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4G LTE booster showing Error Code E7

  • 15 November 2015
  • 44 replies
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Switched to T-mobile last month. Got low signal or no signal inside the house so received a LTE booster . Worked fine for 3 week with 3 to 4 bars in the house. 5 days back saw Error code E7 on booster unit and all bars flashing green on window unit. Called in tech support and after 20 minutes he said he does not see any maintenance and notes that it is disabled. Second LTE unit is shipped over night and after plugging it on i start to get full bars like before. After 60 minutes second pair started to show E7 on booster unit and flashing green on window. Called tech support couple of times. Each having different answers , One says may be second unit is locked out also and other says may be software update is happening and there is no timeline when it finish. Has any one seen anything like this before ?

 

Website shows tis error for E7:-

Understanding the issue 

The Cel-Fi Signal Booster has been remotely disabled by T-Mobile for one of the following reasons:

  • Network maintenance
  • Service, capacity, or congestion problems
  • Security reasons
icon

Best answer by tmo_mike_c 22 November 2015, 20:17

Oh yikes @kkver‌! Going through 2 signal boosters is no bueno. With the error you're seeing, it normally has to do with maintenance going on with the service in your area. I know you've called before but have you contacted our Tech Support more recently to check on this?

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Nah, I bought it online. After a bunch of dropped calls at home, I used my phone to google T-Mobile signal booster and found it for sale right away. I didn't even know if such a thing existed till the search.  For some reason you can buy a nib T-Mobile Cel-Fi booster for about $150, not through T-Mobile and it seemed like this would solve my problem in the quickest and easiest way. I just want anyone who's considering that to read this and don't do it!

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Wow, that's not good. I was under the impression you got the original one from us at the beginning. As I mentioned before, there was an update sent out to correct this error for folks but I'm not 100% sure if that would have impacted boosters that weren't received directly from T-Mobile. I don't think that would make much of a difference, but it's hard to say. I'm guessing T-Force may have been a little busier than normal when you reached out, so my apologies if it took some time to get back to you. I'm glad you're getting another booster and I appreciate you coming back to give us updates on how well it works for you.

Ok, I did the T-force thing. For anyone reading, they are a bit slow with responding, so don't sit there and wait, just come back when you have time to see if there's a message for you.

Don't ever buy a T-Mobile Cel-Fi booster on your own like I did. When T-Mobile does an upgrade, they essentially neuter the thing and it's toast. There's no fix, or at least there isn't one that T-Mobile would like to share.

T-Mobile is sending me another booster for free, but I don't own it. If anything happens to it, I'll pay dearly (up to $400). It's about the only option I have, so I'm taking it. I'll report back when I get the new one and we'll see if it works.

Steve

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That's correct. This would be something T-Mobile would need to help with. I feel like the best way to get this resolved is having our T-Force folks take a crack at escalating this through our internal teams.

Well they said only the network operator that has disabled the system can fix this error. That would be T-Mobile in this case. Sounds like T-Mobile has switched the unit off during maintenance and has no way of turning it back on remotely? In any case, I will try your link.

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Oh shucks. You're welcome to try the manufacturer. I'm curious what they would have to say. Have you run this by our T-Force team using the Facebook or Twitter links on that Contact Us link I posted? They're an awesome source as well and they may have another way to get this escalated for you. The great thing about reaching out to that social team is you can even link them to this thread so you don't have to repeat yourself. Either way, please keep us posted on the results. Thanks!

I tried live chat and phone calls. They try, but it sure seems like they don't have a clue what's going on. I'm trying Cel-Fi to see if they can help. They make the unit, so maybe they know something T-Mobile doesn't. It's worth a shot.

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Wow, this has been going on for a while for you @stevec2. There was some maintenance being done and an update that was pushed out but that was some time last year. Unfortunately, there's no setting you can change to get this error to go away. Powercycling and moving the device to another location is really the only way to get around this error. If that's been done, and the issue continues, our Care team would need to escalate this after you Community-2153 either by calling or messaging through our social media channels.

So this is a problem that was never solved?

I have this E7 as well and when I call support about it, all I get is a big waste of time. They know nothing about this conversation here that's for sure. After the first 2 wasted hours, they finally told me there was maintenance going on and this was the cause. I should try again in 8 weeks. Now 4 months later, they say there is no maintenance but I still have the E7 error. Isn't it possible there is a setting they use when doing the tower maintenance that blocks boosters and they simply didn't switch it back?

I bought the T-Mobile Cel-Fi because I have a lot of dropped calls at my house and I wanted to solve it fast. It appears I have wasted a bunch of money.

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This is definitely one of the strangest instances I've seen with this error. I want to share my thoughts on what I've noticed. Some time ago, there was an update sent to these boosters that would remove that error and let you use it like normal. For devices that were stuck on that message, a replacement was sent and should have fixed this. Since this is still going on for you even after the replacement, my guess is that it's this location that's problematic. We don't want you to go but we also don't want you to keep doing the "song and dance" of changing out the booster either.

This is my final update.

So the right box came. I set them up and everything worked great. I had the window unit in my kitchen (in the spot where I have the best signal) and the 2nd unit in one of the back rooms. I had LTE in the back room and even did some test calls and everything worked great. But when I walked out the room it quickly dropped to No Signal. 😥 Weird. So I moved the boxes around to how I had the very first Error 7 box set up in the house. I got 4G in most areas between the 2 boxes. But within I say 30 minutes it started blinking and was back to Error 7. 😠 Ugh!!!

Chatted with TForce and they exchanged the box again. They didn't tell me what caused it. The best response was to make sure I had at least 1 bar and 3G, 4G, or LTE displaying on my phone. Now in the spot where I had received the Error 7, I don't think I get very good signal on my phone, but the box seemed to pick something up before I got the Error 7. I assume that it's just not enough and at some point the box just get's confused and fails and goes to E7?!

So I figured let's try it one more time and I just set it up where I know I have at least 1 bar and 4G.

The next day the new box arrived. that was FAST!!!! So I set it up in the kitchen --- since it had seemed to work there. The 2nd box in the back room. So I only had signal in the back room, which would have been fine with me since it's only for internet outages when we can't use wi-fi calling. The phones work great with Wi-Fi as long as we stay close to the house when we are in the yard. lol.

It worked for almost 24 hrs and then I first saw that the Window Unit's bars would go out and then 1 bar would come back on and it would go out again and back on. I moved the box slightly to the right to see if that helped and the 1 bar stayed on. However, the next time I looked at the box it was just blinking all green bars!!! I already knew what that meant and when I checked the 2nd box ----- sure enough: E7!!!! 😢

With that said: this was my 3rd box that got E7 in this house. I just came to the conclusion that there is just not enough signal in my area for the boxes to work. I will just send this one back and be done with it. We will try to pay these phones off over the next 2-3 month and then just switch to a provider that will work in my area. It's sad cause I really wanted it to work.

The odd thing is, that nobody seems to know what really causes the Error 7. If anyone ever finds out, I would love to know! lol. For now ---- I just assume that there is just not enough signal here where I live. Although on the road behind my house I get LTE, but my street is almost a dead spot except a small area a few steps outside our back door and that one spot in the kitchen.

Just a quick update --- they sent me the wrong box. They sent the cell spot that only works while connected to the internet. So I had to talk to them again to get that exchanged, since we have great WiFi calling at the house, but I need a backup when there is an internet outage and the regular signal is very spotty. They took care of it right away on Friday evening and I should receive the other boxes sometime this week. Will be back to update then 😊

I've been having the same exact problem. I am on my second E7 Box. So, I am following this thread for resolution. 

Hi @ceglia

Sorry it took me a while to get back. So ..... the 3rd booster never came. When I asked them about the status if the 3rd box had been sent they usually said that it will be sent out soon. Then I was told that it had been sent and delivered. But when I asked for tracking, the tracking number was for the 2nd box, which was the one that had the error 7.

In the end, I sent the error 7 box back. So I had no booster box at my house. No need to have it sitting here if it's not working anyway. I wasn't going to worry about it at all cause the phone worked great in the house with the wifi calling. But now we had 2 internet outages and when that happens it's really bad cause we only have 2-3 spots in the house where we can get signal.

So today I called and they sent me a new box out. I got text confirmation and everything, so this time it should actually get here. 😀

Not sure if the system wouldn't let them send out a new one when I still had the 2nd box or what the issue was. It was just a big confusion.

So I should have it within the next 3 business days. Then we will see if the Error 7 will happen again or if it was something wrong with the booster box. Fingers Crossed.

I will definitely do that! 😊

But I also posted this experience with the FB Support because you mentioned that you were not sure if they were able to help on social media. I didn't expect much either, but gave it a try anyway and have to say they totally exceeded my expectations and were able to do more than the support chat on the actual Tmobile site. I do believe that different supports have access to different systems. Not sure how the FB support compares to the phone support.

Maybe you want to give them a try ... I should know more by mid next week when I have received the replacement and have it set up at the new house and I will let you know if it happened again.

I guess the real question is, will the replacement fix the error? Please post back and let us know either way. I have yet to find a solution.... Been almost 3 months.

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Hey @silkez and thanks for getting in touch with me! 😊

We like to give you a great experience whether you call or use our social media channels. Sorry that hadn't happened, but I'm really glad you found us here and I'm super stoked that the folks on FB were able to help you get a replacement. Thanks for sharing your story!!!

I also have the Error 7, which is how I found this thread. I had my 1st booster for almost 1 year and it went out and only a solid red light came on. I ended up having to exchange it. We are moving this weekend and I really need a booster at our new house. Very bad reception inside the house.

The new booster arrived Friday evening. Everything worked great!! Better than the first one. Saturday we had to go to the new house, so I decided to take the new booster to give it a test drive. I got 2 bars on the Window Unit and 8 - 9 on the Cell Spot! 😎   However, at some point I went to the room where the cell spot was and it showed something was wrong. So I went to the WU and had the 5 bars blinking. I unplugged it and left it unplugged for a while and tried again. But same thing. 😥

We went back home yesterday evening and I plugged it in again here. I thought maybe it was due to the registered address. But same thing here. Just blinking bars and that's when I saw the E and 7 on the Cell Spot and how I found this thread.

Now first of all ---- Thank you @tmo_mike_c ---- I reached out to the support on the Facebook page last night, like you suggested and I also linked this thread. Within 1 hr a Rep got back to me. The Rep was awesome! She was super nice and helpful. However, it wouldn't let her exchange it. She was not sure why the option was not available for me and she said she will get back to me on Facebook as soon as she gets it figured out.

A little while later she got back to me and said she will have to try this again this afternoon and will get back to me. Around 7pm EST she texted me back again and apologized and explained that the reason why it will not let her exchange it was because they had not received  the 1st box back. Ones they receive that back she can go ahead and process the exchange and overnight it. She said to reach out to them on Wed or Thu to see if it will let them do the exchange by then.

Funny thing ---- when I reached out to Tmobile support on the Tmobile site when my first booster died, the Rep was not able to do the exchange for me. Instead she had told me I would have to call a number or go to a store. We had it done at the store that time. But on the FB page they are able to do the exchange right there. How cool is that!!! So from now on when something is wrong I will reach out to FB support!

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Thanks for giving T-Force a shot. The folks on those social media pages are actual T-Mobile employees. Sending them a message should be enough to get their attention and have them look into this for you.

Yeah, I don't think the CellSpot has anything to do with it either... I think they're just out of ideas.

I haven't contacted the T-Force team.  I'll try that later.  Those sites seem like social media pages though... not sure I'm gonna find what I need there.

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Wow, really surprising. I haven't received any word that this is due to having multiple coverage devices so I can't say that sending the Personal CellSpot back will get the error to go away. I may not need that reps email address. I have another group that could help a little further. Have contacted our T-Force team? It's worth a shot running this by them while you're waiting to send the device back. You can message them through the Facebook, Twitter, or Google+ links below. You can even link them to this thread so they have an idea of what's going on. If I get any new information about how we're handling this error, I'll be sure to update this thread.

We talked about replacing it, but he noted that I was already on my second device, and he didn't want me sending devices back and forth for no reason.  So no, in the end he did not recommend replacing the device.

To be honest, I was on the phone with the guy for a long time, and he was incredibly nice and well-intentioned, but no real solutions were offered.  It was weird.

I happen to have a Personal CellSpot unit (still sealed in the original box) at my house that was sent to me a while back, and he mentioned that maybe, just maybe, the fact that I had two devices listed as active at my residence (even though I've only ever used the Booster) might somehow be creating an issue?  The thing is, I had the E7 Error issue long before ever receiving the Personal CellSpot, so in my view, that's not the problem.  In any case, seeing as there was no other solution being offered, and in an effort to just start ruling out possible issues, I agreed to send back the unopened CellSpot.

I highly doubt that's going to do anything, but that's where I'm at right now.  Waiting for the return label to arrive, then I'll send it back.  Then, once it has been received, re-assess where things stand.

If I give you the email address of the tech that's been helping me, would you be able to pass along your info to him?

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Oh geez, sorry this has been such a pain. I'm working with some internal contacts to see if we can get more "official" documentation so everyone can be on the same page. The firmware would only be sent out to devices that aren't stuck on that error so I imagine yours won't get that update. The tech rep you spoke didn't mention replacing the booster for you?

@tmo_mike_c‌‌, I emailed the tech assigned to my case asking for an update on February 7th.  He never got back to me, so I wound up calling T-Mobile today and eventually got through to the department he works in.  He was out today, but I spoke to a colleague of his.  I asked him if by any chance there was a firmware update for the booster, and he said no.  I told him that the T-Mobile support forum Community Manager (you) had told me that there was one, but not everyone knew about it, and I had him double-check.  He put me on hold, checked with his colleagues and tech team, and he confirmed there is no firmware update.  I asked him if there was a way for him to get in touch with you so that the two of you could share information, and naturally he said no.

So, here I am again, no solution.  You say there is a firmware fix, he insists there isn't one... I mean, this is just incredibly frustrating.  Has anyone had this issue and had it resolved?  Can I ask you where you got this information about new firmware?  Is there a document somewhere that I can forward to the guys handling my case?  Would appreciate any help.

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For sure. Thanks for keeping me update. I'm wouldn't be completely surprised if you find some folks that aren't familiar with this. It's fairly new information, so some of our team may not know this off the cuff.

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