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JHB

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Joined 4 years ago

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Re: Signal issues with 5G gateway home internet
Yes, we were able to switch back to the 4g LTE receiver we originally had and that solved the problem for us. Apparently all of T-Mobiles antennas haven’t been updated to 5G yet.
4 years ago Place Solución de problemas
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Re: 5G home internet keeps dropping
I don’t know the answer to that. I spoke to probably 3-4 different technicians before we straightened it out. I was told at one point the new 5G gateway was essentially a dual antenna and could receive either a 4G LTE signal or 5G signal. I was also told the gateway looked for, an attached to wherever it received the best signal. So you would assume if there wasn’t a good 5G signal it would grab a 4G signal. In our case it didn’t work at all. It was my suggestion since we hadn’t returned the 4G LTE receiver to reactivate it and give it a try. The tech agreed and after we hooked it back up it worked fine so I stayed with the 4G LTE receiver and sent the 5G back. There seems to be 2 possibilities: 1) The new 5G gateways are not capable of receiving the 4G signal and 2) T-Mobile is putting the 5G gateways out in the market where towers are not yet broadcasting that signal. That’s the only explanation I can come up with for our experience.
4 years ago Place Solución de problemas
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Re: 5G home internet keeps dropping
I spoke with a T-Mobile tech this afternoon and was able to switch back to our 4G LTE gateway. That solved the problem, our signal was restored without any problems. Apparently T-Mobile is in the process of upgrading their towers so they are compatible with the new 5G gateways but they haven’t completed the process in all areas. As it was explained to me the new 5G gateways are supposed to receive either the old 4G LTE signal or the newer 5G signal but for whatever reason our unit didn’t receive either very well.
4 years ago Place Solución de problemas
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Re: 5G home internet keeps dropping
We had the same issues with our 5G gateway device. We had only 2 bars which was supposed to be enough for a signal, however, when we had a signal our service was extremely slow and it was constantly dropping completely. We contacted customer support, went through all the troubleshooting with engineering (checking the signal, switching towers, moving the device around, etc). Finally, requested T-Mobile reactivate our previous device (the 4G LTE small white box). Solved the problem instantly, strong signal, good speed, no drops, no problem streaming. After reactivating and connecting the 4G LTE Gateway the tech essentially admitted that the new 5G service is essentially a work in progress and isn’t up and running smoothly. He said they are working on it and would contact us to upgrade our hardware to 5G when it was functioning properly in our area. Hope this is helpful.
4 years ago Place Solución de problemas
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Signal issues with 5G gateway home internet
We have been using T-Mobile home internet for a while now using the original 4G LTE Gateway home internet device (small white box) which worked just fine. This week we were at a T-Mobile store and upgraded to the new 5G Gateway (silver cylinder) which we were told was amazing and much faster. As soon as we hooked it up the signal strength was weak. Internet service was slow at best and streaming anything online was impossible because the signal kept dropping. I contacted customer service and spent over a hour on line trying to troubleshoot the device (moving it to different locations, resetting the device, etc.). The technician finally decided to send us a replacement device. Instead of receiving a replacement 5G Gateway they sent me a refurbished Galaxy cell phone which is a whole other story, but it was back on the phone with customer service. The second service technician said they would have engineering check our device which would take a few days to complete and they would contact me with the results. Three days later I received a call explaining my device was working perfectly but the cell tower we were receiving a signal from was overloaded and was scheduled to be upgraded by August 9th and until then our signal would not likely improve. The thing that makes no sense is the older device (4 LTE) worked fine receiving the signal from the same tower. The new device is supposed to work with either 4 LTE or 5G but is terrible. Has anyone else had a similar experience with the new 5G gateway device?
4 years ago Place Solución de problemas
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Apparently all of T-Mobiles antennas haven’t been updated to 5G yet. ","body@stripHtml({\"removeProcessingText\":true,\"removeSpoilerMarkup\":true,\"removeTocMarkup\":true,\"truncateLength\":-1})@stringLength":"180","kudosSumWeight":0,"repliesCount":0,"readOnly":false,"images":{"__typename":"AssociatedImageConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"videos":{"__typename":"VideoConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}}},"Conversation:conversation:119440":{"__typename":"Conversation","id":"conversation:119440","topic":{"__typename":"ForumTopicMessage","uid":119440},"lastPostingActivityTime":"2024-02-29T18:18:25.000-08:00","solved":false},"ForumReplyMessage:message:119591":{"__typename":"ForumReplyMessage","subject":"Re: 5G home internet keeps dropping","conversation":{"__ref":"Conversation:conversation:119440"},"id":"message:119591","revisionNum":1,"uid":119591,"depth":1,"board":{"__ref":"Forum:board:troubleshooting"},"author":{"__ref":"User:user:151216"},"metrics":{"__typename":"MessageMetrics","views":25},"postTime":"2022-03-07T14:30:58.000-08:00","lastPublishTime":"2022-03-07T14:30:58.000-08:00","body@stripHtml({\"removeProcessingText\":true,\"removeSpoilerMarkup\":true,\"removeTocMarkup\":true,\"truncateLength\":-1})":" I don’t know the answer to that. I spoke to probably 3-4 different technicians before we straightened it out. I was told at one point the new 5G gateway was essentially a dual antenna and could receive either a 4G LTE signal or 5G signal. I was also told the gateway looked for, an attached to wherever it received the best signal. So you would assume if there wasn’t a good 5G signal it would grab a 4G signal. In our case it didn’t work at all. It was my suggestion since we hadn’t returned the 4G LTE receiver to reactivate it and give it a try. The tech agreed and after we hooked it back up it worked fine so I stayed with the 4G LTE receiver and sent the 5G back. There seems to be 2 possibilities: 1) The new 5G gateways are not capable of receiving the 4G signal and 2) T-Mobile is putting the 5G gateways out in the market where towers are not yet broadcasting that signal. That’s the only explanation I can come up with for our experience. ","body@stripHtml({\"removeProcessingText\":true,\"removeSpoilerMarkup\":true,\"removeTocMarkup\":true,\"truncateLength\":-1})@stringLength":"968","kudosSumWeight":1,"repliesCount":0,"readOnly":false,"images":{"__typename":"AssociatedImageConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"videos":{"__typename":"VideoConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}}},"ForumReplyMessage:message:119589":{"__typename":"ForumReplyMessage","subject":"Re: 5G home internet keeps dropping","conversation":{"__ref":"Conversation:conversation:119440"},"id":"message:119589","revisionNum":1,"uid":119589,"depth":1,"board":{"__ref":"Forum:board:troubleshooting"},"author":{"__ref":"User:user:151216"},"metrics":{"__typename":"MessageMetrics","views":32},"postTime":"2022-03-06T18:55:21.000-08:00","lastPublishTime":"2022-03-06T18:55:21.000-08:00","body@stripHtml({\"removeProcessingText\":true,\"removeSpoilerMarkup\":true,\"removeTocMarkup\":true,\"truncateLength\":-1})":" I spoke with a T-Mobile tech this afternoon and was able to switch back to our 4G LTE gateway. That solved the problem, our signal was restored without any problems. Apparently T-Mobile is in the process of upgrading their towers so they are compatible with the new 5G gateways but they haven’t completed the process in all areas. As it was explained to me the new 5G gateways are supposed to receive either the old 4G LTE signal or the newer 5G signal but for whatever reason our unit didn’t receive either very well. ","body@stripHtml({\"removeProcessingText\":true,\"removeSpoilerMarkup\":true,\"removeTocMarkup\":true,\"truncateLength\":-1})@stringLength":"539","kudosSumWeight":3,"repliesCount":0,"readOnly":false,"images":{"__typename":"AssociatedImageConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"videos":{"__typename":"VideoConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}}},"ForumReplyMessage:message:119587":{"__typename":"ForumReplyMessage","subject":"Re: 5G home internet keeps dropping","conversation":{"__ref":"Conversation:conversation:119440"},"id":"message:119587","revisionNum":1,"uid":119587,"depth":1,"board":{"__ref":"Forum:board:troubleshooting"},"author":{"__ref":"User:user:151216"},"metrics":{"__typename":"MessageMetrics","views":23},"postTime":"2022-03-06T15:08:45.000-08:00","lastPublishTime":"2022-03-06T15:08:45.000-08:00","body@stripHtml({\"removeProcessingText\":true,\"removeSpoilerMarkup\":true,\"removeTocMarkup\":true,\"truncateLength\":-1})":" We had the same issues with our 5G gateway device. We had only 2 bars which was supposed to be enough for a signal, however, when we had a signal our service was extremely slow and it was constantly dropping completely. We contacted customer support, went through all the troubleshooting with engineering (checking the signal, switching towers, moving the device around, etc). Finally, requested T-Mobile reactivate our previous device (the 4G LTE small white box). Solved the problem instantly, strong signal, good speed, no drops, no problem streaming. After reactivating and connecting the 4G LTE Gateway the tech essentially admitted that the new 5G service is essentially a work in progress and isn’t up and running smoothly. He said they are working on it and would contact us to upgrade our hardware to 5G when it was functioning properly in our area. Hope this is helpful. ","body@stripHtml({\"removeProcessingText\":true,\"removeSpoilerMarkup\":true,\"removeTocMarkup\":true,\"truncateLength\":-1})@stringLength":"907","kudosSumWeight":2,"repliesCount":0,"readOnly":false,"images":{"__typename":"AssociatedImageConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"videos":{"__typename":"VideoConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}}},"ForumTopicMessage:message:115010":{"__typename":"ForumTopicMessage","subject":"Signal issues with 5G gateway home internet","conversation":{"__ref":"Conversation:conversation:115010"},"id":"message:115010","revisionNum":1,"uid":115010,"depth":0,"board":{"__ref":"Forum:board:troubleshooting"},"author":{"__ref":"User:user:151216"},"metrics":{"__typename":"MessageMetrics","views":5412},"postTime":"2022-03-05T16:21:54.000-08:00","lastPublishTime":"2022-03-05T16:21:54.000-08:00","body@stripHtml({\"removeProcessingText\":true,\"removeSpoilerMarkup\":true,\"removeTocMarkup\":true,\"truncateLength\":-1})":" We have been using T-Mobile home internet for a while now using the original 4G LTE Gateway home internet device (small white box) which worked just fine. This week we were at a T-Mobile store and upgraded to the new 5G Gateway (silver cylinder) which we were told was amazing and much faster. As soon as we hooked it up the signal strength was weak. Internet service was slow at best and streaming anything online was impossible because the signal kept dropping. I contacted customer service and spent over a hour on line trying to troubleshoot the device (moving it to different locations, resetting the device, etc.). The technician finally decided to send us a replacement device. Instead of receiving a replacement 5G Gateway they sent me a refurbished Galaxy cell phone which is a whole other story, but it was back on the phone with customer service. The second service technician said they would have engineering check our device which would take a few days to complete and they would contact me with the results. Three days later I received a call explaining my device was working perfectly but the cell tower we were receiving a signal from was overloaded and was scheduled to be upgraded by August 9th and until then our signal would not likely improve. The thing that makes no sense is the older device (4 LTE) worked fine receiving the signal from the same tower. The new device is supposed to work with either 4 LTE or 5G but is terrible. Has anyone else had a similar experience with the new 5G gateway device? 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