Hello there, I’ve been having a problem lately. Modem will show connected to internet, bands with signal and even my router shows there’s internet but it doesn’t work. Only way to fix the issue is restarting the modem and some times that doesn’t work and I need to unplug and replug the power on the modem. Tried it without the router to make sure it wasn’t that and the same issue. Also I have noticed band aggregation is not working for me. I’m on T-Mobile, and I used to have 41:71 they worked flawlessly but lately it does better just with 41. My main issue is the Internet, it’s happening almost every day now and is affecting my work. Any help welcome, thanks.
Hello @Agbrac
Sorry for the delay!
Are you still experiencing this?
Do you have custom DNS override set on your router so that it does not use the carrier DNS?
(Moved topic to Technical Support, from the General category)
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Hello, no worries I appreciate you taking time for this.
No, as far as I know everything is default.
After restarting it 1-3 times it would start working for a day or so.
Right now is working correctly but that was only after doing a factory reset (but not resetting IMEI and all of those settings). This is the second time I have done a factory reset to fix that issue. Last time it lasted around a month before happening again.
So a reboot of the InvisaGig doesn’t get it reconnected, but a factory default does?
Basically, yes. It just keeps happening, a few restarts might get it working but factory reset gets it working for longer. Went about 2 days, right now same thing. States there’s internet on the modem but when you try get to any website it acts like no Internet. Any device.
Can you capture and share a screenshot of Modem Info and Live Signal when the issue is occurring? For Modem Info you can use the one provided before logging in so that any sensitive info is not present. Thank you!
Have you tried choosing a different carrier profile, like the T-Mobile Generic Hotspot?
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Thank you for the screenshots!
Very strange, it could be a localized tower issue. Do you have T-Mobile phone service and does that connect? I know there have been some extended outages out around Utah this week and I’ve seen a couple drops myself today (Michigan) that the WatchDog took care of.
As the other reply mentioned I would recommend against using Auto-Select profile and instead use T-Mobile Home Internet or T-Mobile Generic Hotspot as appropriate (if it’s a TMHI SIM, use the former). Also ensure your IMEI is correct if you have not already.
3 phone lines with T-Mobile and no issues with them. I’ll try the profile change and update you guys.
Thanks for the continuing assistance!
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Back again, so I changed the profile from Auto to T-Mobile Generic and it worked for about a week. Lost internet a few days ago and a restart fixed it. But today, Iost internet connection and it will not connect again. I have tried everything, the difference this time is that is showing “cannot reach internet” in the past it would show connected but with no Internet. I haven’t been able to test the OG T-Mobile modem because I can’t find the sim adapter. But I have neighbors that have the same internet and it works fine.
Thank you for the update. Can you set your network mode to disable SA and see if that makes a difference? I am wondering if SA is experiencing some issues or ongoing tuning by the carrier.
I tried disabling it, couldn’t find a way. I was able to make it do LTE only. Connects to the bands but on modem info says the same now. Modem cannot reach the internet.
Hmm, this is sounding more like a hardware issue maybe specific to the device. If the SIM is working fine in another device and if you do not have a phone or tablet sim you can test in the IG, I would recommend opening a suppose request for warranty service here: Support | InvisaGig
Whatever the case we will get you sorted out!