Home and Business Internet

A dedicated space to talk about all of the things going on with T-Mobile High-Speed Internet

2758 Discussions

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Mr.joneRookie
asked in Troubleshooting

tmobile home internet and samsung tv plus

I just received my new tmobile home internet gray 5g gateway. All internet items work great! Even all the apps on my Samsung tv. All except for the Samsung tv+ app, it lags and says "there was a problem trying to play the Samsung tvplus channel. Check your network settings and try again later". Anyone have any idea why this is the only app on my TV that won't work with my new internet? Just for more info; Hulu, disney+, prime,  and YouTube all work great, on the same new network.

18
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1 year ago
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eastvillagerFirst activity
asked in Gateways and devices

What's the best type of Ethernet cable to use with T-Mobile 5G Home Internet?

I’m a new T-Mobile 5G Home Internet customer and I’d like to connect my desktop PC directly to the modem by Ethernet cable and the included one is far too short.  What's the best type of cable to use with the current modem for optimal speeds?  CAT5e?  CAT6?  I assume something like CAT8 would be overkill.

4
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2 years ago
jlillard
jlillardHelper Level 1
asked in Troubleshooting

Home Internet - 4G LTE vs 5G

My Primary Signal is 4 bars / B66 and my Secondary Signal is 3 bars / n71.  My download speeds are less than 100 Mbps.  Does that mean I’m operating over 4G LTE instead of 5G?

42
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2 years ago
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LeebRookie
asked in Troubleshooting

5g home internet - some sites won't load

My big gray cylinder 5G Home internet has good signal and works reliably. But some percent of websites I visit simply refuse to load via the TMo 5g device, yet they work fine if I use my Verizon cellphone data, or a coaxial cable modem (which I have not canceled service on yet). I am guessing it’s either a DNS issue between my Mac and the T-Mobile cylinder (eg: settings requiring technical help or updates), or a problem in the T-Mo network that is blocking some sites. After spending too many hours on the phone already with Tmo tech support for 5G Home, I am not excited about the prospect of engaging on the phone again. It takes too long, and the agents need more training and support. Has anyone experienced and solved this issue? Do you have technical insights? Is there actual written documentation somewhere that I could access? Thank you. (Honestly Tmo, you need to rethink your support infrastructure for 5G Home.)

50
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4 days ago
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mikeamclaughlinFirst activity
asked in Troubleshooting

Free Amazon Echo Show 8 promotion for home internet

Hello, I signed up for Home Internet and was told I could get a free Free Amazon Echo Show 8. They gave me the address of “T-Mobile Promotions” but it does not work. It wants me to put in a promotional code for it but I was not given a promotional code to put in. Does anyone know what the code is? ThanksMike

24
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1 year ago
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KentwaFirst activity
asked in Gateways and devices

Any Solution to the Printer connection problems with T-Mobile Gateways?

Installed my Arcadyan KYD21 Router last Friday, and everything works fine except that I cannot get my HP 8600 printer connected. Been through multiple conversations with support, and tried everything including using the admin settings to separate the 2.4G and 5G gateways, plus reinstalling and resetting the printer.  Still cannot connect. Looks like either the gateway is filtering, or the printer cannot use “b/g” with no way to change to “n” on the gateway, nor is there anyway to manually add the printer IP address. Router and printer are too far apart to use an ethernet or usb-c connection. T-Mobile tech support says the gateway is working as it should and it’s not a problem at their end. Unless there is a solution within the next week (15 day free trial) Its -back in the box and cancel the service. I have to be able to connect a printer. Anyone have any other ideas?

25
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28 days ago
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lalumondierslFirst activity
asked in Troubleshooting

Changing wifi username and password

Want to change username and password from the defaults. How do I do that ?

12
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1 year ago
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mrobrianRookie
asked in Plans and Services

A LOT of T-Mobile ID issues as a Home Internet customer

I’ve been dealing with this for several hours now, so forgive the rant…It seems that T-Mobile has no concept of Home Internet users not having a T-Mobile phone. I don’t know why that is so hard to understand. However, if you only have Home Internet, and not phone, it’s IMPOSSIBLE to get a working T-Mobile ID. The form to create one will tell you your email is wrong when it’s not. In the forums I found a message saying to just create a forum account then link your phone number, so I tried that and when I log in it won’t let me do anything without linking my phone number, but entering my phone number gives me a Service Unavailable error.So, I used the online support chat to try to get this resolved. The first person was completely clueless and told me I had to call customer service. Not sure what the point of the online chat is if they’re just going to tell you to call. So then I call, sit on hold for a VERY long time, and then hung up. For some reason, when you call the Home Internet su

23
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2 months ago
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Dannyman9First activity
asked in Troubleshooting

NOK5G21 Home Internet Gateway Not Working Properly

Hello,My NOK5G21 is not utilizing EN-DC as it will not grab a secondary signal like it is suposed to. My gateway is on n71 primary but it will not grab a secondary signal or flip to n71 on secondary and grab the much stronger signal LTE in my area band 2, 12. T-Mobile is no help with these devices, they dont seem to know anything about their product or how to work them. Very disappointed in their tech team. Does anyone have any idea on how to get it working? 

23
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1 year ago
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ElvisfileFirst activity
asked in Gateways and devices

Connecting an Amazon FireStick to the T-Mobil Home Wifi Internet router

Connecting an Amazon FireStick to the T-Mobil Home Wifi Internet router? Can it be done.  I purchased the new T-Mobil home wifi internet, and tried connecting it, but it didn't allow me.  It would not verify my password and connect. I called T-Mobil customer service and this simply question could not be answered, since I got the tech that literally didn’t speak English. What I understood from her horrible explanation in broken English that didn’t make sense was that I needed to call Amazon and request an upgrade to connect.I was so frustrated with this poor tech support, that I figured it could not be done, so I returned the T-Mobil router and canceled the service. But now I am reading similar articles, that make it seem that you can connect a Firestick to the T-Mobil Home Internet router. PLEASE HELP, any competent people left out there, since I don’t want to be stuck with my current overpriced and horrible service internet provider (Spectrum).        

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3 days ago
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SoCal MarkFirst activity
asked in Troubleshooting

t-mobile Home Internet - Location Issue

I live in Los Angeles County California, and the home internet is showing the different sites that I am in Las Vegas.  This creates a problem from things like streaming YouTube TV, to access my local channels.  Spent many hours with Home Internet (they act like they have never heard of the problem - yet I have seen some comment on this chat (doesn’t T-Mo monitor the chat room, (another question for another day))).  It was suggested that I wire my personal router into the T-Mo router, and at first it appeared to work but then when I went to You Tube it showed location as Vegas again, An hour on chat with You-tube (this person appeared to know what they were talking about) and he finally said that You tube uses your IP address to determian where you have access and since my was saying Vegas that all they can do.     Anyone have any suggestions on a work around, I would hate to go back to Spectrum to solfe  the issue.

36
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2 months ago
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JsutheRookie
asked in Gateways and devices

new 5g gateway won't connect to the internet

Just got my new gateway to replace the 4g one I've had since June.After setting it up, the app shows that it is connected to the internet, but I have no connection. Tried my phone and laptop. Both connect to the router but have no internet access. Of course, t mobile support has a 3+ hour wait! So I'm hoping that someone here might have a tip. I've tried restarting it, even doing a factory reset (twice) and no luck.  The display on the gateway device itself shows a strong connection. 

11
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2 months ago
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louishirsch1@sbcglobal.netFirst activity
asked in Troubleshooting

Tmobile home not showing up in list of wi-fi on new computer

I have an older computer which connects to the t-mobile home internet fine as dones my Android. But I bought a Lenovo computer and it shows every darn network in the building(many which my older computer doesn’t see) but not the Tmobile network, How do I get the computer to see my t-mobile home network. I have the grey Nokia router if that makes a difference. Any possible suggestions appreciated. 

8
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5 months ago
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Craiger33First activity
asked in Troubleshooting

Why not participate in the Affordable Connectivity Program (ACP)??

I am a T-Mobile Home Internet user and was getting benefits from the EBB (Emergency Broadband Benefit) which ended this month. I was eligible to continue benefits under the new Affordable Connectivity Program (ACP) but then found out that T-Mobile has chosen NOT to participate in this new program. I am being told I need to switch my service to Metro or Assurance (which require a phone line to get Home Internet). I’m not interested in switching my accounts, but if I have to-  I won’t be going to one of their subsidiaries, I’ll move to AT&T or Verizon (both supporting their customers by participating in the ACP. WHY is T-Mobile not choosing to participate in the ACP?? Why is T-Mobile choosing to NOT support their customers in a time of need?  

28
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5 months ago
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DrLipSyncherLearner
asked in Gateways and devices

DNS Blocking on T-Mobile Gateway, Gateway Refuses to Accept Connection

Have been having issues lately and did some deep trouble-shooting today.All the usual trouble shooting, restart reboot gate way, reboot router, reset gateway, reset router, unplug devices, etc…Found the issue was the gateway kept reporting it was connected but the router which is wired directly to the gateway said there was no connection.I normally use an alternative dns provider for everything, as the ISP provided dns is slow and insecure subject to dns jacking.As soon as I switch the router to use the ISP Provided dns from the gateway it connected perfectly, devices that were manually configured with the alternative dns on their interfaces still couldn’t connect though.Switching these devices to the ISP Provided dns solved their issue as well.Only thing that is working with the alternative dns without issue is the Secure DNS protocol which appears to be immune to what ever is going on with the t-mobile ISP. I don’t know if this is a bug or a feature in t-mobile’s book or this is due

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1 year ago
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roninazFirst activity
posted in Troubleshooting

Poor Internet speed and not reliabity

I have had home internet for 30+ days.  The speed and reliability has not been consistent.  I have seen speed from 80 ~ 100 mbs and then have seen speed from 1 ~ 5 mbs.  Also while streaming Netflix and Prime we have seen buffering and sometimes the movie locks up and I have to restart the movie.  My Sonos One device keep disconnecting due to slow internet speed (speed test was less than 1 mbs).I have spent hours  and days on the phone with support and non of the issues have been resolved.  Support personnel have been professional and we run through general reboot scenarios but  it does not fix the problem.  The problem issues have been turned over to the engineers but still no resolution.I would like to keep the home internet solution but it has been a very frustrating experience.  I may be forced to go back to my previous internet provider as there were no speed and reliability issues with them.If there is anybody from t-mobile reading these posts…….please resolve these issues before

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21 days ago
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drmalcolmFirst activity
posted in Troubleshooting

T-mobile 5G Home internet and VPN

I recently installed T-mobile 5G Home internet intending to replace Comcast Xfinity.  Installation was a breeze and I have the gateway/router setup at an ideal location in my home. I am getting download speeds on par with Comcast in my area (~200-230 Mbps) .  But once I logged into my work via VPN I noticed a significant downgrade in speeds.   I see downloads and uploads via VPN throttled way down (1-2 Mbps) compared  to without VPN.   I can confirm there are no bandwidth issues when the VPN is slow,  as I get very good speeds from a device that does not use VPN on the same setup.  Also I still have my Comcast setup and when I switched my wifi to use the Comcast gateway I see speeds over VPN are more than 15X of what I see with T-mobile . So it looks like T-mobile is clearly throttling VPN traffic.  Everything else in the setup is the same (wifi,  target device, VPN network etc).  The only difference is the backend network (Comcast Vs T-mobile). I recall some mobile networks do this to

10
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1 month ago
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snsokstanLearner
asked in Troubleshooting

I have T mobile 5G internet. How do I add the Ooma landline service?

I have 5G Internet service with T-Mobile. I want to convert my landline service to T Mobile. It’s currently on another internet provider. I see there’s a tel port on my Gateway device. I can’t find a link on my account pages and I’ve been on hold with T-Mobile support for over half-hour.When I first signed up, I saw a special offer for Ooma through T-Mobile.  Can anyone direct me to that?

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2 years ago
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DandanRookie
asked in Gateways and devices

Can't access 192.168.12.1

Can’t access 192.168.12.1. I am already connect with the WiFi. But just can't access the 192.168.12.1. Don't know wwhy

14
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1 year ago
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raphaelFirst activity
posted in Troubleshooting

Frequent Disconnection on 5G Home Internet

Just putting out my observations on disconnects on my 5G Home Internet -- hoping that T-Mobile’s engineering will take notice because I’m not sure if my support calls during the past several months have trickled up.  I will place another support call again to communicate these observations. My gateway is on the latest 1609 firmware. During the last several months, I noticed that at least once a week, usually on a weekend, my Internet connection will drop out, sometimes two or three times on a given day.  It was unpredictable.  It could occur several times during a  given week; and, like most, working remotely, it wreaked havoc on my work day.  Often noticed service disruption when streaming video starts buffering or my vpn drops out.  Sometimes, I’m able to catch a severe degradation of speed on a speed test app before it becomes unusable.  I usually see 300/50 Mbps, so 1 to 2 Mbps down was definitely not a reasonable speed -- especially with the gateway still showing four bars. In eve

29
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1 year ago
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hagfishFirst activity
asked in Troubleshooting

Laptop Does Not Recognize T-Mobile Internet

My laptop is a few years old. It does not recognize the T-Mobile network. My laptop recognizes other networks, cable, fiber optics, etc but not T-Mobile. Is there a setting I can change to get this to work?

14
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3 months ago
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lullaRookie
asked in Plans and Services

Home Internet not eligible for Emergency Broadband Benefit

So I went through the application process and got approved but now T-mobile is telling me that my home internet is not eligible for the benefit. What gives? Why have it on the page advertising it if their plan does not qualify? What does someone need to do to qualify? They are advertising that they are a part of this yet no one is having success in setting it up.

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Maria99
2 years ago
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magenta7995230First activity
asked in Troubleshooting

How to return Internet Gateway?

I was sent a high speed internet gateway, but there’s nothing for it to connect to. No 5g nearby and the 4g LTE is terrible. It needs to go back ASAP, but I can’t reach anyone by phone to arrange it. I guess they’re not doing chat support now.

5
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1 year ago
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Paksak55First activity
asked in Troubleshooting

UPnP and XBox gaming

I see complaints 6+ months old on the lack of UPnP and Open NAT (Port Forwarding) settings in the NOK 5G21 Gateways. Unable to use XBox with it. My Gateway came with the most recent software already loaded (1609). Is T-Mobile going to address this or are they just saying they are? I can’t get anything more than a scripted answer from technical support.

4
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1 month ago
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jordanlovestabbyFirst activity
asked in Troubleshooting

Anyone's Home Internet App not loading?

I had an issue and they reset my router/modem. The password reset and Im trying to change it back but I can’t load back into TMobile Home Internet App at all. Its stuck at loading.

33
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6 months ago
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