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Troubleshooting

Having issue with the internet? Seek and provide help here.

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  • 10,262 Replies
1726 Discussions
copz1998
copz1998Adept
posted in Troubleshooting
T-Mobile Home Internet setup video

Good day,As a user of T-Mobile Home Internet (TMHI), and someone who answers questions about the setup in this forum, I thought it might be helpful to post a few videos on the setup. There are many setup videos available, but the one linked below seems easy to follow and understand. For advanced users, you will find it boring.NOTE: if you are in an area where a T-Mobile cell tower is not close, your signal and performance may not be adequate and this service may not be for you. However for me and many others, we are within about 1-2 miles (line of sight) of our cell tower for 5G service. If so, you should get “4-5 bars” and get over 75 - 150+ Mbps download speeds. Also - you can change your SSID / wifi network name and password (please do so) during the setup process when using the T0Mobile Internet app to setup your new gateway/device. And, with the second video, if the user would have rotated his gateway a few degrees and waited and check his signal, he would have probably seen a sig

12
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6 months ago
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DutyBoundFirst activity
asked in Troubleshooting
DNS restricted content on Youtube? Says it's admin, not my account.

Just got the home internet 5G.  Seems to work fine, but suddenly my Youtube content is restricted.  Can’t see a lot of content, nor can I see comments ON MY OWN VIDEOS.  OMG.I ran through the Youtube help pages which led me to this:-----------------------------------------Restrictions on your organization networkRestrictions on YouTube content set up by an administrator on your networkcheck_circleDNS restrictions are onModerate restricted for www.youtube.com, youtubei.googleapis.com, youtube.googleapis.com, m.youtube.com, www.youtube-nocookie.comx_circleHTTP header restrictions are offManaged byOrganization administratorNeed help?Reach out to your network administrator. Learn moreRestrictions on your personal accountOptional restrictions set by your own accountx_circleRestricted Mode offManaged byYou I’ve been trying to figure out if there’s a way to remove the restrictions on the gateway, but I can’t even seem to download the software to the gateway itself.  I’m doing this on a PC lap

8
syaoran
Pillar
20 minutes ago
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JmanuNovice
asked in Troubleshooting
Recent Issue

New to Home Internet service 1 week ago. Everything in house worked fine- 3 tvs with Roku, Slack calls, etc. Thursday evening, 2 of the Rokus will not connect to wifi anymore- only the newest one connects.  Called tech support and they said they see nothing wrong after having me create a new 2.4 line saying this will solve it. Also, calls dropped now and tech support had 2 call me back 3 times. They finally said it must be a Roku issue and left it at that. Anyone have advice on who I should contacting? When it worked for the first 5 days, it was great.

1
syaoran
Pillar
21 minutes ago
S
SleepsisterFirst activity
asked in Troubleshooting
t life app

When I try to get on my Tuesdays app it just says I need an upgrade. When I go to the App Store under t life it just says open, but when I open it it just says I need an upgrade. Unusable for months now. 

2
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2 hours ago
A
Anonymous
posted in Troubleshooting
NAT/forwarding issues while gaming/streaming

Hey guys, I'm new here... I just got my gateway in yesterday... I must say, I'm highly disappointed and I only wish I researched this further before I ordered it...I've already done multiple searches on this topic, so I'm not gonna ask the question I've been wanting to ask which was: "Why isn't my connection open NAT?", or "Why can't I port forward?". I've pretty much answered all of those questions myself by simply searching. I have taken it upon myself to call T-mobile's tech support anyways in the event that somehow a miracle is sent my way.... Fortunately for me, a very kind gentleman by the name of Alex, employee number 786457, assured me that they will be fixing the problem within a 48 hour period. I was told there will be some Beta software sent to my unit "possibly". And yes, that was the word used... Not sure how far I can believe that, seeing as how a lot of you are having issues. But anyway, this is my journey. I will post some updates here n there to let y'all know the outc

31
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5 hours ago
I
isaxonRookie
asked in Troubleshooting
My new TMO-G4SE Gateway REGULARLY drops internet! The older one NEVER EVER DID??? WHAT IS GOING ON?

Summary:Modem appears to drop the internet completely, sometimes right around 9pm No clue how to diagnose it at all.  T-Life app seems useless when this is happeningI see there’s a similar one above:  “Modem drops internet service every night”.  This could be my issue.  BUT my previous modem, which I still have and might switch back to, NEVER EVER DROPPED INTERNET FOR MONTHS AND MONTHS!?!  It WAS awesome.  Now it’s not.  I’m reading all sorts of threads about business practices with very unhappy customers and prioritizing service in what sound like an almost “bait and switch” strategy.  That’s very unseemly.  I bailed on Frontier (fiber) and never looked back.  But the problems are having me think I should dump both of these and go back to Frontier because this simple problem I have looks like a nightmare waiting to WASTE MY TIME!  Shame!I was sold the new modem by a CSR and felt like it was a shady deal, because it wasn’t a swap but adding a new, so I don’t know if I’m a “new” custome

12
T
14 hours ago
K
kirra9bookerFirst activity
asked in Troubleshooting
LG smart TV can't find tmobile wireless network

I have 2018 LG smart TV that won't find my new Tmobile wireless network.  Have turned it on and off a couple of times as well as unplugging it.  Other things in the house have come nected I clouding my phone so I know the name of the network and that it is working   TV finds my neighbors wireless network.  Any ideas?

4
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1 day ago
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cellPhreakFirst activity
asked in Troubleshooting
World of tanks and TeamSpeak issues

the past week or so world of tanks constantly loses connection to the server and so has TeamSpeak.   both have worked perfectly until recently.  anyone else with similar issues lately or a possible solution>?  I have already uninstalled and reinstalled WOT and uninstalled all mods.reset all network connections and factory reset default gateway.when using my phones hotspot (VZW)…. problem goes away… clearly a T-Mobile issue. what do I do»?

6
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1 day ago
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KDaley8349Novice
asked in Troubleshooting
Is Home Internet unreliable for everyone?

For the first 6 months T-Mobile home Internet was great. Then, it started having regular outages. I'm now on my 3rd gateway device and still having regular outages. Tech support has recommended move to a 4th, the newer G4 device. If that doesn't work, in looking for a new Internet provider. 

2
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1 day ago
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ntorres1First activity
asked in Troubleshooting
Where is my rebate?

When I signed up for T-Mobile I was told I would be getting a $50 gift card as a rebate that I could use to pay my bill. It has been over 6 months and I haven’t gotten my online gift card. I want to use it for my bill this month. Why have I not gotten this?

10
R
2 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.

38
I
4 days ago
S
saint6781Novice
asked in Troubleshooting
VPN connection

I have SurfShark VPN and wanting to know how to connect or link my SurfShark VPN to my 5g home internet.

0
S
4 days ago
M
mmlouieRookie
asked in Troubleshooting
setting individual channel with 2.4 and 5ghz?

the router does not give you the ability to set individual channels, anyone have any luck in doing so?

5
F
4 days ago
T
Tony PaulNovice
posted in Troubleshooting
HP Officejet 7410 All-in-one printer needs a WEP key to connect

I switched from Verizon to TMobile Internet, and my HP Officejet 7410 All-in-one will connect to the wi-fi. After selecting my network, it ask for a WEP key.  Please help

0
T
5 days ago
H
hockeyman13First activity
asked in Troubleshooting
HP printer set up with T-Life

We just switched to T-Mobile internet and cannot get our HP printer to connect to the wifi. All the videos and troubleshooting comments I have watched/read all say to use the T-Mobile internet app to set up a new network for the printer. The problem is that there is no longer a T-Mobile internet app. It is just T-Life now. There are no options on this new app that allow you to add a new network to the wifi. Anyone know how to do this?

4
copz1998
6 days ago
L
Letty1953First activity
asked in Troubleshooting
weak signal

I have had t mobile almost a year no issues. Monday morning the signal went weak and has been since. No bad weather no power surges. They sent new gateway nothing changed. I moved it to every spot the app shows is a good place nothing. Now they are sending new sims card but I asked IT people they said rare that this is issue I work from home it’s so slow and freezes constantly. Can’t get tv I stream and my ring cameras don’t work. Any ideas I don’t want to change but will  

11
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6 days ago
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apflood33First activity
asked in Troubleshooting
Iphone Hotspot

Iphone hotspot will not connect to my macbook pro. I can connect to the Ipad no problems. Another phone on my plan has the same problem, different iphone and different macbook but same issue. TMO plan has hotspot. Thanks for the help.

0
A
8 days ago
A
A2ronFirst activity
asked in Troubleshooting
GlobalProtect VPN not working with T-Mobile

I have seen several posts about VPNs not working with T-Mobile Home Internet. What is T-Mobile's plan to address this? I contacted my corporate IT department and they said it's not their VPN. All works fine on my old ATT home internet and Verizon Hotspot (work cell). Maybe I should drop T-Mobile Home Internet and go back to ATT.

57
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8 days ago
TwinMama1418
TwinMama1418First activity
asked in Troubleshooting
Change Device Names

How can I change the device names as they show up on my TMobile Home Internet Wifi?

26
M
9 days ago
A
Aerofowl13First activity
asked in Troubleshooting
Warning

Do not purchase Tmobile home internet. I switched from Spectrum because I was sold on more reliable, faster service. I have had it one week, and that's all it took for me to recognize that T-Mobile is hawking snake oil. This is, hands down and without doubt, the worst, slowest, most unreliable internet service I have ever had the misfortune of experiencing. Everyone at Tmobile ought to be ashamed to even work there and call this internet. In 2024, charging people for speeds this slow are absolutely unconscionable. I work from home and require a reliable serivce, and every day this week, it takes five minutes or more on occasion to attach a PDF file. I'm switching back as soon as humanly possible, and will spend every waking moment for the rest of my existence telling anyone and everyone who will listen that using their money as toilet paper is a wiser and more efficient use of said money than giving it to these con artists. 

0
A
9 days ago
A
AlthiusFirst activity
asked in Troubleshooting
Unable to use T-Mobile Home Internet with work VPN, any suggestions?

I’ve recently been told by work Information Services that I cannot use my work laptop with T-Mobile Home Internet.   Here is there response to my support request. T-Mobile's primary service called "5G Broadband" is not true wire-to-site broadband.  While Cisco AnyConnect can work over 5G and other wireless connections, MTS does not recommend its usage unless absolutely necessary, and if you utilize a phone line such as Cisco Jabber call quality cannot be guaranteed.The issue is that while 5G can provide broadband level speeds and bandwidth wireless solutions, such as 5G, have a higher tolerance for "packet loss."  Packet loss is when individual pieces of data are dropped/lost during transmission.  For most applications this is a minimal issue that 5G speeds may render unnoticeable, but a live connection, such as the AnyConnect VPN or Voice Over IP phone services, will experience connection degradation or be completely disconnected forcing you to reconnect.This is not an issue MTS can m

126
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9 days ago
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MandM01First activity
asked in Troubleshooting
AP Isolation

How do I turn off AP Isolation?  I can not use my Google devices with this network. 

21
S
9 days ago
B
BeMacFirst activity
asked in Troubleshooting
Change Password and Name of Home Network

I just got T-Mobile internet and after connecting it all up I want to change the factory given password as well as the name that shows up as my network. Using the I.P. address hasn’t worked. Customer service chat said to go to the “network” page but didnt’ say where that was. I have looked through out the website and app and cannot find where I can login as an admin to make this simple change. I did happen upon a T-Mobile page that said by clicking “here” I would be able to do this, but it’s just a page that shows I’m connected. I just made this switch for internet and I”m wondering if I made a mistake…I have a Gateway Modem, White, stands up...

2
C
9 days ago
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BellafortunateFirst activity
asked in Troubleshooting
Why is my connection ALWAYS "weak"?

I've loved my mobile service so when I was able to sign up for home internet I jumped on it... but the speed is consistently abysmal, no matter what I do. Maddening and disappointing. I live in a big city and have no problem with the phone service. The photo here is on a GOOD day. What gives?? Do better, T Mobile! 

8
syaoran
Pillar
10 days ago
B
BekkiCHelper Level 1
asked in Troubleshooting
Router Won't Connect to Online Play for Nintendo Switch

Hello everyone! I am in desperate need of help. I recently bought a Nintendo Switch and am trying to access online play. I always get an error message when I try to access online play. The error typically says something about my NAT type causing the issue. My T-Mobile router (Arcadyan KVD21) seems to have NAT type B. I was told that I could just access my router settings on my computer and enable UPnP. However, when I type in my IP address I do not see any router settings to change. All I see is connection status/quality and some gateway information. Basically all I see is exactly what is in the T-mobile home internet app. Does anyone know how to fix this issue? Should I just get rid of T-Mobile home internet and get something else if I want to play games online? 

11
A
10 days ago
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