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

JamesR
Transmission Trainee
Hace 5 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.
anonymousjackal
Newbie Caller
Hace 5 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!
anonymousjackal
Newbie Caller
Hace 5 meses
I'm having a similar issue right now - the router seems to lose connectivity multiple times throughout the day even while my T-Mobile cellphone signal is still fine, so I'm willing to bet something's up with the gateway. Also worth noting: everything was working fine since March of 2023 - the issues only started cropping up about a month or two ago (May / June 2024), so the overheating theory is quite plausible. I'm going to buy myself a cooling fan for the gateway and see if that addresses the problem.
Mark_Slaven
Network Novice
Hace 9 meses
Called customer support. Apparently T-Mobile is doing massive upgrades in my area to improve my service. The unfortunate thing is that this massive update to improve service was customer impacting and done without any prior notice or expectation setting of outage duration. Wonder if business customers get heads up. Good thing I haven't completed my switch from Comcast yet.
Mark_Slaven
Network Novice
Hace 9 meses
Mark_Slaven
Network Novice
Hace 9 meses
Internet is awful today. Rebooted gateway and no improvement.
switched back to comcast and back to normal.
what’s up?
Robert7303
Network Novice
Hace 9 meses
Greetings- I am new to the thread but thought I would share a tip that seems to be working for me. No change in my plan were required.
I have tried many of the things listed in this thread but recently I was on a trouble shooting call with a tech support person who was very helpful. #1. I had 2 issues. I could not access my work VPN with the system after 1 month of use. 2) frequent dropouts on streaming services using Amazon video and music.
The tech found the TM router I had had documented issues with some VPN's and no workaround or firmware was available yet. First he wanted to test by creating another network SSID (you can do multiple) and dedicate it to 2.4G instead of 5g. We did that and there was no change. At that point he set it up where I could get a new router/series and I proceeded to a store and made the exchange. After exchanging the router, I was able to access my work VPN on both 5 and 2.4G. Problem #1 solved.
Problem #2: Before trying the new router, I tested the 2.4 option for streaming and it was worse- and still dropped. I think there was more to it than just the speed. After swapping the new router and testing 5G streaming, it still dropped. Then switching to 2.4G seemed to work much better with no compromise in speed or access. It very well could have been the hardware/software of the old unit, but knowing I can have a dedicated 2.4 certainly helped and also help with other home devices that work better with 2.4 (switches/timers, etc)
So - the 2.4G is a nice troubleshooting option and it’s easy to do it through the T-Mobile app on your phone.
KayDav
Network Novice
Hace 2 años
I just tried this hack and my connection problems stopped immediately. Great tip!
Theolight
Newbie Caller
Hace 2 años
I am having the same issues, only worse. Multiple disconnects hourly. Numerous reboots do nothing. Tech support ok but no fix. 4 bars all the time. Great, flawless service for 11 months with absolutely no issues. Then, BBOM! I even sent a letter to corporate HQ and did receive an email response from a Sr. Specialist Team CEO, Baby Trindle. Told her my saga, via email and telephone conversations. They had me throttle down my devices to 2.4. No luck. They sent me a new Gateway, no luck. I am at a loss as what to do. I am reluctant to change service providers but just as reluctant to switch my cellular plan to T-Mobile now. I sent this thread to Trindle and received a polite email requesting another telephone conversation. Pretty much already been there, done that. Tired of reconnecting my devices. Not gamers, 1 TV, a couple cameras, phones and laptops, all never running at the same time.
At a loss.
We have Optimum in WV $29/month, no issues. Wish we could get in here in FL.
Underclocked
Newbie Caller
Hace 2 años
kvd21 gateway- usually 5 bars signal strength - excellent. Gateway is only very slightly warm to touch on the top. Reboots about 6 times per day, everyday. It is an issue that is T-Mobile's fault - I'm sure of that whether it is software or hardware.