After spending an hour on the phone waiting to talk to a customer service rep at 1-844-275-9310, and never getting to talk to one, I’m irritated.
We became T-Mobile Home Internet customers last September. Now we’re wondering if we made a mistake. We’ve got the white gateway, although I asked for the new gray Nokia replacement weeks ago. It has been performing pretty well, with Excellent 5-bar signals and usable down/up speeds in the 50 down, 20 up or better when I run a Speedtest through an Orbi configured as a WiFi access point and connected via ethernet to the LTE gateway’s LAN 1 port. However, occasionally I’ve been getting single digit download speeds with double digit upload speeds.
Initially, we had one or two video glitches -- brief pauses, buffering, etc. -- a day, usually in late afternoon or early evening. Now, 6 months later, it’s a common and regular daily occurrence many times during the day. We’ve also started having really messed up phone calls on our Ooma VOIP system connected to our T-Mobile-powered LAN -- both local and long distance.
In the last couple of weeks, what had been a rock solid Excellent signal strength in the app began dropping to Very Good 4 bars for hours at a time, then occasionally cycling to 5 bars and back to 4. It’s been on 4 bars all day today.
Earlier this week, the signal froze about 9 p.m. Nada. So I turned off the white box and turned it back on. The signal came back on at Excellent level, but the Band changed from 66, where it has been for months, to 4. Another immediate reset and it came back to 66. It was 66 last night when I check the cell tower metrics in the app, but this morning it was back to Band 4. After resetting the gateway, it has stayed on Band 66 all day today.
Here are the current cell tower connection metrics:
CQI -- 6
RSSI -- -58
RSRQ -- -8
RSRP -- -84
SINR -- 21.8
BAND -- 66
BANDW -- 15
CID -- 301
CGI -- 22926082
TAC -- 14444
What for the first 6 months was a generally good experience (which Suddenlink was not), we’re getting frustrated. I had hoped to talk to a customer service rep today, but an hour on the phone listening to screechy, shrill “music” was all I’m willing to tolerate. Any idea as to whether our local cell tower is overloaded, or we’ve got a failing gateway? We’re about a handful of keyboard clicks from ordering a Starlink system.