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dblanken62
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Joined 3 years ago
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Re: Frequent Disconnection on 5G Home Internet
I have been fighting this issue since mid Jan, right after the first weekend of 5G tower upgrades. Prior to that when the Gateway was on the 4G LTE, it worked flawlessly for 3-4 months and I never had to reboot it. Sadly, the customer service is clueless as I too have been asked to change the power outlet, factory reset, power off, unplug, etc. I was first told that there were tower issues and I'd be impacted for 2 weeks. I got a credit for that and 2 weeks later it worked a few days and the same issues occurred (no internet though good tower connection, drops during the day which is painful with VPN). They moved me to a different tower only to be kicked off and re-assigned to my non working tower when they told me there were once again tower issues needing several days to correct. On 3/3, they sent me a new gateway with no sim card. I changed sim cards and had the same issues. They then told me it was a sim card issue and would send me a new sim and GW that is verified to work before sending. It yet again cam without a sim card so I took it to the local store for a sim card and it wouldn't boot due to a hardware failure. I then demanded a second credit for loss of service and a new gateway from the store with a sim card so I at least knew quality control was in place. I took the now 4th GW, 3rd sim card home and still had the dropouts (3/10). When I called in they informed me that there were yet again (3rd time) tower upgrades and would not complete until 3/31!! Since I will not be billed until April I told them I would give them until 4/1 and if it isn't working, I will cancel the service and get Verizon's home internet GW 4G or 5G service that works. When this works, it is great but dealing with the incompetence and lies from the support team is infuriating since I work in high tech networking and know how to troubleshoot networks. They simply do not know what is causing the drops based on my experience and make things up. 10 weeks and 3 excuses saying the tower upgrades were complete and then not complete is enough so if it is not working by 4/1, they are clearly unable to deliver with 5G which is a major disappointment as a user that was an early adopter where it worked well on 4G.7Visto2likes0Comentarios