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Troubleshooting

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

  • 1,730 Discussions
  • 10,333 Replies
1730 Discussions
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cfarcherFirst activity
asked in Troubleshooting
iphone 13 disabled

have a new iphone 13 got at xmas forgot the passcode and am now locked out any suggestions?

1
gramps28
Pillar
2 years ago
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SnoozecatRookie
asked in Troubleshooting
Need real tech support for 5g download problems

I have had t-mobile 5g Home Internet for a couple of weeks now.  My download speeds are running around 30 to 40 Mbps on average, as determined by checking speedtest.net every 10 minutes.  (I am trying decide if I will keep this service or, sadly, go back to the slow but reliable CenturyLink DSL I had formerly).The download speeds aren’t great, but they are definitely better than I get with my 10Mbps DSL.  However in the last two or thee days I experience almost total outages.  Please see graph below:Three days of download speed tests, 10 minute intervalsT-Mobile only offers phone support, and so there is no opportunity to present the information I have and the calls are really time-consuming.  I have a lot of respect for the folks in India who handle these calls, but let’s face it, they are just running a “reset the modem and hope” sort of checklist.  My call resulted in absolutely no long-term fix.So is there any way, short of some sort of e-mail roulette (guess an email address and g

7
iTinkeralot
Pillar
2 years ago
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Edi464First activity
asked in Troubleshooting
Home Internet with Verizon

Good Afternoon :)Quick question to my below Tmobile people. I have Verizon home Internet and i want to switch to T-mobile Home Internet but Verizon is charging me for the box even though i used it for 3 months. about $200. Does T-mobile pay for that in order for me to switch over to Tmobile Home Internet? just like it what they do for the phones?

1
iTinkeralot
Pillar
2 years ago
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madderrFirst activity
asked in Troubleshooting
Turning off access to Hotspot for one user

One occupant living in my home is a night owl who wakes others in my home in the wee morning hours with her constant chatter. She refuses to change her ways. Is there a way to block just her phone between 11pm and 6am? 

1
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2 years ago
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JMarsden92First activity
asked in Troubleshooting
Internet Config

I am very skilled in setting up routers…  BUT… I have a Linksys router that is configured to use a “Static IP” in the internet settings, and setting it to internet ipv4 address of 192.168.12.2 with the default gateway 192.168.12.1, and DNS of 192.168.12.1,7.7.7.7, and 8.8.8.8.I can surf, and the Linksys sees that there is a internet connection, but the Linksys also has a Yellow connection issue light on the router. What is everyones setup for using a external router so I can compare…I have also disabled all Wifi on the TMobile router because it is garbage. I can surf without an issue, but once and a while I have some wacky internet.

2
iTinkeralot
Pillar
2 years ago
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DodonnellLearner
asked in Troubleshooting
Slow, really extremely, consistently slow internet

5:45pm on a Monday night and my Tmob download speed is 0.25 mbps. Streaming drops out every few seconds. It stays this slow until around 11pm, when it goes up to 25 mbps . Reminds me of how slow Genie dial-up internet was back in the 1990s. When is Tmob going to provide usable service that is halfway as good as cable? 

8
K
2 years ago
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TVfromMurTXRookie
asked in Troubleshooting
Day 1 with the Internet 5G gateway..

I don’t see a lot of functionality built in to 192.168.12.1. In fact looks like less than the app. What am I doing wrong?

1
T
2 years ago
MisterK
MisterKHelper Level 1
posted in Troubleshooting
Day One with the Arc Gateway

So far so good. T-Mobile replaced my Nokia trashcan (rightfully nicknamed) without question. I needed to restart my trashcan 57 times in 149 days for an average of once every 2-3/4 days. Although possible, it would be hard to believe that the Arc Gateway could be worse.Arc Gateway Pros:Easy setup once I swapped out the sim it came with for my sim from my Nokia trashcan. Sadly, support did not know that this is why I had no internet. I had to suggest the swap. The GUI is much simpler than the trash can. There are only two SSID settings. First is automatic sending out a combination of 2.4 GHz and 5 GHz signals. The second setting allows you to separate those signals, and those are the only options. This is significantly less than the trash can, but as far as I am concerned, it's no more than 99% of the users need. The Arc device is a bit smaller than the trashcan. Signal strength is better, internet speed is a bit slower.Arc Gateway Cons:Heat generation is about the same. Not bad, but gi

11
iTinkeralot
Pillar
2 years ago
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Timmay412First activity
asked in Troubleshooting
why is my T-mobile home internet so unstable

I got the home internet 55 a month service and i use it to work from home. well 4-10 times a day im restarting the gateway because the speed drops to slower then 3G when its supposed to be 5G at all times a restart fixes it for an indefinite amount of time.’ is there any reason for this or is it just because its based off a cellphone style infastructure

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R
2 years ago
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ChaseAZFirst activity
asked in Troubleshooting
Rules are not paying attention to daylights saving time

I live in AZ and we do not have day light savings time.  It seems as if the internet is cutting off an hour early due to day light savings time. AZ does not have day lights saving time.

4
syaoran
Pillar
2 years ago
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kahmarkFirst activity
asked in Troubleshooting
Inconsistent speeds

We started using Tmobile home internet a few days ago.  download speeds regularly 25-140mbps.  Then suddenly, speeds dropped to 2mbps down and 2mbps up.  Any ideas what is going on and what we can do to improve our speeds? 

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iTinkeralot
Pillar
2 years ago
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Marcus2020Rookie
posted in Troubleshooting
Home internet

I have been having t mobile home internet issues for a while apps say I have no internet everything slow. I contract t mobile more then 30 times in a month. I opened 3 support tickets all say wait tell the network is upgraded but they don’t have any plans for the network to be upgraded. Even T mobile executive team says wait tell the network is upgraded. They don’t know how long. When I restart the modem, I get good speeds for 5 Minties then it drops. every time I call, they say to wait tell the network is upgraded I email Jon Freier no response I dm him on twitter no response. I told everybody on Twitter not to get t mobile home internet. I don’t know what else to do I filled a complaint with the FCC that's how I got the t mobile executive who says wait tell the network is upgraded but won’t give me a date because They don’t know. Does anyone else have any Ideas on what I can do. 

4
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2 years ago
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Kimmie01First activity
asked in Troubleshooting
INTERNET

I PURCHASED THE INTERNET WHEN HOME AND REALIZED IT WAS NOT ABLE TO BE USED IN MY AREA. I CALLED THE SAME TIME AND CANCELED. NOW I AM GETTING A BILL AND I CANNOT EVER GET SOMEONE ONLINE TO HELP. SAYS SITE CANNOT BE REACHED? I NEVER HAD THE INTERNET.

2
R
2 years ago
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Lesley-ARookie
asked in Troubleshooting
5G Gateway Battery Charge

How long does the Gateway need to be charged for? 2 hours? 10 hours? Just got one today, set it up and noticed that it had 0% charge, yet no where did I find on the app or in the "quick start" guide that it needed to be charged up first. I've already a mind to return this thing. 

5
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2 years ago
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RoccoBFirst activity
asked in Troubleshooting
5G Home Setup Frustration

Just spent 4 hours on the phone with TMO tech support (4 people).  Could never get wireless connection to work on my desktop computer. Called retail store in Mokena IL and they were of no use.  Bringing back the unit to the store tomorrow.  I will wait for Verizon service in my area.  One person in tech support told me my account was not set up correctly, other we just clueless.  So much for the 15-minute setup, Was really looking forward to high-speed service in the rural area where I live. Guess I will need to wait a little longer.   

3
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2 years ago
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LuigiojedaFirst activity
asked in Troubleshooting
WIFI first free month

How can I redeem T mobile free first month on their wifi service?

1
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2 years ago
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magenta3092718First activity
asked in Troubleshooting
Home Internet Gateway Dropping Service

What is going on with you T-Mobile? Service on my Gateway keeps dropping and really being a pain in my butt. It spends more time down than up.  If this is the best you can do then I will cancel my services all 4 lines. It is worse than satellite internet.My signal on the gateway has a solid 3 bars. This started about a week ago. Same thing with my Personal Cellspot for my phones. It also drops completely out. I have tried to call customer support 8 times and after 2 hours on hold it disconnects me. Last time I talked to a support person I told them and was transferred to Tech Support. I was told that the system was making updates. And he would call me or message my to see if it had improved. WELL I am still waiting. I don’t think I should be charged for this if it is down and not useable. 

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G
2 years ago
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MyockeyFirst activity
asked in Troubleshooting
home internet has been slow but 5g connection on phones js sufficiently fast.

For the last month maybe more our home internet has been insanely slow (3-5mbps down). But our cell phones are still getting sufficient speeds (75-125mbps down). I'm literally sitting right next to my modem and this disparity is happening. Any advice on how to correct this? We can't stream anything without poor picture quality and constant stalling.  

3
D
2 years ago
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JudahmoxiecashFirst activity
asked in Troubleshooting
My Tmobile Gateway cuts off daily!

Does anyone else’s T-Mobile home internet cut off at some point each day? Ours does at least once sometimes twice daily. It is frustrating. 

1
C
2 years ago
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rich982Rookie
posted in Troubleshooting
My experience with the new T-Mobile Home Internet (NOK5G21)

I have always used my T-Mobile router (ASUS) and T-Link modem with Spectrum service,  Speed has always been a solid 230Mbps down and 12Mbps up.  Very stable and never had any issues.  Works perfect.  Zero complaints.  Port forwarding in the router is perfect.I haver decided to cut some costs and consolidate bill payees.  I realized that TMO speeds via 4G LTE will be no where as good as spectrum, but OK with me, whereas I don’t use heavy bandwidth.  In addition, I know that 5G is on the way, thus performance would get better over time.Let’s get to the point:Got the router and was able to easily set it up via the the user interface (laptop connection)- 192.168.12.1.  No need for the mobile app.  BTW:, when you power up for first time, TMO pushes a new firmware update.  I was surprised by the very limited options in the user interface.  Only has wifi settings - nothing else.  I guess it is this way to make it very easy for users to connect.  For advanced users, a big disappointment.  (i.e

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2 years ago
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JukotaRookie
asked in Troubleshooting
Upload speeds much faster than download speeds

So I recently switched to T-Mobile Home internet since it advertises good speeds and no data caps. When I first set up the gateway, I was shocked. Speeds were blazing fast. I was consistently getting speeds between 70mbps and 170mbps. This went on for roughly 6 weeks, and then the service became completely unusable. Speeds were consistently below 1mbps and on a good day I could make it into the teens. I called customer support just about every day trying to sort things out, but got nowhere. I finally got a call from an engineer who said, "I should expect varying speeds based on my location" and closed out my case. Not a single person can tell me why everything worked so well but then tanked. I then called and had them send me a new gateway device. I set it up and speeds were again in the 60-100 range for about 2 days, and then went back to being unusable. I then started to notice that most tests showed my upload speeds to be significantly higher than my download. I also set up a fan to

15
C
2 years ago
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Jshep512First activity
asked in Troubleshooting
wifi password

Can you use Wi-Fi without a password

1
R
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

11
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2 years ago
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Plants 456First activity
asked in Troubleshooting
Security level with Ethernet connection, 5G21 Gateway

-Using ethernet cable connections to 5G21 Gateway from 2 Mac Minis, at System Prefs > Network (NtWk) > Advanced> 802.1x tab, it states for the newer Mini NO User Profile, only a box at bottom checked  for "Automatic Connection".   While the older Mini's NtWk> 802.1x> states "WPA: and my SSID name" for that gateway I'd like to know if that is WPA2-PSK (Personal) or WPA3-PSK (Personal), or the oldest version of WPA?  How can I learn this info?- Plus for the newer Mini can one create/add a profile requesting WPA2-SSID or WPA3-SSID?  Could one also add a profile for the older Mini using WPA2-Persoanal (PSK)? 

1
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2 years ago
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blueskyskiFirst activity
asked in Troubleshooting
5G Home Internet - ID Field in IP header

Is 5G T-Mobile Internet Service doing anything (changing or dropping) with the ID Field within the IP Header?   

1
B
2 years ago
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