Troubleshooting

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

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  • 7,672 Replies

1492 Discussions

copz1998
copz1998Helper Level 3
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

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1 month ago
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jtheissLearner
asked in Troubleshooting

5G home internet keeps dropping

I’m having a problem with T-Mobile 5g home internet that has not been resolved despite many calls in to the help line.  I’ve had T-Mobile 5g home internet for almost a month now, and the short version is that every so often the gateway drops the network.  When I say “drop the network,” I mean to say it throws everything off of the Wifi that it’s broadcasting, and anything plugged in via ethernet says “no network found.  (To elaborate this point, cell phones switch to cellular data because wifi is gone for them, and computers hardwired into the gateway think that they are no longer plugged into anything.)  Turning off the gateway and turning it back on resolves the issue, but doesn’t prevent it from happening again.  Whatever is happening doesn’t seem to affect our connection speed/strength when the gateway IS providing signal to devices in the home, but due to the nature of our work, we need a connection that won’t just disconnect randomly.   To address this, T-mobile has so far run a

249
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10 hours ago
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thelostpollockFirst activity
asked in Troubleshooting

New gateway

I got the new 5g gateway for home internet. The Admin password is on the gateway. Is there any way I can change the admin password on the gateway? I do not want others to be able to change my password on my IP as I live in an apartment and could easily be gotten. 

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1 day ago
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drd799First activity
posted in Troubleshooting

T-Mobile Home Internet throttling speeds to certain servers (10x reduction)

My T-Mobile Home Internet service (unlimited plan) has been working great for the past 18 months.  Download speeds consistently in the 175-450 mbps range (usually 250-350) when running speedtest.net using Ethernet connection to my gateway.2 weeks ago my download speed suddenly dropped to 15-30 mbps consistently (speedtest.net) - a 10x reduction.  Strangely enough my upload speed remained good at 25-50 mbps consistently.  There’s a long story about many calls into Home Internet and Customer Care support numbers,  bottom line is that everyone kept telling me it’s a cellular problem (connection between tower and my gateway) probably caused by shifting antenna positions on the tower due to the maintenance.  This never made any sense because why would my upload speed not be affected if the cellular connection was bad?  Making even less sense:  All the metrics on my gateway look very good:  4 bars displayed on front panel,  5G RSRQ of -11, 5G RSRP of -72, 5G SINR of 40, 5G band N41.Today I d

0
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1 day ago
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YourservicesucksFirst activity
posted in Troubleshooting

Low Signal Bars

Why does this service suck so bad in a major city? I have reset my modem like every couple hours and it is never over 2bars anywhere in my city

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1 day ago
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mexokreamFirst activity
asked in Troubleshooting

5G Home internet keeps dropping!

I've had 5G home internet service for about two months, after two weeks it started acting up. For about five times a day all my devices connected to the Arcadyan KVD21 gateway lose internet yet stay connected to wifi, I've tried everything! Do I need to replace my gateway? Very frustrating. 

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2 days ago
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SendsationalFirst activity
posted in Troubleshooting

Tmobile blocking my message I sent out to customers with url despite having good rating.

info.sendsationaltext.com is our url that we noticed is being blocked went sent out via A2P Messaging. We use a Twilio number that is registered properly and is approved. We send out to many clients for marketing purposes. Any way we can whitelist this url or you can explain what is wrong with it so far the domain it is being hosted has also a good reputation. Any sort of help is appreciated, I viewed a lot of your forums but found nothing left.

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Community Manager
3 days ago
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KHN1955First activity
asked in Troubleshooting

5G Gateway and Ooma

I converted from cable landline to Ooma a while ago, no problem.  Currently, I’m in the 14 day trial period with the 5G Gateway.  Everything, except Ooma, is working well.  When I plug Ooma into the gateway, Ooma never successfully connects.  When I plug my router into the gateway and Ooma into the router, Ooma connects.  I’ve read several things that suggest I need to modify several port settings in my firewall or modem, but can find no method to modify these settings in the gateway.  And, I’d think that going through the router wouldn’t change any of that.  I can live with the router solution, but would rather eliminate an extra point if failure in my home network.

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3 days ago
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justrick1701Learner
asked in Troubleshooting

Windows laptop can't find T-Mobile Home Internet network... but all other devices can

Just set up my gateway… working fine for the most part, but it doesn’t appear in the list of available networks on my Windows 10 laptop. Phone, tablet, another laptop elsewhere in the house… the network shows up just fine on all those devices.Any idea what would cause this? TIA!

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3 days ago
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shrutigroverFirst activity
asked in Troubleshooting

Facing Connectivity Issues with T-Mobile on Intel Evo i7: Seeking Solutions and Support

Hi EveryoneI find myself grappling with persistent connectivity issues on my Intel Evo i7 device when connected to the T-Mobile network. I'm reaching out to this community in the hopes of finding some guidance, solutions, or shared experiences that might help me resolve this problem. Your support would be greatly appreciated!Here's a summary of the connectivity issues I'm encountering: Unstable Connection: Despite being in areas with supposedly strong T-Mobile coverage, I frequently experience an unstable or unreliable connection. This results in dropped calls, slow internet speeds, and difficulty accessing data-dependent applications. Signal Strength and Coverage: Even when my device shows a sufficient signal strength, I often struggle with poor call quality and sluggish data transfer. This raises concerns about the effectiveness of T-Mobile's coverage in conjunction with the Intel Evo i7 device. Troubleshooting Attempts: I have already attempted a few basic troubleshooting steps,

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4 days ago
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KpeacockFirst activity
asked in Troubleshooting

Home internet modem keeps powering down and restarting

So, we had the Tmobile modem(the 5g tower... black box) for a few weeks now... worked great at first but now it continues  to shut down every few minutes and restart. If it does it long enough I have to completely redo the setup on the app. Has anyone ever had this happen?

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4 days ago
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mheff13First activity
posted in Troubleshooting

Unexplained Skyrocket of 5G Home Internet Usage

I called T-Mobile support about this, but they really didn’t have any answers for me, so wanted to see if anyone else had experienced anything like this. My TM 5G Home Internet usage skyrocketed without any change in our household’s usage behavior during this current billing cycle (May 2023). We have the Nokia 5G21 Gateway. In March we used 66.55 GB, April was 9.23 GB and May is 417.31 GB. I’ve checked all the devices connected to our home network and have been able to identify them all, so I don’t think anyone is tapping into our network. We aren’t experiencing any decrease in speeds or dropping of the network, so maybe I don’t have any reason to be concern, the jump in data usage was just alarming, since we only really web browse, stream video and connect smart home devices. We don’t do anything that would send massive data outwards, either. A few things I noticed in my usage reports over the last few months was the number of reports jumping from 8 in March and 1 in April to over 3,0

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4 days ago
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FeyRookie
asked in Troubleshooting

How To Login with Home Internet Only

We recently switched internet providers to T-Mobile.  We do not have any cell phones with T-Mobile.  Apparently, since we do not have a T-Mobile phone number we are not allowed to access the website.  We did sign up for paperless billing and autopay but if I need to change either of those settings I’m in trouble because I cannot sign into our account.  How on earth is this acceptable?Does anyone have a workaround to providing a T-Mobile phone number in order to access my account on the website?

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5 days ago
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Aisha MohamedFirst activity
asked in Troubleshooting

t mobile 10 million project

t mobile 10 million project doesn't work Over 2 weeks now before that it was working fine anyone have an idea ? thanks 

0
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6 days ago
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htell7First activity
asked in Troubleshooting

internet wifi

I’ve had T-Mobile home internet for 2 years now. It’s been very reliable for the most part. But over the last month, the internet has been trash. It’s constantly loading, stopping or freezing whatever I’m watching. Whether it’s my iPhone or my Vizio tv. This is becoming extremely frustrating. I’ve called T-Mobile techs for help. They’ve had me shut off the wifi. Restart the WiFi. They just sent me a new internet WiFi router and the problem is still happening. This is extremely frustrating. I don’t know what is going on with my internet. 

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6 days ago
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Brewsky0104First activity
asked in Troubleshooting

TMobile home internet connection issues

I have had Tmobile home internet for a couple months now, and I'm having issues with the modem restarting every hour and a half to 2 hours. This has been since the day I put it in. Do I have a faulty unit? Has anyone else been having these issues? Are there any updates that will fix this?  Also the past few days my connection shows to be good but things won't load properly and are taking abnormally long to load. Are the servers having maintenance done to them? 

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7 days ago
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unknown1961Rookie
asked in Troubleshooting

Simple Plug In Extender for 5G Gateway

Is there a simple plug in extender that will help my T mobile Gateway extend my internet downstairs. I'm not an expert so was just hoping there is a plug and play type extender. Thanks

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bocaboy2591
7 days ago
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Vitor TimoteoRookie
asked in Troubleshooting

Iphone from ebay came blocked by the carrier

I bought an iphone with the IMEI: 351855180015507 on ebay and brought it to Brazil, in the ad it was being sold as unlocked, but when it arrived for me it was blocked by you, can you help me? I paid a lot for my cell phone and I can't fully use it

8
gramps28
Pillar
7 days ago
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YvonneDogMamaFirst activity
asked in Troubleshooting

5G -How to do a push-button wifi join?

Where is the WPS push-button join feature for the 5G Home Internet gateway? There is no button on the body of the gateway and I’ve looked on the gateway’s screen, in the phone app and in the web browser interface. I don’t see any hint of an “accept join request” action. My printer is having difficulty joining the wifi network so I’m using it via ethernet cable, meaning I can’t move the gateway out of the same room. It would also be so much easier to join all my other devices that don’t have a keypad to enter the password like my bathroom scale, Filimin, etc. Every device has a separate management web portal. Annoying. 

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8 days ago
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choo2drivrFirst activity
asked in Troubleshooting

No sound on my Galaxy !32

I have accidentally turned off all sound on my A32. No sound. No ring, no keyboard sounds, no notifications. Do Not Disturb is not on, all volumns are up, and I have downloaded all updates and restarted.

1
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Pillar
9 days ago
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pirate BobFirst activity
asked in Troubleshooting

Using a wilson booster with my t-mobie 5G home internet gateway

i  have the black gateway which picks up 1 to 2 bars of signal. I decided to purchase a wilson booster to get a better signal. Now I get 4 to 5 bars. Unfortunately, after about 10 minutes or so my latency goes from 40 to 60 up to 400 or more which makes the boosted signal useless. I thought it was the booster setup, so I replaced it with a new one. Still does the same thing. When I just use the gateway everything works fine but my up/down speeds are reduced from 15mps/5mps to 3mps/3mps. Any thoughts on what is causing this. T-mobile customer service was not able to help me with this.

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9 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.

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9 days ago
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AimfireFirst activity
asked in Troubleshooting

why TMobile home internet so bad

When I first got my gateway it worked ok 6 months now and it sucks so bad I can't play games and half the time my wife can't even watch her shows without it buffing I think TMobile needs to stop making new stuff and fix theyre crappy service when I get another service in dropping this crap

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10 days ago
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RarerichFirst activity
asked in Troubleshooting

Can't get HBOMax on TV but can on phone

I signed up with HBOMax a few years ago and get it on phone and Ipad but not TV

0
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10 days 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.)

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10 days ago
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