Forum Discussion

phutto74's avatar
phutto74
Network Novice
2 years ago

Unable to see connected devices on Home Internet App

I'm having issues being able to see the connected devices through the T-Mobile Home Internet App. Keeps telling me the gateway did not respond and to restart it if the problem persists. I have restarted the modem. Uninstalled and reinstalled the app more than once and it still does not work. Does anybody have any resolution to this or has anybody had this issue? It would also be nice to be able to see the devices away from home, but you can only do it if you're connected to the modem, which I thinks sucks

  • I wish you good luck.  I've probably seen worse apps the t-life but I can't remember any. 

  • arehling's avatar
    arehling
    Network Novice

    I have T-Mobile amplified gateway (cell modem) home internet. I open the T-Life app, it recognizes me without any login prompt, I hit "Internet" at the top of the screen and it says "Is your geteway set up ?"  The tech in the store already set it up, then I had to set it up a couple more times at home.  It does not need setup again and the question is starting to get annoying.  How do I see what devices are connected to my home internet ?  Am I supposed to be doing this some other way ?

     

    • arehling's avatar
      arehling
      Network Novice

      Update:  I worked with T-Mobile chat support and had to uninstall T-Life, the re-download and reinstall.  Now I can get to screens in the app that were not there before.

  • I’m no expert. Mine won’t let me add new devices. Especially Amazon Echo products. I’ve found out somewhere somehow that the network setting for the gateway is public so that seems to be the problem with those. It won’t add new phones iPads even when the gateway password is correct. I have not found how to change it to a private network. 

  • Likely reconnecting these certain problem devices will give the error in the app again but im not 100% sure. I stopped using it the App a few months ago because of this problem. Someone created their own app called Hint Control that is free and on the app store. It is a pretty good alternative

  • Disconnect them permanently, or disconnect and reconnect? We have three Samsung TVs, 13 other deices, and the app doesn’t find the other devices either, not just the TVs.

  • If you have any samsung smart devices or amazon devices connect to the wifi, disconnect those and it should start working. For some reason it doesnt like those devices.

  • Yep. My T-Mobile Home Internet App Device tab says “No devices found” when devices ARE connected and working on WiFi. T-Mobile support says there are known bugs with the app, for at least two different kinds of gateways (Sagemcom and one other). The app also freezes and won’t go back to the Home screen. Support says app has this problem until a new update is issued. No estimated time for fix. This problem just started for me yesterday (2/21/24) but has been reported previously by other users. Before this I had a problem with the app not recognizing that some of my devices were in fact connected, but the app said they were “offline.” Now it’s not finding any devices. Some users on this site said they were told to reboot the gateway, but that didn’t work. Any other solutions? By the way, this is a new gateway, three bars, and yes, I spoke with customer support. No solutions offered.

    • JMose17's avatar
      JMose17
      Network Novice

      This is happening to me on both the TMobile internet app AND the new TLife app. Both say “0 devices connected”. I’ve rebooted, deleted and reinstalled, etc. Did you ever find a fix for this?

  • copz1998's avatar
    copz1998
    Connection Curator

    @phutto74 are you connecting directly to the TM Gateway or using a wifi router? 

    It looks like you have tried the normal diagnostic process - reboot the gateway and/or remove and reinstall the TM Internet app. You should be able to see your connected devices on the Devices screen on your TM Internet app. 

    What are your signal metrics like? Do you see 3+ bars on the front of the device? 

    Have you tried calling customer support? If so what did they recommend? They may suggest shipping you a replacement gateway. 1-844-275-9310. 

    Let us know how it turns out.