5g home internet stuck on 4g

I just found out that my gateway displayed "4G".  I just unplug it and plug it back again, and it becomes "5G".  I do not why?  hope this does not happen frequently.  The speed in 4G is really much much slower.

Update, I moved my gateway to the corner of the house closest to the tower and got 5G back.

Hm… lost 5G again.  OK, now I think this is what's happening.  The Home Internet Gateway are allowed 5G only on one tower.  When that tower goes down, you lose 5G.

This conclusion was from talking to another rep this week who confirmed the tower closest to me (I know that tower) was down and is supposed to be up this week (explains why I got 5G back on Monday) and is probably down again (may explain why I lost 5G again) or this one tower’s 5G is too congested.

See my first reply.  I think the 'engineers' have to add your SIM/device to the access list for 5G.  Dont forget to ask for service credit.

pphw wrote:

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.

Yes, I get 5G on my phone everywhere in my house which is why this is even more puzzling.

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.

UPDATE: I took my replacement modem to a local store to see if they could replace it... while there I decided to plug it in to see if it gets 4G or 5G... Of course they plug it in and it picks up the 5G signal... They noticed that my modem was somehow attached to the address on file for my parents (who are on my account) and wondered if that's why it's not picking up 5G at my house so they update the address. I got home and plug in the modem hoping it picks up the 5G signal (which it did fine before) and no luck... still on 4G. Tried multiple locations throughout my house and only 4G is getting picked up even though it used to get 5G just fine… UGHHH... 

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.

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.  :)

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/