Is the TM-AC1900 ROUTER still supported?????

wacojohn

    A year or so ago, T-mobile provided me with a TM-AC1900 ROUTER ... (ASUS rebranded to T-Mobile).  They also provided a Personal Cell Spot 4G LTE which I refer to as an Extender or perhaps Booster.

     

    Started having trouble with the router.  Called T-mobile and was told I can exchange it for (even) an updated ROUTER at my local store.  Went to store with old one and exchanged it for a 'newer' one.  Got it home after closing time and discovered it was a (updated) Extender.  At that point, I am ROUTERless.  The store is now closed for the night.

     

    Called T-mobile.  Explained the situation and was told the right device would be shipped promptly to the house.  Got a confirming email ... indicated what was coming was ANOTHER Extender.  Called TMO again.  The shipment was cancelled and 'the right device' would ship out promptly.  Next confirming email ... ANOTHER Extender.

     

    I even emailed the President of T-Mobile.  I am not lying.  By the time his assistant contacted me, I had yet ANOTHER device (PROMISING IT WAS THE RIGHT THING) en route.  His assistant asked if everything was OK now ... I told her 'Presumably .. yes .. but I was not sure exactly WHAT was coming".  She said she would check with me NEXT THURSDAY (from today ... FRIDAY).  I then got ANOTHER confirming email .... an EXTENDER is on the way ... AGAIN.

     

    I grabbed the box the original (and only) ROUTER first came in.  I grabbed the box the NEW EXTENDER came in and headed for the store.  After a LONG explanation, they started researching.  Here is what I was just told an hour or so ago:

     

    The ROUTER is discontinued by T-mobile.  They no longer provide one.  If one has one, it will stop working correctly.  They are expected to procure their OWN router.  FIRST I EVER HEARD of this.

     

    The EXTENDER is still provided but there is an updated one that I needed ... so I can keep the NEW EXTENDER .. BUT NEED TO RETURN THE OLD ONE.

     

    Sooo, I asked the store MANAGER what new router do I need (to work with the new Extender)?.  She did not have a firm answer.  Soooo, I ordered one on Amazon  .. another Asus AC1900 which, I believe is NOT rebranded and is a updated router from the old one, and should work fine with the new Extender.  The manager at the T-mobile store agreed with me.

     

    Does anyone KNOW for certain this NEW router will work with the new extender.  I am worried for some stupid reason it won't.

     

    Strange to me that I was never notified of this T-mobile change in the first place.  NO one at T-Mobile phone-in knew of this (a router provision being discontinued).  The only person who seemed to be informed of what the problem is/was is a VERY YOUNG waif of a girl at the T-mobile store who knows more than I do about routers etc.  I swear she did not look over 14 .. but seemed to know what she was talking about.  Not even the President's assistant ever mentioned any of this.  I will let her know on Thursday.

     

    A T-MOBILE provided ROUTER is not even in their inventory anymore.

      All replies

      • drnewcomb2

        Yeah. The TM-AC1900 was never so much "supported" as just "provided". AFAIK, they don't actually support them or replace them when they go bad. You just need to buy yourself a good router. 

        • tmo_mike_c

          We do have some troubleshooting steps we can offer for the router we sent. I don't see that it's available anymore for ordering though. To answer your question, I've heard of folks using routers they purchased themselves from 3rd party vendors and they work just fine. If you do need some help with that model, you could reference our Wi-Fi CellSpot Router issues page and use it as a guide for common issues.

          • dragon1562

            The router you bought should work fine for your extender and realistically speaking you could just rely on the WiFi calling feature. Which is what I am assuming you did before. I also was not aware that T-mobile stoped offering the router which is a bummer since at the time it was a really good one. Anywho I would not worry to much as I said the router you got should be fine for your needs. Wireless tech really doesn't change that much from one generation to the next when it comes to routers. Plus even when it does you would need to have a certain level of bandwidth to even notice the difference. Most people in the US are still stuck with like a 15mb connection so yeah.

             

            Sorry you had the long ordeal but it looks like you will be squared away on this situation, still let us know if you need more help.