Wifi not connected to internet, daily

Thanks valeriedoremi!

Jmf wrote:

We've had the round gray gateway for a year and it's been perfect. But within the last week or so we drop internet multiple times a day. Resetting/unplugging fixes it temporarily and then we lose it again. This is not an overheating problem as we lose internet when we are away and our house is at 66 degrees. And, when we're away there are no computers or phones using the gateway, only a blink camera system with two cameras. Nothing about our network environment has changed. Please fix this. We are in the 60007 zip code. Gracias. 

Hey JMF, this is just a community thread, fellow customers trying to help each other out. I posted this question to see if anyone else was having the same issue and found a solution. None of us on here have access to any of t-mobile's equipment or anything else to fix it for you. You might want to call customer service, as they won't see your request here. I'm going to have to do that myself. 

I have seen the DNS failing a couple of times with the T-Mobile gateway but the problem was some disruption where the servers that relay the DNS to the gateways just were not working.  Probably not the DNS servers themselves. If you want to check out Cloud Flare. They have a free application and their DNS server is 1.1.1.1 and they have IPv6 as well. Plenty of documentation and they are also a major public DNS host. It is worth checking out their consumer services. cloudflare.com If you want serious DNS and the operation from the gateway goes south. Just change your clients to 1.1.1.1 and on you go.

JasperWa wrote:

We're having the same issue.  It started happening about 2 weeks ago.  Sometome between 2 and 6 a.m. we lose the internet service.  A power down or reboot of the modem from the app fixes it and we wake up to no internet.  We're starting to think it's the modem. 

Same issue here 

Not connected to internet message on devices

Getting to be quite the irritation. 

I've been having the same problem. Chatted with tech support and they completed some resets on their side, but the problem is still happening.

Thanks iTinkeralot for your thoughtful response. I'll pursue your suggestions. Any thoughts as to why dns resolution would suddenly become a problem? I'm away from home for a few days. Internet dropped this am (notification from blink cameras) at 2 am. Was back up by the time I woke up. Very strange. 

Router dropped connection at 2 a.m. and 5 a.m.  We powered down the modem, waited 3 minutes and powered it back up.  No internet connection!!  In addition we were getting intermittent drops of internet service on our phones.  Leads me to believe there's something wrong with the tower service. 

Restarted the gateway from my computer and internet service was restored.  Tech support called back as a follow up from yesterday's call.  They're escalating our case to "engineers" or "supervisors".   They suggested there's something wrong with the tower.  

More to follow. 

So if you can restart the gateway with the mobile application then the Wi-Fi is up and operational. Does the gateway drop the cellular signal or do the clients report no internet even though the gateway shows it is connected to the primary and secondary cellular signals? If it reports the cellular signals are there but clients report no internet that can be they do not obtain DNS resolution. In that case go into a client's IP address settings and add say 8.8.8.8 and 8.8.4.4 for google's public DNS servers instead of the gateway IP address. If the client then works it was an issue with DNS name resolution. 
Some users have reported issues with the SIM card holders in the Arcadyan gateway and it seems some do not hold the SIM cards secure so the contacts might not be secure. Some users have had success with simply reseating the SIM into the holder. This does entail powering down the gateway first. The reason this might be related is that the SIM card retains the important information regarding the user's account services. A reboot might just be enough to make that part work again. It is hard to say for sure if that is the problem. The issue might be with some other problem with the gateway or with the tower/cell operation. Reseating the SIM card is a simple task and takes little time. Some users have made a shim of sorts or make sure the holder secures the SIM better for improved contact. If you search the community conversations for SIM you can review them and see if the boot fits or not. 

We've had the round gray gateway for a year and it's been perfect. But within the last week or so we drop internet multiple times a day. Resetting/unplugging fixes it temporarily and then we lose it again. This is not an overheating problem as we lose internet when we are away and our house is at 66 degrees. And, when we're away there are no computers or phones using the gateway, only a blink camera system with two cameras. Nothing about our network environment has changed. Please fix this. We are in the 60007 zip code. Gracias. 

They said to hook the power supply directly to the wall outlet as opposed to a power strip.  They also "refreshed" the tower that we're hooked up to.  They noted that there had been an equipment upgrade to the tower on 10/25.  We'll see if if the internet connection drops tonight.  Right now we're getting a decent signal and a speed test shows 650 MBps down and about 110 MBps up.