I've had 5G home internet service for about two months, after two weeks it started acting up. For about five times a day all my devices connected to the Arcadyan KVD21 gateway lose internet yet stay connected to wifi, I've tried everything! Do I need to replace my gateway? Very frustrating.

I'm also starting to think they are throttling service. Everything worked fine for months up until about 3 weeks ago. Now my internet drops out all the time which is making it extremely hard to get my work done. Customer service gave me the run around saying the tower was being upgraded the first week.. ok cool.. still happening after they said the tower upgrade was complete. They sent me a new gateway.. still happening with the new gateway but now I'm being told the tower is being upgraded again? Customer service and their "experts" are a joke! This is getting ridiculous

The problem may or may not be with the gateway. You will have to contact T-Mobile support and ask about the work on the equipment in the area. They could be working on the equipment for the cells in the area so it would be a tower problem. From what you can see the internet connection is not available therefore the cellular connection is a highly probable source of the problem.One thing you can look at are notifications the gateway may have recorded so check for notifications via the LED screen. Another thing to try would be to power the gateway off and remove and reinsert the SIM card. If there is a problem with the SIM card, which some Arcadyan gateways seem to have, then this might help if it is related. That is why I would suggest to check the notifications for errors related to the SIM card. Reseating the SIM card will not hurt. If you have a T-Mobile phone and both tend to use the same cellular source that might be another clue. If your phone transitions to another cell when the gateway drops its cellular signal then it could be a tower equipment related problem. T-Mobile engineers might be performing work on the equipment in the area. T-Mobile does not appear to provide any customer notifications regarding work being performed on the equipment.

I got home from 10 days of vacation and found that my internet kept dropping out a few minutes after rebooting the router. When I connected a device directly via an ethernet cable the connection time was elongated by about an hour but still would fail. I have opened many service tickets regarding this with no correction. They tell me that they are working through the engineers to correct a software issue but I have found that it is still failing after three days of this continual reboot and use for a short period of time. At this point it fails immediately upon reboot. The device still says it is connected to the Internet although all connected devices to the Wi-Fi or ethernet port say there is no Internet. I am at the end of my rope for how to get this resolved through technical support.

Hi Melo, thanks for the reply. I can definitely relate to your experience as it almost matches mine. I was getting very good internet service from Jan. 2022 to around August 2022, and then the wifi/internet would cut off and come back on again after a few minutes, this would happen a couple times per day, then it got worse where it would cut off multiple times per for longer times. I called the so called “experts” and got no where. They sent a new modem (I was led to believe it was a different and better one but it was the same model!), and they changed the account to a lesser (limited data) so this did nothing other than waste my time. The “exeperts” are all from a call center Tmobile has in the Philippines. The people there are nice but they read/play off a script and really just say everything will be fine, we will fix it, and that is all a lie. They cannot fix anything. I then had to return the modem, and went to a Tmobile store and they were useless, just told me to call 611. I called again and the girl gave the same story, oh they are working on the 5g tower and it will be better. They provided no other details, when the work started, what the nature of the upgrades are, when it will be completed, etc. I was suppose to get a 20$ discount but Tmobile charged me extra for the modem that didn’t work so now I need to call them again to fix it. I liked the idea of coupling cellphone and internet for $135 all inclusive per month; the cell service is not great but so far I can live with it (I had ATT previously and they are better but Verizon is the best (and most expensive unless you have multiple lines on account)) but the internet service from this 5g system is not consistent and Tmobile customer service and business is deceptive. I will wait and see if it does improve, but if by January 2023 (1 year of Tmobile for me) it is not better, I am dropping Tmobile.

This started happening to me back in July. I ultimately had to cancel my T-Mobile home Internet because it just wasn’t working for us. It was nearly flawless for the first seven or eight months of service. Easily over 300 Mbps for all of our (20+) devices. It was a dream replacement for our cable Internet that was just getting more and more expensive. However, no Internet just doesn’t work, so we replaced it with Verizon 4G LTE which is admittedly MUCH slower. Slower, but reliable and always present. That works for us. I am very sad that T-Mobile quit on us. It was great while it lasted. I think that our usage got us bumped off. We routinely used in excess of 1,600 Gb of data monthly. Interestingly, though, during this time our phone’s 5G failed to provide Internet for us. To get an Internet connection with our phones, we needed to downgrade to LTE. 5G would connect, but it wouldn’t provide ANY Internet access. That is clearly unacceptable for a home Internet solution.

5G Home internet keeps dropping!

james_koon
Roaming Rookie
2 years ago
cjc15153 wrote:

My connection was generally good until yesterday. Tech support have not been able to help, in part because my calls (through a T-Mobile MNVO keep getting dropped). To me this suggests problems with the tower--but what do I know? One tech asked me to do a factory reset (no luck). Another tech on a subsequent call asked for my IMEI and said that they did something, though it didn’t work either. I just tested my Up/Down on OOKlA 18 Mbps down and 24 Mbps up.

I am in the San Fernando Valley, so overheating could be an issue, but the problem began in the evening and when I had WiFi turned off via script.

I got a 120 MM fan that has rubber feet for a stand, and then used hot glue to stick the modem to it. (Look up Marame 120mm 5v USB Powered Fan with Speed Controller on Amazon for something similar) they’re out of stock on the one I bought two years ago). And I got a USB-A to C adapter and plugged it into the back of my trashcan for power. Still working after two years, can turn it from low to high on a hot day, still quiet on medium or low. And I don’t need an extra power cable. Oh, and my trashcan hasn’t crashed that I know of anymore two times I can remember, I often get 45+ days of uptime on the thing before dns resolving starts to slow down.
ming98001
Newbie Caller
2 years ago
I guess all the unstable speed issue is related to tmobile’s depriorization on home internet (Per tmobile website).
My home is close to tmobile tower, and I can consistently see 500mbps on download, and 100mbps on upload most time of the day. However it happens at random time of the day and every day that the download is degraded to less than 1mbps download. When this happens, I reboot the gateway manually, it still does not help after reboot. The issue cleared itself up after 1 hour.
Good explanation is that home internet cell site is congested and tmobile home internet is deprioritized to get very little radio resources.
batwell
Newbie Caller
3 years ago
I'm having the same problem. I'll try some of the suggestions here but if things don't get better soon, I'll be looking for a more robust solution. But, I really like the speed when it is actually connected. Currently we are getting dropped about once a day.
Notewriter
Roaming Rookie
3 years ago
On the “T-Mobile Internet” app, you can remotely restart your modem from there. You can also view all devices connected to the modem and their signal strength. Sometime restarting/rebooting the troublesome devices (TV, security system(s), other Wi-Fi devices) can also re-initiate a good signal connection. This may also help?
Jboned
Newbie Caller
3 years ago
It worked great for 4 months now I can't even watch a movie. The only thing I have hooked up to my internet is my tv. What a joke.
sliderule43
Transmission Trainee
3 years ago
My Nokia. Activated 16 days ago. Speeds up to 650 during the 15 day trial. Now 1.5 unless I keep resetting. Speed goes up to 200 after reset. It’s like they are giving people on the 15 day trial the fastest speeds. Wish I didn’t disconnect my slow but reliable DSL.
Notewriter
Roaming Rookie
3 years ago
pphw wrote:

Notewriter wrote:

Notewriter wrote:

pphw wrote:

Notewriter wrote:

WJUT01 wrote:

WJUT01 wrote:

HoHoHo5 wrote:

It looks like the stores are no longer stocking Nokia 5g gateway. I spoke with another representative and said the tower is going to get a capacity upgrade 4Q2022. There is a capacity issue at the tower at the moment.

According to my Sagecom Gateway, I only have access to the N71 band (low band low capacity) connection.

I assume if and whey they upgrade, Tmo will add the N41 band (mid band higher capacity). Is everyone experiencing the frequent drops only connecting to the N71 5G band?

Same issue on N41.

Update 2/23/23: installed a Keep Connect 1/19/23. Since then 16 resets. Of those 1 DNS failure, 2 TCP/TLS connection failures and the rest Unknown loss of internet. Resets have been at random times day and night. At least now we don't have to manually reset the gateway and therefore don't notice it.

How to find which band we are connected to on our modem? “Thanks.”

On the TMO Internet App, go to More then Advanced Cellular Metrics, 5G. Your band will be at the bottom.

Thank you for your reply and knowledge. 😉

It does show we are using band “b66.” Guess we’re using the best available for our area?

Go to cellmapper .net and find towers in your area.

Alternatively, place the gateway at different windows to try getting N41.

Will do. “Thank you again.” 😉
pphw
Connection Cadet
3 years ago
Notewriter wrote:

Notewriter wrote:

pphw wrote:

Notewriter wrote:

WJUT01 wrote:

WJUT01 wrote:

HoHoHo5 wrote:

It looks like the stores are no longer stocking Nokia 5g gateway. I spoke with another representative and said the tower is going to get a capacity upgrade 4Q2022. There is a capacity issue at the tower at the moment.

According to my Sagecom Gateway, I only have access to the N71 band (low band low capacity) connection.

I assume if and whey they upgrade, Tmo will add the N41 band (mid band higher capacity). Is everyone experiencing the frequent drops only connecting to the N71 5G band?

Same issue on N41.

Update 2/23/23: installed a Keep Connect 1/19/23. Since then 16 resets. Of those 1 DNS failure, 2 TCP/TLS connection failures and the rest Unknown loss of internet. Resets have been at random times day and night. At least now we don't have to manually reset the gateway and therefore don't notice it.

How to find which band we are connected to on our modem? “Thanks.”

On the TMO Internet App, go to More then Advanced Cellular Metrics, 5G. Your band will be at the bottom.

Thank you for your reply and knowledge. 😉

It does show we are using band “b66.” Guess we’re using the best available for our area?

Go to cellmapper .net and find towers in your area.

Alternatively, place the gateway at different windows to try getting N41.
Notewriter
Roaming Rookie
3 years ago
Notewriter wrote:

pphw wrote:

Notewriter wrote:

WJUT01 wrote:

WJUT01 wrote:

HoHoHo5 wrote:

It looks like the stores are no longer stocking Nokia 5g gateway. I spoke with another representative and said the tower is going to get a capacity upgrade 4Q2022. There is a capacity issue at the tower at the moment.

According to my Sagecom Gateway, I only have access to the N71 band (low band low capacity) connection.

I assume if and whey they upgrade, Tmo will add the N41 band (mid band higher capacity). Is everyone experiencing the frequent drops only connecting to the N71 5G band?

Same issue on N41.

Update 2/23/23: installed a Keep Connect 1/19/23. Since then 16 resets. Of those 1 DNS failure, 2 TCP/TLS connection failures and the rest Unknown loss of internet. Resets have been at random times day and night. At least now we don't have to manually reset the gateway and therefore don't notice it.

How to find which band we are connected to on our modem? “Thanks.”

On the TMO Internet App, go to More then Advanced Cellular Metrics, 5G. Your band will be at the bottom.

Thank you for your reply and knowledge. 😉

It does show we are using band “b66.” Guess we’re using the best available for our area?
Notewriter
Roaming Rookie
3 years ago
pphw wrote:

Notewriter wrote:

WJUT01 wrote:

WJUT01 wrote:

HoHoHo5 wrote:

It looks like the stores are no longer stocking Nokia 5g gateway. I spoke with another representative and said the tower is going to get a capacity upgrade 4Q2022. There is a capacity issue at the tower at the moment.

According to my Sagecom Gateway, I only have access to the N71 band (low band low capacity) connection.

I assume if and whey they upgrade, Tmo will add the N41 band (mid band higher capacity). Is everyone experiencing the frequent drops only connecting to the N71 5G band?

Same issue on N41.

Update 2/23/23: installed a Keep Connect 1/19/23. Since then 16 resets. Of those 1 DNS failure, 2 TCP/TLS connection failures and the rest Unknown loss of internet. Resets have been at random times day and night. At least now we don't have to manually reset the gateway and therefore don't notice it.

How to find which band we are connected to on our modem? “Thanks.”

On the TMO Internet App, go to More then Advanced Cellular Metrics, 5G. Your band will be at the bottom.

Thank you for your reply and knowledge. 😉