Replies posted by Cali Cat

387 Replies

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helpneeded22First activity
asked in Troubleshooting

T mobile home internet 5G signal but "no internet"

Don’t hate me Cali Cat I am just being honest. I’m neither affiliated with TMO or a moderator in the community. You are fully entitled to express your opinions as far as I’m concerned. I came here initially to get support and I found the community very helpful so I am simply trying to repay in kind.

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1 year ago
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AndikayentaFirst activity
asked in Accounts & Services

how do international trip work

If your TMobile plan doesn’t include international roaming then your options are:Purchase international roaming from TMobile. You will see what your plan can add on in your online account. Get a SIM card from a carrier in Korea. However, it will only work if your TMobile phone is unlocked. Use a wifi hotspot as you suggest.

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1 year ago
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ngo2050First activity
asked in Accounts & Services

It has been over 2 months but I have not received my phone

I had a lost phone in shipment as well. I called TMO support directly and they created a replacement order right away. Your lost order will still show up on your account for several months as they investigate but you will never be charged for more than one phone and one line. TMO wants you to start using your service ASAP so they can start billing you so they are highly incentivized to get you a phone.Keep in mind most Tmobile retail stores are independent authorized resellers so the quality of custom service is highly variable. I’ve also been told by retail stores that Tmobile corporate does not provide them with the same level of account access that corp support does.

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1 year ago
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magenta10520299First activity
asked in Accounts & Services

In Cruise to Alaska

I would go a step further - if I’m on the ship, I disable cell service. Only when I’m on dry land do I turn cell service back on. There are times when you can connect to land based cell service, but it’s hard to tell when that if you end up using your ship’s cell service, it is ungodly expensive and you will never get a refund for “I didn’t know I was using ship’s cell service.”

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1 year ago
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eraserheadhairRookie
asked in Troubleshooting

Router Configuring Advice

Good to hear you have most of what you were looking for working. To answer some of your questions:AP mode - this should be seamless to enable. I’ve switched back and forth between DHCP and AP mode and never lost wifi connection after the router took a few minutes to auto reboot. When switching to AP mode, it takes another min or 2 for the TMO router to assign all the new IPs. However, if you set any static IPs back in DHCP mode, those will not work since the static IPs were on a different subnet.DHCP mode - this allows your Asus router to do everything it’s suppose to do. If you don’t have any connectivity issues with your apps, then I would recommend you keep it this way. I haven’t had any problems either and as you said no change in bandwidth or ping.Web UI access to Asus Router - in AP mode, you have to see what IP address the TMO router assigns to your Asus Router then use that IP address to access the web UI. In DHCP mode, you can use the standard “router.asus.com” URL since that

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1 year ago
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NusstangFirst activity
asked in Gateways and devices

Ruud Thermostat will not connect.

Your thermostat probably only works on 2.4G wifi. That causes problems with default wifi settings on TMO router because the 5 and 2.4G share the same SSID. This results in your phone connecting to the 5G wifi and your thermostat app trying to connect to 5G when it only works on 2.4GTry separating the 2.4 and 5G wifi to two different SSIDs and makes sure you phone is connected to the 2.4G before setting up your thermostat. Once you finish setup and thermostat is working, then you can switch your phone back to 5G. Both the Nokia and Arcadyan routers allow you to separate the channels.If the above doesn’t work, then your thermostat may not support the default security protocol and will need to connect Ruud to ask what the security protocol needs to be.

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4 months ago
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WartanFirst activity
asked in Troubleshooting

turn off wifi broadcast on 5g Home internet

For Nokia (silver cylinder) you go into wifi setting and disable every single SSID for each channel. Make sure you check the drop down of all SSIDs because if you miss one, it will still show. Yes, pretty stupid but that’s how it works.For Arcadyan (black cube), there is no official support so you have to use backdoor scripts that Nater Tater shows you how on his Youtube channel. It may look complicated, but he makes it pretty simple copy and paste steps.

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1 year ago
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tashhhFirst activity
asked in Plans and Services

Cancellation and refund

TMO bills in advance and not in arrears. This means your payment due on 6/7/2022 was generated back in early May before you canceled and returned the equipment. They can only issue a refund before the next bill is generated which will be calculated in June with a due date of July 7. The correct directions the TMO rep should have told you are “please pay for the service for your current bill due on 6/7 but you will see a refund on your next bill due on 7/7”.

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1 year ago
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cim1234First activity
asked in Plans and Services

Prepaid MasterCard

When I got the prepaid MasterCard, I did not get an email, but got a text on my TMO phone with a link to retrieve my card. If you don’t have TMO phone service I would contact TMO support to figure out how you are suppose to get the text.

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1 year ago
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txdiver1First activity
asked in Gateways and devices

NO LOG IN ON HOME WIFI

Did you make sure to use the SSID/Password to connect to the router, then you use the admin/Password (different than SSID/Password) to login on the app? If yes, then you may have a router that has been previously used so a full factory reset will put the SSID and admin passwords back to default that is printed on the label on the bottom of the router.

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1 year ago
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northgeorgiaFirst activity
posted in Gateways and devices

disappointment

Sorry to hear. It would be helpful to others if you can at least give a zip code of where you tried. There are a lot of variables that TMO can’t measure from tower to inside your home so I would not take a sales rep’s word on what should or shouldn’t work. They can definitely say where the service is available, just can’t tell you how well it will work until you try it.My story is the opposite. I was told from TMO rep that others around my area were getting 100-130 mbps download but once I got the gateway inside my house I’ve been averaging 200-400 mbps for the past 4 months.

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1 year ago
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TiembreqFirst activity
asked in Accounts & Services

How to unsubscribe from third-party app (apple music) when it is tied to your account.

Apple Music does not use Google or TMobile for billing. You should be able to cancel subscription from within the Apple Music app. If you are unable to do that, I would just contact Apple Support to resolve.

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1 year ago
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naythetravelerFirst activity
asked in Accounts & Services

Does everyone need to be 55+ on the Magenta MAX 55+ plan?

While only the primary act holder needs to be 55+, you are limited to 4 lines under the special rate.

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1 year ago
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seatocl1First activity
asked in Gateways and devices

moving from cable modem to T-Mobile 5G Highspeed gateway disable wifi?

At present, you can disable wifi. There are many posts that show how depending on the model of your gateway. Unfortunately, there is no way to disable DHCP on the gateway.

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iTinkeralot
Pillar
1 year ago
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RQ1234Rookie
asked in Gateways and devices

NOK 5G21 GATEWAY GRY KIT LAN Connection

I  also have NOK 5G21 GATEWAY GRY KIT. Did anybody face VPN connection issue? My company uses Cisco Anyconnect to VPN through company laptop. And VMware Horizon Client to remote in from personal laptop. My company blames T-mobile, and t-mobile blames my company. It works perfectly fine from my friend’s internet (internet from other company), but I have issue when trying from t-mobile wireless internet. At this point I don’t see any option other than switching company for internet.  I would side with TMO on this. My reasoning is that a company provided VPN should work no matter where you are in the world as an employee. Also, companies still use mobile hotspots for their employees who travel and those need to work on VPN as well. TMO Home Internet is basically a hotspot so with the right configuration on the VPN end it should work. My wife’s company is in the Fortune 500 and her VPN worked from day one on TMO Home Internet.

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1 year ago
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zbabichbFirst activity
asked in Annual Streaming Offers

MLB TV doesnt work through 5g home internet

I spoke to texh support yesterday and they said they have a “known issue” with some streaming channels due to the inability to furnish an IP Address location, or something like that.  I asked them to ha e someone contact me to  tell me what the fix or the prognosis is.  Im gkad Im in my free month so i can cancel if it doesn’t work. That appears to be a legit explanation. All major league sports have local broadcasting policies and restrictions so the apps need to know where you are physically watching, at least within a zip code of accuracy. On smartphones that’s not an issue because the apps rely on GPS location. For home internet, apps started using the public IP address of your router to give an approximate location since most laptops and PCs don’t have GPS capability. For TMO gateway device, it’s basically a cellphone and even has GPS built in so that TMO can make sure you don’t use your gateway outside your home.The way the cell networks work makes public IP geolocation extremel

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10 months ago
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belovedoaksFirst activity
asked in Accounts & Services

Netflix

Hmm , this chat  is not very useful This is not a live chat and there are currently no official TMobile employees active in this community. This is a peer-to-peer community of TMO customers where solutions to problems can be found without waiting on Tmobile Support.As for Netflix activation, here is the instructions:https://www.t-mobile.com/support/plans-features/netflix-on-us

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Pillar
6 months ago
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DianeDog5Rookie
asked in Accounts & Services

T Mobile Survey Scam

Sorry for your situation. Since TMobile had nothing to do with this scam there is nothing TMobile can do for you other than confirm the scammer was not a TMobile entity. I would talk to your credit card company and work with their fraud department and take their recommendations.

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7 months ago
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KobreyFirst activity
asked in Troubleshooting

5g internet fast on phone but slow on Computer

  That looks pretty solid and should give you upwards to 100-200 mbps. Give TMO support a call to see what’s happening on the tower end because your gateway looks pretty good.

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1 month ago
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eraserheadhairRookie
asked in Troubleshooting

New customer, looking for router recommendations

This guy does good reviews and I’ve been able to replicate his results so take a look for the best one at your price point: Router Reviews

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1 year ago
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KobreyFirst activity
asked in Troubleshooting

5g internet fast on phone but slow on Computer

the only issue is tho, other ppl get around 100- 200 mbps, my area was told to have up to 200mbps, tried hooking up on wifi too, checked speeds again on phone and wifi to compare, now both are getting around 20-30 MBPS  Go into your TMO gateway mobile app and paste the screens of the advanced cell metrics so we can see what your signal quality looks like.

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1 month ago
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KobreyFirst activity
asked in Troubleshooting

5g internet fast on phone but slow on Computer

A couple things to consider:Your phone and your 5G gateway may show same signal strength but just connected to different LTE and 5G bands which would show different bandwidth. TMO has made it clear - Home internet gateways get lower cell tower priority than cell phones.

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1 month ago
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helpneeded22First activity
asked in Troubleshooting

T mobile home internet 5G signal but "no internet"

Unfortunately after waiting 2 hours yesterday we already went over the new SIM card number and the tech activated it etc. Worked for about an hour and now nothing since yesterday. It will probably take longer than today to figure this out since it is highly unlikely that two separate devices are having the same issue. You might want to call TMO today to see if they are willing to give you more time. Generally speaking if your account shows no data usage, TMO may be willing to refund you a paid month if you end up cancelling after the trial period. If there is a single byte of data use, I’ve been told refund would be impossible. Stupid, but that is their policy.

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1 year ago
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jeannec36Rookie
asked in Accounts & Services

T Mobile Experience Forum compensation

Usually the focus group agency will pay out honorariums. I highly doubt anyone at TMO can help since all they get from the agency is bill for running the focus group. If payment came directly from TMobile, there would be inherent bias in the results. For all you know, a TMobile competitor may have commissioned the focus group.Who sent you the recruitment email that has the details about the honorarium? That should be the responsible party. It is also possible that Fuel Cycle subcontracted the focus group to another agency.

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3 months ago
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helpneeded22First activity
asked in Troubleshooting

T mobile home internet 5G signal but "no internet"

The only quick fix I can think of is:Make sure the SIM card in your gateway is using is activated Make sure the SIM card is fully inserted into the gateway slotUnfortunately, I think you have to call TMobile support to confirm SIM activation.

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1 year ago
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