Troubleshooting

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

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  • 8,539 Replies

1632 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 day ago
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SFCRookie
asked in Troubleshooting

Google blocking search

I placed a search on Google and this is the response I got back."This network is blocked due to unaddressed abuse complaints about malicious behavior. This page checks to see if it's really a human sending the requests and not a robot coming from this network.”What does this mean? Is Google trying to block my use of its service because of issues with T-Mobile?

122
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1 hour ago
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MAUI671First activity
asked in Troubleshooting

5G Home Internet nightly slow down

Hey all, I’ve had the black 5G gateway for a couple days now, and have been a T-Mobile customer for just as long. I guess the issue I’m having is looking like one that a lot of other people are as well.During the day my gateway pulls about 500 Mbps and has a “Very Good” signal. Without moving or changing anything about the setup, usage area, or anything, around 8PM Eastern my speeds go down to MAX 5 Mbps.Nothing has changed other than the time of the day. I have a ticket open for the “local engineering department” to troubleshoot. It’ll randomly be good during the night and then go back to the unusable 5 Mbps.I relayed this to Customer Care, and while they seem sympathetic to the plight, they ultimately just want me to continuously restart the gateway so they can reconnect it to the tower because it has “stopped communicating.” Is this the common reply that everyone is getting? Restart on restart while waiting for engineers to troubleshoot your wifi, only to then get told you need to r

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16 hours ago
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DurandalFirst activity
asked in Troubleshooting

Service issues or flaky gateway?

Gateway has dropped Internet connection ~5x in the past hour (~5:30p-6:30p, Central FL), despite 4 bars “very good” signal strength. New service, just set up the other day. Has seemed relatively stable until tonight, then dropped several times in a row. Makes it difficult to do anything, as it appears to affect local Wi-Fi clients at the same time (camera and NAS keep getting knocked offline as well). Gateway did its own initial firmware update during setup with no issues.  So…?🤔

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20 hours ago
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tomwilHelper Level 3
asked in Troubleshooting

T-Mobile Community CloudFront 403 errors

What is with all these CloudFront 403 errors?Can T-Mobile find a better server provider other than Amazon, with all the extra money they are getting from removing the credit card discount on autopay?I find myself less on this community, because of the frustration of attempted logins, unable to read the threads, or writing a response only to have it rejected by the 403 error and losing what I wrote.This has been going on for months, without any apparent resolution.@HeavenM any insight? 

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22 hours ago
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bugcrwd09First activity
asked in Troubleshooting

Having Wi-Fi Issues with T-Mobile - Anyone Else?

Hey everyone,I've been with T-Mobile for a good while now and it's been smooth sailing for the most part. However, recently I've run into some Wi-Fi issues that have been bugging me. It started a few weeks ago when I noticed that the Wi-Fi connection on my phone was dropping intermittently. At first, I brushed it off, thinking it might be a one-time glitch or something. But over the past few days, it’s been happening more frequently and it's starting to get on my nerves.I usually use Wi-Fi HERE at home and at work, and it’s been acting up in both places. The signal just drops and it takes a while to get connected again. Sometimes I have to toggle the Wi-Fi on my phone on and off to get it to connect, and other times I have to restart my phone altogether. It’s becoming a bit of a chore and is really affecting my usual online activities. Streaming videos and music has become a hassle with the constant buffering, and don’t even get me started on trying to have a video call. It’s frustrati

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1 day ago
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Azn_flavorFirst activity
asked in Troubleshooting

Question about TMHI and xbox series x and PS5

Not sure if anyone really knows a fix or what's going on I've read a lot of stuff about CGNAT and how Tmobile home internet doesn't let you port forward and so when you are out of your house that has the tmo router/modem you can't remote play with either PS5 or XBSX but I've read things that Tmobile is working on it? Is this true? I own a wifi 6e router but I put it in ap mode because I heard that Tmobile, the I think the sagecom fast it's the black one with the little screen, router doesn't like the router being in router modem but I was wondering if there was any way possible to play my PS5/series x, say when I go to my parents house. Is this still not a thing with tmo home internet. I was hoping by now it would be as I get good speeds at my house I just want to be able to access my PS5 from my parents house. Is there anyway I can get this to work without paying money for a VPN service?

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1 day ago
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PoppamdFirst activity
asked in Troubleshooting

network

My home computer keeps asking for a network security key...where do I find it?

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2 days ago
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RussTFirst activity
asked in Troubleshooting

I have two gateways, mobile app only can show first one. how to have both on one app??

I have two gateways, but my mobile app only can show first one. how to have both on one app??  

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2 days ago
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jin735First activity
asked in Troubleshooting

Home Internet - Open ports for external access

Hello,I’m using FAST 5688W 5G Gateway and it seems that there is no advanced network settings on the admin page(192.168.12.1).I need to open some ports for RDP and setup port forwarding. Please advise.

16
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2 days ago
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DaveHHelper Level 1
asked in Troubleshooting

iPad problems with T-Mobile Internet

Has T-Mobile addressed the disconnect issue with iPads yet?   This is an annoying issue.

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2 days ago
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EmilyRidesFirst activity
asked in Troubleshooting

Errant Low temperature alert from Arcadyan KVD21 gateway?

This morning we noticed that our Arcadyan KVD21 5G gateway had a low temperature alert on the front panel.  It was 71 degrees in the house, so this seemed really strange!  I will say that we just recovered from a long power outage during the remnants of Hurricane Ian (I am in NC), so perhaps that made the gateway a little crazy?  We unplugged the gateway and plugged it back in, and the alert went away.  Just wondering if anyone else has seen this or if we should just assume it was a glitch and not worry about it.  Thanks!

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2 days ago
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foolscapLearner
asked in Troubleshooting

gateway-pc wireless connection

Hi.A new user, and I was handed an ARC-KVD21. Have connected several devices easily, but the Windows 10 box won’t do it. The gateway gets a “good” signal.Ethernet line works fine (on it now); wireless does not.WLAN AutoConfig service is started and Windows power off is disabled.Before attempting to make wireless connection I disable the Realtek local area connection. Unsure if this is actually necessary.The odd thing is, starting WiFi in windows 10 does not work. It shuts itself off right after turning it on in Settings/WiFi.I realize this is not strictly a T-Mobile issue (I believe) but I’m rooting around for fixes.  

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2 days ago
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JackierobFirst activity
asked in Troubleshooting

Internet Going On and Off

Why is my internet going off and on in the past couple days.

1
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3 days ago
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UrmilFirst activity
asked in Troubleshooting

Tmobile's overcharging issue

For the past three months, Tmobile has consistently charged $50 for Tmobile internet, which I tried, didn’t like, and returned. I have called three times already, and every time, I get a personal guarantee from a Tmobile customer service agent that the charge will be reversed. Yet, I keep getting charged for a service that I don’t use. Also, got Tmobile internet due to a $50 credit to try out the service. Not only did I get charged $50 for a service I didn’t use, but also didn’t get credit for the $50 as promised. Really don’t know what’s going on with Tmobile. I have been a customer for 10 plus years and never had such an issue. I am considering upgrading two lines with them, but now thinking of shopping around with Verizon. It is very discouraging as I would rather not change with 10 plus lines with Tmobile - but I am absolutely getting no help. 

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3 days ago
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sunnidue23First activity
asked in Troubleshooting

Changing the DNS

There is a need for me to use the DNS to 8.8.8.8 from google. How can I set that for my T-Mobile Hotspot (home router) 

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4 days ago
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poppy678First activity
asked in Troubleshooting

New gateway will not turn on when plugged in

Hello, I just got my new gateway and I have plugged it in to a outlet I know works, two hours later it will not turn on. Unable to hook it up or reset it.  Do I need a new one?

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5 days ago
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jthrillFirst activity
asked in Troubleshooting

how to reduce ping / latency with 5g home internet

hey! I just got the service and the download and upload speed are working great.unfortunately, I'm not about to game anymore because of the latency / ping. the ping on my speed test usually reads about 50-60ms but once I'm in game it’s around 120 and has a lot of lag. I was wondering if there’s any way to reduce lag / latency? maybe connecting a high-speed gaming router? is that possible? does a 5ghz network help? thank you so much for any help!!!!

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5 days ago
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vetvietnam11bFirst activity
asked in Troubleshooting

customer service

Let me begin by asking what would my bill be as of today and any other fees if I were to leave T-Mobile as of today.  I am going to tell you my nightmare that began with my current contract. The phones and contract the first time we came to you folks were very nice the price, service, and equipment. But now that I think about it was because I was with ATT at the time and they wanted me to switch carriers. So when are contract came up I went to the chat and got information on your current plans. She explained what the plane included. And it wasThe Magenta military planTwo new iPhonesA third line for hot spotNetflix so two people could watchIncluded a part that allowed me to update our phones before our contract was done.And the charge would be $90.00 per monthWe would get 800.00 for each trade-in of our phones. I do not trade my phone because of a cracked screen, I asked her if the store would honor her prices she said they would Here is the nightmareWhen we got to the store I was told

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Community Manager
5 days ago
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Hermit0811First activity
asked in Troubleshooting

Cant login to router admin page through IP address

Hi I'm trying to login to my wifi router admin settings so that I can allow certain ports access to my computer for ser hosting. I have the KV021 any help would be greatly appreciated.

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5 days ago
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TheguyFirst activity
asked in Troubleshooting

Internet becomes unusable randomly at night around 10pm-2am

So the tmobile home internet works pretty well throughout the day it almost has no issues at all I get decent speeds and ping and can actually use it for internet heavy stuff.But the problem is randomly every single night anywhere between 10pm-2am my internet will basically become unusable my ping will shoot up to 600+ and my download speed below 1mb. it can barely load up a website when it’s like this.it will stay like this for a hour or two and then go back to normal, the problem is this is when I usually get home from work so it sucks it gets like this at the time I want to use it most.Has anyone else had this issues? anyone know what causes it?

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copz1998
6 days ago
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CootjrFirst activity
asked in Troubleshooting

Suddenly slow home internet.

I've had the home internet for a few weeks now and it's been great. Getting speeds of 100 megabytes or more with a fair signal. But tonight the signal is poor and I barely get 10 megabytes a second. What gives?

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6 days ago
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jlanganFirst activity
asked in Troubleshooting

Tmobile Home internet availability question

How can I get tmobile home internet at my address even if tmbile says it is not available. I kknow that it will work because I tested it.

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6 days ago
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hztmRookie
asked in Troubleshooting

5G Internet recently became unstable, any thoughts?

This is my 6th month on t-mobile 5G Internet. It used to be good for the first 4 or 5 months, but recently the service became unstable, connection on and off, download/upload speed sometimes are very slow, upload speed is sometimes < 1mpbs. Restart the modem sometimes helps. The modem stays where it was when service is good. When I encountered the issue, the signal on the model is “good” .Any thoughts?

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7 days ago
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SnooooopySpeaker
asked in Troubleshooting

Streaming Problem May Be Your TV . . . .

This post is just for information if anyone else starts having problem with streaming on their smart TV.  I have a Sony Bravia and occasionally have problems streaming, due to T-Mobile internet not connecting or due to my speeds being too low.  It only occasionally happens, but when it does, the apps will either say there is no internet connection, or will do nothing but buffer forever, or not start at all.  Sometimes an app, such as Peacock, will not start period, when all others do.  That is a problem with the app, and I go to the settings on the Sony, go to the specific app, clear the cache, and then choose “open”.  Once or twice that did not work and I uninstalled the app and then reinstalled it.  That made it work.This weekend, I could not stream anywhere because all the apps either would not open, or a black screen would appear, or the app would open and then freeze.  It was very unlike when I have problems with T-Mobile internet.  Since I am on the east coast and we did have som

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7 days ago
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