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Simke
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Re: sagemcom fast 5688w internet going out or losing connection
I've read other threads about the rebooting issue described by KimoWrex. It's unclear if this problem and connection drops occur mostly with the Sagemcom Fast 5688W, but I experienced drops with the Nokia. Update from my last post: Three 5688 drops yesterday (Dec 15), bringing the total to 11 this week (1 Dec 11, 1 Dec 12, 4 Dec 13, 2 Dec 14, 3 Dec 15). Called customer support immediately after the second drop and asked the rep to check diagnostics while the connection was down. Also noted the LTE signal was returning values while the 5G was dashed out (in the app, More > Advanced Cellular Metrics). She suggested the drop was due to "tower maintenance", a reason given during previous calls to support. She could not explain why said maintenance was causing the drop. She suggested 1) moving the gateway to a new location and 2) separating the bands on the gateway, implying that a 2.4 GHz network connection could tap into the LTE signal since it was still active (during the period when the 5G signal was down). Ended call. Moved the gateway to a new location despite the app's placement assistant indicating the previous position was optimal. Separated the frequency bands by creating a second network. In the app, Network > select current network > change frequency band from Automatic to 5 GHz and follow the provided restart steps > once restarted, select Network again > select the purple and white plus sign > createa network name and password > change frequency band from Automatic to 2.4 GHz and follow provided restart steps. Immediately after the third drop, selected the newly-created 2.4 GHz network on alaptop, hoping it would pick up the LTE signal during the 5G drop (as explained in the second point above). Nothing. Zero connection. Profanity. Frustration. I have now exhausted all remedies after three gateways, 11 connection drops in five days, colourful language, SIM and IMEI confirmations, signal refreshes, expletives, gateway repositioning, frequency band separation, irritation and profanity, and imagined NASA-approved protocols.The only reason for the drops I've received is tower maintenance, and when I asked the rep for a completion date of said maintenance, she didn't know. Tremendous. While I can't verify this, I've read other threads that, when combined with statements by the reps I've spoken to this week, suggest that network congestion is the issue. When this occurs, phone connections are prioritized over home internet bandwidth. Again, I can't verify this, but it seems logical. Conclusion in my case: T-Mobile 5G Home Internet is outstanding…when it works. 300+ Mbps download…when it works. Convenience and ease of use…when it works. When it doesn't, you're on your own. I will now look for a new provider and hope that anyone reading my posts has a better outcome than I have. Happy Holidays.1Ver0likes0ComentariosRe: sagemcom fast 5688w internet going out or losing connection
Update… My connection dropped for the first time today (Dec 14), so it appears the signal refresh and SIM/IMEI confirmations performed by the CSR last night did not help. I decided to try a different approach with this drop: Opened the app on my phone and checked advanced cellularmetrics located under the More menu item. The 5G metrics (RSRQ, RSRP, and SINR) were dashed (zeroed) out as I would expect since the 5688 gateway dropped the signal. However, the LTE metrics were still showing, even after tapping each value and refreshing the page. This suggests that the drop was isolated to the 5G signal, and it seems odd that the internet connection would go down considering an LTE signal was being received. Shouldn't LTE be the fallback if the 5G signal drops, thereby preserving internet service albeit at a slower bandwidth? Instead of restarting the gateway, I waited to see if it would reacquire the signal. After ten minutes, it did. The next drop could take less or more time to reacquire a signal if at all, so I don't consider ten a magic number.The fact that a drop occurs is unacceptable, but at least it appears the gateway is capable of reacquiring the signal without a restart. I called customer support yet again (the fourth T-M rep I've spoken to in the past 24 hours), and aside from creating another ticket and escalating the matter to "engineering", the only new information shared was that the tower was undergoing some maintenance. Considering shewas working off a script and troubleshooting manual, my confidence in her explanation is quite low. Sheoffered no explanation for the LTE metrics showing despite the 5G signal being down. I asked to speak to a supervisor and was told one was not available.10Visto1like0ComentariosRe: sagemcom fast 5688w internet going out or losing connection
T-Mobile supplied the new SIM card. I took the 5688 to the store, explained the issue, and the rep swapped it out at no cost. Note that about four hours after I returned home and started the gateway (with the new SIM card installed), the connection dropped. This suggests a SIM card swap isn't aremedy, but perhaps it will work for you. During my call with customer support (after the drop), the rep confirmed my account was in order (correct SIM card and IMEI numbers) and performed the signal refresh.7Visto0likes0ComentariosRe: sagemcom fast 5688w internet going out or losing connection
I've been experiencing connection drops similar to those described hereand have exhausted all potential remedies assuming T-Mobile doesn't come up with a fix. Background/notes: T-Mobile Home Internet customer for a year. Was issued Nokia gray cylindrical gateway (aka trashcan). Steady connection averaging 300Mbps download. Mid-November, connection began to drop. Worked great during the day but cut out at night. Since the Nokia wouldn't reacquire the signal, the only remedy was to restart(turn it off and then back on). Once back on, performance ok until the next evening. After a week (late November), called customer support. Rep mentioned signal congestion but confirmed no tower maintenance or issues in my area. Suggested I swap the Nokia for a Sagemcom Fast 5688W at a T-M store. Did so. After three days (early December), 5688 connection dropped each day for three consecutive days. Only remedy was a restart each time. Prior to drops, signal strength was very good to excellent and average download speed was 350Mbps. Called customer support, new 5688 shipped overnight. After four days, new 5688 connection dropped each day for the first two (Dec 11, 12) and four times on Dec 13. Only remedy was a restart each time. After the second drop, called customer support, no solution to address the issue. After third drop, took gateway to local store. Rep swapped the SIM card. Back at home, no issues until the fourth drop. Called customer support, was instructed to confirm the SIM and IMEI numbers, unplug and leave the 5688 off while she performed a signal refresh, and turn it back on. She created a ticket for T-M engineers to address. No issues <24 hours since speaking with her and posting this. In all cases: Each gateway was placed in theoptimal location confirmed by the app's placement assistant Signal strength was very good/excellent before connection drop and immediately after restart Each gateway was unable to reacquire the lost signal No tower upgrades/maintenance underway In some cases, the message on the gateway read "No internet connection". In others (specific to both 5688s), the following message was displayed (word for word): "Attention, Internet connection issue. Press power button to turn off device for 10 seconds. If the issues persists, contact Customer Support. [Error Code WAN002]. No rep at T-M has been able to explain exactly what Error Code WAN002 is. So, after a year of steady, no-issue service for $50/month, three gateways (Nokia, Sagemcom Fast 5688W, a second 5688W), four calls to T-M customer support, and two visits to a local store in the past three weeks. And, no one at T-M can explain the issue despite restarts, SIM card swaps, IMEI checks, and location clearances. Espléndido.5Visto1like0Comentarios