Replies posted by alert
I have the same gateway, 3TG00739AABB, but my firmware is at 1.2103.00.0338. Try updating. it is supposed to update itself during a rebooting? I had a 2nd unit sent to me and tested, and within 24 hours it got stuck and today they said they are sending another (3rd unit). this second unit was refurbished but also the same version of firmware as my first one. rebooted 4 times still did not update to your version. you an ask them to update the firmware remotely. The concerning part is that they are replacing the hardware without exactly knowing what’s going on, which is the same as the outsourced customer support is doing. I wonder if they are the same group now vs higher tier (as it was suggested before). You should try and see if they can have you get in touch with someone with technical expertise, willing to diagnose the problem (no ticket, just have them transfer you to a technical support person).also, it is uncanny they are not offering to send the new gateway yet.
The last rep I talked to said the drops were caused by tower maintenance, which would be completed in a month. Really? My T-Mobile phone service works fine. But that seems to be the standard response. And it’s now been several months that I’ve had dropped WiFi connections. Really bad. It is a scripted response they use to end the call/close the ticket without anyone really looking into it. They don’t care about making a diagnosis, just follow the script and hope you buy it. It is bad.
does t-mobile people read these here and respond or not? It sucks to have to call them and then get the same story again and again (I promise your gateway wont reboot again, I have prioritized your account here….). I don’t think they do. Calling does not help either (they don’t know/understand, will blame it on the tower, and it will just lead to a ticket that closes itself 72 hours later due to “outages in the area since this morning which explains the issue”). It appears, if you have social media, that’s the highest tier of support you can reach.
I was fortunate enough to speak with a tech rep at the 844-275-9310 who toke the time to duplicate what I experienced and confirmed after hours of trying that the issue requires an engineering solution. She created a ticket # 58752623, documented the issue and submitted to the engineering support group; that was three business days ago. She did say it would take 3 to 5 business days to resolve and she would get back to me. that’s standard response, nothing is actually done in the backend. expect for your ticket to be closed for no resolution and some fake explanation, and them calling you saying they’re still working on it and then disappears. they just work to keep metrics high, not to understand or fix issues.
T mobile will not give you a new modem at all if you want one they said this to me twice •Beginning January 12, ship-to orders will begin receiving either the Nokia or Arcadyan Gateway based on device availability. oOnly one device will show in Dash at the time of activation, the device the customer receives will be determined by inventory. oWarranty Exchange devices will be replaced with like for like units. •There is no ability to select which gateway device a customer will receive. •Both devices provide the same functionality and performance, with a similar look and feel. oSince all of our 5G Gateways offer the same key features and experience including Wi-Fi, multiple home network (SSID), and a connection to the massive capacity of T-Mobile's 4G LTE and 5G networks, requests to swap from a 5G Gateway to a different 5G Gateway are not supported of course that would be the policy
As a person that works from home, this is extremely frustrating and I cant seem to get the problem resolved. EVERY technician promises me this problem wont happen again, but here I am trying to complete a review before I lose internet service. This gateway just isn't working and I’m hopeful that the new gateway release will help. If not, I will be looking for other providers. Curious to know: did they ever blame it on “tower maintenance which has been going for weeks and I swear it will be done today” and “reported outages in the area since 5 pm so we closed your ticket because that’s definitely the reason why your internet is slow”?
same increasing disconnections and same response from customer service. I believe tower maintainance is what they have been instructed to say and hope you take it at face value: of course it’s not. It appears to be same if they escalate to engineering, which will give the same explanation after 72h so they can close the ticket and stay within acceptable metrics. it’s disheartening to see there’s no one actively looking at the problem and there is no open communication about it (“we are aware, you will experience disconnections, we don’t know what’s going on, we’ll keep you updated”)
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