Troubleshooting

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

  • 1,636 Discussions
  • 8,557 Replies

1636 Discussions

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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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8 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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8 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
9 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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9 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?

59
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10 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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10 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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10 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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10 days ago
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denclarkFirst activity
asked in Troubleshooting

Weak signal!

I upgraded the windows in myhouse from single pane to double pane windows and now I get only 2 bars. I was getting 3 before I upgraded my windows.

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10 days ago
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BryFirst activity
asked in Troubleshooting

how to stop spam calls from 805 637 7243

how to stop spam calls from 805 637 7243

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gramps28
Pillar
11 days ago
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kmanautoRookie
posted in Troubleshooting

T-Mobile IP's Blocked

Having a lot of issues with T-Mobile Home Internet IP’s getting blocked by sites and services. Other than using a VPN, which is a pain in the backside + slows the connection + still runs in to block issues, whats a solution? Guessing only solution is to cancel and go back to cable??? I’m slowly finding myself blocked from sites due to T-Mo’s ip’s being blacklisted. First, it was Wikipedia. Couldn’t edit some pages. Then I found my OWN WEBSERVER was blocking me. Used a VPN, got in to my server firewall, and found that ip block lists being loaded by CSF Firewall from major security firms (Such as Barracuda to name one) are doing blanket blocks on T-Mobile IP’s. Games blocking my kids from connecting on their ipads and laptops, even got some weird warning from netflix. Now today, my wife tried to access a site she uses for work, and nothing loads, fire up vpn, sure enough works again. Contacted the site, IP’s blocked. Kids chromebooks occasionally have issues as well connecting to school

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11 days ago
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SkittyRookie
asked in Troubleshooting

Really Slow internet

For some reason my router thinks i like in Los Angeles, CA and is going all the way there and back to Nashville, TN (where i really live) to provide me interenet which is likely the reason for my slow speeds. How can i resolve this? 

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12 days ago
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ChaelieFirst activity
asked in Troubleshooting

nokia 5g21 overheating

I rec’d my 1st 5g21 in June 2021 and it workd fine for several months. Then it started dropping the network randiomy.  Eventually T mobile sent me a new 5g21 and it has worked great for approx 6 months.Now its dropping the network EVERY evening after watching a baseball game and then TRYING to watch a movie, first I get the spinning wheel several times and then it drops out completly. If I can connect my phone and speedtest quick enough, the test shows 1 mbs before it drops.At first just a simple power off/on seemed to fix it, but now I have to leave it off for several mintues and then speeds creep back up to 30 mbs or so.I turned off the 5G21 this morning for an hour and then the speed was 346 mbs.Seems like a heat problem again and I have seen the cooling fan “fixes” on the forum, BUT why shoud I have to pay for the “fix”.  T Mobile must be aware of the problem...Why don’t they help us?Note… I primariy use LAN cables and the 5g21 wi fi radios are disabled (using a Netgear router as a

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13 days ago
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Santa JimFirst activity
asked in Troubleshooting

Ring Volume ...Lock?

I have a Galaxy Note20 5G.  When I set the Ring Tone VOLUME to High, after awhile in goes to ‘0’ without me knowing it.  Then, it only vibrates.  Is there a way to set the Volume and Lock it In?

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Pillar
13 days ago
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CfhitchFirst activity
asked in Troubleshooting

Why does TMobile Home Internet throttle only Live TV apps on FireTV Cube?

Why does TMobile Home Internet throttle only Live TV apps on FireTV Cube? All other streaming services (Netflix, Hulu, Prime etc) work fine. My LiveTV iptv app buffers every 15 sec then freezes for 2 or 3 minutes, then buffers again, repeat this sequence over and over. This just started happening this weekend. I've had this same TMobile Home Internet & the apps mentioned for 2+ years. I talked to customer service who called in “expert engineer” to diagnose, said shed call me back - its been 2 days, no call back.  Can anyone help me?

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copz1998
15 days ago
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SkittyRookie
asked in Troubleshooting

NAT Problems

I’ve started to encounter problems with my Switch Lite & Switch OLED when i try to play online. I have NAT type B on both consoles so this shouldn’t be happening. Not sure what changed within the system in the past 2 weeks to cause this to happen but it’d be great if I could get some help to fix it permanently. I did talk to a Tmobile chat person on Twitter last week who reset my router to factory settings which did fix it for a bit but it’w now having the same issue as before. I have a Belkin router attached to it but it suffers the same problem as the TMobile modem does. Thanks in advance for any help. 

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16 days ago
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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? 

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16 days ago
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tomuckoFirst activity
asked in Troubleshooting

Home internet data and DirecTV

I have the Home Internet 5G unlimited data device and want to use to subscribe to DirectTV and replace my current cable TV provider. Combined with Netflix, that means I’ll be watching lots of HD video each month. Are the T Mobile Home 5G high speed data limits really unlimited in that case?Thanks.

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18 days ago
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fungi2cFirst activity
asked in Troubleshooting

How to return internet gateway

I attempted to return my 5G gateway to my local store….they said they couldn’t do it….what do I need to do to get rid of this?

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18 days ago
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kwinchRookie
asked in Troubleshooting

Why would only a desk top PC keep losing internet?

I just installed T-Mobile home internet. I have a TP-Link router connected to LAN port 1 on T-Mobile modem/router.  I have a desk top PC (without wifi) connected via ethernet to the TP-Link.  Once a day it loses internet connection although wifi on both TP-Link router and T-Mobile remain active and 2 other devices connected via ethernet to the TP-Link remain active.  Those devices are T-Mobile LineLink and Tablo OTA DVR.  I can never get the desktop PC to reconnect without rebooting it.  Then it connects again OK.  I never had this problem with that PC when using that TP-Link router attached to Spectrum internet modem. Any clues?

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18 days ago
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bruce_rainwaterFirst activity
asked in Troubleshooting

KVD21 WIFI connected with no or weak internet

I have had the service for about 10 months started with a consistent 4 bars, everything worked fine for the first 9, recently I started having problems, signal dropped to 3 bars, occasionally 4, ethernet is working with OK speeds (250-290) but WIFI is sometimes connected without internet and when it is connected some sites work, others won’t load.After several conversations with tech support, they were helpful but only solution they had  was to send me a replacement gateway, another KVD21, it works worse than the original, won’t even connect to the phone App, tried Android and I-pad.  I asked about one of the  newer gateways which are advertised as faster/better, was told all I could get from tech support was a direct replacement but I could check with local store, seems like a stupid way to provide support, anyway store was willing but all they had was same unit.  I really would have liked to get the new TMO-G4AR with external antenna connections to see if I could get a better signal,

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20 days ago
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CarlScheiderFirst activity
asked in Troubleshooting

Upload speed on t-mobile home internet is VERY SLOW-

Here in northern Wisc. the upload has fallen to under 5 meg - 10 fold. What’s going on?  It was great for a few months there.  Is this the new normal?

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20 days ago
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cllnvghnFirst activity
asked in Troubleshooting

Arcadyan KDV21 white screen

my gateway powers on and is findable on my network but i cannot connect to it nor can i see on the gateway itself that it has connectivity.

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copz1998
20 days ago
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CclcFirst activity
asked in Troubleshooting

no internet

Having issues connecting to my internet...it says connected but no internet and I've already restarted my router

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21 days ago
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Jim12957First activity
asked in Troubleshooting

Connected, No Internet

We've had TMobile Home Internet for several months, and it's been rock solid from day one. Until the last 24 hours. Every 10-30 minutes or so, our devices get 'Connected, No Internet', and the only way to fix it is to power cycle the gray trash can (as we call the modem). Very confused, as it's location hasn't changed since initial setup, nor have any of its settings. Any help would be appreciated.

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21 days ago
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