Thousands of T-Mobile home internet users have reportedly had their service stopped flat thanks to a software update that kills their modem.
A firmware update sent to Sagemcom Fast 5688W modems used by T-Mobile home internet users has crippled around 34,000 of the units by cutting them off from the carrier’s network, preventing them from being reset on T-Mobile’s side, according to The Mobile Report. Without a remote fix, customers have needed to swap out their modems entirely for new units.
The update seems to have affected only a quarter of users who have received the update, the report noted, and T-Mobile was said to have stopped sending the software to other users. The update was intended to fix a separate issue of unintended reboots that had impacted the Sagemcom routers.
service mostly consists of fixed wireless access, which uses modems like the Sagemcom Fast 5688W to convert signal from the carrier’s 5G mobile network into home Wi-Fi. T-Mobile has around , the carrier reported for its fourth quarter 2022 earnings.
T-Mobile didn’t immediately respond to request for comment.
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