Troubleshooting

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

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  • 8,539 Replies

1632 Discussions

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PS56kRookie
posted in Troubleshooting

finding TMobile cell tower locations

Happen to run across this cell tower locator….https://www.cellmapper.net/map?MCC=310&MNC=2601 - you have to turn off any AD Blockers.2 - DO NOT download anything…. sketchy Ads3 - you DO NOT have to Log In - to anything3 - scroll down and enter your “Location Search” (city & state)and it should show you a local map AND the location of any towers and their bands...

6
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1 year ago
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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

258
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1 month ago
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BreBroRookie
asked in Troubleshooting

Web UI login

I just got the home internet gateway and have been using the app, but found there is also a much more versatile web interface at http://192.168.12.1/ in my browser. I found I have to log in to manage the 2.4 and 5GHz networks, but I didn’t know which credentials to use.I tried the default admin/admin, but thought that may not work, as I was already made to change the default admin password in the app when I set up the device SSID. I did not, however know what it wanted for “username” and tried admin, but that didn’t work. Tried my email from my T-mobile ID, but that didn’t work. Tried the phone number assigned to my gateway device, but that was rejected. Now I get the message: “web ui locked” due to all the failed login attempts.Can anyone tell me what it is looking for in terms of username/password, so I can finally log into it?

14
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5 months 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).

49
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2 months 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?

44
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7 months 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!!!!

12
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5 days ago
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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!

66
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19 days ago
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DSH61First activity
asked in Troubleshooting

Travelling with my TMobile Home Internet device?

I travel a lot in the USA.  Next Month I will be living in a private home in another state.  This residence does not have internet service.  o, I’m wondering if I can bring my T-Mobile Home Internet device with me, and will it function in a location different from my regular reesidence?

12
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1 month ago
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Jim12957First activity
asked in Troubleshooting

Connected, No Internet

We've had TMobile Home Internet for several months, and it's been rock solid from day one. Until the last 24 hours. Every 10-30 minutes or so, our devices get 'Connected, No Internet', and the only way to fix it is to power cycle the gray trash can (as we call the modem). Very confused, as it's location hasn't changed since initial setup, nor have any of its settings. Any help would be appreciated.

39
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17 days 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. 

76
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3 months ago
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TwoCutesFirst activity
posted in Troubleshooting

MIMO antenna for T-Mobile 5G home internet gateway?

Hi all - New T-Mobile home internet user, here.  I set up my 5G internet gateway (silver cylinder) this weekend and it works just fine.  I have Frontier DSL and Charter Spectrum now and T-Mobile is currently way outperforming Frontier DSL and outperforming Charter Spectrum almost always.I found this article about installing a MIMO antenna using the internal gateway ports. https://www.waveform.com/a/b/guides/hotspots/t-mobile-5g-gatewayHas anyone tried it?  I would be interested in experiences and results.  Thanks in advance!

32
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8 months ago
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xRemarkAbelRookie
asked in Troubleshooting

Error Codes Wan005 and Wan002

Does anyone else using the T mobile Home Internet model KVD21 have this happen to them? My internet worked great for the first month, and about 2 days ago or so the internet just drops randomly and won't reconnect and will give me error codes Wan005 and Wan002 until I factory reset it. Turning it off and on again multiple times doesn't fix the error either. And when I do factory reset it, whenever it goes to reboot it gets stuck in a cycle where it keeps restarting over and over until randomly it finally reboots after unplugging and plugging it back in multiple times. This is super frustrating as you could probably imagine and I have no idea why out of nowhere it started doing this. Any help or advice would be greatly appreciated, if it continues I guess I will try to see about getting a replacement unit. Thanks for any input or thoughts on what could be the issue! 

13
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1 month ago
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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 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.

92
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3 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?

59
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7 days 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?

13
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9 months ago
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H0GGZ1LLALearner
asked in Troubleshooting

how to improve signal and speed on home internet¿

I'm only getting about 25 to 45 Mbps down and similar up. I keep seeing people get in the 200s down! How can I get those kind of speeds? I'm not very far from a tower and I've tried the Nokia Gateway all over the house!

33
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5 months ago
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Davidschwartz1985First activity
asked in Troubleshooting

Home Wifi NAT Type issues

Hey everyone,Been struggling with the NAT type issues on my home T-mobile WiFi 5G and my PS4.  I just got this and can’t sync up with my friends, let alone play online anymore.  Does anyone have a fix for this?!  I’m becoming quite desperate and exhausted with this issue and t-mobile tech support doesn’t have an answer.  

24
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8 months ago
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Dan MarquezFirst activity
asked in Troubleshooting

Mi Mifi Login

The links http://my.mifi (found on my M2000 hotspot) and http://my.mifi.com (found in a T-Mobile help response) don’t work at all.  How do I see the ACTUAL usage on my hotspot? What is the correct link?Thanks,Dan

5
iTinkeralot
Pillar
9 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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6 months ago
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Ron6283First activity
asked in Troubleshooting

How do I get the Home Internet enrollment $50 rebate?

I recently started with Home Internet. I understand there is a $50 rebate available. How do I apply for it? The sales rep did not offer it.

17
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25 days 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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2 months 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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9 months ago
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fungi2cFirst activity
asked in Troubleshooting

How to return internet gateway

I attempted to return my 5G gateway to my local store….they said they couldn’t do it….what do I need to do to get rid of this?

14
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14 days ago
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wildcats198311First activity
posted in Troubleshooting

NOK 5G21 Gateway Battery Backup

How does the battery backup option work on the High Speed Home Internet NOK 5G21 Gateway device.  When the device gets unplugged or losses power, the device configures to battery operation, then the WiFi is disabled.  I also tried using Ethernet.  Neither connection method works.  In the manual it says “During battery operation, neither Wi-Fi nor Ethernet connections are supported.”  What is the use to have battery backup if WiFi nor Ethernet connections are supported?  How can I use the device during battery operation? 

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8 months ago
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