5g home internet stuck on 4g

Call 611 and tell them your gateway no longer connects to 5G after firmware update.  They will open a ticket for engineering to fix it.  Took them a week to fix mine and I have 5G again since Monday. They should have done a better job of deployment since 1.00.18 has been going out for a few weeks now. Ask for a 1 mo service credit for the inconvenience.  :)

The way I resolved is by pulling out and reinserting the SIM. It has been running for couple of months now and no issues so far.

I have the same problem - I'm in a semi rural area in Wisconsin. I replaced my gateway with a new one - same issue - and then bought a different model gateway off of eBay - same issue. 

The funny thing is….my phone gets great 5G coverage in my house, but my home internet gateways cannot hold a 5G signal, even when take outdoors…

AND, when I turned on the new gateway, the first time it powered up it acquired a 5G signal for a moment, then never again. 

T-Mobile says it’s “upgrading” the towers in the area.

I smell a rat, I think I’m being throttled.

Do you have a TMO phone?  Is it getting 5G?  If so, tell that to customer service so they will actually look into the problem instead of the default deny/delay.  Also, demand service credit.  If they are not providing 5G, you should not be paying for 5G service.

I live in Atlanta. Had internet at 5G for well over a month. this morning flipped to 4G. my iphone is right next to the gateway with a full 5g signal. Sure appears that T moblie internet is not unlimited. natural they enforce caps after the 14 day trial period. Its ashame companies don't provide services as advertised 

Same here. Live in rural East Texas. Very few internet options, other than satellite with its caps and cost. I signed up with T-Mobile home internet because the guys at the local store 'assured' me 5g is available. 3 months now. My phone, like some say, setting right beside (or anywhere in my property) the modem has full bars 5g and runs a speedtest of 34.8 download (yeah still crap right!?) but the modem has never connected 5g, 4 g only with download speed of 5.08. Piece of crap! Please come Elon Musk. Starlink- I need you! If I call customer support (because I go down all day often) they always, always, always, always… say- upgrading tower! I'm only with T-Mobile because it is better than nothing. But as soon as something better comes along- I'm jumping ship! 😭

I'm having the exact same issue… old router used to hold 5G signal fine, contacted support and got a new modem… 5G was fine for 1 day and then back to only 4G. Anyone ever get a fix for this?

I had great 5g connectivity for the first month. once the gateway updated to the 1.00.18 software, it no longer connects to 5g. I'm beginning to think this is intentional now.

rhsortho wrote:

I had great 5g connectivity for the first month. once the gateway updated to the 1.00.18 software, it no longer connects to 5g. I'm beginning to think this is intentional now.

I’m seeing similar reports on reddit… 

https://www.reddit.com/r/tmobileisp/comments/10o19g2/arcadyan_stuck_on_4glte/

pphw wrote:

Call 611 and tell them your gateway no longer connects to 5G after firmware update.  They will open a ticket for engineering to fix it.  Took them a week to fix mine and I have 5G again since Monday. They should have done a better job of deployment since 1.00.18 has been going out for a few weeks now. Ask for a 1 mo service credit for the inconvenience.  :)

I'll try to do that… I contacted support today and they said that it's likely network congestion or something (which I find unlikely). I think I will try again and see if they are able to fix it.