5G home internet keeps dropping

Have the newer 5G home gateway. It was fine for a few months, the last few months it has been un-reliable. internet connectivity just drops (not slow, drops 100%).  This is not just the gateway by cell data on my phones also dies at the same time!   Multiple calls into T-mobile, technical tickets and promises of call backs, nothing.  Everyone should file an FCC complaint: https://consumercomplaints.fcc.gov/

I have tried all of the solutions on this thread and none worked. Eventually after many tries at calling, I got a local center out of California. They put in a “trouble ticket” to have an engineer go check out the tower (less than a mile a way).  Whatever they did, it worked.  No problems since.  I’ve put in several calls to find out what exactly was done so I know how to raise it if it happens again, but despite taking messages no one has called me back.  I would recommend using the key phrase “trouble ticket” and ask them to open one up and check the tower.  Hope this helps.  Happy to answer questions.

I had run into this issue. After much research and fiddling with the gateway placement, I discovered some things. The gateway would drop connection at night, in the middle of the night. I have it placed near a window, but I have vertical blinds that I draw at night. The connection seems to be extremely sensitive to the placement of the gateway in my area, and I started checking the advanced cellular metrics as I played with different placement of the gateway. I figured out that some of the parameters would change from “poor” to “good” just by a few inches difference in the placement, and closing the blinds would affect the parameters even further. What I think was happening is that at night when the blinds were drawn, certain cellular parameters became very “poor” and the connection was dropped. I’m hoping I have fixed this by keeping the blinds slightly open a night. We will see. 

So they seem to have refunded me $200.00 for the 4 months (we shall see if that really happens).  Frustration dropping just have to make sure xfinity does not gouge me LOL:) Oh finally run don’t walk from the tmobile gate way it is a peice of junk with unknown issues.  If they could not fix it in 4 months of service calls and untrue statement they never will “Run you fools!!!!!:) (as Gandalf said in the lord of the Rings LOL:) The Ronin

Fellas, the answer is very simple they have no idea what they are doing with  the internet pacakage F troop here.  Go else where they are charging and not providing the service  Get your money back and move on:)  I tried all of the things mentioned and in each case at the endof the apologies and we will make this right verbiage they never called back with a satisfactory resolution or corective action that allowed me to simply enjoy the service.  My conclusion based on this is that they have no idea how to fix the problem and are accepting my monthly payment for their gateway internet service which nevre provided service for a complete month.  it was good for a week then bad for two weeks etc...

I am experiencing the disconnect issue.  I have great service when it is online, but at random intervals, it loses connection to the internet.  I have it just as my ISP as I use a mesh router for my house.  I have the 5ghz wifi enabled, but nothing is connected via wireless.  Service drops and typically all I have to do is reboot router via the app and it comes right back.  Occasionally I have to do 2 reboots of the router.  I made the switch from ATT as the only provider in my area could only provide 25mb down and 1-2mb up via their uverse dsl.  Hoping to see a firmware update on this, but looking at the history of the post doesn’t give me a lot of confidence.  I am on the black round gateway with firmware SGJi10105-1.1.52.  Router sits in a ~72 degree room with plenty of airspace around it.  Curious of the firmware version of others on here.

Ok so far problem seems solved I called tmobile and talk to tech they sent me out another tower.  This time I didn't switch out the Sim cards but called t mobile and had them configure the Sim card that came with the unit so far so good almost a week without a rest 

I run 2 cameras off it. 2 phones 2 tablets and stream on 2 different tvs at the same time when the service works it works great.  But having to reset every day sometimes now 2 to 3 times a day gets a little annoying 

Have had the device two days and it works great! :) To the point that I have cancelled xfinity internet. Not a great test period, agreed, but ….
 

Seem to have the latest black box, looks new, 4 bars signal strength. Good cell phone signal strength out and about in the neighborhood. We also recently switched cell service from Verizon to T-Mobile.

Speed test varies a bit with the box but generally can get up to 200-300 plus, download.

However, with a boatload of computer hardware/software diagnosing experience in hand, I will not spend a lot of time working with support if I start developing drops, I will just dump the service and go crawling back to Comcast. 

I’m also desperately trying to move away from Xfinity and was so excited to get the email that T-Mobile Home Internet was finally available at my address.  Immediately set up the equipment after delivery, and was happy to see that with the gateway in an upstairs window, I get five full bars of connection on my gateway.  But, even though I’ve only had the service for two days, I think I’m going to have to return it.  I’m getting the same performance issues everyone else is - in the morning 7:00-ish, I can’t even get a wireless connection on any device.  Then twenty minutes later I’ll test it at 300 Mbps download.  Ten minutes later it’s back to .2 (yes, point 2) Mbps download.  All of this is with “Excellent” or “Very Good” connections on the gateway.  This is unusable as I work from home.  I also called Tech support, who told me I have two towers close-by and that they may be working on them right now.  Sounds like everyone on this thread may all coincidentally have people working on their towers right now.  The connection is faster and more consistent in the night, but unfortunately I use it most during the day.  Too bad...I REALLY wanted this to work.  I’ll try it again in another year.  Until then it’s back to high prices at Comcast.

I have had TM internet for over a year now.  I had maybe 1 connection drop in the first 6 months.  Then it got to be a twice a month occurrence, now it’s 5-6 times a day.  At least I know now it’s not just my service.  Hopefully it’s either gateway design or firmware issue that they can get this worked out.   

I was having the router drop the cellular connection, while showing good signal, sometimes three times a day, often during a telework meeting.  I began tracking how often I power cycled the hotspot.  I had two occurrences on 6/3/22, singles on 6/5, 6/10, 6/18, and 6/20.  And then as of 6/22 this problem cleared up.  I'm in Houston TX, in case T-Mobile fixed by infrastructure instead of firmware update.