Question

5g home internet - some sites won't load

  • 15 August 2021
  • 16 replies
  • 491 views

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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.)


16 replies

Userlevel 3
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If you have one, I would suggest a dedicated wi-fi router that is hard-wired to the modem instead of using the built-in wi-fi.  That seems to tax the device a bit too much at times and cause issues like you’re describing.  You may also be dealing with an overheating modem.

 

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Thanks Jlillard, but the device is consistent with the sites it refuses to load, so it’s not an intermittent or random occurrence, and I do not think it’s a heat-related issue in this case. 

I’d like to continue to solicit advice on this. 

Userlevel 3
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I have never run across a scenario where T-Mobile is blocking access to a site.  However, since I’m using a dedicated wi-fi router that’s providing DNS for my network as well.  You could try hardcoding your DNS servers on your clients to see if that helps.  Google’s servers are free to use: 8.8.8.8 and 8.8.4.4.  This would help confirm / eliminate a DNS issue.

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Thanks! I had been using Cloudflare’s servers. In testing, I reverted to the Tmo ones, and neither set worked. So I just tried your google ones, plus rebooting and renewing the DHCP lease, but no change. 

The error messages I see on the sites that won’t load are either “timed out” after a long pause, or 

“A network change was detected. ERR_NETWORK_CHANGED” 

I don’t think Tmo is blocking anything on purpose, since these are inoffensive sites. But they won’t load. Here is one example site that won’t load for me via Tmo. http://judiglova.com/

Userlevel 3
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I am able to load that site up without a problem.  Someone else on one of my threads mentioned having an issue with a Mac and it may have been related to IP6.  I’m pretty sure my router is only doing IP4 but when I connected to the modem directly it was doing IP6.  Are you able to force yourself to IP4 and see if that helps?

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Thanks! I tried this on your advice. For anyone else reading this, let me save you some time. You can’t disable IPv6 from the System Preferences control panel. You can only set it to local. So I did that, but I also googled and found this Terminal command to disable it: 

networksetup -setv6off Wi-Fi

And that does indeed show as “off” in the IPv6 panel of System Preferences, once you execute it. 

So thus set up, I tried again, and… no change.  :-/  

Some further data though: The site loads on my iPhone via Verizon cellular data, but NOT when the iPhone is attached via wifi to the Tmo 5g Home router. So does that point to the router, not the computer? 

Userlevel 3
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Are you using Chrome on your Mac?

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Fails to load on Mac: Chrome; Mac: Firefox; iOS: Chrome; iOS: Safari; Android: Chrome. 

So 3 browsers on 3 operating systems all behave (fail to load judiglova.com) the same. 

Userlevel 3
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Are you running over a VPN by chance?

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I’m sorry, I’m not on VPN. I am apparently a difficult case! 

You can see why I didn’t want to get on the phone for this ;-) 

Userlevel 3
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I’m running out of ideas.  The next thing I would do is use the host command from the terminal to confirm your DNS lookups are returning the same IP regardless of that network you’re on.  Assuming those are the same, I would also try a traceroute from the terminal to see if you can determine how far your request gets.  The Chrome developer tools could also be useful if you have the Network tab open when you make the request.

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Thank you. It’s a tough one. I will try this, though it’s a bit beyond me. 

You also have me thinking I could try to turn on a VPN and see if that changes anything…

I’ll report back…

And thank you. 

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.)

More likely if its 5G just like the phone, it is not you, its Tmo. They’re blocking UDP Access with 5G connections. Try a VPN and see if it works that way. I did that and the sites and access to voice programs like Discord and Skype worked fine after that. T- Mobile lies about their Data or does not give out proper information, Correct me if im wrong T Mobile ? 

You ever figure this out? Having same issues T-Mobile support isn’t much help just restarting thing, resetting. No changes. Only had this thing a week then it just starts happening in randomly. I can access google, YouTube, Facebook, but no other sites will load, WiFi or LAN devices. 

I also recently started having issues with this and some sites no longer load when i am connected to the T-Mobile Home Internet.

For example www.bofa.com does not load for me, but www.bankofamercia.com does.

If i switch over to my hotspot through my phone, these pages work. I tried multiple browsers and devices and all work fine through hotspot, but once connected to home internet, specific sites no longer work.

There seems to be some proxy or DNS issue which isn't loading correctly?

Also, i can ping the websites through terminal. They just fail to load in all browsers

I just got the Gray cylinder and neither of the MacBooks I own would see the internet although they were connected to TMo wifi.  I tried again but used a vpn and they worked like a charm.  This made me very confident the issue was DNS. I changed the DNS settings in System Preferences/Networking to 8.8.8.8 and 8.8.4.4 and the MacBooks worked great even without using VPN.  It was a very simple fix.  What is beyond frustrating is I spent 90 minutes on the phone with TMo support trying to fix this problem and they were absolutely clueless.  Actually, beyond clueless.  All they would do is keep having me reset the device.  I truly find it hard to believe they haven't resolved this issue for other Mac users and documented it for the support folks who have to deal with the public.  C’mon T-Mobile, you're better than this.

 

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