Home Internet router loses connection about every 5 days

Ralphy wrote:

What really gets in my nerves is the fact that one must manually reboot the gateway but you can’t do that F*****G away from home.  

Actually, T-Mobile can. Not all of their techs know how, and the first one I called tried one “tool” that didn’t work (he never would tell me what he was trying, so I can’t tell you how to instruct them). He consulted somebody else and tried a second “tool” that did reboot my gateway from their end.

Background: I have a home intrusion alarm system that uses the internet. If the connection goes down, it switches to cellular and sends me a text.  When the connection is restored, it switches back to my gateway and sends another text. I was going on vacation, and so I called tech support before I left, to be sure they could reboot my gateway remotely.  It lost the internet connection once while I was on vacation. I got the text message and called T-Mo.  I asked them to check the logs from my previous call to see the things the first tech had tried.  This second tech didn’t even need to look. He said he knew what to do and got it rebooted immediately. So some techs know, and some have to hunt a bit.

Either way, if you peruse the various forums for TMHI, you’ll see that this is, in fact, quite common, and there should be a lot of reports about it in their knowledge base.  They are either not sharing that info among the first line techs, or they’re instructing them not to let on that it’s a known problem. Either way, I think that’s horrible customer service. I’m a long time T-Mo customer (since before it was renamed--we’re talking the Voicestream days here).  Imo, customer service seems really to have taken a nosedive since Legere stepped down as CEO. But there have also been many other changes happening besides that, so who knows?

I’m hoping these are just a lot of growing pains from the rapid 5G expansion.  I know that my daily need to reboot seems to have been helped greatly by recent tower upgrades in my area. Since the upgrades, my speeds have doubled (highs in the 400s, average around 330 down), and I have lost the internet connection only once in a month. T-Mo has said they're exploring other gateways, so that might help, too. 

Best of luck to you!