Home internet modem keeps powering down and restarting

I’ve had mine less than two weeks and keeps shutting off and powering up. 

Same for us. Sagfast gateway worked great for one week, then restarted constantly. I had T-Mobile send me a replacement. Two days with that and so far so good, but I am concerend.

The power adapter is not the problem in my case. I'm using the power adapter from the gateway that I return which restarted all the time. And the replacement gateway of mine is not restarting (YET).

Well, I guess time will tell. It sounds like it could have been the gateway itself. I would hope they are recording the serial numbers of such failures to determine if it was a manufacturing run or just a possible one off issue. There have been a number of reports of this nature which makes me think it may have been a possible batch of components in a build run. I suppose the might just ignore it and continue replacing on failure. A common industry practice. 

Same here. Been through 5 towers in two months. Units keep powering off, rebooting. They say I should have full service at my address. Been having the problem since I started T-mobile internet Sept 10th. Was sent the Gray Tower. Needed a replacement by the 15th. Was sent another Gray Tower. Worked for about two weeks. Was sent another Gray Tower, after being down for a week with no Wi-if, got a couple of days out of that one. Went into the store and they gave me black tower replacement, but set up a new number costing me $45. They said  "yea, nothing but problems with those Gray ones."  
 

Went home hopeful but couldn't even get that black one to stay on for more than a few minutes without it rebooting "powering up". Went back to store and they powered it up and it did the same rebooting for them. They said I had to wait for a warranty replacement". So another week without Wi-fi.
 

Picked it up last night, again hopeful. This one keeps powering off and reset back to original wi-fi name, even tho I have successfully changed it and hooked to it with a personal wi-fi name, and then I am locked out and have to reset to factory settings, and it still "powers up" reboots every minute or two.

So after hours of customer support and driving to the store and trying to have staff get me a working unit….I GIVE UP!!!

MzBell wrote:

Same here. Been through 5 towers in two months. Units keep powering off, rebooting. They say I should have full service at my address. Been having the problem since I started T-mobile internet Sept 10th. Was sent the Gray Tower. Needed a replacement by the 15th. Was sent another Gray Tower. Worked for about two weeks. Was sent another Gray Tower, after being down for a week with no Wi-if, got a couple of days out of that one. Went into the store and they gave me black tower replacement, but set up a new number costing me $45. They said  "yea, nothing but problems with those Gray ones."  
 

Went home hopeful but couldn't even get that black one to stay on for more than a few minutes without it rebooting "powering up". Went back to store and they powered it up and it did the same rebooting for them. They said I had to wait for a warranty replacement". So another week without Wi-fi.
 

Picked it up last night, again hopeful. This one keeps powering off and reset back to original wi-fi name, even tho I have successfully changed it and hooked to it with a personal wi-fi name, and then I am locked out and have to reset to factory settings, and it still "powers up" reboots every minute or two.

So after hours of customer support and driving to the store and trying to have staff get me a working unit….I GIVE UP!!! And by the way, I am in Oregon, so this isn't a reigonal issue

This situation is so sad. When the gateway works, it's great, but when it doesn't work it can be very frustrating. My experience with support is that they don't know how to fix these problems. They will say things like there's maintenance being done on the tower, even though that is not the problem. The last time I spoke with support I was sent to second level support. That person did know stuff, and he admitted that there's a problem with the SagFast gateways. They don't know if it's a bad batch, or something else. They are not reviewing the returned gateways, but the are keeping track of the returns.

Well I went back to the store to return my 5th unit and since I have been there 5 times in the last week 3 of the 5 workers knew of my horrible experience and related it to the manager on site  that I have been extreme kind and patient when I have come in. He decided that if they have to open up and test every box in inventory, that I was not going to leave without a proven working unit. And guess what, I DID!!!! It has been hooked up at home running Only 2 ½ hours  (beating 3 of it's predecessors). I hope you are still up and running as well.

I have to say, the staff does their best and are friendly and helpful and provide a great customer service experience, I am sure they are hoping these equipment issues get resolved as well. They don't make the units. 

MzBell wrote:

Well I went back to the store to return my 5th unit and since I have been there 5 times in the last week 3 of the 5 workers knew of my horrible experience and related it to the manager on site  that I have been extreme kind and patient when I have come in. He decided that if they have to open up and test every box in inventory, that I was not going to leave without a proven working unit. And guess what, I DID!!!! It has been hooked up at home running Only 2 ½ hours  (beating 3 of it's predecessors). I hope you are still up and running as well.

I have to say, the staff does their best and are friendly and helpful and provide a great customer service experience, I am sure they are hoping these equipment issues get resolved as well. They don't make the units. 

17 Days Later.. How is his working out?  I am willing to sit at the store and find a good unit if I have a reason to believe there is actually a bad batch and then there are "better ones."  ¡Gracias!

Kpeacock wrote:

So, we had the Tmobile modem(the 5g tower... black box) for a few weeks now... worked great at first but now it continues  to shut down every few minutes and restart. If it does it long enough I have to completely redo the setup on the app. Has anyone ever had this happen?

I took mine in to the store and they gave me a new SIM card and it fixed the problem