Troubleshooting

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

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  • 10,084 Replies

1680 Discussions

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gahiatennLearner
asked in Troubleshooting

Home internet gateway has no router functions?

I just received the latest gateway and as far as I can tell, it has NO router functions.Specifically, there is no way to change its IP address. Which means unless your local addresses are 192.168.12.x,you must change all of them to ..12.x!On the admin page, there is NO advanced tab where you could do whole bunch of router-related parametersincluding disable wifi radios and importantly, change its local IP address to match your LAN setup.Unless I learn otherwise, this brick (actually black tall tower, not cylinder) is going back home.Please advise...

1
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2 years ago
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NTOFirst activity
asked in Troubleshooting

New ARC Gateway - 4 bars - no internet - techs - no help. Any suggestion? (Don't say send back!)

New customer.  Been through absolute hell placing an order, and getting the device, then it doesn’t work.Two hours and 15 minutes on tech support calls (not counting wait for call back) out of the first four hours of ownership.Saving the further rant for direct main to main office… Anything I can try, before the return ship?

4
N
2 years ago
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McrobFirst activity
asked in Troubleshooting

Return defective modem

i have a defective modem that i need to send back to T-Mobile. when the replacement came there was not return label in the box. when i called T-Mobile i was shuffled around and finally told that a new return label would be emailed to me. Never happened. Anyone know where to call or send the modem back - it has shown up as a charge on my bill.

1
D
2 years ago
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SevenmonkeysFirst activity
asked in Troubleshooting

why does youtube not work when using tmobile home internet

YouTube is the only app that keeps buffering while using tmobile home internet. What’s the problem and how do I fix it?

4
A
2 years ago
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goldiz627First activity
asked in Troubleshooting

5G WiFi Issues on laptops

We just got our new 5G modem today and have finished setting it up. We followed the instructions, downloaded the app via phone and set it up from there. The WiFi on the phone works great, but for our computers, the internet is not working. After clicking on the ID, it says No Internet, and even when a full set of bars appears, the internet still does not work.We had the old modem shut off and unplugged to set up the new modem, though we have the old one on now to access the internet. We moved the new modem around the house until we got at least 4 bars, but it does the same thing. What ca we do?

1
G
2 years ago
E
elginherdLearner
asked in Troubleshooting

Modem Storage Overload?

My gateway has a warning message: “modem storage overload”.Is there a way of fixing that short of resetting the gateway?

23
C
2 years ago
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startoverFirst activity
asked in Troubleshooting

T-Mobile Home Internet setup

HiI just setup my 5G Gateway, have:1) On my admin screen, I don’t see anywhere I can change WiFi details, such as Transaction Mode, etc.I can only change name & password  Using speedtest, I am only get following test result. Is it normal?  

3
L
2 years ago
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havenFirst activity
asked in Troubleshooting

4g vs 5g with Home Internet

Questions regarding Home Internet Gateway… How can I tell if the gateway is connected to a 4g or 5g signal? Is there a way to restrict the gateway to use only 4g?Like many others, I have problems with random disconnects.  5g service is inconsistent in my area, and I wonder if that contributes to the disconnects.  To test that theory, I would like to limit the gateway to 4g only.

7
P
2 years ago
A
Alex123456First activity
posted in Troubleshooting

Spam messages on tiny gateway display

My T-mobile gateway is displaying a spam message “verifying” my payment of $610 for something or other.  It was kind of surprising to see this message in the little round display at the top of the gateway.  Does it have a SIM inside and a telephone number that can receive text messages like a cell phone?

3
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2 years ago
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BiosysmedFirst activity
asked in Troubleshooting

5G internet challenges

I’ve been testing the service and have been disappointed by a few things. First, the router never went to 5G. The display indicated 4G only. I had consistent Very Good signal but download speeds hovered around 15 Mbps. Second, I couldn’t find ways to access any network settings on the router beyond the very basics like network name and password. I have an AirPort Extreme I want to use and I can’t even turn off the wifi on the t mobile router! With all that, I do t think I’m the intended audience for this service but thought I’d share in case there are solutions to my challenges. Thanks!

1
T
2 years ago
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Den_in_USASpeaker
posted in Troubleshooting

Latest Gateway Firmware Discussion

Seems like for the NOK 5g21 gateway, as of today, the firmware number is 1.2003.03.0168.If and when a newer version is released, please provide the version that is out.Thanks!

34
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2 years ago
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SkinnySkierFirst activity
asked in Troubleshooting

Seems odd that my home internet upload is much higher than download speed. Does that indicate a problem?

New to Tmobile 5g home internet.  Have the black gateway and getting 4bars.  Think the tower is within sight of our house.  Speedtest download speeds about 32-35 mbps.  Upload speeds are closer to 70.  That seems odd to me.  Does that indicate there is a problem?

1
M
2 years ago
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oweoweFirst activity
posted in Troubleshooting

Arcadyan KVD21 Gateway 1.00.16

I recently joined T-mobile 5G Home Internet with Arcadyan KVD21 Gateway provided. When I woke up this morning, I saw the firmware has been updated to 1.00.16 which is not shown on T-mobile Website. My first impression is the Internet connection speed seems faster. (Fast.com can be 500M+ bps. Speedtest can be 450M+ bps)Does anybody get the same version as mine? Just wonder what features are included. 

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2 years ago
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pastorsuryaFirst activity
asked in Troubleshooting

frequent disconnections

It literally sucks!I have rebooted the device over 20 times. It works okay for about 30 mins or so after rebooting then, again it disconnects. My job requires me to search and research on the net but it is badly affecting my work.I feel cheated. I gave up spectrum hoping tmobile 5g was better but I am already regretting. They should NOT CHARGE me until they fix the issue.I have been a T-Mobile customer since 2011 and have brought in literally over 10 of my family members/relatives to them. Last week I ordered homeinternet and I received the device on Tuesday (two days ago). Its my second day of work on the internet and have not been able to do even one tenth of my regular work. That means I lost my productivity ! Who is going to pay for it? Why promise something you can’t deliver! It truly sucks.

3
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2 years ago
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jamespcoxFirst activity
asked in Troubleshooting

Internet Speed

New to TMobile Home Internet today.  Download speeds around 200 Mbps at noon.It is now 9:00 pm and speeds have dropped to 5-11 Mbps. What’s up?

2
Z
2 years ago
AlexanderB92
AlexanderB92First activity
asked in Troubleshooting

Taking the 5G Wifi Gateway to places other than your home

I don't just use my Nokia 5G Home internet gateway at my home, I also take it to friends places, the public library, and it still works well and is stable while mobile with it. Shockingly, specific addresses where T-Mobile claims their 5g home internet isn't available, I take my gateway in that area and it works fine. Has anybody else experimented with it in this way? I love patterns and have a curious mind.

3
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2 years ago
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kodibookFirst activity
asked in Troubleshooting

Technician's Edition?

Is there a “Technician’s Edition” of the home Internet App that will allow me more control over the router: DHCP, DNS, etc.?

1
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2 years ago
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sk25First activity
asked in Troubleshooting

Google Nest Wifi vs. Google Wifi (with TMo Gateway)

To anyone using the Nest Wifi router with the Gateway: are you seeing a significant drop in network speed using this combination?It’s been reported that hooking up the old Google Wifi router over ethernet and using it to handle wifi connections does cost you some network speed even if it’s more flexible and extensible than the built-in Gateway router.So, Is it worth upgrading to the Nest Wifi, or will performance be about the same as what you get with the Google Wifi? 

7
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2 years ago
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Tony CRookie
asked in Troubleshooting

How do I stay on n41 band on my trash can?

On reset my trashcan picks up n41 and I have good metrics. However, it will inevitably shift to n71 and go downhill and require a reset. I know band locking isn’t currently available, does anyone have a hack that works?

10
iTinkeralot
Pillar
2 years ago
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IsishodgesFirst activity
posted in Troubleshooting

how can i get my internet administrator password

My internet administration password

2
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2 years ago
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Emf88First activity
asked in Troubleshooting

tmobile home

Does the 1yr of paramont plus apply only to cell phone user or does it also include tmobile home users?

1
R
2 years ago
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bosikFirst activity
asked in Troubleshooting

2.4 Ghz Signal Keeps Dropping

The 2.4 GhZ wifi signal on my LTE router keeps dropping for no reason. Only way to get it back is to restart the router.  Happens almost every day. The 5 Ghz works fine.  Any fixes?

25
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2 years ago
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Niesha224First activity
asked in Troubleshooting

home internet

How to retrieve my password after setup?

1
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2 years ago
jlillard
jlillardHelper Level 1
asked in Troubleshooting

Home Internet - 4G LTE vs 5G

My Primary Signal is 4 bars / B66 and my Secondary Signal is 3 bars / n71.  My download speeds are less than 100 Mbps.  Does that mean I’m operating over 4G LTE instead of 5G?

42
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2 years ago
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RVN DadFirst activity
asked in Troubleshooting

Frustrated

Why can't I log into my router using 192.168.12.1?

2
iTinkeralot
Pillar
2 years ago
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