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TheloniusJ

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Joined 4 years ago

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5G Home Internet Suddenly Very Unstable And Technical Support Is Essentially Useless
Wondering if anyone else is having similar issues. First, at $50/month for 5G speeds with no data caps, this service is pretty much the best deal out there. When it is working well, we typically see speeds in the 60+ Mbps down/ 20+ Mbps up which is by far the best performance we’ve ever had at our house. Unfortunately, it has recently become the case that it almost never “works well”. Over the last couple of weeks, we are lucky if we can get an hour a day where it is getting this kind of performance. For much of the day, it is actually not even usable (we’re talking less than 1 Mbps and barely registering uploads). The strange thing is that when we first got this modem, it never seemed to be the case. I saw some forum discussions that overheating might be an issue, but it really isn’t that hot. Additionally, when it is performing poorly, I noticed that we are getting less than two bars primary and zero bars secondary on the modem. Again, this previously wasn’t the case. Sometime rebooting with temporarily resolve this issue, but I am not kidding when I tell you that most days we restart the modem a minimum of five times. Many times it simply doesn’t fix anything. Compounding this is the fact that TMobile seems committed to off-shoring their technical support and the quality of this service is so bad it could be a post in itself. Over the last couple of months I’ve probably called once a week, which typically eats up an hour of my day and has rarely resolved anything. On three occasions, the representative told me they would call me back and not one has. Not one. On the last call, I managed to get a “manager” on the line who honestly was not any better than those who work for him. His only solution was to downgrade us to LTE even after I told him that we ultimately go the 5G device because the LTE was working very poorly. Anyway, I’m 99% sure I’m just going to have to bail on this service and go with Starlink which is available in my area. This really bums me out because when Tmobile’s service is even working halfway decent it is more than enough for us, but “half-way decent” at this point is a dream state for us. Again, I’m curious if others are having similar issues. For what it is worth, we have the Nokia 5G cylindrical tower.
4 years ago Place Solución de problemas
5g
ancho_de_banda
Modem restart
nokia
t-mobile
3.6KViews
12likes
27Comments
Re: VPN issues
Update: They did in fact end up rolling my firmware back and it is working again. @FlyingDog For sure the performance is worse when connected to the VPN. The previous several months this was always the case for me, I’d get about a 10-fold reduction in download speed and there was always massive latency.
4 years ago Place Coverage & Signal
24Views
2likes
0Comments
Re: VPN issues
Just to add my (frustrating) experience with the breathtakingly bad service from TMobile. When I first got this device several months ago, I was unable to use my VPN (GlobalProtect) due to the tunneling protocol incompatibility. I made several tech calls which didn’t seem to go anywhere, but for some reason it started working so I assumed they did a firmware patch. Over the last several months, it worked (slowly) with the VPN, but I would routinely have to restart the modem to get it to work. This week it completely broke. I looked through this thread and ultimately made a tech call on Monday. After a lengthy call, I ended up being told the same thing that FlyingDog was told: 178 doesn’t work so they were going to do a firmware rollback. I was told they were submitting a ticket and someone would get back to me by Thursday. Thursday came and went with no word and no rollback, so this morning I called back. I ended up being on the line for 1.5 hours where I was told there was no record of the ticket to rollback and then told that firmware is something that can’t be rolled back (which is incorrect). I ultimately ended asking to talk to a supervisor. Their message was that they don’t have control and only know what they are told. She did end up submitting a ticket (I have a ticket number this time) for an engineering escalation, which I assume will mean just getting the firmware rolled back. At this point, I am also leaning toward switching over to Starlink since TMobile really is showing poor technical development and associated support. The fact that they’d be willing to make firmware changes that completely cripple VPN usage and have technical support that can’t give you consistent answers is troubling to say the least. It’s really too bad because other than this VPN issue the device has been working really well. I often get download speeds near 100 Mbps and uploads around 40.
4 years ago Place Coverage & Signal
19Views
0likes
0Comments

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First, at $50/month for 5G speeds with no data caps, this service is pretty much the best deal out there. When it is working well, we typically see speeds in the 60+ Mbps down/ 20+ Mbps up which is by far the best performance we’ve ever had at our house. Unfortunately, it has recently become the case that it almost never “works well”. Over the last couple of weeks, we are lucky if we can get an hour a day where it is getting this kind of performance. For much of the day, it is actually not even usable (we’re talking less than 1 Mbps and barely registering uploads). The strange thing is that when we first got this modem, it never seemed to be the case. I saw some forum discussions that overheating might be an issue, but it really isn’t that hot. Additionally, when it is performing poorly, I noticed that we are getting less than two bars primary and zero bars secondary on the modem. Again, this previously wasn’t the case. 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