I've had 5G home internet service for about two months, after two weeks it started acting up. For about five times a day all my devices connected to the Arcadyan KVD21 gateway lose internet yet stay connected to wifi, I've tried everything! Do I need to replace my gateway? Very frustrating.
I've had 5G home internet service for about two months, after two weeks it started acting up. For about five times a day all my devices connected to the Arcadyan KVD21 gateway lose internet yet stay connected to wifi, I've tried everything! Do I need to replace my gateway? Very frustrating.
HAS ANYONE FOUND A RESOLUTION TO THIS ISSUE? I AM HAVING IT ALSO AND TECH SUPPORT CANT HELP AT ALL. It started the day after the 15 day trial perion and now I cant get the internet to work at all on any device. My PC wont work, my iPhones wont work, my wifi smart plugs wont work etc. Although the Gateway says my connection is EXCELLENT
My internet wifi tmobil home es basura .Ya que no tengo lo que ellos dicen que es de 500-mbps.Y lo que tengo es download 69-Mbps.y de Upload es de 20.87Mbps.Es solamente es una Mafia para conseguir clientes.No han resolvido el problema de la senal del sistema.Wifi tmobil home internet.Ate--Tito cuevas de New York
We tried the 5G TMobile Internet for a month free trial in August 2023. We got 3 bars which apparently is “good”, and for our use was fine, we have 1 streaming device, 2 computers 2 phones, don’t stream the world all day, do need reliable service though for Zooms, etc.
The first month was great, so we dumped our previous internet provider, who wanted to increase our rates yet again, promising shiny more bigger better faster bandwidth than we would ever use. Little did we know.
Now its November, and for the last 3 weeks our internet service has been slowly getting worse, to the extent where the connection drops constantly, several times an hour, which has disrupted work zoom calls, and daily convenience. It has dropped twice while typing this reply.
Signal is down to 2 bars no matter where we place the gateway. We feel we have been conned by a bait and switch scheme, and are being used by TMobile as guinea pigs, paying for a substandard service while we pay for their 5G upgrades.
Its not going to continue like this. We told TMobile customer service we wont pay for substandard service, and we would be going back to our previous provider, despite the additional cost, because at least we received what we paid for.
All of these obscene profit making tech companies treat customers like they’re stupid. Most people don’t care, they just pay through the nose, ignorant of the grift. We work in tech, I’m calling on 5G until these companies step up and fulfill the hyped claims. My iphone doesn’t even register 5G most of the time and we live in Los Angeles
Like so many others, same situation. TM just doesn’t care. Just cross your fingers you get another option for internet access soon, or bite the bullet and pay for Starlink if there is nothing else. Here are my stats today. They insist nothing is wrong….
I had finally had enough getting 5-6 keep connect resets a day, Tech support remotely checked out everything as ok, we did a factory reset didn't help so went into the store to return in their words the "silver garbage can" and replace it with the Sagemcom Fast 5688W Gateway. Signal strength was much better and no more keep connect resets. Problem solved.
Still an issue. Like most here I had decent internet for months, and now for about the last month it just drops randomly. Usually not for long, but consistently at least once an hour some times more. It’s not “throttling” as I work most the day and honestly barely use my home internet that much, why I tried to get the cheapest plan I could with this.
As others have said I guess it’s just too many people in my area buying the plan, either for home internet or phones. There are a lot of apartments in my area, so a lot of people around a small area. Though I will say there are 3 towers within sight of each other in my area, so it’s pretty sad they are still over loaded, and Tmobile keeps selling more plans.
Support is nice, but generally unhelpful. You get told to turn it on and off, factory reset. They do a little “test” on their end, say every thing is fine and shrug. It’s almost always considered “your fault” some how, despite the gateway being in the same location for a year or more, it’s now suddenly a bad spot. It is also winter in my area, I highly doubt it’s over heating all the sudden when it worked fine in the summer where it was 90 degree’s or more in my room.
I just almost wish it was slow speeds, as I said I don’t use it for much. But the dropped connections really mess with even just browsing web pages and they constantly fail to load. Let alone watching movies or anything like that.
The problem is that this is a wireless connection and not a normal land connection like fiber optics. It all lies in the security protocol where they are using a dynamic IP address which assigned to you by your internet service provider (T-Mobile) and is subject to change. This means that your IP address can and will change each time you connect to the internet, or while you are connected which causes the issue. This makes it a bit harder for criminal hackers to monitor your online habits. Until they switch over to a static IP this issue will continue to happen. Nothing you do on your end will solve the problem as you will see by reading the other posts.
I've had 5G home internet service for about two months, after two weeks it started acting up. For about five times a day all my devices connected to the Arcadyan KVD21 gateway lose internet yet stay connected to wifi, I've tried everything! Do I need to replace my gateway? Very frustrating.
I have same issues. Have had router replaced 2x. No change.
My home internet started out good for about 6 months, then in the summer it was weaker I guess because of trees/leaves and other interference . Moved the modem around the home to get the best signal. Then after the summer it would always work good in the morning until about 2:25 each day then the kids from other households(no kids in my household anymore) would come home from school and it would disconnect for 20 minutes and then be spotty until 5pm. Called support several times. They finally admitted to a congestion issue that would be solved “soon” which was three months… The bottom line is tmobile is signing up too many customers which drove me to leave. Back to cable and somehow at half the cost for two years. BUT kudos to tmobile and other companies for providing competition to cable to drive down prices.
Custom service was always polite and but if tmobile is signing up too many people then it is pointless service.
Started happening for me on the Nokia after their latest “stability” update. Does T-Mobile actually have proper engineers that know how to test? The trash 1.2204.01.0101 update ruined my connection and made my time-consuming antenna installation useless. It now seems to connect to the tower with the worst signal. Really, you want to connect to a tower with a -119 RSSI / -2 SNR instead of the one that I was connecting to before with a -97 RSSI / 15 SNR. Idiots.
Awful company run by incompetents. Just about ready to jump ship to Starlink. Haven’t heard stories with this degree of absurdity from their customers.
And I absolutely hate the gaslighting of customers with tower upgrade nonsense. I’ve completely given up on contacting customer support because I already know what they are going to say.
My connection was generally good until yesterday. Tech support have not been able to help, in part because my calls (through a T-Mobile MNVO keep getting dropped). To me this suggests problems with the tower--but what do I know? One tech asked me to do a factory reset (no luck). Another tech on a subsequent call asked for my IMEI and said that they did something, though it didn’t work either. I just tested my Up/Down on OOKlA 18 Mbps down and 24 Mbps up.
I am in the San Fernando Valley, so overheating could be an issue, but the problem began in the evening and when I had WiFi turned off via script.
I got a 120 MM fan that has rubber feet for a stand, and then used hot glue to stick the modem to it. (Look up Marame 120mm 5v USB Powered Fan with Speed Controller on Amazon for something similar) they’re out of stock on the one I bought two years ago). And I got a USB-A to C adapter and plugged it into the back of my trashcan for power. Still working after two years, can turn it from low to high on a hot day, still quiet on medium or low. And I don’t need an extra power cable. Oh, and my trashcan hasn’t crashed that I know of anymore two times I can remember, I often get 45+ days of uptime on the thing before dns resolving starts to slow down.
I guess all the unstable speed issue is related to tmobile’s depriorization on home internet (Per tmobile website).
My home is close to tmobile tower, and I can consistently see 500mbps on download, and 100mbps on upload most time of the day. However it happens at random time of the day and every day that the download is degraded to less than 1mbps download. When this happens, I reboot the gateway manually, it still does not help after reboot. The issue cleared itself up after 1 hour.
Good explanation is that home internet cell site is congested and tmobile home internet is deprioritized to get very little radio resources.
I'm having the same problem. I'll try some of the suggestions here but if things don't get better soon, I'll be looking for a more robust solution. But, I really like the speed when it is actually connected. Currently we are getting dropped about once a day.
On the “T-Mobile Internet” app, you can remotely restart your modem from there. You can also view all devices connected to the modem and their signal strength. Sometime restarting/rebooting the troublesome devices (TV, security system(s), other Wi-Fi devices) can also re-initiate a good signal connection. This may also help?
It worked great for 4 months now I can't even watch a movie. The only thing I have hooked up to my internet is my tv. What a joke.
My Nokia. Activated 16 days ago. Speeds up to 650 during the 15 day trial. Now 1.5 unless I keep resetting. Speed goes up to 200 after reset. It’s like they are giving people on the 15 day trial the fastest speeds. Wish I didn’t disconnect my slow but reliable DSL.
It looks like the stores are no longer stocking Nokia 5g gateway. I spoke with another representative and said the tower is going to get a capacity upgrade 4Q2022. There is a capacity issue at the tower at the moment.
According to my Sagecom Gateway, I only have access to the N71 band (low band low capacity) connection.
I assume if and whey they upgrade, Tmo will add the N41 band (mid band higher capacity). Is everyone experiencing the frequent drops only connecting to the N71 5G band?
Same issue on N41.
Update 2/23/23: installed a Keep Connect 1/19/23. Since then 16 resets. Of those 1 DNS failure, 2 TCP/TLS connection failures and the rest Unknown loss of internet. Resets have been at random times day and night. At least now we don't have to manually reset the gateway and therefore don't notice it.
How to find which band we are connected to on our modem? “Thanks.”
On the TMO Internet App, go to More then Advanced Cellular Metrics, 5G. Your band will be at the bottom.
Thank you for your reply and knowledge. 😉
It does show we are using band “b66.” Guess we’re using the best available for our area?
Go to cellmapper .net and find towers in your area.
Alternatively, place the gateway at different windows to try getting N41.
Will do. “Thank you again.” 😉
It looks like the stores are no longer stocking Nokia 5g gateway. I spoke with another representative and said the tower is going to get a capacity upgrade 4Q2022. There is a capacity issue at the tower at the moment.
According to my Sagecom Gateway, I only have access to the N71 band (low band low capacity) connection.
I assume if and whey they upgrade, Tmo will add the N41 band (mid band higher capacity). Is everyone experiencing the frequent drops only connecting to the N71 5G band?
Same issue on N41.
Update 2/23/23: installed a Keep Connect 1/19/23. Since then 16 resets. Of those 1 DNS failure, 2 TCP/TLS connection failures and the rest Unknown loss of internet. Resets have been at random times day and night. At least now we don't have to manually reset the gateway and therefore don't notice it.
How to find which band we are connected to on our modem? “Thanks.”
On the TMO Internet App, go to More then Advanced Cellular Metrics, 5G. Your band will be at the bottom.
Thank you for your reply and knowledge. 😉
It does show we are using band “b66.” Guess we’re using the best available for our area?
Go to cellmapper .net and find towers in your area.
Alternatively, place the gateway at different windows to try getting N41.
It looks like the stores are no longer stocking Nokia 5g gateway. I spoke with another representative and said the tower is going to get a capacity upgrade 4Q2022. There is a capacity issue at the tower at the moment.
According to my Sagecom Gateway, I only have access to the N71 band (low band low capacity) connection.
I assume if and whey they upgrade, Tmo will add the N41 band (mid band higher capacity). Is everyone experiencing the frequent drops only connecting to the N71 5G band?
Same issue on N41.
Update 2/23/23: installed a Keep Connect 1/19/23. Since then 16 resets. Of those 1 DNS failure, 2 TCP/TLS connection failures and the rest Unknown loss of internet. Resets have been at random times day and night. At least now we don't have to manually reset the gateway and therefore don't notice it.
How to find which band we are connected to on our modem? “Thanks.”
On the TMO Internet App, go to More then Advanced Cellular Metrics, 5G. Your band will be at the bottom.
Thank you for your reply and knowledge. 😉
It does show we are using band “b66.” Guess we’re using the best available for our area?
It looks like the stores are no longer stocking Nokia 5g gateway. I spoke with another representative and said the tower is going to get a capacity upgrade 4Q2022. There is a capacity issue at the tower at the moment.
According to my Sagecom Gateway, I only have access to the N71 band (low band low capacity) connection.
I assume if and whey they upgrade, Tmo will add the N41 band (mid band higher capacity). Is everyone experiencing the frequent drops only connecting to the N71 5G band?
Same issue on N41.
Update 2/23/23: installed a Keep Connect 1/19/23. Since then 16 resets. Of those 1 DNS failure, 2 TCP/TLS connection failures and the rest Unknown loss of internet. Resets have been at random times day and night. At least now we don't have to manually reset the gateway and therefore don't notice it.
How to find which band we are connected to on our modem? “Thanks.”
On the TMO Internet App, go to More then Advanced Cellular Metrics, 5G. Your band will be at the bottom.
Thank you for your reply and knowledge. 😉
It looks like the stores are no longer stocking Nokia 5g gateway. I spoke with another representative and said the tower is going to get a capacity upgrade 4Q2022. There is a capacity issue at the tower at the moment.
According to my Sagecom Gateway, I only have access to the N71 band (low band low capacity) connection.
I assume if and whey they upgrade, Tmo will add the N41 band (mid band higher capacity). Is everyone experiencing the frequent drops only connecting to the N71 5G band?
Same issue on N41.
Update 2/23/23: installed a Keep Connect 1/19/23. Since then 16 resets. Of those 1 DNS failure, 2 TCP/TLS connection failures and the rest Unknown loss of internet. Resets have been at random times day and night. At least now we don't have to manually reset the gateway and therefore don't notice it.
How to find which band we are connected to on our modem? “Thanks.”
On the TMO Internet App, go to More then Advanced Cellular Metrics, 5G. Your band will be at the bottom.
It looks like the stores are no longer stocking Nokia 5g gateway. I spoke with another representative and said the tower is going to get a capacity upgrade 4Q2022. There is a capacity issue at the tower at the moment.
According to my Sagecom Gateway, I only have access to the N71 band (low band low capacity) connection.
I assume if and whey they upgrade, Tmo will add the N41 band (mid band higher capacity). Is everyone experiencing the frequent drops only connecting to the N71 5G band?
Same issue on N41.
Update 2/23/23: installed a Keep Connect 1/19/23. Since then 16 resets. Of those 1 DNS failure, 2 TCP/TLS connection failures and the rest Unknown loss of internet. Resets have been at random times day and night. At least now we don't have to manually reset the gateway and therefore don't notice it.
How to find which band we are connected to on our modem? “Thanks.”
This happens. I started off with Metro and went to T-Mobile but all together 8 months. Unfortunately, this will happen due to the fact that software engineers are working remotely to keep their towers in check. I will get what you experiencing 1 or 2 days every 2-3 weeks and sometimes the episode will last under an hour or longer. I’m still happy with the move I made. It still beats my former cable provider.
It looks like the stores are no longer stocking Nokia 5g gateway. I spoke with another representative and said the tower is going to get a capacity upgrade 4Q2022. There is a capacity issue at the tower at the moment.
According to my Sagecom Gateway, I only have access to the N71 band (low band low capacity) connection.
I assume if and whey they upgrade, Tmo will add the N41 band (mid band higher capacity). Is everyone experiencing the frequent drops only connecting to the N71 5G band?
Same issue on N41.
Update 2/23/23: installed a Keep Connect 1/19/23. Since then 16 resets. Of those 1 DNS failure, 2 TCP/TLS connection failures and the rest Unknown loss of internet. Resets have been at random times day and night. At least now we don't have to manually reset the gateway and therefore don't notice it.
This started happening to me back in July. I ultimately had to cancel my T-Mobile home Internet because it just wasn’t working for us. It was nearly flawless for the first seven or eight months of service. Easily over 300 Mbps for all of our (20+) devices. It was a dream replacement for our cable Internet that was just getting more and more expensive. However, no Internet just doesn’t work, so we replaced it with Verizon 4G LTE which is admittedly MUCH slower. Slower, but reliable and always present. That works for us. I am very sad that T-Mobile quit on us. It was great while it lasted. I think that our usage got us bumped off. We routinely used in excess of 1,600 Gb of data monthly. Interestingly, though, during this time our phone’s 5G failed to provide Internet for us. To get an Internet connection with our phones, we needed to downgrade to LTE. 5G would connect, but it wouldn’t provide ANY Internet access. That is clearly unacceptable for a home Internet solution.
This continuing modem dropping issue is very frustrating especially when we’re out traveling and our security system isn’t functioning. The only way to get it back up and operating is to unplug the modem, wait for a few minutes and then plug it back in. Should this continue, we’ll be closing our “T-Mobile” account as well. We can’t afford to have our security and monitoring systems compromised.
We are experiencing the same for 3 months worked perfectly and then keeps dropping the internet connection and it got worse with the new gateway. However my cell phone connection is very strong so I have been using a hotspot created with my phone. But I think that I am going to look for different provider.
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