Home internet modem keeps powering down and restarting

We have had our T-Mobile 5G gateway about 2 weeks.  Today I noticed the spontaneous restart for the first time.  We lost network connection and because that was a common occurrence with our previous provider I didn't pay much attention.  A while later I noticed the uptime was about 2 hours when it should have been several days.   I'll keep an eye on it.

There are problems with the app.  It does not show the uptime as near as I can tell.  But if you load the IP address of the gateway in a web browser you can get that information.  Uptime displayed in the app would be helpful.  It would also be nice for the gateway to log events like restarts and other messages then show the log entries in the app.

We'll see how this goes.  Hopefully the event today was an exception and not an indication of things to come. 

Separating modem and my wifi did not help. Returning unit before test drive up.

Topic states solved but I see no solution?  So, I was having the same issue, gateway rebooting on it's own randomly a few times a day.  Saw another topic and tried this.

If this is happening to you, do you have 2 or more WIFI networks setup?  I did, and here's what I did.

First one, was TMOBILE-GUEST and the second was TMOBILE-MAIN.

BOTH were setup as Freq Band as Automatic.

Fix was, I changed the GUEST to be 2.4 GHz and MAIN to 5 GHz.

Important things, like my work laptop and TV’s use MAIN and my kids/phones/computers use GUEST.

Not sure if some type if conflict was going on, but since doing this, I have had no problems with rebooting or loosing any connections.

Yes, I have always adjusted the channels used for both bands on my TP-Link router as auto threshold to change channels must be pretty high letting it sit in fairly congested channels. I moved them away from T-Mobile modem/router I determined from an app on my phones/tablets and turned off one band as well. Of course, cannot access wifi band channel settings in T-Mobile modem/router. I moved the T-MObile device back across the room at least 12' from all electronics. Once it started rebooting issue it did not seem to matter much.

 Hi my name is Scooter 2014

they've had a lot of troubles with the software on the newest unit it may need to be updated I would call 611 which is the hotline to get a hold of T-Mobile technical home internet cell phone SIM cards whatever kind of problems you're having they can get you the right department just think about it before you call but automated system ask for home internet if that's the problem you're having with rebooting it sounds like that's more likely just change out the unit and hopefully get one that's got the newer software in it the newer unit is called the Arcadia I think I said that right something close to that but they'll know on the phone they've had lots of troubles with the software problem it may be solved but sounds like it's not

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?

It's NOT the gateway, the power supply, lack of a fan, or any of the other bad advice being given.  TMHI has a systemwide issue that started 2 days ago and support does NOT recognize that there is a problem.  Read here and on reddit and you will see that users are trying to get TMO to fix this.

I am using T-Mobile home internet from almost an year. From past week I am seeing frequent restart of Router causing interruptions in my work. Called CC and visited near by T-Mobile store and change the router. New router worked fine for couple of hours and then re-started again and this is continuing whole day for every couple of minutes. I need to visit the store again to see if they can fix the issue. Lot of inconvenience due to frequent disconnects.

I've recently been having these issues as well & only had the black box for a month. I'm going to attempt to return it & get a new one. Hopefully I can & actually have it work properly. I've been pretty displeased with the quality of the box & service on the box so far.

Experiencing the same issue with random cut off and powering back up. I have the ark kvd21 black. Every other hour. Very inconvenient

I just traded the Nok 5g21 gray in for this but had less problems from the gray.

I have had my home Internet maybe 3 weeks. Was good was fine. Now it's a freaking nightmare.

I cannot even listen to a song online because it will reboot itself before the song can finish.

So what is that every 3 minutes or so.

I plan on immediately returning it but it started the night before Easter. No where to go no one to call.

This is worse Internet experience of my life and I had dial up. Thanks T-Mumble 

And they are trying to charge me more for some reason.

Bye losers.