Question

I'M GOING TO VERIZON AFTER 21 YEARS ...GATEWAY IS THE WORST MISTAKE EVER

  • 20 May 2022
  • 6 replies
  • 331 views

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WHERE DO I START???? I was so excited on FEBRUARY 2ND 2022 to install the Tmobile home internet Gateway. It was supposed to take 15 minutes...it ended up being 8 hours to get it to work correctly I should have known right there that this was a giant mistake when the tower they sent had a bad modem chip! I had to go to the nearest tmobile which is 30 minutes away wait 45 minutes to be waited on to get the new one (because they didnt want to inconvenience me) got home 30 minutes later to spend several more hours to get it to work. A MONTH LATER...NO INTERNET..ANOTHER MODEM ISSUE..it was call after call to INDIA where no-one can speak to you about the issue because they are to busy reading from their book of what to say and just keep talking over you the entire time. Sooooo I wait the “overnight” send which is always 3-4 DAYS. They were so kind to not charge me for the expedite ands gave me a discount of $25 which never went to my account. OHHH and I forgot to add that the 8 hour debacle for my trouble I was getting a $40 charge for 6 months..THAT NEVER happened shockingly there was no “note”.  NOW IT IS MAY...the internet GOES down..I called talked to a guy again in India who tried to give me a hundred excuses as to what the problem may be. I was away for the weekend came home and no internet but somehow someone must have moved it too close to a microwave.  Soooo its been 4 days of phone calls I talk to someone for 2 hours on MAY 16th. WE FINALLY get straight that I am not calling about a phone problem🤦‍♀️🤬.  She will send me MY 4TH TOWER SINCE FEBRUARY 2ND because once again the modem is not woking.  ON the 19th I call to find out where the tower is I HEAR CHICKENS IN THE BACKGROUND AS THE “TECH SUPPORT” PERSON TELLS ME THAT THE LAST PERSON NEVER PUT IN THE ORDER FOR THE NEW ONE! SOOO here I am BACK on hold MAY 20TH with yet another person SANDRA who is reading from her book about being so sorry for the inconvenience as I demand to speak to a SUPERVISOR WHOHAS BEEN BUSY THE PAST 35 MINUTES. I have lost my mind on this and am looking up VERIZON PLANS as I wait on hold. 

I’ve been with them for 21 years! thats longer then most marriages! and I am still on hold….


6 replies

After your experience, I am reluctant to share mine.  After receiving the gateway, I had things setup and running in under an hour.  My only issue was placement, which I resolved after figuring out where the tower was (relative to my home).  I am using an Eero mesh router that plugs into the ethernet gateway port.  My download speed averages about 50 mbs with 3 bars.  My issue with this gateway is the lack of what could be called a ‘configuration’ panel (either via the web or app).  It is very sad that you cannot disable the wifi radio or other advanced settings without writing scripts and using the Terminal app (Mac).  I hope this is addressed in a future update.  In the meantime, I am saving $30+ from Comast per month.  Now, who is this gateway actually for…. If you are a web browser, email user and/or tv streamer, you will likely be satisfied.  If you need ‘live’ streaming, are an avid game player or routinely share large files, then I think you will be disappointed. The gateway connection, although reliable for me, is a bit erratic and often has excessive loaded latency times.  T-Mobile should ask more of how the user intends to use the gateway before shipping this product.

Userlevel 4
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WHERE DO I START???? I was so excited on FEBRUARY 2ND 2022 to install the Tmobile home internet Gateway. It was supposed to take 15 minutes...it ended up being 8 hours to get it to work correctly I should have known right there that this was a giant mistake when the tower they sent had a bad modem chip! I had to go to the nearest tmobile which is 30 minutes away wait 45 minutes to be waited on to get the new one (because they didnt want to inconvenience me) got home 30 minutes later to spend several more hours to get it to work. A MONTH LATER...NO INTERNET..ANOTHER MODEM ISSUE..it was call after call to INDIA where no-one can speak to you about the issue because they are to busy reading from their book of what to say and just keep talking over you the entire time. Sooooo I wait the “overnight” send which is always 3-4 DAYS. They were so kind to not charge me for the expedite ands gave me a discount of $25 which never went to my account. OHHH and I forgot to add that the 8 hour debacle for my trouble I was getting a $40 charge for 6 months..THAT NEVER happened shockingly there was no “note”.  NOW IT IS MAY...the internet GOES down..I called talked to a guy again in India who tried to give me a hundred excuses as to what the problem may be. I was away for the weekend came home and no internet but somehow someone must have moved it too close to a microwave.  Soooo its been 4 days of phone calls I talk to someone for 2 hours on MAY 16th. WE FINALLY get straight that I am not calling about a phone problem🤦‍♀️🤬.  She will send me MY 4TH TOWER SINCE FEBRUARY 2ND because once again the modem is not woking.  ON the 19th I call to find out where the tower is I HEAR CHICKENS IN THE BACKGROUND AS THE “TECH SUPPORT” PERSON TELLS ME THAT THE LAST PERSON NEVER PUT IN THE ORDER FOR THE NEW ONE! SOOO here I am BACK on hold MAY 20TH with yet another person SANDRA who is reading from her book about being so sorry for the inconvenience as I demand to speak to a SUPERVISOR WHOHAS BEEN BUSY THE PAST 35 MINUTES. I have lost my mind on this and am looking up VERIZON PLANS as I wait on hold. 

I’ve been with them for 21 years! thats longer then most marriages! and I am still on hold….

Sorry to hear. I can absolutely relate to your frustration. I once had a complaint and spoke to a supervisor about getting some credit back and he says:

“Sir, I see you received over $3K in credits as a TMobile customer so I don’t think we can give you more.”

Right there I wanted to punch the guy in his face, but all I could do was counter with:

“That’s right Mr. Supervisor but is that the payoff and trade in credits that TMobile gave me for bringing all 5 lines/phones from ATT to TMobile or are you saying I call every day complaining about random things and I’ve racked up $3K in credits so far (I don’t BTW)?”

After about 10 sec of silence he goes:

“Sorry I can’t see the line items on the credit, just the total.”

The rest of the conversation was getting an apology and getting the $10 credit that I asked for. I still felt so wronged that I wanted to cancel everything from TMobile, but I admit I get such a great deal with my corp discount, I got to just suck it up and move on. However, if you can get an equivalent deal elsewhere, save your frustration for the person who handles cancellations. It’s far more satisfying and they may buckle and give you an offer you can’t refuse.

That’s what I did with ATT. They kept screwing up my billing and I gave them an ultimatum - if they screw up even by one penny in my next bill I am cancelling. I made sure they noted that on my account. Of course they screwed up again so I called to cancel and I couldn’t wait until the cancellation guy asked “why are you cancelling?” It was very satisfying. I got the payoff statement and switched to TMobile. I actually didn’t know about my corp discount until after I switched so that was a bonus.

 

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I feel for you. Are you also aware that the 5G Gateway has only the WPA3 security protocol... so any devices that don't have a WPA3 will not connect! Something you'd never imagine until yr 14 day period runs out!!! So, I'm having to change my apple TV device, and all my printers!!! Go figure!! 

I've spent 7 hrs with morons in the Philippines getting assurances on how they will help... with NOTHING!! It is appalling, unbelievable! Absolute ignoramus for CSRs. 

TMOBILE... I have never spent so many hours with customer service when I was a tmobile cell customer for 10 years. Going back to AT&T which was, luckily, not disconnected. 

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I feel for you. Are you also aware that the 5G Gateway has only the WPA3 security protocol... so any devices that don't have a WPA3 will not connect! Something you'd never imagine until yr 14 day period runs out!!! So, I'm having to change my apple TV device, and all my printers!!! Go figure!!

 

If you have the Nokia gateway, changing the encryption protocol (WPA) is easily possible through the web GUI.

 

Changing the Arcadyan gateway encryption protocol is possible, but requires more effort.

 

 

 

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Can you please advise how the Arcadian can be changed. 

 

I think the moderator has cut out my request because I had fumed and ranted a bit about customer service from the Philippines again. 

Userlevel 5
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Can you please advise how the Arcadian can be changed. 

 

There are a couple of YouTube videos explaining how to do this:

 

Hidden Settings - Arcadyan KVD21 T-Mobile 5G Home Internet

Turn Off/On Wifi & Reboot - Arcadyan KVD21 T-Mobile 5G Home Internet

 

The setting to change is “encryptionVersion”.

 

Courtesy of iTinkeralot

 

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