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I live in the western suburbs of St. Louis County, Missouri. Since November 21st, we've been experiencing loss of Internet connectivity with the T-Mobile 5G Gateway service at least once per day. M...
Well, it's been almost 2 weeks since I originally posted this topic and there's been some interaction with T-mobile... I called Customer Care on Wednesday, 11/27 to report the problem since it was happening every day at least once, often multiple times.
The support rep was able to look at diagnostics and chronology of the 5G gateway to show that it was rebooting at times that matched up with my firewall logs for loss of service. He asked me why I was rebooting it so often and I explained that those were not from any human action. It was suggested that perhaps my UPS was faulty but I explained that no other devices connected to it suffered from any power loss during these periods. So, we agreed that I would move the power connection for the 5G from UPS to a wall plug to determine if the problem continued and meanwhile he would ship out a new power adapter/cord.
I moved the power plug to wall outlet with no positive yield - the problem continued randomly happening every day after that change. The power adapter/cord finally arrived on 12/4 so I swapped out old for new that afternoon. There was a bunch of lost connections that evening and it settled down afterwards into just randomly at least once per day since.... next step will be to solicit T-mobile to send a replacement 5G gateway...
If you are experiencing similar random losses of the 5G internet service, you may want to contact Customer Support and attempt to leapfrog directly to asking them to replace the 5G gateway to see if this solves your problem... I'll post an update to the saga after next action... good luck!
So, an update....
After 2-weeks of trying the new power cord the problem remained the same (sometimes worse)... the gateway rebooted at least once per day randomly and on some days over 15 times!! I finally called T-Mobile customer care again to continue the process, expecting that they would promptly say "OK, we'll now ship you out a new gateway"... though eventually that became the action, it took 30 minutes to get there.
This new associate asked me "why do you only have one of your WiFi network options active (2.4Ghz / 5Ghz) and I told her that I don't use the gateway for WiFi, only as the Internet gateway connected to my firewall to feed my multiple private networks"... she thought that was the problem and it was a "very unusual setup"... so I had to explain, multiple times, why as an IT professional, their gateway limited network management capabilities was not sufficient for my needs and that's why, just like AT&T and Spectrum before them, I don't use their gateway WiFi.... It was very frustrating but I finally convinced her that this was not an unusual use case and they needed to ship a new gateway... which they did and I received it 24hrs later.
I'm happy to say (knock on wood) that after installing the new gateway on the morning of 12/19/2024, we have had NO losses of service and the gateway hasn't randomly rebooted at any time since!! I pray that this continues to be the case...
