the tower this weekend. When I see how many are affected and how long this has been going on it really tells me who TMobile is. NOT customer oriented that is for sure.
\t
So I finally got a tech that knew what they were doing, once she force pushed the firmware update it started working again, haven't had the nightly issue since it got pushed and installed, going on about a week now..
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