Troubleshooting

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

  • 1,635 Discussions
  • 8,552 Replies

1635 Discussions

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Lemon CoveFirst activity
posted in Troubleshooting

Home Internet No 5G connection - Shunts me to poor 4G band

I was sold this home internet based upon “Excellent 5G signal strength” where I live, and promise of 50+Mbps.  I’ve had the unit for a couple weeks.Secondary connection (5G) never connects.  Is a special SIM card needed to get 5G?Primary connection cant be locked, and it initially connects to band B12 (5 bars) when rebooted, then quickly changes to band B4/B66 which have terrible (2 bars).  Tech support has been less than helpful.  I knew more than the first rep, then second rep said my tower was being upgraded and would be finished March 21.  The 21st came and no change.My other provider uses the T-Mo network, and I can lock to 4G band B12 with excellent signal strength and get around 15Mbps.  Dont understand why T-Mo boots me to a band with poor signal strength and abysmal speed.

5
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1 year ago
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TimswHelper Level 1
asked in Troubleshooting

Do you have 1609 gateway firmware update yet and how is it working for you?

It’s September 14, 2021, and the awaited 1.2101.00.1609 gateway firmware update was finally pushed out to me automatically. You can see if you have it yet in the GUI. Select “Overview” and It is called “Software Version” below the gateway icon to the right.You can see the GUI for your gateway by typing 192.168.12.1 in the address window of a browser. If you haven’t gotten the new 1609 version pushed out to you yet, you will see the old version 0178 still. Please note that Tmobile does these gateway upgrades automatically, pushing them out over weeks, so you may not get yours for a few weeks yet.According to the  T-mo Report of a month ago, here is what is in the update:The update claims to fix two known VPN issues, one with Cisco AnyConnect and one with GlobalProtect. More importantly, the update claims to improve the poor 5G signal experience. Apparently, this fixes situations where a 5G signal is poor and the LTE signal would be a better connection. If you think that means if you hav

32
S
1 year ago
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thejuiceweaselFirst activity
asked in Troubleshooting

Slow downloads on PlayStation 5?

The PS5's internet connection test always reads 300+mbps download speed, but PS5 Downloads (game patches) download slowly on THI.THI gets really good service and speed in my area and all of my Wi-Fi devices get fast, stable speeds as well. The only exception is the PS5 download speeds. No idea why they're always slow while anything else is fast.Is there a setting the PS5 needs changed or maybe a setting or issue with the Gateway??Thanks

4
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1 year ago
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redhandy1First activity
asked in Troubleshooting

T-Mobile internet

My modem/router is only showing two bars. My app says I have a weak signal. My speednet checks are from 250 to almost 400 mbps. I am not complaining but I am confused. 

9
tinslep
1 year ago
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vampLerFirst activity
asked in Troubleshooting

Home Internet Issues/Rant

I’ve had T-Mobile home internet for about a six weeks. The first three weeks it was awesome. My speeds were between 20-70mbps. I live in a rural area and my land line DSL would top out at 10mbps on a good day. I kept my land line for two week overlapping my T-Mobile home internet to make sure there weren’t any issues, as I was skeptical it would work in my area. It did though and it worked great. SO after two weeks I canceled my DSL line (Big mistake!) After three weeks there was a complete (T-Mobile) cellular outage in my area. After that my Home internet won’t work during the day. At night from approximately 11PM-6:30AM (night time) it works fine usually at speeds above 50mbps. However after 6:30AM (sunrise) I get about 55kbps if I get anything at all. My phone also will also not work in 5G during these same hours. I’ve had to set all the phones in my house to 4G only so I can get any internet access at all. I’ve been calling into tech support everyday for the last two weeks with no

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0
1 year ago
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DrMan217First activity
posted in Troubleshooting

Newly Installed LTE Home Internet, Now Slow Speed...

Just installed the LTE Home Internet yesterday and worked great out of the box after setup, called AT&T and cancelled the internet service right away. Now today my internet speeds are way down. Is there something I’m missing? Is there a way to reliably test the internet Up/Down speeds? Signal thing says very good with four bars. Would like my speed to be back up again.  Side note, we are a large family with easily 15-20 devices that would connect to the router. 

10
J
1 year ago
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Cornet579First activity
posted in Troubleshooting

T mobile internet is working perfectly

I am glad I did not depend on this community forum for my decision to try T mobile home internet.  I live in a suburb of Cincinnati and have been using T mobile for 6 weeks now.  The first gateway picked up 3 bars signal strength but would not stay connected.  T mobile concluded the gateway was defective and promptly sent a replacement gateway which I use with a Netgear Nighthawk router (30 connected devices). I am using a small USB powered fan to keep the gateway cool.  I have consistently had download speeds between 200 and 300 mbps with a rare drop to around 100.  Spectrum was 200 max.  Upload speeds range from 10 to 30.  Spectrum was 10 max.  The gateway is sensitive.  Rotating the cylinder about 30 degrees increased download speed by 50 mbps. Only one internet drop for about 5 minutes late one night which was traced to work on the nearby cell tower. 

9
K
1 year ago
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MNSamFirst activity
asked in Troubleshooting

Slow MiFi

I just received and set up a new MiFi 5G hotspot. Yesterday, things seemed pretty good, although I didn’t run a speed test. This evening, the MiFi is slower than the DSL router with downloads ranging from 0.49mbps to 4.44mbps. I’ve restarted it and the MacBook Pro but nothing seems to help. I have 4 bars showing on the hotspot. What’s the solution? I don’t need to be paying for a slower solution than the DSL I was trying to replace.

5
0
1 year ago
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Aaron WatSonFirst activity
posted in Troubleshooting

T Mobile home internet under 1mbps speeds

got up this morning and i’m only getting 500-800kbps download speed on my t mobile home internet, i’m located in arlington va, is it just mine thats messed up or is this a more widespread problem, have tried multiple resets through the router itself, as well as powering it off for about 20 minutes, no luck.

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C
2 years ago
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ricem7First activity
posted in Troubleshooting

gray tmobile 5g gateway port forwarding

I recently signed up for T-mobile internet, and was disappointed that I could not even forward ssh traffic to my Asus router.   I saw that this was discussed 7 months ago in a previous thread, and hope the developers will notice this.  The speed is great, and the same as was advertised in the chat.I would like this issue to be resolved so that I don’t need to continue with AT&T.

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L
2 years ago
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K4DKXFirst activity
asked in Troubleshooting

Devices

How many devices can I connect to my wifi knowing that speed will change.

1
R
2 years ago
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GalaneFirst activity
asked in Troubleshooting

Can't setup WiFi Canon printer because T-Mobile gateway hides MAC address.

I need to connect a Canon TS9120 printer by WiFi to my T-Mobile high speed gateway but there’s only two ways that can work, WPS but there’s no WPS button on the gateway and I find nothing in its app or web interface for WPS. The printer can sent a WPS PIN but there’s no way or where in the router user interface to enter it.The other way is for the printer to search for SSIDs. I select the one I assigned. Then it gives me a list of MAC addresses, none of which are the MAC address for the T-Mobile gateway. Why hide the MAC from *local* connections?How can I get my printer connected so it can be used with my computers, tablets, phones etc that connect to WiFi?

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2 years ago
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RobertbFirst activity
posted in Troubleshooting

Has anyone figured out how to configure port forwarding on home internet on Nokia modem

I’m trying to setup basic port forwarding rules for cameras as well as RDP access to my computer. The unit is so simple it’s dummy proof to the extreme. I tried calling t-Mobile, but the tech support gave the the website to Nokia and said have at it (Useless support). Has anyone found a different firmware that allows any of these modification or am I out of luck; if so, this thing is going back to T-Mobile!

7
M
2 years ago
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steve-home-internetFirst activity
asked in Troubleshooting

Home Internet Slow Upload Speeds in 06877

I’m new to T-Mobile’s Home Internet service.  I only have about 2 bars connectivity inside my house (3 bars outside).  The download speeds are consistently >100MB/S, but the upload speeds are too often <3 or even as low as 1.5 MB/S.  I have moved the device to different rooms and into different orientations with no improvement.  Would an external antenna or positioning outside (within a weather enclosure) improve my upload speed experience?thanksSteve  

4
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2 years ago
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MGM46Rookie
asked in Troubleshooting

USB Access Point

I have the TMobile home internet and it works fine but the Gateway has no USB ports.  Does someone have a suggestion on the best way to add USB ports (Preferably 4)  Currently I am using a Netgear router as an access point.  It has one USB and is slow as can be.  Is there a solution that won’t break the bank?ThanksMGM

8
scottjd
2 years ago
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ka79535Rookie
posted in Troubleshooting

Home internet not the option for rural areas that was hoped for.

I live in a rural area an while I am pretty close to a T-Mobile tower, there are lots of trees. I just received the T-mobile home internet receiver and, so far after 3 days, I can tell this is not going to work. My internet is currently through Frontier and I get about 16  up and  1 down.T-mobile had promised me I would get 20 minimum down. Well, it is more like an average of about  10 to 11 mbps down. I have hit  mbps twice during constant speed tests.Sadly, this just is not living up to promises or expectations. It likely works fine in an urban setting, but the signals are just too weak in rural settings, or at least the one I am in.T-mobile is very loose with there definition of areas where this can function as described. 

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scottjd
2 years ago
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Firebirds36First activity
asked in Troubleshooting

Block Spam Messages on High Speed Gateway

My high speed gateway is getting spam messages that might be causing my connection to drop. Is there a way to block Spam messages to the gateway?

1
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2 years ago
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ROLLAWAYNEFirst activity
asked in Troubleshooting

is it possible to get a static IP address in order to use HULU as my TV provider?

My TV provider HULU needs a static IP address to ensure my location. Dynamic IP addressing will not work with HULU .

8
MisterK
2 years ago
0
007BondMI6Helper Level 3
asked in Troubleshooting

Backordered

Being fed up with my current internet provider raising cost, data caps and chargers for overage, not great speeds, as well as bundles of services I don't need I decided to switch or at least give T-M a try. My current contract is up in Aug and will go up quite a lot unless I sign up for a long term contract that I don't want to do. I also live in a neighborhood that has an exclusive contract with Comcast so I have no other options for internet that is wired to the home.So I placed my order a week ago, shortly after I received email confirmation of my order with ETA Sept due to backorders. The rep said I could use the link in the email to check status but that still says no orders for me check back after 48 hours of placing the order. Well that was a week ago so 48 hr has come and gone a few times.Is anyone else seeing this same ETA and the order not showing in your account after the 48hr?If I at the least seen the order in my account that would be a positive indicator.Thanks

8
iTinkeralot
Pillar
2 years ago
E
EricMFirst activity
asked in Troubleshooting

5G Home Internet is not 5G

I guess when I see 5G Home Internet titles and my house sits in the 5G Ultra Capacity on the map.  I assume I am getting 5G service with a 5G device.  Talking with a friend with the same service he mentioned our devices are not 5G capable.  Is 5G Internet home with 5G coverage and 5G devices released?  If not when does T-Mobile expect this to occur?To the community who reads this the 4G LTE is doing the job for the most part out side a few speed glitches.  It is more around getting what I thought I was buying.Thanks I looked forward to the response.

3
T
2 years ago
J
jviolaRookie
asked in Troubleshooting

Where to find new firmware

Does anyone know where to download the latest firmware or how to find out if you have the latest firmware?

8
iTinkeralot
Pillar
2 years ago
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NMarz77First activity
asked in Troubleshooting

Home Internet lagging

Hi I just got my T-Mobile Home Internet with the grey gateway and it seems to be lagging. YouTube is constantly buffering and pics take a bit to load within apps and in browsers. The signal strength is full and I have tested the speed multiple times, which is 90+ Mbps download and 15+ Mbps upload, ping is usually around 20, jitter is also below 20. I have powered the gateway off several times but still have the same issue. What could the issue be? Bad gatway?

5
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2 years ago
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Bh25First activity
posted in Troubleshooting

Home internet really slow and no 5g

I received my new 5G gateway Wednesday got it setup and did a speed test and saw I was getting 1mbs of download speed so I call support Thursday and they said I was connected to a good tower and (yes there is clean line of sight to the tower and I have 4 bars of signal) so they told be that the 5g chip in my modem has not activated yet so the schedule a time next week to call me back to give it time to activate. In the mean time I have to wait for this modem to pick up better service and deal with 1 to 3 mbs downloads speeds and hope by this following week something on t mobiles end actually starts working.

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T
2 years ago
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ZolloDavidFirst activity
asked in Troubleshooting

why has my home internet service gotten so much worse?

We are long-time customers of T Mobile home internet, going back to the invitation-only plan. When we first joined, our speeds were as advertised, and we never had problems with the router freezing, performing well below advertised, etc. Two months ago, roughly, we switched to the new router, since 5G coverage had arrived in our community. We even agreed to pay the higher monthly charge ($60 as opposed to $50) so we could acquire the newer technology, despite the fact that we were customers in good standing for many years. Our service has not only decreased in speed, but it freezes constantly, doesn’t allow me to use the home internet app, which shuts down and restarts constantly, and generally behaves like a much-inferior product. My son, who is 18 and likes to play computer games, went so far as to tell me he wished we could return to our previous internet service. When I said we couldn’t go back to the old T Mobile LTE router, he replied, “No, I meant the service before THAT.” Which

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2 years ago
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CritterFirst activity
asked in Troubleshooting

Will Latency Improve as the Service Matures?

Obviously there is a limit to how good latency can be with a wireless signal like T-Mobile Home Internet is using, but I’m just wondering if it is expected to mature over time. I’m a big gamer and I’ve been tolerating the ping because my only other internet option has much better ping but a tiny fraction of the speed. Lately however, I don’t know if it’s the spring leaves coming back on the trees or what--it’s been getting noticeably worse. It used to be a consistent 80ms in Overwatch, my favorite title, but now its more like 105-120ms with spikes to 300ms. It’s making it very difficult and I’m questioning whether I can continue using the service.I have the white box router Model: RTL 0102.My signal is only “Good” but I haven’t found any place in my house where it can be improved further.

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F
2 years ago
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