Question

5G home internet keeps dropping

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264 replies

D

This is important issue.This happens with me too. I get great speeds but then this disconnect. Can happen couple tines per day. Its a pain to reboot it. I doubt this is a hearing issue because it does not get very hot. Rebooting would result in same heat status but it works fine immediately after reboot. i moved my spectrum service slowly over to the Tmobile service with increased devices and I think it has gotten worse so I actually think this is a Tmobile back end problem and they my even be rebooting theoretical system multiple times per day because it is overloaded. i do have another router connected but this makes no difference as everything disconnects. Not a signal problem as I always her 2-3 bar and have never seen it less than 2. The router communicates with tmobiles servers and this is causing a software freeze with disconnect???  If so they do need to fix it. (I have the newer silver round tower)

R

This service is so HORRIBLE!!! I can’t even cancel it. After factory resetting the gateway, I couldn’t get it to connect to the tower; even if it did, it would drop whenever any device connected to it. I called customer service to cancel. They asked me for a pin. I had never setup a pin. I had to go to a store where they promptly said they don’t take care of pins. I called back customer  service and a rep asked me to have the store identify myself and they will reset the pin. I visited the store again. This time my pin was reset. The rep on the phone said it will take 24 hours to process the return label, but there was none in my email after 24 hours. I called customer service again and they said they need to transfer me to the home internet line and I was on hold for over 30 mins. 

I am going to file a complaint with the FCC and also contact a law firm. This sort of treatment and product service is begging for a class action law suit.

B

For whatever it is worth, in the 10 days since I began power cycling my gateway every morning at a time when not having internet for 2-3 minutes is fine, I have not had it drop on me unexpectedly.

K

I’m having a problem with T-Mobile 5g home internet that has not been resolved despite many calls in to the help line.  I’ve had T-Mobile 5g home internet for almost a month now, and the short version is that every so often the gateway drops the network.  When I say “drop the network,” I mean to say it throws everything off of the Wifi that it’s broadcasting, and anything plugged in via ethernet says “no network found.  (To elaborate this point, cell phones switch to cellular data because wifi is gone for them, and computers hardwired into the gateway think that they are no longer plugged into anything.)  Turning off the gateway and turning it back on resolves the issue, but doesn’t prevent it from happening again.  Whatever is happening doesn’t seem to affect our connection speed/strength when the gateway IS providing signal to devices in the home, but due to the nature of our work, we need a connection that won’t just disconnect randomly.  

 

To address this, T-mobile has so far run a bunch of tests on their end, and seem to have ruled out a tower issue (which makes sense, as the tower shouldn’t have anything to do with whether or not the devices on the gateway’s wifi or ethernet connection get thrown off of the network.)  They’ve sent me a replacement gateway, which is experiencing the exact same problem (3 times in the last 36 hours, in fact).   I’ve noticed that the device gets pretty warm, so I set up a computer case fan as a cooler to force air through the device, thinking that perhaps it’s an issue with the device overheating.  However, while the gateway is notably cooler than it was without the fan, it has not prevented the issue from persisting.  The last thing that I can think to do (and my most recent attempt at resolving this issue) is to plug a router into the gateway via ethernet, and allow the router to handle the wifi/connections w/ devices in the house, and to disable wifi from the gateway all together.  Maybe the gateway is simply too overburdened with connections and gets somehow overwhelmed and shuts down, and having the router handle the “heavy lifting” of taking care of all of the individual device connections will resolve it?  I don’t have a great deal of faith that this will fix the issue (as the gateway also kicks ethernet things off of the network when it experiences this problem), but I’m running out of options/ideas of what to do in order to just get a stable, constant internet service.   

 

Is anybody else having this issue, has anybody resolved this issue, or does anybody have any advice or feedback regarding how I might get this resolved so that I can get back to having stable internet?

I am also having this issue.  I am on my third 5g Gateway, tried switching SIM cards, use a cooling fan and off-loaded the WiFi duties to a Netgear Nighthawk.  I get two to three bars and drop a few times a day.  I finally bought connection monitoring software and it reports that, when the network fails, “URL domain names are not being resolved but IP based traffic is still flowing over the connection”. It seems that, after a minute or two in this state, the box resets the connection resulting in a new IP address. Just figured I’d share that!

M

I’m having a problem with T-Mobile 5g home internet that has not been resolved despite many calls in to the help line.  I’ve had T-Mobile 5g home internet for almost a month now, and the short version is that every so often the gateway drops the network.  When I say “drop the network,” I mean to say it throws everything off of the Wifi that it’s broadcasting, and anything plugged in via ethernet says “no network found.  (To elaborate this point, cell phones switch to cellular data because wifi is gone for them, and computers hardwired into the gateway think that they are no longer plugged into anything.)  Turning off the gateway and turning it back on resolves the issue, but doesn’t prevent it from happening again.  Whatever is happening doesn’t seem to affect our connection speed/strength when the gateway IS providing signal to devices in the home, but due to the nature of our work, we need a connection that won’t just disconnect randomly.  

 

To address this, T-mobile has so far run a bunch of tests on their end, and seem to have ruled out a tower issue (which makes sense, as the tower shouldn’t have anything to do with whether or not the devices on the gateway’s wifi or ethernet connection get thrown off of the network.)  They’ve sent me a replacement gateway, which is experiencing the exact same problem (3 times in the last 36 hours, in fact).   I’ve noticed that the device gets pretty warm, so I set up a computer case fan as a cooler to force air through the device, thinking that perhaps it’s an issue with the device overheating.  However, while the gateway is notably cooler than it was without the fan, it has not prevented the issue from persisting.  The last thing that I can think to do (and my most recent attempt at resolving this issue) is to plug a router into the gateway via ethernet, and allow the router to handle the wifi/connections w/ devices in the house, and to disable wifi from the gateway all together.  Maybe the gateway is simply too overburdened with connections and gets somehow overwhelmed and shuts down, and having the router handle the “heavy lifting” of taking care of all of the individual device connections will resolve it?  I don’t have a great deal of faith that this will fix the issue (as the gateway also kicks ethernet things off of the network when it experiences this problem), but I’m running out of options/ideas of what to do in order to just get a stable, constant internet service.   

 

Is anybody else having this issue, has anybody resolved this issue, or does anybody have any advice or feedback regarding how I might get this resolved so that I can get back to having stable internet?

I am having the same problem. They have sent a new unit and it is doing the same exact thing. My tmobile disappears completely.  I tried everything as you have , no luck. I am ready to give up. Please let me know if you figured it out. Thanks.

B

Mine drops almost daily (sometimes more) and has consistently done so for 4 months now. I am on my third gateway and all devices are connected to a router which is plugged in to the gateway, so it only has the wired connection. Like everyone else in this thread, T-mobile support has given the same excused (tower maintenance). So far I have not found anything that prevents it, but restarting always solves it. So aggravating. I guess I’ll be moving back to Comcast soon. 

D

Mine drops too.  But it is more consistent and far cheaper than Spectrum. 

F

Same Same Same.

Nokia Gateway rural Little Rock.  Resetting the Gateway by turning off then on anywherre from 0 one day to 5 the next.  Download speeds: doing good to get 25-50.  Upload speeds: 1-2 at best.

This is a scam for sure and would wish for a breach of contract lawsuit.  Calling on phone for support ends up in another country with poor English skills and poor connection and does nothing when they ‘reset’ and ‘test’ everything.  It is horrible.  Then trying to sign up to be ‘next’ for a new 5G Gateway, I fill it in and the SUBMIT link is dead.  What a bunch of crap this is.  They actually call it high speed internet.

Now, Netflix loads to 25% and just sits there spinning and frozen and not moving past that: don’t know if that is on Netflix or TMobile Home Internet.  

Hurry up Elon Musk and get the darn Starlink in this area.

N
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Yeah, that’s what I figured. I’m amazed that so many people seem to have the same complaint but no one knows how to get T-Mobile to pay attention and fix it.

A
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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.

N
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@Lextor Yes, definitely a T-Mobile problem. I, too, switched from Verizon and got good speeds the first month. Rebooting the gateway doesn’t seem to fix the issue, however. And I have consistently had 5 bars. Calls to T-Mobile have been fruitless. 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.

L
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I too am having the problem. My one month old T-Mobile Home Internet device is repeatedly dropping its internet connection. Rebooting solves the problem…. temporarily. No overheating issues. Consistently strong reception (4 bars), and fast download speed (initially 359Mbs or higher, now 120Mbs to 325Mbs).

There is obviously a systemic problem here that need to be resolved. I switched from Verizon, and hoped for a better experience. Clearly, T- Mobile has its issues too.

N
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@Bushbond That’s an interesting observation. I’m not smart enough to know the answer. Nor do I know if it’s possible to turn off the 5G and just use 4G to see if that makes a difference in whether the connection drops. If anyone knows, please let me know and I’ll give it a try.

B

I am also having the same issue with WiFi dropping. What I have noticed is that when the secondary signal connects to the N41 or N71 bands. When my gateway is connected to the N71 band, the WiFi will stay connected for days or even weeks but when it connects to the N41 band it drops WiFi continuously. Not sure why this is significant and I don't know enough about this stuff but this is the only common thing that I have noticed. Could this have anything to do with the WiFi dropping?

M

Seems to be a thermal issue and needs to be fixed. Gateway reboot issue is still there. Can’t work on any social platform or website.

still waiting for the solution ;-(

M

Seems to be a thermal issue and needs to be fixed. Gateway reboot issue is still there. Can’t work on any social platform or website.

V

@jdt254 already linked to my overheating post.  Even with two cooling fans running when I was using the built-in wi-fi I would still lose my connection every few days.  Offloading the wi-fi to a dedicated router helped me get an 18 day uptime.  I think I managed to crash it last night with a solid upload and download running at the same time.  I’m also only getting a 4G connection.  If you’re getting 5G speeds it may run even hotter.  I would definitely switch to a dedicated wi-fi router though.  Rebooting twice a month is much better than rebooting twice a day.

Can you tell me exactly how you got this set up? I'd love to not have to reboot our gateway several times a day just to watch a YouTube video.

N
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Heat is not the problem in my case. The gateway is not hot. And I turned off the broadcasting on all SSIDs because I have it hooked up to another router by Ethernet cable, so the gateway only functions as a modem. Nevertheless, there are still multiple dropouts all day long.

N

If you think that heat is potentially an issue, a good first step may be to decrease the broadcast power. The default router setting of 3600 mW is a lot of power that you probably don’t need if you are just using inside a normal-sized home. I decreased my 2.4 Ghz and 5 Ghz transmission powers to 25%.

I just made the change, so we’ll see if that reduces the frequency at which I must reboot.

N
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Yes, very disheartening. My experience with customer service and “escalating” complaints to the engineering team has been completely unsatisfactory. There must be a way to get them to pay attention. When I have seen online reviews of the gateway I have contacted the reviewers to let them know of the problem but that has not resulted in any action. At some point, T-Mo will have to take action or customers will take their gateway “trashcans” and throw them in the trashcan.

A
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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”)

N
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My gateway internet dropped out at least 20 times yesterday, sometimes within minutes after it reconnected. T-Mo customer service said it’s because there is maintenance work going on at the cell tower I connect to and that it will take another several weeks to complete. I find it hard to believe this is the cause of repeated dropped connections that have been going on for over a month now. My phone service is fine, just the internet drops repeatedly using the gateway. There must be a better solution.

A
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it’s disheartening to see this has been happening for months to multiple users, and they act as if no one reported this to them if you call customer support

W

I've had my 5g home internet for Two  months now. When it is running properly,  I have download at 120-140 Mbs during wee hours of the morning and 40-50 Mbs during daytime.

WHEN IT IS RUNNING PROPERLY!

My complaint is performance is consistently inconsistent! Frequently performance drops to less than 1 Mbs. Then mysteriously starts working again. Lots of times this is unnoticed when browsing but since I took advantage of their special offer for Youtube TV, It becomes obvious when the streaming is constantly buffering or providing a fuzzy picture.

If T-mobile wants to succeed as an internet provider, they need to provide more consistent reliable service.

CONSISTENTLY,  INCONSISTENT DOESNT CUT IT!!! Occasionally poor is bad enough.

P

I watched this video last evening.  I watched it again this morning.  I placed my order on Amazon for the Dynalink.  I think this is the fix for me.

 

 

Has this worked?

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