So, we had the Tmobile modem(the 5g tower... black box) for a few weeks now... worked great at first but now it continues to shut down every few minutes and restart. If it does it long enough I have to completely redo the setup on the app. Has anyone ever had this happen?
Best answer by iTinkeralot
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What about simply finding another ISP? You have a monthly contract with TMO Home Internet and you can terminate it at any time. I think this would be a simpler solution your internet issues.
I've recently been having these issues as well & only had the black box for a month. I'm going to attempt to return it & get a new one. Hopefully I can & actually have it work properly. I've been pretty displeased with the quality of the box & service on the box so far.
We’ve had the same rebooting itself problems for over 2 months. On our 2nd modem, router whatever the hell you call it and they said I should get another one! Nope, going back to AT&T, this is totally unacceptable! AT&T offers a big discount on home internet for lower incomes anyway and since we’re retired and meet the lower income level, it’s a no brainer to switch.
Topic states solved but I see no solution? So, I was having the same issue, gateway rebooting on it’s own randomly a few times a day. Saw another topic and tried this.
If this is happening to you, do you have 2 or more WIFI networks setup? I did, and here’s what I did.
First one, was TMOBILE-GUEST and the second was TMOBILE-MAIN.
BOTH were setup as Freq Band as Automatic.
Fix was, I changed the GUEST to be 2.4 GHz and MAIN to 5 GHz.
Important things, like my work laptop and TV’s use MAIN and my kids/phones/computers use GUEST.
Not sure if some type if conflict was going on, but since doing this, I have had no problems with rebooting or loosing any connections.
Yes, I have always adjusted the channels used for both bands on my TP-Link router as auto threshold to change channels must be pretty high letting it sit in fairly congested channels. I moved them away from T-Mobile modem/router I determined from an app on my phones/tablets and turned off one band as well. Of course, cannot access wifi band channel settings in T-Mobile modem/router. I moved the T-MObile device back across the room at least 12’ from all electronics. Once it started rebooting issue it did not seem to matter much.
ok the third one didn't work out of the box. After a sim card switch it worked 3 hours before powering off recycle started again.
Hi my name is Scooter 2014
they've had a lot of troubles with the software on the newest unit it may need to be updated I would call 611 which is the hotline to get a hold of T-Mobile technical home internet cell phone SIM cards whatever kind of problems you're having they can get you the right department just think about it before you call but automated system ask for home internet if that's the problem you're having with rebooting it sounds like that's more likely just change out the unit and hopefully get one that's got the newer software in it the newer unit is called the Arcadia I think I said that right something close to that but they'll know on the phone they've had lots of troubles with the software problem it may be solved but sounds like it's not
I have had a Sagemcom 5G Home Modem for just over a week. For the first week it worked fine. I had it across the room on top of a cabinet with no other electronics in the area. I moved it to other side of the room in the corner with all my A/V equipment and next to my wifi router I am going to use instead of built in router where I cannot change or even see most of the settings. As soon as I did that the Sagemcom 5G Home Modem started randomly restarting and even reset once. Last night I moved Sagemcom 5G Home Modem back across the room and it was fine again. This am I placed Sagemcom 5G Home Modem lower in the same side of room in front of a window and moved my modem over to that side of room but up high on top of a cabinet. Ran an ethernet cable between the Sagemcom 5G Home Modem and my modem. So far so good. Through all of this the indicated signal on the Sagemcom 5G Home Modem has been Very Good.
Could this issue be RF interference?
So, we had the Tmobile modem(the 5g tower... black box) for a few weeks now... worked great at first but now it continues to shut down every few minutes and restart. If it does it long enough I have to completely redo the setup on the app. Has anyone ever had this happen?
It’s NOT the gateway, the power supply, lack of a fan, or any of the other bad advice being given. TMHI has a systemwide issue that started 2 days ago and support does NOT recognize that there is a problem. Read here and on reddit and you will see that users are trying to get TMO to fix this.
Yeah, I have been a T-mobile customer since 2004. I have been dealing with this for about a 6-8 months. The best solution is to change services to a company that has dedicated support to both the service AND hardware. T-mobile cannot fix this because they have nothing to do with the elements of the hardware to understand where the issue is. I company that is actively investigating an issue with hardware would have specialist that would also be able to diagnose an ongoing issue. T-mobile does not. T-mobile will take your money and make you deal with the headache. I’d advise to stop giving them money for the internet.
I will never recommend T-mobile to anyone ever again because of how stupid they treat me, and how much I have literally lost in funds because I work using the internet. My job and my company’s work is impossible to complete without constantly running internet system. The amount of issues I have had is more than I have had in almost 20 years of phone service. I’m leaving t-mobile. Bundle anywhere else there is a dedicated hardware team, not random phone people from any random place that have no clue what’s going on.
Right now, T-mobile’s priority is to expand customer-base, not fixing current customer issues. They have become arrogant as a structure. I am bundling with a completely different company, and moving my business to a more reliable network system.
T-mobile does not care about fixing this, otherwise they would have stopped using the current hardware they are using. But notice that all the complaints include being sent the same router over and over. That’s how stupid T-mobile treats us. T-mobile does not think its customers are intelligent. That we can be strung along.
If you want working internet just go to a company that has a solid system. This may come with a subscription but you’re paying for service so get service. Don’t pay for a reseting box that causes you stress.
Hi, we have tried to find all possible reasons for T-Mobile's T-Mobile Gateway Keeps Restarting and have tried to collate all technical fixes here to sort out the issue. I hope it helps you to fix the issue smoothly.
+3
The power adapter is not the problem in my case. I’m using the power adapter from the gateway that I return which restarted all the time. And the replacement gateway of mine is not restarting (YET).
I have had a Sagemcom 5G Home Modem for just over a week. For the first week it worked fine. I had it across the room on top of a cabinet with no other electronics in the area. I moved it to other side of the room in the corner with all my A/V equipment and next to my wifi router I am going to use instead of built in router where I cannot change or even see most of the settings. As soon as I did that the Sagemcom 5G Home Modem started randomly restarting and even reset once. Last night I moved Sagemcom 5G Home Modem back across the room and it was fine again. This am I placed Sagemcom 5G Home Modem lower in the same side of room in front of a window and moved my modem over to that side of room but up high on top of a cabinet. Ran an ethernet cable between the Sagemcom 5G Home Modem and my modem. So far so good. Through all of this the indicated signal on the Sagemcom 5G Home Modem has been Very Good.
Could this issue be RF interference?
Could be a recent firmware update.
Bad Firmware Update Bricks Over 30k T-Mobile Home Internet Modems
+8
Well, I guess time will tell. It sounds like it could have been the gateway itself. I would hope they are recording the serial numbers of such failures to determine if it was a manufacturing run or just a possible one off issue. There have been a number of reports of this nature which makes me think it may have been a possible batch of components in a build run. I suppose the might just ignore it and continue replacing on failure. A common industry practice.
Mine connects and works fine… for awhile… then reboots… not as bad as that update… but reading these comments it looks less like s/w and more like hardware issue of some sort…
Um. I’m an electrical engineer. I troubleshoot hardware for a living, at least until recently when I retired.
Brand new T-Mobile Gateway, the tall, square in cross-section one. Started seeing $RANDOM dropouts, once every couple of hours, as soon as the thing was put in use.
On day, happened to be in the office upstairs where the thing was placed, down went the internet. Looked over, screen says, “Powering Up”. There had been no power outages whatsoever. When it came back up, so did the internet.
Four hours later, lather, rinse, repeat. Called T-Mobile support. After the usual five minute wait, talked to a nice service rep.
Se said it was clearly a problem with the gateway. AND that that particular brand (the tall one) was known to have this problem. Drop shipped me a new one on a Friday, got it on this last Monday. Opened the box: Same rough shape (square in cross-section) but shorter than the original. Set it up. No more drop-outs.
Did have to swap the SIM card from the intermittent one to the new one, but that was it, beyond the usual setup follies.
Could be the power brick. But, speaking as a troubleshooter: I’ve seen hardware that does stuff like this. A fair number of reasons. Overtemperature on some device that causes excessive current draw; reset sensor whose voltage thresholds are too high/too low, so it causes a reset; bad parts in manufacturing that short out intermittently; and so on. I note that it took a while before it started doing this in my case, at least four or five hours. Most factories power up their equipment, sometimes in a heat tent, with the intent of detecting early failures. So this looks like a factory escapee: Should have been caught during testing, but worked long enough to ship.
There’s this general idea: One can do a lot of testing when one builds a product. Testing the circuit board, lot testing individual components, testing the assembled board before putting it in the box, testing the complete box after assembly (functional test), and, of course, heat tank testing. If one is getting 99%+ yields at a particular test step and there’s decent fault coverage, it’s often cost-effective to skip some tests and use others. This works if one’s suppliers provide low-fault batches of hardware; one pays more for that, but then gets to skip hiring people and mounting test stations, so it’s an interesting balance for the manufacturing engineer.
But there are pointy-haired bosses who just love skipping testing steps in the interests of low costs.. and this smells of that.
Im actually a network engineer of 10 years ( still in the field) other than the unit being bad/power brick these devices Ive found have issues in general with tech 4/5 years older. whenever I have issues its because im using my old laptop, if I dont use it or one of my old test pcs its completely fine with my 2023 laptop/desktop/ phone. super odd guessing its something to do with maybe non wifi 6 enabled devices or non 5ghz supported devices
OK I am using the silver/gray Nokia round router and also was having the same reboot issue.
after some research and after thought about how I set the unit up it realized I may have made a mistake optimizing it for gaming.
Unit worked fine for months, almost a year. Then I started having the reboots.
Basically I just went back to router set both 2.4 and 5 G local network to Auto channel select to eliminate any conflicts with any local area network devices. and then set both channel transmitting power to 75 %.
Seems to be working.
If the units are overheating reducing transmit power reduces heat generation.
Try it and let me know. I repost if anything changes.
Mine restarts roughly every six hours. New Arcadyan, the black box.
Left T-mobile internet, which worked great the whole first year we had it. Went to AT&T and now have free interment thanks to the Affordable Connectivity program (ACP) and no issues.
What's really weird is I had the Nokia gateway for two plus years with zero issues besides if network was down. I switched to sagecom 5866 and now have zero issues for over 2 weeks. Was told by tech support Nokia gateway had reboot /firmware issues pending Nokia to push them through. Had to call twice to get gateway replaced at local store cause call center would only send me what I was sending back(Nokia). Cx service call ed store because previous call history to reach out to local store for swap)Got 2 replacement Nokia gateways once it installed new firmware automatically same prob(1-2 hours) Now no issues and 4/5 bars as opposed to 3. Each 3 gateways they offer are better for certain geo locations. Just my experience
What's really weird is I had the Nokia gateway for two plus years with zero issues besides if network was down. I switched to sagecom 5866 and now have zero issues for over 2 weeks. Was told by tech support Nokia gateway had reboot /firmware issues pending Nokia to push them through. Had to call twice to get gateway replaced at local store cause call center would only send me what I was sending back(Nokia). Cx service call ed store because previous call history to reach out to local store for swap)Got 2 replacement Nokia gateways once it installed new firmware automatically same prob(1-2 hours) Now no issues and 4/5 bars as opposed to 3. Each 3 gateways they offer are better for certain geo locations. Just my experience
Sagecom device is better for my area if you have the silver cylinder (Nokia) switch it to the other 2 options. You have to probably call to get replacement , they couldn't send out other options for sure. I work from home and told them I need to go to store to exchange for other style box since this is how I support my family. Work from home. Rep set it up and exchanged box for different brand waived activation fee and I'm up and running. Different brand boxes might work better in your area
In my opinion could be wrong the issue of reboot with Nokia (grey/silver cylinder) was due to overheating. It would get hot. Seen people wire USB c fans to the top to draw heat away. But sagecom unit seems to stay to cool
This is speeds with sagecomm gateway 4/5 bars in my area
We have had our T-Mobile 5G gateway about 2 weeks. Today I noticed the spontaneous restart for the first time. We lost network connection and because that was a common occurrence with our previous provider I didn't pay much attention. A while later I noticed the uptime was about 2 hours when it should have been several days. I'll keep an eye on it.
There are problems with the app. It does not show the uptime as near as I can tell. But if you load the IP address of the gateway in a web browser you can get that information. Uptime displayed in the app would be helpful. It would also be nice for the gateway to log events like restarts and other messages then show the log entries in the app.
We'll see how this goes. Hopefully the event today was an exception and not an indication of things to come.
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