Terrible internet service with no support.

Gtarewood wrote:

Ohhhh man, I have been dealing with bad internet service since I got the Gateway over a year ago. There's no local service to assist with this service or lack of. I've called to troubleshoot easily 15 times with multiple answers from the Philippines to assist me with outages or tower work here in Washington state. It's aways the same issue and answer: "Tower work in your area" If that's true, they don't bother to inform the paying customer that: Hey, we're going to work on a tower that will have a profound affect on you business you run from home… 

When I got the unit I was getting 230 mbps download and now it's been reduced to 4.50 mbps download. They have no answers because T-Mobile is focused on gaining customers and sourcing out issues to people that cannot help. 

How they provide a local service with no local assistance is beyond me. The fact that I'm still here is even more beyond me. 

Why I'm venting here? Anyone reading? Anyone that can do anything about it care at TM?

I am here. I am listening. I cannot believe I am not alone. I just found this forum and your post is very similar to my case. Let's connect I am really curious to hear what Tmobile has been telling you. I'm located in long beach CA. 

I've been pissed at Tmobile. Based off what they've been telling me is an elongated tower update. This is BS. I started noticing a degrade in bandwidth after 1 month. I was averaging 250mbps download 30upload and now I'm seeing ridiculous speeds at .xx up to 10mbps and sometimes uploads fail. This is a JOKE. 

IM ALSO asking myself the same question. Why am I here?! I guess I am giving tmobile the opportunity and the benefit of the doubt. Perhaps I'll roll with them a couple of months longer before I switch service? TBD. The price is sits right and that might be the only reason I am still utilizing there home internet. 

Well thanks for the response. Funny how we can only get a response from other unhappy customers and no T-Moblie people. There we have it! 

Yes, it's a real joke. They all seem to care when you talk to them but cannot do anything. I think TM is in over their head on this internet service. They don't have the ability to service the customers needs. I'm now told as of today that service might be up better this weekend. If it is, it will be down again in a couple of days. I really find it peculiar that they cannot help the customer. The only option is to call and hear the same thing over and over. Reset the Gateway, power down device, let me reset signal from our end, lets connect you to a different tower. They don't get it! I need better service in my community. They failed on this one. I'm about done. Can't do my work and they're costing me valuable business dollars. And they don't even give you any hint about this so called "tower work" that is being performed weekly in my area. I live 8 miles from the HQ and they can't provide good coverage. 

On paper I live in the PERFECT network area. In reality they have been "upgrading the towers" for entire time I have lived at current location(7months). Cellular service is non-existent at residence. In the meantime they sold me the "internet" box to boost signal. In MY reality, there is only one tower anywhere near me. This "tower box thing" struggles to make any connection and hold it at all and WILL REPEATEDLY TURN OFF and on IF WEAK SIGNAL. BECAUSE IT RUNS OFF THE SIGNAL THAT'S ALREADY TERRIBLE! WHY?! Taking at least 2 mins (timed it) to start back up every time it auto restarts. Often at many many times in a row. I feel like this is literally highway robbery. This is literally stealing money and gaslighting. How long is too long to wait for the service we pay for? How many billing cycles have you payed? Proof is in the pudding. This brand is marketing network capability it doesn't even have. I've been livid. I feel trapped. Financial situation will not allow for easy switch to other providers. This is a nightmare brand. Don't get me started on location staff that had never even heard of the phone that i bought....from them! let alone how to help me w/ it. 

@KYColonel518 Yep! Was told to do that from the T-Mobile store. Made contact with someone in Bellingham twice. The took my issue and transferred me to tech support in the Philippines twice. Quite the gig they've got going on here.

It feels like a big scam really.  Signal is always excellent (max bars), but service is horrible 24/7.  I thought with time it would get better but apparently they are just collecting money from customers without addressing the problems with their home internet service.  I was irritated when the average bandwidth was around 1-3 Mbps with occasional disconnections  yet I gave them the benefit of the doubt.  In fact the connection has been getting worse and worse where it disconnects practically every few minutes with average bandwidth being below 1 Mbps.  Charging 50$ a month for this is like theft considering that they cannot even maintain a service that is usable for what people use the internet for.  Even with low resolution, youtube keeps pausing and loading regularly...and many times graphics and links won't even load on websites.  It does seem that the only people who pay attention to the issues is other customers which is really sad.  I have read some of the complaints and some people want to report them to the BBB and even bring up a class action suit.  I assume some people have decent connection but it is apparent that many customers have similar issues.