Just an update on my issues. I contacted them again after getting a dirty, stinky, used replacement gateway that in no way is going to fix the congestion on their network and finally got a support person that seems to actually know more than what their scripts tell them. He said engineers are looking into it, and has given me some updates, but as soon as I told him that I’m using Verizon until this is fixed, all the updates stopped. Verizon’s 5G, at least for me, is slower (around 120Mbps vs T-Mobile’s 300-500Mbps), but I haven’t had a single outage. Every evening I check my phone, which is T-Mobile, to see if maybe things seem stable, and I often get around 5-10Mbps instead of the 500+Mbps during other times of the day. I was really hoping T-Mobile would get their issues fixed, but the longer this goes on, the less I trust them to have a stable network, so I might just completely switch over to Verizon (including phone) since I think I can get phone and internet there cheaper than T-M
I was told by a support rep that Home Internet devices have the lowest priority on the network, so calls, texts, mobile data, and all other connected devices, like tablets, all have priority over Home Internet. For me, that means every day when all the schools around me let out, and all the kids get on their phones, I lose internet, sometimes right in the middle of a meeting. Then all through the evening, my internet connection comes and goes, making it almost impossible to watch tv (I do everything via streaming), and absolutely impossible to play any sort of online game. It’s really very frustrating and I find it unacceptable that they basically refuse to do anything about it. The support rep I talked to confirmed that it was congestion on their network, but for some reason said he was sending me a replacement gateway (I’m pretty sure he was high) and the replacement I got is dirty and smells so bad I don’t dare plug it in.
Omg, I’m about ready to ditch T-Mobile… I’m not going to try to retype the comment I had. These forums are so unstable that I keep getting errors on everything. Basically the same as their Home Internet offering. Every single evening, between 5-8pm, my connection becomes very erratic, and after multiple times of contacting support they can’t figure out how to fix it.
I just got Home Internet and am having all these same problems. I chatted with an “expert” who was no help at all. She told me that most likely I had a phone number that was already associated with someone else’s account and that I’d have to call to get it fixed. It really seems like you have to have a phone with T-Mobile in order to get anything to work, which is frustrating.For me, I tried several times to create an ID initially, but was constantly told the email was not recognized, so then I created a forum account and it told me to link my phone number, which gave me a Service Unavailable error (and I’ve found discussions about that going back a year, so they obviously can’t be bothered to fix it). So then during the chat I was sent a link, with basically no instructions, to a page where I finally found another link to enter my phone number. Doing that told me I already had an ID and to log in, so I did that and it just started going in a loop of telling me to log in, enter phone n
I’m seeing a lot of complaints about this, which does not give me a good feeling about switching to T-Mobile. For people that are only Home Internet customers, not matter what we do, we can’t create an account. One method of creating an account says it doesn’t recognize the email address, but then if you create a forum account and try to link the phone number you are give with the Home Internet account, it give the Service Unavailable error. This is really bad and they will end up losing customers because of it. It’s insane to me that so many people have reported this over the last year or so, including some people making many calls to customer service, and they still haven’t fixed the problem.
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