Replies posted by Cali Cat

387 Replies

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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.

2
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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.

2
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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.

1
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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.

1
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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”.

1
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1 year 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.

1
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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.

8
K
4 months 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

4
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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.”

4
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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.

1
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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.

1
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1 year ago
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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.

6
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1 year ago
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NusstangFirst activity
asked in Gateways and devices

Ruud Thermostat will not connect.

Than you for your suggestion but it didn’t work. I always get the same message that the settings (on the thermostat’s network) have been successfully configured but the wifi module has lost the connection. Any other thoughts? It looks like half of your problem is solved. If wifi is found but not able to connect then it would point to either your wifi standard (AX, N, AC, etc) or your security setting (WPA, WEP, etc.) or both. I would lookup the wifi spec of your thermostat, then check that against what is configured on your router.

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4 months ago
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Sherlock HolmesSpeaker
asked in Gateways and devices

Does the NOK 5G21 Gateway have a bug in the LAN connections?

The OP asked about the Nokia, so my reply was about that. Sorry to hear that the Arcadyan has that problem. I was going to see about getting one. If any other Arcadyan owners are experiencing this problem, it would be good to get a thread going about that gateway.  Perhaps you could post your experience, Unix_User, under a new thread with Arcadyan in the title. I also have an ATV, and it streams 4K videos perfectly via the ethernet (into a switch, then to the gateway via ethernet cable). The problem you describe can also be caused if your ATV had a static IP address that you were using with your previous router.  The T-Mo gateway uses a 192.168.12 subnet that none of my previous gateways used (cable or DSL). So, for example, if your ATV had a statice address in a 192.168.1  or a 10.0.0 subnet, then the gateway would never see the ATV.  I’ve read, but not experienced, that some ATVs had trouble getting a dynamic IP address and needed to have a static address set for a subnet used

13
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1 year ago
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MoabFirst activity
asked in Troubleshooting

device count

Technically, a router can issue about 250 unique IPs but router performance will limit that to a smaller “real life” number. Without knowing the official spec (TMO manual does not specify), you are probably safe at 100 devices or less.

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1 year ago
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shaivalaFirst activity
posted in Accounts & Services

Sales Rep created 2 accounts...

Just to clarify “charged twice” - you all see two charges on your first bill for your new home internet line. The first charge is for the period of time you used from day 1 up to the next billing close date. The second charge will be the full amount for the the next month since TMobile bills forward and not in arrears.Any refunds that were issued due to cancellation of any services will not show up until the next billing cycle since TMO can’t change the current months’ charges after billing period has already closed (this is when you receive the paper bill). You just pay the amount shown and your next bill will be adjusted with your refund.if you did indeed get charged for 2 lines, you will see 2 lines on your bill with two different phone numbers. You need to cancel the other line if this is the case. Just make sure the SIM card matches the number of the one you want to keep. TMO does not charge any phone number for more than one service.I had a similar experience where I was getting

4
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1 year ago
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rosealieeeFirst activity
asked in Accounts & Services

I haven't received my phone, I think UPS lost my package

I ordered a phone from TMobile and when UPS delivered it to me the package had been tampered with a the phone was missing. TMobile tells me that they cannot help me and I basically have to fight it out with UPS to get my money back. I'm a loyal customer but I am really considering leaving TMobile to go with one of their competitors. Although they are cheaper I am considering paying the extra money. I am so upset  That definitely sucks. I assume UPS just left the box at your delivery address since you could have refused delivery had they tried to give you an empty box. Unfortunately, once UPS shows delivery it gets really complicated since they are no longer liable for your package. I would contact UPS and get to there lost package department and ask them what they need from you to mark this delivery as stolen. Also make sure you have the facts on delivery signature requirement. If TMobile did not require signature on delivery, they could be held responsible.

23
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4 months ago
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Levicalhoun87First activity
asked in Coverage & Signal

Good signal/bars but no network connection many times daily

It looks like most of the folks having this issue (phone and/or home internet) are describing when the cell towers are overloaded with more connections then it can manage. The symptoms are:Strong signal but low or no data Strong signal but dropped calls Restarting your device gives you a brief moment when data works again only to lose it. This is caused by your restart putting your device back to top of the data queue momentarily.I experience this a lot in both dense cities and remote areas. A good example is a vacation spot. Go during the week and no problems. Go during the weekends and your same phone from the same spot gets little to no data even though the signal strengths is the same as the week.Unfortunately, the “fix” is for TMO to upgrade such towers and they are. However, they can only upgrade so many on a given day and nobody can tell you when your area will be upgraded. TMO want’s to add more capacity so they can bring in more customers. I’m sure the TMO exec is accurately a

77
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1 month ago
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shaivalaFirst activity
posted in Accounts & Services

Sales Rep created 2 accounts...

Just to clarify “charged twice” - you all see two charges on your first bill for your new home internet line. The first charge is for the period of time you used from day 1 up to the next billing close date. The second charge will be the full amount for the the next month since TMobile bills forward and not in arrears. Any refunds that were issued due to cancellation of any services will not show up until the next billing cycle since TMO can’t change the current months’ charges after billing period has already closed (this is when you receive the paper bill). You just pay the amount shown and your next bill will be adjusted with your refund. if you did indeed get charged for 2 lines, you will see 2 lines on your bill with two different phone numbers. You need to cancel the other line if this is the case. Just make sure the SIM card matches the number of the one you want to keep. TMO does not charge any phone number for more than one service. I had a similar experience where I w

4
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1 year ago
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hienpdFirst activity
asked in Troubleshooting

What network is ethernet connected to?

Both wifi bands and both ethernet ports are all on the same 192.168.12.x network.

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1 year ago
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K4VWRookie
asked in Gateways and devices

Purchasing a used Gateway

Gateway is basically a cell phone so yes, you could swap out the SIM card so it has the same number that is already on your account, but TMobile may not allow you to activate the IMEI of the new router. I would recommend you get a written acknowledge from TMO stating they support buying your own router. There is also the question if the new router would get future firmware updates.However, like a cell phone, if any of these units on eBay are stolen, I would imagine Tmobile has already blacklisted the IMEI like they do with phones so even if you get confirmation you can bring your own device, you run the risk of it still not getting service if IMEI is blacklisted.

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gramps28
Pillar
1 year ago
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Billsno1First activity
posted in Gateways and devices

Chamberlain MyQ garage door opener compatibility

Please clarify for others if your “old” router is connected to the TMO gateway using AP mode or DHCP. AP mode will allow all devices on your network to see each other but if you enabled DHCP on your old router, those devices will not be able to see the devices on the gateway network.

5
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1 year ago
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Gman1Rookie
asked in Accounts & Services

Switching to Magenta Max 55+ for Free Phone upgrade

You should get the benefits of Max on the day you upgrade. However since your current month’s bill has already generated back when you were not on Max, you won’t see the bill for Max until the next month’s bill. On next month’s bill, you should see two separate charges for the upgrade - one will be the prorated amount from the prior month from when you upgraded to the end of that billing cycle. The next charge will be the full amount for the Max plan since TMO bills in advance and not arrears.As for honoring your $200 upgrade that should apply the day you upgraded. The $200 in addition to the rest of your trade in credit will also show up in your next bill.As for cancelling, you have 14 days from purchase if you did this at a retail store or 20 days from purchase if you did this online so it can account for shipping time.

1
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1 year ago
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rmgerwienFirst activity
asked in Accounts & Services

Can I just pay my bill!? Bill pay bage is broken, AGAIN.

If you are able to setup autopay, you can avoid this. That is no excuse for website not working but autopay adds a nice discount to most plans.

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syaoran
Pillar
1 year ago
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RzadFirst activity
asked in Accounts & Services

Anyone else experience this dichotomy between local and online experts?

This is not uncommon since most retail stores are independently operated TMobile resellers who have limited access to account data that corp support has. You can try to message on TMobile corp twitter help to get to resolution since corp has the final say on your account.

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1 year ago
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