Home Internet - Frequent Disconnects - Possible Fix

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 

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.

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!

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

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. 

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. 

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?

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!

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.

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.