Home Internet - Frequent Disconnects - Possible Fix

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. 

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. 

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. 😊

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.

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?

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

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

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.