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Home 5G Gateway Internet Reliability
I live in the western suburbs of St. Louis County, Missouri. Since November 21st, we've been experiencing loss of Internet connectivity with the T-Mobile 5G Gateway service at least once per day. Most often, it's just a quick "bump" that lasts maybe a few minutes but today (November 25) it was down for multiple hours and then has dropped a few times as the morning has progressed...
Since installing the service earlier this year, it's mostly been problem free - just the occasional loss of service for a few minutes here and there.
Anybody else in the area experiencing similar reliability issues?
We live in West County and we,too, have only recently begun to experience increasing frequent stoppages with our internet connectivity. It goes down several times a day, and then comes back after a few minutes . It seems to be getting progressively worse. We have followed instructions for gateway placement and have moved it around a number of times seeking better connectivity but have never had it connect better than "good"
This is a real problem.
suggestions from folks who have knowledge with this kind of stuff will be appreciated.
Also in St Louis county and have been experiencing the same issues. The service is becoming increasingly unreliable, especially in the last few weeks. I have had the service for several months and it had been mostly ok, but right now it is not dependable. Also don't believe it is a signal/placement issue with the gateway as it hasn't been moved and it works fine when it isn't disconnected.
This is also something I've been experiencing since switching to T-mobile but I'm in Buffalo NY. Switched mid-Nov. I'm pretty patience with IT stuff but even I'm getting frustrated. My sign. other would of had us switched back to Spectrum already and I really don't want to.
We use to be able to check on the Spectrum app or website to see if there were any outages and wondering if there is something similar for T-mobile internet. 😑 It would be GREAT if someone from T-mobile gives us some feedback.
Well, it's been almost 2 weeks since I originally posted this topic and there's been some interaction with T-mobile... I called Customer Care on Wednesday, 11/27 to report the problem since it was happening every day at least once, often multiple times.
The support rep was able to look at diagnostics and chronology of the 5G gateway to show that it was rebooting at times that matched up with my firewall logs for loss of service. He asked me why I was rebooting it so often and I explained that those were not from any human action. It was suggested that perhaps my UPS was faulty but I explained that no other devices connected to it suffered from any power loss during these periods. So, we agreed that I would move the power connection for the 5G from UPS to a wall plug to determine if the problem continued and meanwhile he would ship out a new power adapter/cord.
I moved the power plug to wall outlet with no positive yield - the problem continued randomly happening every day after that change. The power adapter/cord finally arrived on 12/4 so I swapped out old for new that afternoon. There was a bunch of lost connections that evening and it settled down afterwards into just randomly at least once per day since.... next step will be to solicit T-mobile to send a replacement 5G gateway...
If you are experiencing similar random losses of the 5G internet service, you may want to contact Customer Support and attempt to leapfrog directly to asking them to replace the 5G gateway to see if this solves your problem... I'll post an update to the saga after next action... good luck!
So, an update....
After 2-weeks of trying the new power cord the problem remained the same (sometimes worse)... the gateway rebooted at least once per day randomly and on some days over 15 times!! I finally called T-Mobile customer care again to continue the process, expecting that they would promptly say "OK, we'll now ship you out a new gateway"... though eventually that became the action, it took 30 minutes to get there.
This new associate asked me "why do you only have one of your WiFi network options active (2.4Ghz / 5Ghz) and I told her that I don't use the gateway for WiFi, only as the Internet gateway connected to my firewall to feed my multiple private networks"... she thought that was the problem and it was a "very unusual setup"... so I had to explain, multiple times, why as an IT professional, their gateway limited network management capabilities was not sufficient for my needs and that's why, just like AT&T and Spectrum before them, I don't use their gateway WiFi.... It was very frustrating but I finally convinced her that this was not an unusual use case and they needed to ship a new gateway... which they did and I received it 24hrs later.
I'm happy to say (knock on wood) that after installing the new gateway on the morning of 12/19/2024, we have had NO losses of service and the gateway hasn't randomly rebooted at any time since!! I pray that this continues to be the case...
Live in eastern lake county Florida and have had tower problems for two months they keep making fixes that don’t last list of empty promised not customer service fault but service needs to be honest about whether they can fix it or not so we can explore other options
Same here. Been with T-Mobile for probably 9 months. No issues. Suddenly, mid November, consistently half a dozen or so reboots a day. Sometimes many many more. On my third modem and second power cord now. Sad to see T-Mobile not addressing this issue...
I said in another thread, I wonder if they introduced these issues with their new "revamped" home internet tiers...
