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Troubleshooting

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

  • 1,714 Discussions
  • 10,186 Replies
1714 Discussions
J
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
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6 months ago
S
SFCRookie
asked in Troubleshooting
Google blocking search

I placed a search on Google and this is the response I got back."This network is blocked due to unaddressed abuse complaints about malicious behavior. This page checks to see if it's really a human sending the requests and not a robot coming from this network.”What does this mean? Is Google trying to block my use of its service because of issues with T-Mobile?

153
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20 days ago
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AlthiusFirst activity
asked in Troubleshooting
Unable to use T-Mobile Home Internet with work VPN, any suggestions?

I’ve recently been told by work Information Services that I cannot use my work laptop with T-Mobile Home Internet.   Here is there response to my support request. T-Mobile's primary service called "5G Broadband" is not true wire-to-site broadband.  While Cisco AnyConnect can work over 5G and other wireless connections, MTS does not recommend its usage unless absolutely necessary, and if you utilize a phone line such as Cisco Jabber call quality cannot be guaranteed.The issue is that while 5G can provide broadband level speeds and bandwidth wireless solutions, such as 5G, have a higher tolerance for "packet loss."  Packet loss is when individual pieces of data are dropped/lost during transmission.  For most applications this is a minimal issue that 5G speeds may render unnoticeable, but a live connection, such as the AnyConnect VPN or Voice Over IP phone services, will experience connection degradation or be completely disconnected forcing you to reconnect.This is not an issue MTS can m

122
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1 month ago
jlillard
jlillardHelper Level 1
asked in Troubleshooting
Home Internet Static IP

Is it possible to get a static IP with the 5G Home Internet service?  Normally I wouldn’t need it but since my connection dies at least once a week I get a new IP every time my modem reboots.  I work from home and whenever my IP changes I have to update some of my clients’ firewalls.

95
M
2 months ago
J
justrick1701Learner
asked in Troubleshooting
Windows laptop can't find T-Mobile Home Internet network... but all other devices can

Just set up my gateway… working fine for the most part, but it doesn’t appear in the list of available networks on my Windows 10 laptop. Phone, tablet, another laptop elsewhere in the house… the network shows up just fine on all those devices.Any idea what would cause this? TIA!

82
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3 months ago
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mexokreamFirst activity
asked in Troubleshooting
5G Home internet keeps dropping!

I've had 5G home internet service for about two months, after two weeks it started acting up. For about five times a day all my devices connected to the Arcadyan KVD21 gateway lose internet yet stay connected to wifi, I've tried everything! Do I need to replace my gateway? Very frustrating. 

82
H
7 months ago
S
SlowPokeFirst activity
asked in Troubleshooting
Has ping / tracert been blocked on 5g network?

Before yesterday (10/17/2022), I’ve always had a command prompt window (MS Windows) up running a constant ping at 3 second interval - so I can tell when the network starts to degrade or just stops responding (which has become very frequent in the last few months).As of yesterday morning, both ping and tracert commands consistently fail.  As in no longer any response.  So it appears the ports used for those commands are now being blocked on the 5g network?  I have a 5g phone on Tmobile, and I see the same result.  On 5g with hotspot turned on, with computer connected, ping and tracert fail 100%.  If I force the phone to use LTE and stay off 5g, ping and tracert start working again.  Don’t really understand why Tmobile would block such a basic network analysis command.This is in downtown Scottsdale AZ.  As a sidenote, service on the 5g network degrades consistently  every day after about 8am, and usually is consistently bad all weekend long.  Works great before 8am most days.

79
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1 year ago
D
digitaldarylFirst activity
asked in Troubleshooting
Netflix no longer streaming

Netflix no longer able to stream on Gateway internet

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1 year ago
MisterK
MisterKHelper Level 1
posted in Troubleshooting
5G Home Internet T-Mobile Gateway needs to be fixed. There are too many internet disconnections.

Let me start by saying I do like having wireless internet. The problem is I don’t think it is ready for primetime. Speed is great, price is great, but It loses its connection to the internet about once every two days. It’s sad. I have spoken with T-Mobile many times. They have updated my firmware and done other things (I have no idea what they change there), and they tell me that these changes will fix all the problems. Sure! I am getting close to asking them to replace my Gateway to see if that helps. Has anyone had a replacement and found that helped?

71
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7 months ago
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CootjrFirst activity
asked in Troubleshooting
Suddenly slow home internet.

I've had the home internet for a few weeks now and it's been great. Getting speeds of 100 megabytes or more with a fair signal. But tonight the signal is poor and I barely get 10 megabytes a second. What gives?

64
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3 months ago
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KpeacockFirst activity
asked in Troubleshooting
Home internet modem keeps powering down and restarting

So, we had the Tmobile modem(the 5g tower... black box) for a few weeks now... worked great at first but now it continues  to shut down every few minutes and restart. If it does it long enough I have to completely redo the setup on the app. Has anyone ever had this happen?

62
K
1 month ago
M
MAUI671Rookie
asked in Troubleshooting
5G Home Internet nightly slow down

Hey all, I’ve had the black 5G gateway for a couple days now, and have been a T-Mobile customer for just as long. I guess the issue I’m having is looking like one that a lot of other people are as well.During the day my gateway pulls about 500 Mbps and has a “Very Good” signal. Without moving or changing anything about the setup, usage area, or anything, around 8PM Eastern my speeds go down to MAX 5 Mbps.Nothing has changed other than the time of the day. I have a ticket open for the “local engineering department” to troubleshoot. It’ll randomly be good during the night and then go back to the unusable 5 Mbps.I relayed this to Customer Care, and while they seem sympathetic to the plight, they ultimately just want me to continuously restart the gateway so they can reconnect it to the tower because it has “stopped communicating.” Is this the common reply that everyone is getting? Restart on restart while waiting for engineers to troubleshoot your wifi, only to then get told you need to r

62
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13 days ago
A
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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3 months ago
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Bigal80akFirst activity
asked in Troubleshooting
tmobile home internet speed issues

I just got this and once or twice I got 50mbps for a minute or two but the rest of the time 1-3mbps download and 15mbps upload.Cant figure this out and not many settings to change. Been on hold for customer support for an hour yesterday and today and can't get through.. any ideas? Thank you

55
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1 year ago
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EllerCLearner
asked in Troubleshooting
USAGE details no longer available?

Been monitoring daily usage because I’m on tiered data plan. (Wish I could switch) Before I could access by clicking on “USAGE” tab but that changed overnight. Called in and was told the system is being “updated”--check back later.Anyone else?

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Community Manager
1 year ago
A
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

55
Itsalibrathing33
1 month ago
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leechatRookie
posted in Troubleshooting
I cannot access my job's VPN from home

I am currently working from home.  I use a company provided laptop with an always on VPN client to access my job's servers. No problem with spectrum cable. I have the brand new grey t-mobile gateway and cannot get in.  My IT guy worked with me and says it must be how the ports are provisioned.  He said to call and get level 2 support.  He wanted to know about specific ports. Did that, was on hold over an hour.  Tech I spoke with basically said they don't do ports. What?!  In fact when I gave her the port #s to look into she basically said no, thats not how it is designed. The tech I spoke with before her said WAN is blocked by default. What?! The level 2 person said that was not right. I get about 130 Mbps down and about 35 Mbos up. So speed is good.  My tvs, tablets, laptops, nintendo gaming, vivint(connect with lan cable to one of two ports on gateway) are streaming working fine. I can surf the web from the company laptop.  I can also get to my MS Teams & Outlook. But when I try

54
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1 year ago
T
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
X
1 year ago
L
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.)

53
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21 days ago
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HVl28792First activity
posted in Troubleshooting
NAT (Forwarding) in T-Mobile Gateway

I recently signed up for T-Mobile internet, and I am VERY disappointed that I could not even forward NAT traffic to my home security system.   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 Optimum (Morris Broadband).

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6 months ago
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LidaFirst activity
asked in Troubleshooting
Echo 8 Promotion

I have submitted request for this promotion 3 times.  Every time I was asked to track my order.  I have three tracking numbers.  Unfortunately, I am not sure where I should go to track the order.The instructions on line are not clear!!Please help.BestLida Farzin

46
S
1 year ago
B
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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1 year ago
A
AimfireFirst activity
asked in Troubleshooting
why TMobile home internet so bad

When I first got my gateway it worked ok 6 months now and it sucks so bad I can't play games and half the time my wife can't even watch her shows without it buffing I think TMobile needs to stop making new stuff and fix theyre crappy service when I get another service in dropping this crap

45
S
8 days ago
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nartinoRookie
asked in Troubleshooting
Home Internet and wifi extender

Is there any reason I cannot use a wifi extender with my home internet service?

45
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1 month ago
V
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'? 

43
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1 year ago
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