5G home internet keeps dropping

Mark H wrote:

I guess I should have searched for customer comment on this before wasting weeks with T-Mobile tech support and having them ship me a replacement which did the same thing. I have the same issue… good cellular signal to a nearby 4G/5G tower, but the ROUTER inside the Gateway just quits connecting any devices to the Internet (whether the devices are Ethernet or WiFi). The "tech experts" all seem to be overseas working from farmhouses (I heard a rooster crowing the day for a long time during the call) and really have no technical expertise at all. They have a script that they run no matter what. They start with, “They are working on the tower.” But when I say, “OK, if there is a temporary outage when they work on the tower, wouldn’t the device automatically reconnect after they are done?,” it’s a hard question “off the script” and they have no answer, which means they really don’t know the technology at all, so they just pivot to some other nonsense.

I asked if there was an engineer who could look at the operating system and logs of the Home Gateway I have to see what is failing and when. No. Customers cannot talk to engineers.

They told me I could suspend the service and not be charged for it and then try later in a few months after tower work (which is not going to fix a damn thing).

It blows me away that SO MANY CUSTOMERS are clearly experiencing the same problem and T-Mobile just deploys human robots who pretend the problem is mine and ignore the systemic nature of the problem.

So I guess I will have to write to T-Mobile corporate... and the FCC… and my Congressional representatives about this. There is NO WAY that T-Mobile should get ONE DIME of the new infrastructure money when it is clear they have a DEFECTIVE product/service and repeatedly demonstrate they just don't care as long as they get their money. They need to DOMESTICATE their Home Internet tech support and staff it with competent experts, not script-reading robots based overseas you can barely understand.

 

First have you ever been on other forums? Verizon. Comcast same post so this is not just TM.

Bars mean nothing what matters is the signal quality.

Phone app is a bit limited go to 192.168.12.1 on your computer web browser.

First page expand Primary and secondary internet connection signal all that info is needed screen shot ok too.

Then on the left click Status and again expand Primary and secondary cellular network again all that data or screenshot.

Again need 

RSRP

SNR

RSRQ

RSSI

For both primary and secondary.

And Band for both.

With this info we can help you.

RSRP the lower the number the better.

SNR higher is better on this one.

RSRQ lower is better.

RSSI lower is better.

This is not really a take out of box plug in and put it anywhere and it works for everyone. Example does your cell phone work the same in every spot/everywhere? No it does not some spots are better some are worse some are terrible. So like any radio device you have to find a good spot. It may take you some work to find the right spot if that's not your game maybe this is not for you. I am just trying to help you so you can find a good spot and then you get good speeds. I now get at least 650 down most of the time 150 up I pay 1/3 of the price I paid Comcast I also have not data cap. As I said in another post last month I did some moving of pictures to cloud storage used over 2TB of data if I was with Comcast that would have put me over my data cap and cost me an additional $200. So for me it was worth investing some time to find out what I needed to know to get it working well.

But yes this is not like say cable that has yes a cable so it works (well most of the time with Comcast)  it uses a wireless signal and you have to find a good spot to receive that signal.

Again think of it like your cell phone it does not work perfect in every single spot everywhere.

I am just trying to help you out if that’s what you are interested in.