T-Mobile home internet unstable with online meetings

Hmm, that is quite some time to have upgrades going on, but there are some cases where updates can take longer than we originally plan. If you haven't already, you can file a Trouble Ticket with our Tech Care team to have engineers check our your area to see if that's still the case. Or, they can give you updates on your existing ticket if you filed one before. 

I have to video conference for work, zoom/teams/go to meeting, and we use Zoom as our VoIP program and I am constantly having people tell me I cut out or froze. It is intermittent but very frustrating! I have tried talking to support and was told the tower is down in my area. Is is down forever because this has been happening for 7 months. I am at a loss for what to do as no other provider but satellite is available in my area, not even Star Link. A solution would be wonderful. 

Just as a note ... after  using T-Mobile Home Internet for +1 year, I have 'just' started to experience issues with Zoom.  Ironically, this has started just after last week's 'upgrade'.

Since Dec 2022, I haven't had any issues with zoom / vpn, etc.

Speed was 'OK' (disconnected from VPN ~= 350-500Mbps/40Mbps)

Last week, backhaul must have been updated, and is now hitting 800-950Mbps.

Oddly, Zoom calls now 'drop' , and VPN freezes.for ~15seconds every few minutes.

I can switch my wifi back to Spectrum, (100/10Mbps) and the issue disappears.

We switched to T-Mobile home internet two weeks ago, and this is happening to me also. I work from home and am in meetings all day and frequently do presentations, so this is not fun at all. Video and audio both freeze up (audio more frequently) and I sometimes have meetings drop - both Zoom and Teams. I've had to resort to using my wi-fi hotspot on my phone for meetings, which defeats the entire purpose of home internet.

This is happening to me too, no issues with streaming just video meetings through work. I have been on multiple calls with the T-mobile tech team and they are useless just make me reboot/reset over and over again.  I tried plugging it into my old router, and now I have it plugged directly into my docking station.  Its working a little better, as it doesn't freeze as soon, but still does after a few minutes. I do have the G4SE, so should I contact them to replace it?  I am one more frozen meeting away from cancelling and begrudgingly going back to spectrum as they are my only other option and I never had these issues with them.  

tmo_mike_c wrote:

Hmm, that is quite some time to have upgrades going on, but there are some cases where updates can take longer than we originally plan. If you haven't already, you can file a Trouble Ticket with our Tech Care team to have engineers check our your area to see if that's still the case. Or, they can give you updates on your existing ticket if you filed one before. 

I called to have a trouble ticket created and was told I already had one in place from a previous call. Ticket number 36448520

In rural areas T-Mobile is dependent on their limited low-band spectrum for long-range service. This may provide adequate download capability (e.g. video streaming, i.e. Netflix) but very limited upload capability. Video conferencing, like Zoom, Jitsi, Skype, etc. require both download and upload speeds.

If you live in a covered area, you might want to look into StarLink.

formercanuck wrote:

Just as a note ... after  using T-Mobile Home Internet for +1 year, I have 'just' started to experience issues with Zoom.  Ironically, this has started just after last week's 'upgrade'.

Since Dec 2022, I haven't had any issues with zoom / vpn, etc.

Speed was 'OK' (disconnected from VPN ~= 350-500Mbps/40Mbps)

Last week, backhaul must have been updated, and is now hitting 800-950Mbps.

Oddly, Zoom calls now 'drop' , and VPN freezes.for ~15seconds every few minutes.

I can switch my wifi back to Spectrum, (100/10Mbps) and the issue disappears.

 

I have the same issues with VPN and Zoom calls freezing up.  I'm a new customer and hope that it is fixed soon.

jb_usa wrote:

formercanuck wrote:

Just as a note ... after  using T-Mobile Home Internet for +1 year, I have 'just' started to experience issues with Zoom.  Ironically, this has started just after last week's 'upgrade'.

Since Dec 2022, I haven't had any issues with zoom / vpn, etc.

Speed was 'OK' (disconnected from VPN ~= 350-500Mbps/40Mbps)

Last week, backhaul must have been updated, and is now hitting 800-950Mbps.

Oddly, Zoom calls now 'drop' , and VPN freezes.for ~15seconds every few minutes.

I can switch my wifi back to Spectrum, (100/10Mbps) and the issue disappears.

 

I have the same issues with VPN and Zoom calls freezing up.  I'm a new customer and hope that it is fixed soon.

Same issues here with Teams calls and Zoom calls. All is good, and then I lose audio and then the call often drops, generally after 20-30 minutes into the call. Pings to google.com or 4.2.2.2 are maintained throughout and never drop, even 1400 byte pings. It is strange. I am consistently getting 300-400 Mbps down/20-30 Mbps up. Really hope we can get a resolution to this one soon.

There's an issue with the G4SE (not G4AR) gateway and its last patch on October 2

If you have a G4SE (back of the gateway), get T-Mobile to replace it.  I received my 2nd replacement last night (both G4AR).   The first one was effectively DOA,  LTE CQI was 0.  Signal showed as 'very good', however, and no 5G at all (basically no connection)

2nd one appears to work.  Will be testing with VPN / Zoom today.

BTW, when you do get a replacement gateway, it defaults to 2.5GHz/5GHz Wifi.  I have found that especially with G4AR, speed is slower with the default.  5GHz doubles the performance.

Eg.  ~170Mbps with default, ~600Mbps with 5GHz only.