T-Mobile Home Internet slowed to failure of service

Slclemens wrote:

There seems to be a fair number of home Internet customers who had good service a few months ago and now practically have no service. T-Mobile is just giving us the runaround, they give equivocating responses about congestion on their system,  which of course is their responsibility. They sold it to more customers than it has the capacity to serve  

And finally they tell you they have no plans to improve their capacity, so if you don’t like it you should leave. What’s the contact point for the FCC Complaints? Has anyone contacted any other agencies or law offices yet?

has this issue been addressed, I just received my 5G Home Internet and was ok with the speeds the first day but by the second one and now today it's well below the LTE speeds I was really hoping this would be my breakaway from the cable company.....

Yup that's what we have been experiencing for 6 weeks after new router and hours on the phone with an oversees tech who calls as late as 9:30pm.  She said she passed the concern on to engineering but I have no hope for a quick fix except that we had 11 months of ok service pe is going back to the local internet providerrior to Feb 1st.  My brother switched to T-Mobile home internet last month and he has the same issues so he is going back to the local internet provider.

I will wait until the end of the month but if it is not fixed we are going back to DSL.

Thanks for the info!

So…I got my new 5G gateway a few days ago hoping to throw Spectrum to the gutter with a swift kick. The first one they sent (Ark something or another) simply didn’t work at all. Spent an hour on the phone with Tech support and they finally said “Well we’ve had problems with those before, so we’ll send you a new Nokia one. It’s much better.” First question, why the heck did you send me the crappy one first? OK, to their credit they overnighted me the new one and I had it at 10:00 in the morning next day. Good service. 

Set the new one up I‘ve been a network/security IT person since 1975 so I‘m not totally unaware of how things work.) Terrible speeds. Another hour+ with tech support. He said he is filing a support ticket with Engineering. I ‘ll hear back by Monday (Started Wed.)

So we got it so I could get about 4 to 5mbps download, enough to sluggishly work. I had a bad night last night and was up almost all night. I kept Testing it with Speedtest.net and low and behold, at 11:30pm I was up to 70Mbps down and 35 up. At 3:00 am I hit 180Mbps down and 42 up. Ok - so it’s obvious that they have overloaded the tower near me. It’s on a major road with thousands of cars during the day, with everyone on their phone or texting, or surfing. To prove it, by 10am it was down to 25Mbps down and at 2:30 (about when all the ankle biters get out of school) I was down to 2Mbps or 0Mbps. Yep, that proves to me that T-Mo is a victim of their own success. Until they get the “new” 5G Ultra Capacity (UC) where I am it doesn’t stand a chance.

I‘ll wait until Monday to talk to them again, but I have about zero faith it will be fixed.

S

We have been on the phone with TMobile for many many hours changed our home internet router twice have been told our internet service was fixed and its still bad.  Extremely slow speeds cut outs endless buffering etc. which started in Feb 2021 when TMobile was upgrading to 5G. We had a few time periods where its was acceptable but now its literally unusable. Not sure where to go for reliable affordable Internet service as we can stay with this failed experimental system, go back to DSL at $89 a month or get a Hughes system.  What is very frustrating is its not just me lots and lots of people have the same problems and TMobile seems to be pretending everything is fine

I don't believe that it is my responsibility to do TMobile's job and spend hours on the phone with tech support and see little change. They are unable to provide a reliable service. They know the status of their towers and just shine on callers offering little help. After 3 weeks of 0.12 mbps service, I'm ready to go back to the dark side next week and sign up with Spectrum, who just lowered their price to $49.95 month

Living in the suburbs of B'ham AL, I've had experience similar to Timsw. I generally get fast.com download speeds in the 100 to 140 Mbps range. I've had the service for about four months, and I've had to restart the can maybe three times. I'd been paying $75 a month for Spectrum Internet with speeds mostly about half of what I'm getting now, and Spectrum price rises about every 18 monts, so I'm a very happy camper.

Bring a lawsuit, contact the CEO, tell him you are holding your breath until you turn blue unless your service is fixed immediately. Or just switch to a provider that gives you more reliable service, if you’re lucky enough to have reasonable alternatives in your area. Which makes more sense for your happiness and well being?

 I disagree about the number of people who have good service for months and then it gets bad. Yes, it happens. But given that there are hundreds of thousands of T mobile home internet customers, the dozen who report on this discussion board having good service for months and then having it go bad and having to leave is tiny. It’s smaller than people who sign up and are excited, but when they get it they have terrible speeds or an unstable connection. And that, too, is a relatively small number, less than 5% of new customers probably.

As for me, having some kind of internet is important enough to me that I wouldn’t be able to tolerate having it out for hours at a time, or having my speed drop to something that is glitchy or unusable for periods. I like TMHI a lot, and my speeds are 20x faster than DSL, but I could only put up with real problems for something like a week before I would ditch this and crawl back to CenturyLink DSL. I’d probably try TMHI again in three months and see if they fixed the issue, but that’s only because my alternative area providers are so bad, as in slow, overpriced, and the satellite one here is unreliable.

It would be a terrible business plan for T mobile to allow their towers to go over capacity to a point where hundreds of cell phone and TMHI customers suddenly have terrible service.

I can appreciate how frustrating or disappointing it would be to have good service and have it go bad, but realistically, there’s only so much Tmobile can do on their end. It’s important to call them up and tell them that you’re experiencing a certain problem because maybe they can trace that to a problem with the tower equipment, if enough people in your area report it. You’ve done that.

This 5G over-the-air technology is not as easily fixable or easy to pinpoint a problem as something with wires and lines. For example, Verizon could put up new cell equipment or a new tower, and it might cause a signal conflict with a certain radius of transmission from your Tmobile tower. So it’s not Tmobile’s fault all the time. But issues like that might take some time for Tmobile and Verizon to work out between themselves.

I hope you have a good, stable alternative in your area, who won’t be jacking your price up every few years.