signal on Nokia gateway

  • 11 March 2021
  • 56 replies

Userlevel 1

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?

56 replies

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Again this am the secondary signal is gone.

No change in speed further proof that my can just uses 4G even though I am smack dab in the middle of a Ultra 5G coverage area.


Userlevel 2
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Ok just reset the can and the n71 is back all signal readings are the same like before and no change in speed. So it seems even though I have a 5G signal the can is clearly not using it at all.



Userlevel 2
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Well I finally lost the secondary signal all together.


Gateways on 1.2101.00.1609 and has been up for 6+ days no real issue. I have gone into it on other threads about can location and towers but for this topic just know the can is in the best place.

I was getting B66 and n71 and I would say average download speed has been 75ish 20ish up varies with time of day. But we have been able to maintain our zoom calls and watch 4k with no buffering so for the price no complaints.

Just this am I noticed no change in speed but decided to look at the gateway home page and noticed no secondary signal at all. So I ran some speed test and really no change at all same speeds as always.

Now in the past I would have 3 bars on both primary and secondary and about the same db and readings.

So I had posted in the past how does this gateway think what is the logic???

I had thought and been told that it uses the 5G secondary signal when it has one BUT I am not sure that’s really the case. I have the same speeds now with just a 4G signal that I always had with the 5G so I think it was using the 4G all the time.

Note the TM map puts me in the Ultra 5G coverage area so really I should be having super fast downloads well over 100 actually 300-500 by the map.

Since we have work calls I am not going to reboot the can now that will have to wait till the work day is done. But what is the point anyway of trying to regain the 5G secondary signal it seems to have not even been used.

Clear to me there are some real inconsistencies in this can.

My secondary signal (n71) was coming in great for several months then a month ago it stopped. My speed has dropped 50 percent. Technically support is completely useless. They don’t know anything about there product. At this time I have no other options for internet and am concerning canceling it anyway. I really wish they would let me provide my own gateway.

Been having the same issues here and have been following this thread in the back ground and its spot on with whats happening to me. Have only had TM internet for a little over a month now and have talked to tech-support no less than 4 times with the vanishing 5g signal. 

I’ve heard all the standard excuses from TM support and I found the only solution i get is to reboot my device via the gateway about 3 times and finally the secondary signal comes back. 

For reference i got the trash can’s wifi signal shut off and only using it as a wired router. I have my orbi mesh on line. I NEVER loose my 5g signal on my t-mobile phone anytime this happen’s. The tower is maybe ¾ of a mile from my house line of sight is perfect. Full 5 bar signal always to my iphone anywhere in my house. Now the trash can gets 4 bars when its on primary  and  3 bars on secondary . Now it may stay this way for days until usually overnight it seems to dump the secondary..

Just wanted to put my experiences in here. 

thanks for the thread folks!

Ok, so a follow-up:  Turning the gateway off overnight to let it cool down didn’t do anything in terms of signal restoration.  I called tech support this morning and asked they reset the the cell tower connection on their end.  Within 20-minutes, they reset the connection and called me back to verify connectivity.  Secondary signal restored.  They also created a trouble ticket report to record this incident in case something like this happens again.  Very good tech support and happy to see my speeds return!


My secondary signal dropped at some point this weekend.  I sure hope it is a temp outage or cell tower maintenance.  My speeds are presently 25 mb/s download at best, previously nearing 100 mb/s.  I’ve tried rebooting, repositioning the gateway, pulling the SIM and re-inserting.  I’ve shut all broadcasts off on the gateway and use an interconnected connected router.  The gateway environment is nice and cool, but I have noticed some heat as others noted around the top of the trash bin looking Nokia unit.  

I had a look on to try and locate the tower which I am connected, but it doesn’t come up on the map!  Thought maybe it might give me some ideas as to what is going on….

So, I am trickling along on B25 with 5m bandwidth..I am going to shut the thing off overnight and let it cool off.  See if that does anything.  Otherwise I’ll call tech support and use the advice given earlier from NyteRazor and ask them to reset the network on their end.  

Today, my secondary signal appears. :grinning::grinning::grinning:

300 Mbps down is  great.  Don’t mess with it unless you need upload speed.

I only have the primary signal and my download speed is around 300 Mbps and my upload is slow - 7-8 Mbps. Do I need to have the second signal? Thanks.

Good luck !Ihave no other options here. I have to make it work.

I have a solution!

I went to T-Mobile channel in Facebook Messenger and spoke with Frank Maez.  He reset the network connection on THEIR end and I got the 5G secondary connection.  Didn’t need to reboot.  My primary signal band is B2 and my secondary signal band is n41.  Before he reset the connection, I only had a primary signal connection band B12.

Just ask tech support to “Reset the network connection on THEIR end.”

Good luck!


Good luck !Ihave no other options here. I have to make it work.

No I don’t.  They don’t even have a website telling us what is being worked on. Just leave us in the dark.  Hopefully by the end of the year they will have it all worked out.  No way I’m going back to Comcast cable internet with the 1.2TB data cap.  I love having unlimited data for this price.  Just need the 5G and it will be perfect.

Do you have any idea as to when that will be? I don’t want to talk to the technician support team again it’s very frustrating.

No clue.  If you try that, let us know if it worked or not.  I’m waiting patiently for the next firmware update since I’ve run out of ideas.

Unfortunately I don’t have T-Mobile for my phone long story there. I don’t think I can move it to a different address anyway my understanding is it’s one good for the address it was seat up for.  I hade a good secondary signal for sometime. T-Mobile assured me that the towers in my neighborhood are working fine. I have not tried a new SIM card yet. Do you think that is the problem?

So you are getting 5G on your phone but not on the internet device?

Wish you could plug the device in your car and drive to where you neighbor is to see if you get the 5G secondary connection.

I really want to know what is going on too.  Why shut off the 5G secondary connection??

I have a 5G phone.  The software is up to date as far as I know. He is out of town for a 3 weeks.

I have the same issue. My gateway was getting 4 bars on the secondary band(n71) or several months. Everything was good speed was around 100mbps . A week ago it stopped I have no signal on the secondary band at all. As a result my speed is less than 10mbps .I talk to the man down the street from me his is working fine. I called t mobile. No help they sent me a new gateway no change. Would greatly appreciate it anyone can help. There technically supposed is horrible if I had any options I would take it. I am on the edge of canceling with no replacement.

Do you have a 5g phone?  If so, are you getting 5g on your phone?

What is the software version on your internet device?  1.2003.03.0178

Does your neighbor have the same software version?

Can you bring your device to your neighbors place to see if you get 5g then you will know for sure if it’s your area or the device?

I also can’t figure out why my 5g secondary signal has been out for weeks while the tower is only a block away from me getting 5 bars.  Wish they would give me a larger bandwidth primary signal instead of B12 band with 5M bandwidth.  I reboot every morning hoping for the 5g secondary band to suddenly appear.  The great thing is that I’ve never lost internet.

I have the same issue. My gateway was getting 4 bars on the secondary band(n71) or several months. Everything was good speed was around 100mbps . A week ago it stopped I have no signal on the secondary band at all. As a result my speed is less than 10mbps .I talk to the man down the street from me his is working fine. I called t mobile. No help they sent me a new gateway no change. Would greatly appreciate it anyone can help. There technically supposed is horrible if I had any options I would take it. I am on the edge of canceling with no replacement.


I am also having same issues. I’m starting to believe the root cause of all these problems is tower congestion. I’m also hearing that T-Mobile Home Internet has low priority on these towers.  If this is the case, sadly…there is nothing we can do about it.

I had the same issue with secondary signal not being connected and particularly the upload speed was horrible (<5 Mbps). Signal was also unstable. Called T-Mobile Technical Support twice. Received a replacement Nokia gateway. Minutes after initial use it dropped secondary signal, just like the first gateway. I put a fan underneath the gateway as recommended by others and now I have a secondary signal. Everything is stable and super fast download and upload speeds (>450 Mbps download and >70 Mbps upload at the gateway). It appears that when the gateway gets too hot it drops secondary signal to cool down. The existing cooling method inside the unit is not enough to keep it cool enough and stable. I hope Nokia fixes that soon.

I just ordered a  USB fan from Amazon that has the same width (12 cm) as the gateway. It seems to work like a charm for other people who had the same issue.

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

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...

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.