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no home internet service all day

  • 4 February 2023
  • 6 replies
  • 185 views

This is the worst internet service ever, I have had dial-up with faster speed than I get with this home internet from t-mobile.

I first got this in 2021 in August. Work fine without any issues. Exactly 1 year later (2022) I started having problems with speeds so low that web pages on my laptop wouldn't load, my 3 firesticks would not load at all and I couldn't watch TV on any of my firesticks. Speed is so low speedtest.net couldn't even do speed test. It gets a "download test error" or very low speed below 1. If I wanted to work from home, I couldn't because this service is not reliable.

Tonight (2/3/2023), I didn't start getting proper speed until after 8PM (cst). Now the day has gone.

I have spoke with several of their Techs and they can't do anything on their end to solve this problem. They tell me to do same things I've already done...turn off and turn back on, restart,  unplug, reset to factory settings...and none of that works.

I have had 2 replacements and this second one I'm on is crap as well.

Still now I can't get proper speed but now this goes on ALL DAY and I mean ALL DAY EVERY DAY. As of today, it's been 3 weeks straight all day every day. Speed doesn't pick up until late in the evening,  but by then it's time to go to bed and have not watched any of my shows. I'm paying for a service that I can't use until late evening, that's over half a day but I'm paying full price.

This is a serious issue and I can't pay for service I'm not receiving...Please fix this problem or I will forced to cancel! 

6 replies

V
Badge

Don’t bother demanding it to be fixed… I had this issue for 5-6 months and I finally gave up and switched to mediacom 1gbps. I now get average with Ethernet cable. 900mbps speedtest. 300-400mbps wifi. I am paying the same price for Mediacom that TMobile charges for their internet. lololololl

 

bocaboy2591
Userlevel 6
Badge +7

“Unhappy Home Internet”, the people at T-Mobile don't monitor this forum, so if you're having problems, which it certainly sounds like, you can only call Tech Support with your threat to cancel the service. Stating it on the forum will have no effect on T-Mobile trying to fix the problem.

To state the obvious, something has changed in your environment. Since you've tried a few different gateways, the problem is almost surely there is a change in the tower you were connecting to. Maybe it was relocated, maybe it's down for service, but I'd be willing to bet that’s the problem.

T-Mobile supplies a type of Internet called Fixed Wireless Internet (FWI) which is brand new. Most providers use a wire of some sort to deliver the signal. T-Mobile and Verizon use FWI which is totally dependent on the gateway being able to identify and stay connected to a cell tower. Maybe, if it's available, Verizon FWI would be a better choice for you since you seem to be in one of those areas where T-Mobile just can't deliver the signal.

I can hear you're very frustrated, especially since your service was good for one year. Your only other option is to keep escalating your problem to a Supervisor, then to their supervisor… you get the idea. Maybe that will finally get you an answer.

It shouldn't be this hard.

copz1998
Userlevel 5
Badge +9

I agree with Bocaboy2591, SOmething changed on your end or in your area. T-Mobile probably did not move their cell tower. Did you move or rotate your gateway? Did a contractor build new homes or buildings between you and your cell tower? Have you tried to unplug your gateway and move it to a different location in your house? Also, rotate it and test the speeds/metrics to see if you get a better signal because the antennas are located at the four corners of the gateway case. 

Good luck!

I am not a T-Mobile employee, but like helping others.
U
Badge

“Unhappy Home Internet”, the people at T-Mobile don't monitor this forum, so if you're having problems, which it certainly sounds like, you can only call Tech Support with your threat to cancel the service. Stating it on the forum will have no effect on T-Mobile trying to fix the problem.

To state the obvious, something has changed in your environment. Since you've tried a few different gateways, the problem is almost surely there is a change in the tower you were connecting to. Maybe it was relocated, maybe it's down for service, but I'd be willing to bet that’s the problem.

T-Mobile supplies a type of Internet called Fixed Wireless Internet (FWI) which is brand new. Most providers use a wire of some sort to deliver the signal. T-Mobile and Verizon use FWI which is totally dependent on the gateway being able to identify and stay connected to a cell tower. Maybe, if it's available, Verizon FWI would be a better choice for you since you seem to be in one of those areas where T-Mobile just can't deliver the signal.

I can hear you're very frustrated, especially since your service was good for one year. Your only other option is to keep escalating your problem to a Supervisor, then to their supervisor… you get the idea. Maybe that will finally get you an answer.

It shouldn't be this hard.

Thanks for your suggestions, but can't be down for service every single day all day. Around 7-8 o'clock a switch is flipped and I'm back in business. 

 

Thanks anyway! 

U
Badge

I agree with Bocaboy2591, SOmething changed on your end or in your area. T-Mobile probably did not move their cell tower. Did you move or rotate your gateway? Did a contractor build new homes or buildings between you and your cell tower? Have you tried to unplug your gateway and move it to a different location in your house? Also, rotate it and test the speeds/metrics to see if you get a better signal because the antennas are located at the four corners of the gateway case. 

Good luck!

Thank you, but no I don't know if new homes have been built in my area or exactly where the towers are located. 

Thanks again! 

L

You can check tower locations around you with https://www.speedtest.net/ookla-5g-map

 

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