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Troubleshooting

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Mr.joneRookie

asked in Troubleshooting

tmobile home internet and samsung tv plus

I just received my new tmobile home internet gray 5g gateway. All internet items work great! Even all the apps on my Samsung tv. All except for the Samsung tv+ app, it lags and says "there was a problem trying to play the Samsung tvplus channel. Check your network settings and try again later". Anyone have any idea why this is the only app on my TV that won't work with my new internet? Just for more info; Hulu, disney+, prime, and YouTube all work great, on the same new network.

1 year ago

easttexanFirst activity

asked in Troubleshooting

T-Mobile home internet unstable with online meetings

I've been a home internet customer for about 4 months. I'm in a rural area with no other real options. The service works well with streaming video. But I have major issues with Zoom, Teams, Skype, Facetime and other realtime meeting tools. The audio/video cut out every few minutes. I've noticed, while doing speed testing, that my data speed periodically hits zero every few minutes then returns to normal speed. It isn't noticable with video streaming, I assume because there is a buffer for a few seconds. This issue makes working from home difficult since I must attend online meetings. My current solution is to use my Verizon cell phone hotspot during each meeting. T-Mobile support keeps telling me the "tower is being upgraded". For 4 months!? Any suggestions for settings changes would be appreciated. FYI - I have the white box router not the newer grey "trash can".

2 years ago

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.)

18 hours ago

RyanbeezeyFirst activity

posted in Troubleshooting

Rain

I’ve had T-Mobile Home Internet service for 4 days now. Day 1 was great! Day 2 was not so good. Had to call customer support. After an hour they got me back in the game. Day 3 was OUTSTANDING! Day 4 started out great. Then came the clouds and rain and no signal! Even my phone only has 1 bar of 5G. Has anyone else run into this issue? If so, how did you get it fixed? By the way, I’m in Rock Hill, SC

2 years ago

mezRookie

asked in Troubleshooting

Setting up guest network on t-mobile highspeed home internet

Hi all, just received our new home high speed home internet device (the barrel-shaped gray one) and so far, so good. Is there a way to set up a guest network on it, so there are two separate logins on the device?The end goal is to create a separate system for our smart devices, so the next question is whether we can set up a normal router (vs a mesh) and accomplish that (like we did previously with our former coaxial cable internet provider).Thanks in advance for your help!

2 years ago

YukonFirst activity

asked in Troubleshooting

Internet Gateway DHCP/DNS Address Settings

Recently received the home internet gateway, the tubular one. I would like to change the default DHCP settings to a different network. More importantly I want to use the OpenDNS or Cloudflare DNS for all of my devices. It doesn’t appear we can make these changes. We should at least be able to use a different DNS. Anyone have info on this? Thanks.

3 months ago

BrewskiFirst activity

asked in Troubleshooting

HULU won't stream on TMobile Home Internet (Gray Tube) device.

HULU, being used on a ROKU wont allow streaming at all on the TMobile Home Internet tube. The error code says the IP Address is not a home IP Scheme and its a Mobile Device, not a home internet provider. Therefore i can't take advantage os the network speed it provides.HULU and TMobile need to communicate so we can all stream HULU which is why we got the unit.Upgrading from 4 MB DSL type service to 200 MB service is HUGE and allows us to move to 1080 resolution.

1 year ago

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 .

3 years ago

IXOSpeaker

asked in Troubleshooting

Can I create a guest wifi login?

If so how?

5 months ago

JmlyniecFirst activity

asked in Troubleshooting

finding best location for T-Mobile home Internet gateway

I'm confused about moving the unit around the house to find the best location. To do this must the unit be plugged in, or can it be done using battery power only? It seems crazy to have to walk around and keep plugging in and then unplugging between locations. You should be able to just walk around on battery power only... and watch the signal meter on the top to find the best spot. Please advise as I just got mine and it's unclear how best to do this.

2 years ago

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 years ago

VitruvianFirst activity

asked in Troubleshooting

Hulu Live

Why won't Hulu Live work with T-Mobile Internet? Looking the question up online says: “T-Mobile Home Internet supports most video streaming services, like YouTube TV or Netflix. However, at the moment, Hulu + Live TV is not supported due to a technical requirement in delivering the service. We’re working closely with Hulu to resolve this as quickly as possible,” a T-Mobile spokesperson said in a statement. This is very unacceptable in today's market. With Hulu being a cloud supported application, it should take nothing to support the service. It's a simple data service that should be provided and supported. 5G is just a carrier, it's a link to internet services. Why is it, the service is not supported? I would like a deeper technical answer as to why such a simple thing is not 'supported'?

1 year ago

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

3 years ago

tenthredemptionFirst activity

asked in Troubleshooting

Nintendo Switch w/NOK 5G21 Gateway

I was thrilled to change from my previous provider to T-Mobile’s internet. The speed is great. The service has been super reliable. Where I’m having trouble is on my Nintendo Switch. I can’t get visitors on my island on Animal Crossing. I can’t race against friends on Mario Kart. Virtually all online gaming functionality is useless. And I’m frustrated I haven’t been able to find a solution. I called support and they basically said there’s nothing they can do. Has anyone found any solution to this?!

2 months ago

BJRYUFirst activity

asked in Troubleshooting

T-mobile internet (5g) with mesh router connection

Hi When I add mesh routers to the T-mobile cylinder device, the internet speed drops by about half. I tried it with Google Wifi and Eero 6, and I have the same problems with both. If I connect directly to the cylinder device, I have faster internet speech and this is noticeable. I would still prefer to use my mesh routers because of the coverage area. Can anyone gives me advice?

2 years ago

jlillardHelper Level 1

posted in Troubleshooting

Public IP Changes

I wanted to confirm that my public IP changes every 2 weeks. It’s rare that I have an uptime that long but on the 2 occasions that I have my IP changes overnight. I’m guessing the DHCP lease the gateway gets is only good for 2 weeks. That matches up with my previous ISP. Unfortunately instead of renewing on the same IP it seems to change which is annoying.

2 years ago

FanduelfanFirst activity

asked in Troubleshooting

POOR CONNECTION 5g home internet

Since I have had my 5g internet, I get no more then 2 bars. I have moved it all over the house and here and there might get three, but once I set it down back to two bars. Tmobile told me I would have service in my area, but I want faster then dsl lol. Any help would be great. Thanks

2 years ago

JC8First activity

posted in Troubleshooting

Significant Drop off in home internet speed

I signed up with T Mobile Home Internet in February 2021. At the time, they told me that I was in an excellent coverage area and would get at a minimum 50 mbps. I had no issues and did receive 50+ mbps until last week. Now i receive 6-7 mdps, occasionally reaching 10-12. I have spent 3+ hours on the phone with service reps and tech reps only for them to tell me that I am in a poor coverage area and cannot get anymore than what I am currently getting. How can i go from a excellent coverage area to a poor coverage area in 1 day? This is deceptive practices by T Mobile, selling you on 50 and charging you for 50 only to throttle you later on because of “upgrades to the tower” with no ETA on when or if you will be put in a better coverage area. Buyer beware. this is a shady compay with shady business practices

1 year ago

TheloniusJRookie

asked in Troubleshooting

5G Home Internet Suddenly Very Unstable And Technical Support Is Essentially Useless

Wondering if anyone else is having similar issues.First, at $50/month for 5G speeds with no data caps, this service is pretty much the best deal out there. When it is working well, we typically see speeds in the 60+ Mbps down/ 20+ Mbps up which is by far the best performance we’ve ever had at our house. Unfortunately, it has recently become the case that it almost never “works well”. Over the last couple of weeks, we are lucky if we can get an hour a day where it is getting this kind of performance. For much of the day, it is actually not even usable (we’re talking less than 1 Mbps and barely registering uploads).The strange thing is that when we first got this modem, it never seemed to be the case. I saw some forum discussions that overheating might be an issue, but it really isn’t that hot. Additionally, when it is performing poorly, I noticed that we are getting less than two bars primary and zero bars secondary on the modem. Again, this previously wasn’t the case.Sometime re

1 month ago

FarjohnLearner

posted in Troubleshooting

Thermal Issues With Home Internet Gateway/Router as a Cause of Dropped/Slow Internet or Wi-Fi Connection

I am a Newbie here and a fairly new T-Mobile Home Internet customer. But my background is electrical engineering and I've been around a while. Like many community members I have experienced frustrating degradation of my internet connectivity after a period of operation, which is temporarily fixed by cycling the Gateway's power (otherwise known as a soft reset, not the paperclip nuclear option). The standard fix per T-Mobile Tech Support is to just perform that reset, which isn't a “fix” at all. Though many others have noted the thermal connection, I feel it’s time we get organized on this. Without going into great detail and after surfing a number of forum threads and through my own direct experience, I have become convinced that the primary cause of the various complaints expressed by posters is heat buildup in the Gateway's enclosure and a subsequent compromise in performance in one or several of the Gateways numerous devices. There could be multiple devices affected, manifesting in

1 month ago

erinFirst activity

asked in Troubleshooting

Slow Home Internet

I’ve been using the home internet service since the beginning of March. It had been working really well, with me getting speeds between 25-100 mbps, which I’ve been super happy with since I’m in a rural area and it’s hard to find internet that works here. However, since the beginning of June, my speeds have been around very inconsistent, but around 1mbps more often than not. Previously when my speeds were that slow, a simple restart would fix it. But I have rebooted/restarted the device many, many times, as well as tried doing a factory reset a couple times. Sometimes these things help..for a short period of time. Most of the time they don’t change anything. Sometimes, after rebooting/restarting, my speeds will go back to 10-25 mbps for anywhere from a minute to a few days, but will then revert back to around 1 mbps. I’ve also moved the device around my house to see if I got a better signal elsewhere, which also did not help. I thought my device was overheating, so I’ve been using a fa

8 months ago

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

264

6 months ago

nomoneyFirst activity

asked in Troubleshooting

USING MAGICJACK

can you disable the SIP / ALG on the NOK5G21 WIFI router , having problems using Magicjack viop

1 month ago

jlillardHelper Level 1

posted in Troubleshooting

Home Internet Overheating

This is primarily a reference post related overheating. If you want to read my full background, see the link at the bottom.The Nokia device seems to have an overheating issue. For me that mean things would run fine for a few hours or even days and then suddenly speeds would drop so low it appeared to be completely offline. Even though the ambient temperature in the room was in the 60s and the device itself never felt that warm, adding a couple cooling fans drastically improved air flow throughout the device and completely resolved my issues. Here’s a link to the fans I purchased.https://www.amazon.com/gp/product/B00JLV4BWCYou may only need one but since these came as a set I put one beneath the device and the other one on top. This has ensured constant airflow throughout the device and kept my modem from having any issues. I am fairly certain that the tower I am connected to does not support 5G but I have been very happy with my consistent 4G speeds that average around 100 Mbps d

1 year ago

RamonaRamoneFirst activity

asked in Troubleshooting

Why doesn't my home internet work on battery?

So TMobile internet is awesome and have no complaints there but for some reason I need to have it plugged in to an outlet or else no one can be online, this is an issue because it later has to be unplugged to let it cool or else it begins to overheat, is there something I can do to fix it?

2 years ago

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