Forum Discussion
5G Home Internet Suddenly Very Unstable And Technical Support Is Essentially Useless
Wondering if anyone else is having similar issues.
First, at $50/month for 5G speeds with no data caps, this service is pretty much the best deal out there. When it is working well, we typically see speeds in the 60+ Mbps down/ 20+ Mbps up which is by far the best performance we've ever had at our house.
Unfortunately, it has recently become the case that it almost never "works well". Over the last couple of weeks, we are lucky if we can get an hour a day where it is getting this kind of performance. For much of the day, it is actually not even usable (we're talking less than 1 Mbps and barely registering uploads).
The strange thing is that when we first got this modem, it never seemed to be the case. I saw some forum discussions that overheating might be an issue, but it really isn't that hot. Additionally, when it is performing poorly, I noticed that we are getting less than two bars primary and zero bars secondary on the modem. Again, this previously wasn't the case.
Sometime rebooting with temporarily resolve this issue, but I am not kidding when I tell you that most days we restart the modem a minimum of five times. Many times it simply doesn't fix anything.
Compounding this is the fact that TMobile seems committed to off-shoring their technical support and the quality of this service is so bad it could be a post in itself. Over the last couple of months I've probably called once a week, which typically eats up an hour of my day and has rarely resolved anything. On three occasions, the representative told me they would call me back and not one has. Not one.
On the last call, I managed to get a "manager" on the line who honestly was not any better than those who work for him. His only solution was to downgrade us to LTE even after I told him that we ultimately go the 5G device because the LTE was working very poorly.
Anyway, I'm 99% sure I'm just going to have to bail on this service and go with Starlink which is available in my area. This really bums me out because when Tmobile's service is even working halfway decent it is more than enough for us, but "half-way decent" at this point is a dream state for us.
Again, I'm curious if others are having similar issues. For what it is worth, we have the Nokia 5G cylindrical tower.
HomeinternetSUCKS wrote:
5G HOME INTERNET IS USELESS, SWITCHING TO VERIZON
I live in Vegas. I can SEE the T MOBILE ARENA from my apartment. I recently got one of these horrible 5G home modems. THIS THING IS GARBAGE.
If I power cycle it it works okay for a couple of minutes, THEN it drops to BELOW DIAL UP SPEEDS and stays there until I power cycle it again. I've put it in the window (WTF??) I can SEE a cell tower from my front door.
Numerous calls to customer service have solved nothing. Hours have been wasted on hold and call backs.
What a total POS!! Why on earth would you roll this terrible product out when it clearly doesn't work? I've been reading everyone else's problems on here as well.
Here's the clincher: When I search for 'available wi fi networks' virtually everyone in my complex is on Verizon. As of this weekend I will be too.
THANKS FOR NOTHING T MOBILE,
ABSOLUTE GARBAGE. USELESS.
great, I just left Verizon.... I never should have.... Verizon home Wi-Fi was great, ... for over 6 months day-to- day, anytime of day consistent 5 bars .. better than Google fiber also (junk)... and is it me or....? every time I see (described as) "unlimited"..quickie followed by "limited" based on use?.... PLEASE REFER TO TERMS AND CONDITIONS OF YOUR CONTRACT... please Verizon!! take me back, I'm sorry for the things I said about you lol but .. the magenta has an agenda
I had just posted in another forum.
"TMO has absolutely oversold their home Internet. My service was great for 1 year- slower speeds than Cox, however, the connection was very stable. Over the past 3 months we have ZERO internet from 5 pm until about 10 pm. Called tech support,, the matter was escalated and they are going to call me back. A Supervisor even called me because I am a 20 year customer. What are they going to do -- it is either add more towers or remove customers!
My family members have demanded we go back to Cox. SuperBowl is coming up and the men in my house are not happy so 15 minutes ago I recommended Cox and am just reconfiguring a few things..
I wonder what will happen with TMO. If you think about almost every new initiative they undertake ends because of issues on their end --TV, their original prepaid card, their TV portal, their box. their home router for calls etc --the list goes on and on.
I work from home and cannot deal with Internet that does not work.
The pricing is great which is what attracted me and for just about a year it was good and now went back to Cox and got a good deal. I took the price comparable> The option.I used to have the Ultimate and if anything good came out of this I now know that the slower speeds of 100 down work just fine. I never got anything over 25 with TMO and when it worked it was fine.My prediction for TMO moving forward -- heavy throttling and new pricing options with data caps”
It used to work great for us until last week. Got new modem, and no Internet access for a week...no compensation offered either. They said cell tower issues being worked on..
That is about par for the course that I get for their connection speed, which is unusable.
50$ a month for service that is worse than dial-up and disconnects and resets connection regularly. They clearly should not have rolled out this service the way that they have. I have had this service for about half a year and it has had severe ups and downs though as time went on it just kept getting worse. It has been in a state that has been completely unusable and unreliable to the point where I am practically forced to cancel their service. I have a folder with months of speedtests where I am averaging under 1Mbps...with some being unable to even put the speed on the scale and they show up as 0.00Mbps. Checking email is the only thing that can be done and only when it isn't disconnecting. Web surfing is a horrible experience as any images or complicated web sites might not even load properly. Gaming has been impossible with occasional moments where I think its ok and during gaming it will lose connection or drop speed back down. I know that they won't do it but they should give refunds to customers in any areas where they obviously could not give the kind of service they are advertising, or at least stop billing customers in those areas until they actually do make it so that what they say they sold is actually what all their customers are getting. They don't even have the courtesy to make any kind of support ticket or ability to cancel the service for 5G home internet service on their website.
5G HOME INTERNET IS USELESS, SWITCHING TO VERIZON
I live in Vegas. I can SEE the T MOBILE ARENA from my apartment. I recently got one of these horrible 5G home modems. THIS THING IS GARBAGE.
If I power cycle it it works okay for a couple of minutes, THEN it drops to BELOW DIAL UP SPEEDS and stays there until I power cycle it again. I've put it in the window (WTF??) I can SEE a cell tower from my front door.
Numerous calls to customer service have solved nothing. Hours have been wasted on hold and call backs.
What a total POS!! Why on earth would you roll this terrible product out when it clearly doesn't work? I've been reading everyone else's problems on here as well.
Here's the clincher: When I search for 'available wi fi networks' virtually everyone in my complex is on Verizon. As of this weekend I will be too.
THANKS FOR NOTHING T MOBILE,
ABSOLUTE GARBAGE. USELESS.
I agree wholeheartedly. In my limited experience, support staff strives to sound accommodating and thoughtful, but it comes across as fawning. Makes me pretty uncomfortable.
as a NEW member here with Tmobile cell and internet for only 3 days, I'm struck by the lack of TMOBILE personnel response to this problem on this thread. Where are they? Why are they not saying anything about this complaint. This thread has convinced me to return the gateway that seems to work for WAY MORE hours a day than what you guys are describing but I'm worried about the ONGOING ramifications of turning off my VERY EXPENSIVE XFINITY service which is also flaky at times but at least I have 20 years of experience with them. So far, with Tmobile it's been sketchy...in terms of help and service. It is entirely dependent on WHO you are lucky enough to get connected to. There's little consistency in terms of knowledge and expertise. ALL of my "FEELS" are screaming at me to run away.
I started having issues pretty much when I plugged it in. Support advised that three towers in my area are 'undergoing major updates'- not my problem buddy, it's T-Mobile's job to adequately support the products they sell. I'm moving in a month and it's not available there, so I hoping I can find something more reliable. Recommendations? Woodbury, MN
My internet was working perfectly until Jun 1st and since then is absolutely useless. Once I connect to my VPN at work have problems working in the systems.
I called T mobile multiple times and tried explain to Technical department the issues I am experiencing but I am not able to get thru them.
I was very happy with Gateway for a long time but looks like I need to switch to a new provider. What a shame T mobile….
