I might have found the problem that was causing frequent disconnects (happened multiple times a day) for the last couple of weeks. The disconnect would require a reboot to get the internet working again. I'm hoping that others having this issue would be willing to give this a try and see if it helps with their issue as well. A Fan! I believe that my issue is that my gateway is overheating. After placing a fan blowing directly on it this morning, I haven't had a single issue with connectivity all day. If you're having this same problem, please trying cooling off your gateway and report back whether your issues have gone away or stayed the same. I hope this finds everyone with this problem and will lead to a proper 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.

Internet residencial - Frequent Disconnects - Possible Fix

DoodleBob
Roaming Rookie
Hace 3 años
mrsmoose wrote:

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!

Wowwww!!!! So Mike Sievert spilled the beans ay! TOWERS OVERLOADED
anonymousjackal
Newbie Caller
Hace 6 meses
Following up on my last message with some good news - I've had a fan running at the device over the last 24 hrs and the device hasn't restarted once since then, so the cooling fix seems to have worked for us. We had a desk fan initially going at it, but I ended up getting this fan on Amazon overnighted to my house because it occupies less desk space (the 5G gateway / router sits perfectly on top) and is much quieter: https://amazon.com/dp/B07R659J8Z.
Thanks for sharing your fix @JamesR!
JamesR
Transmission Trainee
Hace 6 meses
anonymousjackal wrote:

Following up on my last message with some good news - I've had a fan running at the device over the last 24 hrs and the device hasn't restarted once since then, so the cooling fix seems to have worked for us. We had a desk fan initially going at it, but I ended up getting this fan on Amazon overnighted to my house because it occupies less desk space (the 5G gateway / router sits perfectly on top) and is much quieter: https://amazon.com/dp/B07R659J8Z.

Thanks for sharing your fix @JamesR!

I ended up with a fan just like that, but has a speed control, and then I 3D printed a piece that fits over the fan and holds the gateway on top.

Glad you were able to fix your problem.
HoHoHo5
Roaming Rookie
Hace 3 años
I am planning to swap out the Sagecom 5g gateway with the Nokia 5g gateway. I am going to try this first to see if this will fix the problem.
Anyway, I never noticed the Sagecom gateway becoming too hot though.
Catman
Transmission Trainee
Hace 3 años
JamesR wrote:

I might have found the problem that was causing frequent disconnects (happened multiple times a day) for the last couple of weeks. The disconnect would require a reboot to get the internet working again.

I’m hoping that others having this issue would be willing to give this a try and see if it helps with their issue as well.

A Fan! I believe that my issue is that my gateway is overheating. After placing a fan blowing directly on it this morning, I haven't had a single issue with connectivity all day.

If you’re having this same problem, please trying cooling off your gateway and report back whether your issues have gone away or stayed the same.

I hope this finds everyone with this problem and will lead to a proper fix.

HHaving same issue thought it might have been because we're in a mobile home so I took it outside and rebooted it it didn't matter so I brought it inside after reading some reports on this forum and set it down over top of my air conditioner vent after it cooled down I started it up and it was fine so I've had it in front of a fan until I shut off a couple of times in the last few days
Catman
Transmission Trainee
Hace 3 años
So we decided to get to T-Mobile phone lines instead of Metro well I was on the phone with the agent setting up the phones I found out that the gateway round Gray device made by Nokia is an old and cheaper model than the newer ones that is black and square he told me that they had issues with the gray one and I should contact technical support and get a different device again get the newer model
SNAKEBITE
Network Novice
Hace 3 años
I also have had lots of issues with the gray gateway. I had to take it to a TMO store to have them help get it to work. The employee finally put in a new sim card to get it working. I was there 2 hours. After many issues with this unit TMO sent another. I ended up taking sim card out of newer and putting it in my older gaterway to have wifi. Still having issues. I tried to return the 2nd gateway at a TMO store only to be told, "since you bought it online, you have to deal with online." I just sent back the gateway so TMO can send me the newer black model and not charge me $350. I was told there are 2 black models. How do I know which is newest?
SNAKEBITE
Network Novice
Hace 3 años
Thanks for replying. My son is flying in to visit Thursday and I will have him make sure everything is set up right. My grandson is on the spectrum/Asperger's and sports is his life. I put over $1000 into a new antenna and rotor for OTA. Also set up the newer coax. We live in the country, about 50 miles north of Detroit. Some OTA towers are closer. We are limited to wifi access. I went with TMO hoping it would work and price was good. I have been reading and watching you-tube videos. I find sites saying some units work better for some customers. I am hoping we can resolve the issues soon. My gateway always has 2 bars when working. Never more. Sometimes a yellow circle with X in center. If my son can't get it to work good, I will try a diff. unit. Once again, I thank you for answering me. 😊
trevorstuart24
Newbie Caller
Hace 3 años
If you have any other choice besides xfinity I recommend trying them first. On the horrible isp ranking xfinity takes the top spot. I've spent days of my life on the phone with xfinity.
Brynncessa
Transmission Trainee
Hace 3 años
Yikes! Is there any isp that actually lives up to the sale pitch? I had to call Hulu eight x yesterday to reset my location. The tech said everyone of them are very familiar with this problem, and have seen a huge jump in calls over the last 2 weeks. She said that they all write reports and escalate them to their engineers, who are supposed to be working with T-MOBILE engineers to get a lasting solution to this problem. One of the reasons I was thinking about Xfinity is that they just did an outside plant fiber upgrade in my 45 year old neighborhood. The old Centurylink copper cable telephone lines, while they managed to provide okay DSL, absolutely could not handle streaming tv. It was horrible! That's when I went with TM. Was very good for about 5 months, but a nightmare since. They really need to get this solved, because these constant outages & ip addresses rapidly changing is an untenable situation for me. Alarm systems go down, I get shut out of websites trying to pay my bills, etc, etc. Would appreciate some communication from them at least acknowledging this problem!