Solved

Home internet modem keeps powering down and restarting

  • 31 October 2022
  • 61 replies
  • 28361 views

Badge

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?

icon

Best answer by iTinkeralot 7 November 2022, 18:50

View original

61 replies

Badge

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.

Userlevel 3
Badge +4

@MikeyD28655,  “I guess I’m going to have to hunt down the ceo myself and corner him on one of his visits and ask him what the hell. We are tired of spending money on his garbage for it not to work properly and that he is not going to walk away from this.”

 

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.

Badge

As with others here, My nokia gateway (the trashcan model..and on my 2nd one already rebooting randomly and losing wifi. same as the previous), I am sick and tired of the bs and policies that say I can’t switch to another gateway nor can I speak to or even email the ceo of these issues. I guess I’m going to have to hunt down the ceo myself and corner him on one of his visits and ask him what the hell. We are tired of spending money on his garbage for it not to work properly and that he is not going to walk away from this. People are way past being tired of ceo’s getting away with cheating people. I think we all deserve at least a years free service at this point not to mention t-mobile’s tech dept knows little to nothing about gateways nor networking. Also, a class action would get some attention as well.

Mine restarts roughly every six hours. New Arcadyan, the black box. 

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.

The gateway worked great for the first two days but now it just shuts off and stays off without any warning. This seems to be a common complaint, has anyone had good luck with these? 

On these cell metrics. With my

Nokia gateway before sagecomm my sinr was 4 or blank. 

This is speeds with sagecomm gateway 4/5 bars in my 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

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

 

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 

Badge

Same issue.. modem worked fine for a little over two months. Now restarts every 5 minutes or less disrupting service for about 3 minutes each time.. forget about using any streaming services…. local store (Collierville, TN) told me to kick rocks when I asked if I could exchange the gateway, sim, or power adapter. Said had to deal with corporate for all issues. I contacted support to request a replacement and was told they would call me in some days about sending one out… (why not order it then?)… I googled and saw that support is apparently encouraged to delay customers from calling back to protect the support staffs’ performance stats… so I’m doubtful I’ll be getting a replacement modem.. meantime I’m basically without service.  At this point I’m leaning towards canceling, then signing back up so I can get a fresh modem.. if I have issue with that I’ll dump tmobile phone/internet and take my business elsewhere. It’s nothing personal, I just need a service that works.. and I can’t wait forever to get bad hardware replaced.  

Badge

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. 

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.

Badge

The other problem with t-mobile is if you have Hulu Live.  T-Mobile doesn’t work with it because it uses dynamic IP addresses, you need a static IP for it to work. T-Mobile Hulu Live uses your location by IP address and when T-Mobile changes it with these reboots you lose the Live feature.  Done with T-Mobile internet. 

Thanks for this thread, I have only had the Sagemcom for less than a week and it suddenly started rebooting itself every 15-30 minutes based on the alerts I was getting off the firewall.  (Just note, I am still running dual WAN between Cable and T-Mobile Home Internet. So that’s why I can still email myself alerts off the firewall.)

I decided to give it a whirl and switch out the stock power adapter to my Anker USB-C (up to 100 watts) adapter I use with my laptops. The stock one says it is 15 watts.  The cycle of rebooting for me stopped.  After a few hours, I switched it over to a leftover Chromebook USB-C wall adapter that is good for 45 watts.  No hiccups or issues after a few more hours that I’ve seen thus far.  

I’ll edit / post an update if anything else comes up, but the recommended solution definitely was worth a try for me. 

 

  

This worked for me.  I had another Samsung 45w charger laying around, and used it for the Sage, and it has fixed the reboot issues it was doing!  I am assuming the adapter is not giving enough power for the amount of bandwidth we are demanding on the units.  I’ve seen this before with a portable mifi and this fixed it too.  

Badge

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.

I am on my 3rd gateway in less than 2 months.

I am so angry wasting my time going to the T-Mobile store. I have 3 young kids and a 8 month pregnant wife.

Why can't this crap just work. I have never experienced this many problems with anything in my whole life and I'm almost 50!!! 

TMobile please get your sh#t together asap.

One more chance this one fails I am throwing it through the window of my TMobile store.

I got the T-Mobile black tower home internet box a week ago and am having the same problem where it restarts multiple times a day.

I wrote a powershell script that uses SpeedTest by Ookla’s command line interface (https://www.speedtest.net/apps/cli) to test the connection as well as the download and upload speeds every 2 minutes. Using this script I noticed that before every restart the speeds starting slowing down considerably. This is the exact same thing that happens on some of my Android TV boxes when they start overheating. Which leads me to believe that it is an overheating issue here as well. Even though the tower doesn’t really feel hot, there may be something in the firmware or hardware that considers a very low temperature to be an overheating issue, and triggers a reboot.

At any rate I put a fan right next to the box and since then it restarts far less. It still does restart occasionally, which is not good, but it seems to help a lot.

Hopefully they will come up with a firmware or hardware upgrade that fixes this soon.

 

Here is a snippet of my script output that shows what I mean.

Date Time DownloadSpeed UploadSpeed PacketsLost Network

2023-04-28 00:34:04  349.39  26.84  0  T-Mobile USA
2023-04-28 00:36:04  413.75  35.93  0  T-Mobile USA
2023-04-28 00:38:04  383.65  32.87  0  T-Mobile USA
2023-04-28 00:40:04  83.70  9.90  0  T-Mobile USA
2023-04-28 00:42:04  49.53  10.37  0  T-Mobile USA
2023-04-28 00:44:04  85.79  7.78  0  T-Mobile USA
2023-04-28 00:46:04  76.48  13.91  0  T-Mobile USA
2023-04-28 00:48:04  0.00  0.00  0                               This is where it was restarting.
2023-04-28 00:50:04  448.74  30.52  0  T-Mobile USA
2023-04-28 00:52:04  410.20  31.71  0  T-Mobile USA
2023-04-28 00:54:04  341.53  33.74  0  T-Mobile USA

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

Same problems here.  I had mine for months with no problem, fast, no rebooting.  Then a couple of months ago it started rebooting once sometimes twice a day.  Called and got a replacement NOK silver cylinder tower.  It wasn’t too long that the second unit started rebooting.  Then on a day where it rebooted 5 times while I was WFH, the rep said they were working on my tower and that it was a one day maintenance.  Several days later after more rebooting, I called back and the rep said that the maintenance was scheduled for 2 months and would end the next Friday.  Don’t know why one rep said one day and the other said 2 months.  But they also sent me a new power adapter to try.  So I limp along til that Friday, and it was still rebooting.  Got the new plug and installed and after the maintenance is supposedly done, its still rebooting when I look at it wrong.  Yesterday though I worked all day and didn’t notice any rebooting.  I start watching HBO Max and 3 times in 20 minutes it rebooted.  Switched to Netflix and watched an entire movie with no issue.  I only have 2 bars signal strength because I’m 2 miles from the closest tower.  But I have no other option except to pay thousands of dollars to get the cable company to extend to my home.

I have had my home Internet maybe 3 weeks. Was good was fine. Now it's a freaking nightmare.

I cannot even listen to a song online because it will reboot itself before the song can finish.

So what is that every 3 minutes or so.

I plan on immediately returning it but it started the night before Easter. No where to go no one to call.

This is worse Internet experience of my life and I had dial up. Thanks T-Mumble 

And they are trying to charge me more for some reason.

Bye losers.

Mine restarts daily, and has since we got the service a couple months ago.  Tmobile just sent a replacement 5g home internet router, but no replacement power adapter, and it’s still doing it daily.  I highly doubt it’s the power adapter since it’s consistently once daily.  I’d say in my case this is more of a tmobile network issue than anything, and judging on the reports it’s been affecting a lot of their customers, but rather than dig into the issue, it’s simpler, but not cost effective, for them to just keep swapping out used equipment to all their customers.  I may just change isp’s and be done with it than fight it.  

Experiencing the same issue with random cut off and powering back up. I have the ark kvd21 black. Every other hour. Very inconvenient

I just traded the Nok 5g21 gray in for this but had less problems from the gray.

Reply