Question

Loss of secondary signal on Nokia gateway

  • 11 March 2021
  • 36 replies
  • 2458 views

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This apparently is a well documented issue but I can’t seem to get any real support on this problem. I’ve had the home internet for about 2.5 weeks now and it for the most part has been fantastic. Almost a half a gigabit download speeds with over 100mbps upload using B66/N41 primary/secondary with awesome signal strength because I have direct LOS of my local tower.

The primary signal has been bouncing around between B2/B66 for the past week for no reason but for the most part the connection has been very stable. Earlier today I had to unplug the device to move some furniture around, and when i reconnected it, the gateway will no longer lock a 5G signal on secondary (N41 from my local tower) despite the fact that it is still available on my phone.

Tried numerous reboots, and a factory reset and it is consistently stuck on B12 only on the primary connection, which has made my connection terrible in comparison to what I had before. I cannot for the life of me figure out what happened or what the problem is, other then possibly the LTE antenna is broken? But due to a power reset? That makes little sense to me.

Browsing the reddit page it looks like this is a well documented problem, but no one can make heads or tails of whether this is firmware related or hardware related. Has anyone dealt with this issue before?


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Mine was 0178 but this morning it went to 0168. The display showed software update at 5:00am this morning at 40%.Not sure if it was a downgrade or they update backwards. Still have 4 bars on n71 secondary. Usually I would get 3 bars in the morning and disappear 2 or 3 hours later.

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Can you let me know where I can pulled the sim card? Thanks.

 

Refer to the gateway user guide, beginning page 35 - “Replacing the SIM card” :

 

https://www.t-mobile.com/support/public-files/attachments/T-Mobile%20High-Speed%20Internet%20Gateway%20End%20User%20Guide.pdf

 

I just logged on to the gateway, and discovered that the software version ends in .078, which is higher than the version in the above video.  At the same time, I noticed that my secondary signal is now operating, and I’m again getting almost 300Mbps down and about 30Mbps up.  The fan has been on it the whole time.  Sounds like it may have been a software issue the whole time.  I’m using the gateway as a router, and it’s doing that job well, too.  Could be that they sent out a lot of these before all testing had been done.  In any case, if it acts up again, I’ll post here again.  I neglected to say in previous posts that I spent a good deal of time on the phone with tech support over this, and was promised that it would be escalated to the engineers.  The tech also told me that they’d be sending me a range extender of some sort, but I haven’t heard more about that and it’s been about a week.  Anyhow, I’m happy for now.

Just an FYI I’m on 078 firmware(just received mine a couple days ago and was shipped with 078) it was working fine on secondary day 1 then lost secondary day 2, 3 until I disabled wifi then worked again. Could be a fluke but it was literally within 5 minutes working on secondary again.. I’m within ½ mile of tower and get consistent 400-500 down on my T-Mobile iPhone 12 inside my house 

I’ve had mine for a couple of months, and it was around 300 down and 30 up when I first got it online.  The secondary went out a couple of times, then came back, then went down again.  Adding the fan didn’t help, and getting the upgrade to .078 is the latest change; so I’m pinning my hopes on that as being the cure :)  The unit runs hot, so I’ve left the fan on it just for good practices.  I have Verizon phones, so can’t compare signals between wifi and phones.  When my contract is up at Verizon, I’m planning to try T-Mobile for phones then.

Well, after being very erratic and only having secondary signal for short periods of time for two months it’s now been up almost a week with 250-300 down and 40-50 up. Knock on wood...

They are pushing the update slowly, be patient. Still have 4 bars on n71, definitely an update and an upgrade.

My secondary signal has been gone for days now.  No idea why.

I just got new TM home internet and had great speed 300 down 75 up, then after a day it dropped to 20 down 12 up.. noticed secondary didn’t have a signal anymore. Did some research online and found some were thinking it’s a heat issue and remedy by running a fan on the unit, then I saw a post about disabling wifi to reduce heat.. I am using Orbi, so I was able to disable the wifi on TM unit and within a few minutes secondary came back on and my speeds went back to 300 down 50 up. I’m convinced it’s a heat issue if you see your secondary failing

I'm having the same issue. Have not moved the gateway nor done anything to it. Getting 4 bars. When I boot the gateway, I get N41 band for secondary signal with great speeds. That lasts about 15 minutes and secondary signal switches to N/A. It stays there. Speeds drop by half. If I reboot, it comes back and then disappears again. Despite of being nice, support is pretty useless and equipped to troubleshoot only basic questions. Looks like we're all stuck. 

Same problem. Try to cool down the tower and still no secondary signal.

 

Might try the following suggestion with the SIM:

 

 

I also tried rebooting my cylinder tmobile router to get the secondary signal but it didn't work so I pulled the sim card out of its slot and put it back in then rebooted the router and it worked. Both Primary and Secondary signal came on.

Can you let me know where I can pulled the sim card? Thanks.

I’ve been having the same exact issue.  After hearing many people say that it connects for a while and then drops, won’t come back after reboot etc.  I started thinking…  Decided last night to try and stick a fan on the top of the unit to cool it off…  Theory being this is a hot radio/hardware issue.  Within 5 minutes my secondary connection was back up on n71.  I’m not saying the fan fixed it…  But, worth a try.  ;) 

Since I read in this thread about the heat issue, I’ve had a very strong fan on the unit; but it has not made a difference, even after rebooting a few times.  What do you mean by “disable the wifi on TM unit?”

Since I read in this thread about the heat issue, I’ve had a very strong fan on the unit; but it has not made a difference, even after rebooting a few times.  What do you mean by “disable the wifi on TM unit?”

Basically you disable the wifi service on Tmobile home internet unit(sometimes referred to as the “trash can”. If doing this, you’d need a wifi router plugged into one of the ethernet ports on the device. if you want wifi in your home. This video explains how to disable wifi signal on your TMobile unit Video link  https://www.youtube.com/watch?v=1QNSapXpgio. I hope this helps! The theory is that turning off wifi makes the unit create less heat.. 

I just logged on to the gateway, and discovered that the software version ends in .078, which is higher than the version in the above video.  At the same time, I noticed that my secondary signal is now operating, and I’m again getting almost 300Mbps down and about 30Mbps up.  The fan has been on it the whole time.  Sounds like it may have been a software issue the whole time.  I’m using the gateway as a router, and it’s doing that job well, too.  Could be that they sent out a lot of these before all testing had been done.  In any case, if it acts up again, I’ll post here again.  I neglected to say in previous posts that I spent a good deal of time on the phone with tech support over this, and was promised that it would be escalated to the engineers.  The tech also told me that they’d be sending me a range extender of some sort, but I haven’t heard more about that and it’s been about a week.  Anyhow, I’m happy for now.

I just setup my TM-HI Thursday, March 11th 2021.  There was a secondary signal when I turned on the device and it remained on until about yesterday, March 13th. 

Today I’ve tried moving device around to a couple different locations in my house.  Still no secondary signal.  I’ve restarted and will leave it up for a bit at its new location and see if it comes back. 

The primary signal seems to be better where it is currently located. When I started it up on Thursday, the primary signal was not very good.  I wonder if that is someone related.

... After hearing many people say that it connects for a while and then drops, won’t come back after reboot etc...  Decided last night to try and stick a fan on the top of the unit to cool it off…  Within 5 minutes my secondary connection was back up on n71.  I’m not saying the fan fixed it…  But, worth a try.  ;) 

 

Hi-- looks like about a month since you posted that-- do you have a better idea of whether the fan helps now? I am trying it. Seems to help a small bit. 

Thx

This morning I received a software update 1.2003.03.0168. Secondary Signal now has full bars and so far hasn’t disappeared. Keeping my fingers crossed.

Secondary signal came back last night and still up this morning. 300 mps download. We’ll see if this lasts more than a day or two. 

mine is 

Software Version:

1.2003.03.0178

1.2003.03.0178 too...howdid you know it was updated?

http://192.168.12.1/

2nd day with device and lost secondary. It was there the first day. Anyone have the actual reason? 

I’ll get the secondary for a day or two and then it disappears for a week or so. 

Another day with only 4G connectivity - 16 mps down, 8 up. :(

 

Restarting or powering down the unit makes no difference. Very disappointing.

Same problem here. I had an LTE primary signal (B12) and a 5G secondary signal (n71) for the first few days. Now the secondary signal is gone. It doesn’t seem to make any difference though. My speeds have been LTE level the entire time. I had my suspicions that the 5G signal wasn’t being used at all and if the web interface is correct, and I’m not connected to a secondary signal, then I may have been right.

The web interface is flaky though. I’m fully connected with 120/10 Mb yet the web interface says I’m not even connected at all.

Overall the service is “ok”. However, I don’t think I’m ready to ditch my cable company. Without port forwarding or UPnP. The gateway will get returned after a month of testing.

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