Troubleshooting

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

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  • 8,857 Replies

1690 Discussions

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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?

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1 year ago
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BouseBillRookie
asked in Troubleshooting

TMobile Home internet

New to TMobile home internet, couldn’t wait to receive the new tower.  It’s a NOK 5g21  HW Ver 3TG00739B.After initial set-up it seemed to work OK, and was fast compared to our cell phone hot spot.Now not so much….Was on the phone with customer support for over an hour yesterday trying to get the tower back up to speed.download speed as tested on “test my speed”  a paltry 6.08 Mbpsupload speed: 35.26customer support had us reboot several times, then reset to factory specs.Primary SignalPCI  412Band    B2EARFCN   675 Secondary SignalPCI 6Band  n71NR-ARFCN  125290The cell tower is approximately 1 mile away from the house with a clear line of sight no obstructions.  The NOK 5G is sitting next to a window with no obstructions and bounces between 4 and 5 bars signal strength.I am not “tech” smart being an old dinosaur, and would appreciate some insight as to what the heck is going on?  We are in a remote desert location and thought this was the answer to our internet dreams LOL  Any help is

27
iTinkeralot
Pillar
1 year ago
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kja88First activity
asked in Troubleshooting

Forgot password for home internet

I forgot my password for my tmobile home internet.  I cannot find anywhere that I can reset.  Anyone know how I can do this?Thanks

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5 months 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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2 years ago
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TimswHelper Level 1
posted in Troubleshooting

Slow 4G connection only, but only sometimes -- SOLVED

I’ve had the T mobile home internet 5G gateway for 6 days now and it has been generally thrilling to get such high speeds after being stuck on a single-digit overpriced DSL connection for 9 years. I often get download speeds of over 100 for long stretches of time, but for me, anything over 50 is great.So I’ve been reading a lot about this issue of how cellular connections work, since I just got a smartphone only last month. Although I’m not new to computers, and have been doing that for 50 years, starting with programming mainframes in college, but not as a profession. I was also on the internet starting in 1992.In my rural area I am 5 miles from the only tower I connect to regularly, and have a signal strength of either 2 bars or 3 bars, depending where I place the gateway. I used a free tower mapper app to know I connect to only one tower and find out exactly where it is located so I could better orient the gateway.However, I connect at three different band combinations, one which is

53
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4 months ago
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Daipau123Rookie
asked in Troubleshooting

slow speed on home internet

Just got the tower and installed it with ease. I’m getting a “very good” signal at best after I tried it in many different spots around my house. It’s working fine when I have only one device connected but as soon as add another one (my laptop) it slows down the overall speed on both devices quite a bit. I can’t imagine how slow it will be after I connect my other 4 home devices…any tips on how to improve or fix this issue with the connection/speed? 

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1 year ago
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BobHeFirst activity
asked in Troubleshooting

0% Battery, 5G21 Gateway

LOVE my new T-Mobile internet service BUT the chimney has been plugged in for 3 days and display still reads, “Battery 0%”.Does that mean it’s a defective unit or maybe no battery was installed?Speaking of battery, can you tell me what UPS units are compatible with the external UPS port on the T-Mobile hardware?Thanks!BobHe

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8 months ago
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MilhamFirst activity
asked in Troubleshooting

Why can't I watch Fubo, Hulu, or Sling

We recently switched from CenturyLink DSL to TMobile internet and we are very satisfied. BUT we can't stream Fubo on our TV, why? I can use my phone to watch Fubo using data but can't watch Fubo on our TV. If TMobile is just providing our internet service how does that prevent is from watching Fubo, Hulu, or Sling on the TV. We used to watch Fubo on our TV when we had CenturyLink.Thanks to anyone that can help us understand the difference.

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4 months ago
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johnborHelper Level 1
asked in Troubleshooting

way to see if my tower near me is 5G

Is there a map online that will truthfully show me if my t-mobiletower is upgraded to the 5G service yet or not?

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11 months ago
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blue240sx44Speaker
asked in Troubleshooting

T-mobile 5g home internet forcing to tower with no data issues/changing towers/bands

switching towers/bands --Hello I just got my 5g router in the mail 2 days ago the first day was a complete bust i had 3 bars but the connection was horrible/non existent so i tried did some research and used the app looking for the best signals and everything moving this thing all over for hours-still 3 bars and i would think thats enough I literally could not even get it to load speedtest before or a webpage hardly no connecting to anything basically when its on this band/tower not even the web user interface it also only has a primary connection and no secondary the primary is b71 and the secondary is not connected. then i just left it alone and randomly tried it and it only had 2 bars this time-weak according to the app but it actually loaded a webpage then i managed to get 50mbps on a speedtest and watch some youtube on 4k! i was feeling good i looked at the web interface and noticed i was not on the same band anymore and the primary b66 and secondary n71 bands and then bam it swit

46
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4 months ago
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Cmartin97Rookie
asked in Troubleshooting

disable wifi and routing on high spped gateway

I have a dedicated firewall and wifi already setup and would like to disable wifi and routing in the t-mobile device so that it’s effectively just a modem.  Is this possible with this device?

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1 year ago
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lalumondierslFirst activity
asked in Troubleshooting

Changing wifi username and password

Want to change username and password from the defaults. How do I do that ?

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1 year ago
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I AmLearner
posted in Troubleshooting

T-Mobile Home Internet & GlobalProtect VPN | Resolution

If you have a VPN issue, specifically GlobalProtect, I think I found a fix that has been working for me with T-Mobile Home Internet.Tldr; Set your T-Mobile Home Internet  Wi-Fi Network name to automatically connect (so it connects when you turn on your PC) and under properties change the Network profile from Public to Private – viola. GlobalProtect VPN now works for me, so I can now assess whether I will keep Comcast or T-Mobile. Decisions lolBackground: My current provider was Comcast and my rate is $50 with “Promo”, ebill, and Autopay for their Blast! Service. I use my own equipment (Moto modem, eero Wi-Fi 6 router) – no issues. The agony/anxiety of having to call them every year when your promo ends and your bill goes up, you threaten to leave, they say they have the same price but for lower speeds, you don’t accept, then eventually they keep you at the same rate and speed – after several years of this same rodeo it is annoying.Present: It’s my 3rd day of having T-Mobile Home Intern

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2 years ago
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DSSHelper Level 1
asked in Troubleshooting

Really bad Home Internet- Anyone who can help on how to return?

HiI just got scammed to buy Home Internet which doesnt work. Have been trying to return it for two days. There is no way I can send a mail. Chat people direct me to a phone number. Its the same phone number which says they will call back in 15 min and never call back. When I call the number, they keep me on hold for two hours and then disconnect. WHen I ask chat person to transfer, they transfer to a team whcih says they dont cancel and promise to again transfer. It never happens

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10 days ago
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AGReklaw_XX73First activity
asked in Troubleshooting

How Can I Setup My T-Mobile ID for My Home Internet Account...???

I signed up for the Home Internet and got an email that I was activated on 04/01/21... A few days later the cylinder device arrived and connected to the internet easily. Nevertheless, I cannot register to get a T-Mobile ID for this account. I cannot login online OR use the T-Mobile app because it keeps stating they don't recognize my email. I've had two lengthy phone calls with support and visited a store (whom in turn called support)... As of now I STILL can't create a T-Mobile ID to manage my account. (This account was created using my Pre-paid phone account...) At first I thought it didn't matter that I couldn't access my account since the service is working so-so... But at the end of the first month my service was cut off as the person who initiated my account did not ensure that I was signed up for autopay. I never received an email about my bill. When I called about my service they wanted me to pay the $65 + restoration fee + plus a fee for making a payment manually over the phon

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5 months ago
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khenzeFirst activity
asked in Troubleshooting

T-Mobile Home Internet Service - BYOD?

I just switched to the T-Mobile Home Internet; received my gateway device; and  I am not happy with signal strength of the device.  I am put on Band 12 most of the time and speeds are terrible.  With my previous provider I used a MOFI 4500 modem on AT&T network and I could lock in to Bands 2 & 4 exclusively and I had no speed issues.  I ordered myself a MOFI 5500 model which includes the 5G bands to use instead of the T-Mobile provided device.  When I moved the sim card from the T-Mobile device to the MOFI 5500 it registers on the network but no internet connection.  If I move the sim card from my phone to the MOFI 5500 it registers on the network AND I have internet connection.  Is there a restriction on the sim card for the T-Mobile gateway device?  How can I make this work?

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8 months ago
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johnborHelper Level 1
asked in Troubleshooting

What I think after months of service home internet

Well after about 4 months of service I have pretty much the same review as many of you.I’m grandfathered into the $50 a month so was hoping it would work out BUT the service is VERY UNRELIABLE , its also NOT CONSISTENT and at some times I might see 30 megs down and .2  up which is terrible for up with lots of latency and yet other times I might get 1-3 mg down with 3 mgs up, quite crazy… It seems to have a SLOWNESS that I just get grasp and no matter where I place the unit, no matter if its sunny, cloudy, raining its NEVER reliable. I was hoping they would get the kinks worked out but my hope is fading fast. My home DSL is not fast but it is consistent and reliable where T-Mobile home internet is NOT. Whoever did their 5G map does not know what they are talking about because even though I’m in the heart of the 5G map, I don’t think the unit has ever been getting that speed, even after restarting rebooting or anything else . They also have a HUGE problem with the website for many users

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10 months 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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LBC90808Rookie
asked in Troubleshooting

Why is it my 5G Internet Gateway can't work using 5G?

As I understand the connections for bands, a B connection is 4G (LTE) and the N connection would be 5G.  Whether bands using B12, B2 or B66 that primary signal is a 4G signal, right? Also, from the instructions (and T-mobile website) that primary connection ‘must’ be 4G (LTE) and only the secondary connection is 5G. As is in my case, where you get no secondary connection, you are not receiving 5G. Period.And where (again as I understand the product correctly) secondary is not primary - you are using that primary 4G signal as your main connection – the gateway will not be providing you with 5G nor 5G speeds. Hmm.Makes sense really, as the 600mHz signal only travels about 1,500 feet on average (three football fields) and low-lying trees and buildings can easily block the signal.Heck, the closest 4G tower is less than ½ mile away, and I can barely keep the Gateway connected. Again, 2 -digits in their teens at best. At 4G.The most disappointing aspect of this service has been the repeated

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1 year ago
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SkylineFirst activity
asked in Troubleshooting

Pre-testing 5G internet speed...

Hello,I’ve been a Tmobile customer for close to 20 years, with no issues. My cell is iPhone 12 Pro and get good speed test results for 5G:Speedtest app, 5GEven the LTE (4G) test shows faster download speed, than my current cable service:Speedtest app, 4G testThe limited upload result is due to the current cell plan.Tmobile 5G home internet is available in my area and prior to going for it, couple of questions…Is this speed test result any indication for the future home internet performance?Is there any limitation for the upload speed with home internet, or will it match the download speed?How’s the telephone service with this service and can a current phone number with the cable service transferred to Tmobile home internet?How does this service perform in adverse weather conditions, like heavy rain, snow, wind, etc., did anyone experienced these conditions?After reading lot of posts about issues with the NOK 5G21 Gateway device, I am still somewhat hesitant to go for this service. Tmob

2
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2 years 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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2 months 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?

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1 year ago
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A2ronFirst activity
asked in Troubleshooting

GlobalProtect VPN not working with T-Mobile

I have seen several posts about VPNs not working with T-Mobile Home Internet. What is T-Mobile's plan to address this? I contacted my corporate IT department and they said it's not their VPN. All works fine on my old ATT home internet and Verizon Hotspot (work cell). Maybe I should drop T-Mobile Home Internet and go back to ATT.

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9 months ago
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louishirsch1@sbcglobal.netFirst activity
asked in Troubleshooting

Tmobile home not showing up in list of wi-fi on new computer

I have an older computer which connects to the t-mobile home internet fine as dones my Android. But I bought a Lenovo computer and it shows every darn network in the building(many which my older computer doesn’t see) but not the Tmobile network, How do I get the computer to see my t-mobile home network. I have the grey Nokia router if that makes a difference. Any possible suggestions appreciated. 

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21 days ago
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YvonneDogMamaFirst activity
asked in Troubleshooting

5G -How to do a push-button wifi join?

Where is the WPS push-button join feature for the 5G Home Internet gateway? There is no button on the body of the gateway and I’ve looked on the gateway’s screen, in the phone app and in the web browser interface. I don’t see any hint of an “accept join request” action. My printer is having difficulty joining the wifi network so I’m using it via ethernet cable, meaning I can’t move the gateway out of the same room. It would also be so much easier to join all my other devices that don’t have a keypad to enter the password like my bathroom scale, Filimin, etc. Every device has a separate management web portal. Annoying. 

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3 months ago
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