Home Internet - Frequent Disconnects - Possible Fix

Same problem as many others says connected with no internet. Almost every other day recently. Believe T-mobile is throttling like every other provider. Only trying to make more money off us. 

Having same issues. Customer service on the phone are great when talking on the phone but seems like tear 2 dept, who supposed to know what they are doing are clueless. I  actually had to walk them through on trouble shooting techniques.

Currently I am on a 3rd T-Mobile router. Had the first garbage can (T-Mobile rep called it) Nokia one which worked awesomely for 2 months and starting the disconnection problem daily at the same time 11pm. When I called customer service in July they told me that its do to upgrade on towers and advised me to get a new Arcadian modem which they sent over.

That one worked up until mid October, then same thing started to happen. I was ok resetting it daily but about a week ago it started that once a day reset is not enough., 3-4-5 times did the trick.

This 11/27 morning it started at 6 am I got notified that internet was down since 5:55 am, I reset it nothing happened, did it 3-4 times then decided to call customer service. 27 min later got a answer that I need to go to my local corp store and get a replacement.

Did that this after noon., as soon as I plugged it in, it showed 4 bars of 5G. 15 min later and 4 bars of 5G, - no internet on new modem. So the problem continues,

Also with my iPhone 14 pro max when switching off wifi on 5G uc there is also no internet. Had to switch off 5g to LTE and finally at least have internet on the phone.

I am about throw a book on T-Mobile and go back to comcast. I will give it a week do to tech workers had the Thanksgiving off probably and had no time to fix the towers, if it does not get fixed by next Friday that will be my last day with T-Mobile home internet. 

The service rep called me back this morning and said, well the service is just not good in that area. You can cancel if you want, but we are doing some upgrades in 2023. What! I've had perfect service for almost 2 years AND they just upgraded my tower to 5g! What is wrong with these people?!

I would gladly move my account elsewhere, but live in a rural area where this is the only option. I'll be contacting the FCC, the BBB and T-Mobile's CEO. 

I actually contacted Mike Siever, the CEO AND he actually responded back. He had a member of his team look into it and call me back. She said that the towers are overloaded. I told her when I signed up they were only letting a certain number of people on each tower so that didn't happen. She said, well everything was working so well we let more people on and now we have problems. Ya think?!

I'm really unhappy with them right now. IF I can even believe what she told me. I've been told so many things by this company that I can't even trust them right now. This is no way to run a company! ¡Ohh!

As I read through these replies, I think mrsmoose summed it up best. T-Mobile has vastly oversold their home internet plan. They simply don't have the hardware in place to handle the number of customers. What I have noticed over the past 4 months is study slowing of speed during certain time periods. I started out with over 200Mbps most of the time. 4 bars always, never changes. If you run speed tests a lot, you'll notice what is happening. Over the last 3 weeks I get between 3 & 6 Mbps on a bad day, but still have a 4 bar connection. Showing the problem is on their end, not mine. I still get great speeds, but not as often & it's getting worse. I believe phones get network priority, which means they do not have the capacity to handle your internet requests. So, it's like they put you on hold until they can handle your request.  I think most of the folks with this problem are not being disconnected, but simply waiting their turn for bandwidth. Until TMO beefs up their hardware, you will have to switch or live with it. BC they are not going to quite over selling the service.

5G home gateway - worked fine for four months - now its multiple reboots a day.  Problem is also impacting an  appleand android phone (showing 4 bars 5G and 5GUC).  Its not the device!  When it works I have seen 400mbit/s downloads but it randomly dies (and phone data also dies).  Tier2 has been worthless.  Multiple tickets, promises of call backs, countless hours wasted.

Everyone should file a complaint with the FCC https://consumercomplaints.fcc.gov/hc/en-us

This is what I found:  (don’t know if it’s accurate or complete?)

Older:  Nokia 5G21 (gray)
Current:  Arcadyan KVD21 (black)
Newest:  Sagemcomm FAST 5688W (black)

My KVD21 is not overheating.  My devices rarely disconnect from the gateway.  A few weeks ago, I started frequently losing Internet access, even though they are still connected.  Sometimes it will repair on it's own.  Often I have to reboot the gateway to restore Internet access. Sometimes several times a day.  It feels like a software problem on the gateway.  Maybe with DNS not working?

I almost always have 4 bars on the signal strength, occasionally 3 or 5, but 4 is pretty consistent.

new 5g user here. kvd21 modem. less than a week and it’s gone down requiring a power restart. signal is good normally. house was 55 degrees so i doubt it overheated. on power cycle it got good signal again. so i think this is likely a software issue on t-mobile’s part. absolutely amazing this problem has been happening for over a year and they haven’t done anything about it. i think i can guess who is going to win the 5g internet race… verizon. and it’s cheaper if you have a phone line.

but it does appear they have disabled all router settings from the router gui. checked on both wifi and ethernet with no ability to change a thing. just able to visualize connection status, quality, and gateway. also unable to connect to the router through the mobile app. so great of them to make changes that hinder customers while ignoring the ones that need to be done to provide the service promised. i’m glad i’m still within their 15 day return period. 

I have spent countless hours over the last week calling Hulu to reset my zip to the rapidly changing ip addresses. Been having constantly dropping internet speeds, and no service at all. Constantly rebooting, and at least 15 x in the last 2 weeks we were down for 5 hours plus. Modem is not hot at all. It's been moved all over the house, reset, again and again. No "fix" lasts. I got this service 9 months ago, had about a week worth of problems, then just a few outages. The last 5 weeks have HORRIBLE. Now we have the rapid changing ip addresses problems too. This also disrupts log ins on my iPhones & iPad, the websites, especially bill paying ones think that my connection is being high jacked.  Then I get kicked out, and in some I have had to change passwords just to access them again. This 100% untenable.  I have heard that Xfinity has far fewer problems, and sets you up with a static ip, so you don't get constant error screens from streaming services. We'll see. 

Same problem. For the last approximately 3 weeks the connection drops several times a day. Sometimes it will come back in its own, sometimes we have to reboot. The first customer service rep said It was the gateway (Nokia Trashcan) and replaced it with the Sagecom. Still the same problem. My mother lives next to us and is having the same problem with hers so the problem shouldn't be the gateways. Surely they know this is a problem as I see tons of complaints about this. The rep I spoke with on Friday had no clue what could be wrong and opened a ticket. BTW I have found the tech support is AWFUL. No one knows how to fix anything. They promise to call you back, but rarely do. We need to have reliable internet, not something that disconnects several times a day! Has anyone been able to find what is causing this?