T-mobile 5g home internet forcing to tower with no data issues/changing towers/bands

So i ended up moving and canceling about 5 days before my next bill date ---WATCH OUT T-MOBILE IS STILL TRYING TO CHARGE ME FOR THIS SERVICE AND I HAVE NO WAY TO LOG IN WITHOUT LINKING A T-MOBILE NUMBER MY ACCOUNT IS INACCESABLE TO CHECK MY BILL OR ANYTHING YET I CAN STILL LOG IN TO MAKE THIS COMMENT

This has by far been the worst service i have ever had in my life and T-MOBILE in general is horrible to do business with ---to cancel and return my device i went to the t-mobile store thinking i could do it all at once NOPE i pretty much got yelled at to leave the store that they only sell plans there ---another store employee at least noticed how rude the lady was and talked to me and gave me a phone number to call ---this is insane if you ask me ---keep in mind i got this plan and device through the chat….that offers 0 support and i cant log in and even on the phone they want a phone number that does not exist anymore i wonder how much money t-mobile is stealing from people who have not noticed there being charged after canceling----this company really should not be aloud to do business at all 

I wonder if anyone from T-Mobile actually reads these...they would instantly know that they have a problem that needs to be fixed asap otherwise they are basically cheating their customers.  They should not even be charging customers until the service is satisfactory in line with their promises as well as customer expectations.

5G signal has been in & out off & on 50-60 times a day over in Pace FL. Both the phone & tower for wifi go out. I was rebooting every 5-10 minutes on the phone, but gave up on the wifi. Customer support was sympathetic, but mostly useless 😕 The one good piece of advise, actually very helpful was to just go in & out of airplane mode. It was vastly quicker to reconnect to T-Mobile this way.

Tech support said they were not showing any problems with the tower my phone was connected through. My response, Yeah, right now it's fine, that's how I'm able to talk to you tech superstar Clair! You need to check the tower history not a snapshot. Sprint customers got shafted! T-mobile's sim card was not compatible with my Sprint purchased Galaxy 8 +, forcing me to by another phone that was built for T-Mobile service. I just couldn't get myself to spend over another $1100 for the Samsung I wanted. Paid about $285 cash on the Motorola Ace 5G. No contract no commitment.

 T-Mobile undeniably has the best service price, but customer service is really just lip service now! I am giving them another week to fix this or I'm just going to have to pay someone else for these services that can work. 

Facts: Speed test for T-Mobile on phone & wifi from April through July 180-410mbs download, 12-110mbs upload. These speeds are still consistent when I'm able to connect to service. 

Sorry, I was kinda rambling while waiting for Tower to give me signal again 🥺😉😂🤣

djb14336 wrote:

Cell phones get top priority once utilization reaches a certain threshold.  Don't know what that level is exactly, but home internet packets will get heavily queued when it happens (you can see the jitter factors go through the roof when it kicks in).  If it holds them long enough you risk timeouts depending on the application's tolerance for delayed packets.

 

Thus, the <usual> culprit is the congestion level.  Not necessarily for the wireless, but it can also be on the back haul as well.  A single tower can host multiple bands at the same location, all feeding into the same upstream pipeline.  Which can lead to a massive chokepoint under high utilization.

 

As a result, lately TMO seems to be wrangling with a capacity issue more so than coverage.

Definitely both. They manage to not only get dead spots in rural/semi-rural ears and major highways, but even in the middle of the city they have random spots with bars but no service. Usually those areas your phone is observably switching between LTE/5G and different frequencies, often without being able to do more than slowly load a webpage. Even urban areas near Bellevue headquarters have issues.

@LPD155 Well that sucks to hear the lte gateway didnt help anything. I myself haven't even tried the my 5g device out today because its just to frustrating lol

I have been holding both the primary and secondary connections pretty steady for while not sure if the fan blowing in the bottom helped with that or not either way it doesnt really work during the day-it certainly seems like something t-mobile is doing on there end.

Im pretty sure i read somewhere that this home internet service  is the lowest priority service that is associated with t-mobile -meaning every other small offshoot cell phone brand like metro pcs and us mobile and a whole list of other small carriers get higher priority to the cell towers than t-mobile home internet users-this is outrageous to me-they offer a unlimited unthrottled service yet they make it so you cant actually use it a good portion of the time.

@blue240sx44

So just to update-I purchased a external router and shut off all the wifi on the t-mobile router and just ran the ethernet to the external router and used that for wifi i dont get any of the sent errors anymore that i was getting when using the wifi on the t-mobile router on the statistics section-still no internet during the day

How on earth did you disable the wifi router portion of the gateway? There's no option for that in the web ui…

Edit: Never mind, I’m an idiot LOL

I more or less have the same issue and was also told 4Lte would be better. It was way worse.

I’m looking at ext or booster antenna as well as questioning why I dont have a secondary signal.

Also is there a better tower? 

They are mostly nice to deal with but I feel that we may not be getting the whole story.

Anybody have a hack to fix this?

update-so i really have not hardly been using this maybe every 2 days i check and see if i got any new connections or what band/towers its connecting to. almost always the same b71 with no secondary and basically this connection does not even work to load a webpage 99% of the time

Today i have connected to a new band/tower primary b26 

RSRP-115 dBm

SNR1 dB

RSRQ-14 dB

RSSI-87 dBm

no secondary lol as you can see these numbers are not fantastic and only gets speeds around 3-5 mbps i looked up the tower and its a sprint tower about a half a mile away.

So the odd this is even with this poor connection the web browsing is way more snappy no weird 2-10 seconds after you click on things something happens works like a proper connection ping is also 60-100 rather than 800-10000. i really wonder if this is because its a sprint tower lol

I wonder if you have to connect to primary and secondary bands on the same tower because there is 100% a 3 bar 5g band n71 that is a strong signal than this that this device just refuses to connect to regularly im not sure if its firmware or what but i just cant seem to get a secondary band for more than 1 day a week during the night hours.

i also noticed there is a huge cell phone tower i can see from the road that seems to be newer and less than a half a mile away i cant find it listed anywere to see what carriers are on it im really hoping i can get service through this tower soon.

So i guess its hopeful that i connected to a new tower and it works ok for web browsing and stuff so far cloudflare warp works and  phontonvpn seemed to have no trouble going through this tower not that i tried on the others though as i im just trying them out the last few days.

Well there's one other thing you could try and that is go to a T-Mobile store and talk to a rep about your problem In person. That's your only other option and if this doesn't work out then you should just cancel the service and switch to someone else.

well my second time typing this because t-mobile home internet wont even work good enough to post a responce and this is with primary and secondary connections.

i had read a 20 mins ago about someone unpluging the 5g gateway for 5 mins and there connections came back well i unplugged it and connecting back to a tower i have not been connected to in 10 days or so here are the readings.

Primary Signal b66

Conectado

RSRP-117 dBm

SNR7 dB

RSRQ-14 dB

RSSI-88 dBm

Secondary Signal n71

Conectado

RSRP-109 dBm

SNR4 dB

RSRQ-13 dB

you can see this is a pretty weak connection on the 4g especially.

after not getting this connection for so long and its really the first time i unplugged the device and not just turned it off with the power button im starting to thing it might be heat related or just a batterey or gateways issue possibly im not really sure.

anyways still having very bad connection and pages saying no internet or check dns settings when on this tower right now but at night i get a good connection without many issues when im getting this connection its really strange i do think i need to contact t-mobile 100% honestly i wish it was just able to be through emails with a real tech support engineer. as i dont feel like talking on the phone about this is kind of hard to convey everything when we could each just have a saved email document to go back and check through.

also there are no other options other than satellite or mobile hotspots for internet connection for me i have been using hotspots for internet for at least 5 years. no other mobile internet service offers a home internet solution for my address.

boostmobile was working good up until sprint merged with t-mobile then i lost all data connection basically. my 100gb also 100$ a month hotspot plan that was supposed to be prioritized and high bandwidth i was geting 50-80 mbps consistent then all of a sudden my ip is from t-mobile and not sprint and nothing worked anymore lol this was about  a year ago.

i have talked to boost mobile they say nothing is wrong on there end or with the towers and basically argued with me about there being a problem at all. this is why i dont want to have to call it takes a ton of time as well. i still have a 30$ phone plan and 4gb data or something its still useless will be canceling after like 8 years of service.-the problem is no one seems to have any reliable service around here the only one i haven't been on is at&t and it cost alot to keep trying this stuff out with no luck at all.

not sure if they need a firmware update or i just need a new device i think the battery pack might be a issue in these devices if its trying to charge a fully charged battery all the time its plugged in it seems like it could cause problems and idk the battery thing seems like a ridiculous idea anyways since it doesn't actually work when its unplugged from the wall just seems like something extra to go wrong and generate heat so im thinking its probably a thermal issue or just a defective device now after unplugging it for 5 mins made it connect to something i have not been able to connect to for 10 days. also i do have a fan mounted to it running 24/7 so this did not help the issue.