Frequently Asked Questions
Answers to popular questions about
Signing Up
How do I get signed up for T-Mobile Home Internet Service?
- You can go here to check availability at your address and get started www.
t-mobile .com/isp. - Once you successfully submit the form you will be provided contact information for our Home Internet team.
When do you expect to roll out more markets?
We are working aggressively to expand
Can I connect multiple devices to T-Mobile Home Internet at once?
Yes! You'll be able to use your
I received an invitation to sign-up for T-Mobile Home Internet, but when I go to the web and put in my information, I get a message that says "You're on the Waiting List".
- Sometimes, if you're the primary account holder on an existing
T-Mobile account, we'll send you an invitation when another location on your account is eligible. In this situation, you might get a "waiting list" message if you try to check availability for your own address. T-Mobile Home Internet invitations for existingT-Mobile accounts are tied to a specific phone number, so if the correct phone number is not entered on the form, you'll get that response even if you received an invite.- You can re-try using a different phone number on your account or call our dedicated Customer Care team at 1-844-275-9310 to help.
How can I check the status of my order?
If you have placed an order for a device and have not received it yet, you can check your order status here.
Can I purchase this service in a T-Mobile store or on T-Mobile .com?
Do I have to be an existing T-Mobile customer?
No, service is available for everyone at an eligible address.
How can I get Internet for my business?
Great news!
I'm on the waiting list for T-Mobile Home Internet. What does it mean?
We're working to expand
Where can I find information on your T-Mobile Fiber pilot program?
Device Details
What are some of the key features of the T-Mobile 5G Gateway ?
- Customers can connect up to 64 devices to their home
Wi-Fi . Wi-Fi 6 also provides Muti-user MIMO, which creates more capacity as more users connect, improving individual speeds when many devices are accessingWi-Fi . (Wi-Fi 6 performance and advantages are based upon us ingWi-Fi 6 devices).- The Gateway is multiple home network (SSID) capable, which allows customers to set up 4 separate
Wi-Fi names for various uses such as a guest network for your friends and family. - It connects to the massive capacity of
T-Mobile 's 4G LTE and 5G networks. - The SIM card will only work with the
5G Gateway device. It cannot be moved into other devices or routers.
Can I use the device elsewhere, like my vacation home?
No. The
What is Wi-Fi 6 technology?
The
Can I connect the Gateway to the router I already have setup at home?
Yes.
- The
5G Gateway has modernWi-Fi technology that's capable of delivering great connectivity across most homes, all on its own. - Connecting the gateway to older (or less advanced) existing network equipment can impact performance
- There may settings on existing routers that need to be adjusted for compatibility and/or performance (example - some existing routers may need to be set to "bridge mode" to be compatible)
Remember: The
Does it provide a "landline" phone connection?
No.
How far does the signal go from my house?
The
What does it mean that the T-Mobile 5G Gateway is Multiple home network (SSID) capable?
This allows you to set up 4 separate unique names for
I'm an existing Home Internet customer, can I exchange for a newer Gateway?
Due to a combination of Covid-19 impacts and customer demand for Home Internet, inventory is extremely limited. The good news is that your existing device includes most of the same features as the new device and will continue to provide great home internet service. All of our
Is it compatible with "mesh" Wi-Fi Extenders?
Yes.
Does it support File Transfer Protocol (FTP)?
Yes.
3rd Party Equipment & Services
Can I connect a third-party router?
Third party routers can be connected to a
- Refer to the Nokia 5G21 User Guide or Askey TM-RTL0102 User Guide to steps to disable to
Wi-Fi network broadcast from theT-Mobile Gateway. - Note: The
Wi-Fi network broadcast cannot be disabled on the Arcadyan KVD21.
Are Voice Over IP (VOIP) services compatible with Home Internet?
Third Party VOIP services and devices that support IPv6 are compatible with
Can I use Live TV streaming services?
T-Mobile Home Internet uses dynamic IP addressing, meaning the customer’s IP address will change over time.- Dynamic IP changes may cause the geolocation to show different than the physical location of the gateway.
T-Mobile does not have the ability to change IP from dynamic to static.
- Streaming services that rely on IP address for specific location data to deliver live TV are not compatible with
T-Mobile Home Internet. This includes Hulu Live and Sling Live TV.
Can I connect a network switch to my Gateway?
Network switches that connect the gateway’s ethernet port are compatible with our gateways.
Why can’t I see the T-Mobile network on my computer?
You may need to update wireless drivers/adapters on your computer to connect to the gateways' network and/or operate properly.
- Refer to the manufacturer for additional support.
Is LineLink compatible with Home Internet?
Yes! Additional information can be found here: https://www.
Can I open ports or enable port forwarding?
- Refer to the manufacturer or developer if NAT or port forwarding is needed.
Does the Gateway have a WPS button?
- Refer customers who ask about a WPS button to the device manufacturer for workaround steps for connecting without WPS.
Does the T-Mobile Gateway have a firewall installed?
Can I connect a mesh network system or Wi-Fi extender?
Can I use a VPN with Home Internet?
Yes, you can! Refer to the VPN developer or your IT department if you need help connecting.
Can I play gaming systems such as Xbox, PlayStation, or Nintendo Switch?
Some online gaming requires advanced settings and configurations (ex. NAT/Port forwarding, UPnP/Static IP). These settings cannot be configured on the
- Refer to the manufacturer or developer for additional support.
Are smart devices such connected speakers, security cameras, switches/plugs, etc. compatible?
Common issues connecting Smart Home / Home Automation devices are resolved by separating the 2.4 GHz or a 5 GHz
- Refer to the manufacturer or developer for additional support.
Will my service include anti-virus software?
Can I change the NAT type?
- Refer to the manufacturer or developer if you receive an error about NAT.
Can I get a Static IP address?
You can use the T-Mobile Internet app to set up separate 2.4 and 5GHz networks.
The
- You can use the
T-Mobile Internet app to set up separate 2.4 and 5GHz networks.- Nokia steps: https://www.
t-mobile .com/support/devices/web-gateway-user-interface-gui-high-speed-internet-gateway - Arcadyan steps: https://www.
t-mobile .com/support/devices/web-gateway-user-interface T-Mobile Internet app: https://www.t-mobile .com/support/tutorials/device/app/ios/topic/t-mobile -internet-app/how-to-create-additional-wi-fi -networks/1
- Nokia steps: https://www.
Can I enable bridge mode on the gateway?
Nokia gateways can enable/disable the SSID from the Web Gateway User Interface (Web GUI).
What type of encryption do you use for WiFi security?
We use WPA2/WPA3.
Movers
How soon can I use my T-Mobile 5G internet service after I move?
Customers are required to call
If I move, can I take my WiFi Gateway with me?
Yes, customers are required to call
Can I keep my current Home Internet Plan when I move?
Yes, we make it simple, just call 1-844-275-9310 to confirm that their new address is eligible for service and you can continue to get your Home Internet plan for just $50 a month with AutoPay.
Will I be charged for moving or changing my address?
There is no charge for changing addresses.
Can I transfer my T-Mobile 5G internet to another house?
Yes, customers are required to call
Do I have to pay to move my services?
No, after customers calls 1-844-275-9310 to confirm that their new address is eligible for service there is no cost to transfer service.
Ooma Offer
What do I need to know about this promotion?
Starting December 15, 2021, for a limited time, new and existing
How do I redeem my promotion?
Starting December 15, 2021, visit https://promotions.
- Enter your
T-Mobile phone number- You can use any active
T-Mobile phone number on your account to redeem. If you only have Home Internet service withT-Mobile , you will need your Home Internet billing phone number to redeem. This is provided in your shipping confirmation e-mail. You can also find this information through our app or my.t-mobile .com. Check out https://promotions.t-mobile .com/ooma for where to locate your billing phone number
- You can use any active
- Log in with your
T-Mobile ID - Read and accept the terms and conditions and continue
- Fill in your personal information and continue
- After successful submission, you will see a direct link on screen that will redirect you to Ooma to complete your order for free hardware (Telo Air)
- After you have received your TeloAir device, follow instructions included with device to activate Ooma Premier service for $9.99/mo.
- Your monthly service will be billed directly from Ooma and will not be reflected on your
T-Mobile bill - If you cancel required Ooma service before 18 months (or fail to activate), return device to Ooma within 60 days or pay $129.99
- Your monthly service will be billed directly from Ooma and will not be reflected on your
Where can I go to activate a new home internet plan?
Visit your closest Retail Location, call or chat to take advantage of this promotion!
How does this work?
Once you redeem for your Ooma promotion at https://promotions.
Can I combine this Ooma promo with other promotions?
This promotion is exclusive to our Home Internet customers and can be combined with other available Home Internet promotions. Talk to one of our experts to see what deals may be available for you!
Do I need to buy any equipment for Ooma service?
You will receive a free Ooma Telo Air when you sign up for Ooma Premier service as part of this exclusive promotion. If you cancel Ooma Premier service before 18 months (or fail to activate), return device to Ooma within 60 days or pay $129.99.
How long do I have to redeem this promotion with Ooma?
You must claim your exclusive promotion by 11/30/22 and redeem with Ooma by 12/31/22. After you receive your free Ooma Telo Air device, you have 60-days to activate your device and start your Ooma Premier plan. If you fail to activate your service after 60-days you can either return the device to Ooma or be charged $129.99.
I already have service with Ooma, can I get this deal?
No, this promotional offer is good for new and existing HINT customers that do not have home phone service with Ooma.
Are employees eligible for these promos?
Yes, if you have a Home Internet plan, you are eligible.
After 18 months, will my cost of monthly service increase at any point? What do I need to keep for 18 months?
As part of the promotion with Ooma, you must keep Ooma Premier service active for 18 months. After 18 months, your Telo Air device becomes yours and you do not have to return the device if you cancel. Your monthly cost for Ooma service will not change. Ooma's current cost of their Premier service is $9.99. Ooma would notify any users of changes to their costs.
What is Ooma?
Ooma is dedicated to empowering customers to connect in smarter ways. Ooma creates powerful connected experiences for businesses and consumers, all delivered through their smart, cloud-based software service platform. Ooma's business and consumer phone service solutions are ranked among the best by customers in third party surveys.
OR
Ooma provides free and low-cost home and business internet phone services using high-speed Internet to provide advanced features and connected services never before possible. They offer a smart communications platform for home and business with over 2 million core users. Ooma has been in business for over 15 years with more than 900 employees and contractors. Ooma is consistently ranked among the best home phone services.
Who is eligible for the Ooma promotion?
If you are a
When will I receive my code to redeem?
You code will be displayed once you complete a qualified submission at https://promotions.
Can T-Mobile for Business customers get the Ooma promotion?
No,
Do I need to buy any equipment for T-Mobile Home Internet?
Our
Can I cancel Ooma at any time?
There is no annual contract for the Ooma Home Phone (VoIP) service and you cancel at any time. If you cancel before 18 months (or fail to activate), you need to return the Telo Air device to Ooma or pay $129.99.
What if my redemption didn’t work? Who do I contact?
If your promo submission fails, please re-start the submission. If you have not received your Ooma order, please contact Ooma via chat or at 866-393-6353. Ooma is available 24/7 to assist you.
I have a home phone number (or existing phone number) I would like to use with Ooma, can I use that number with them?
Phone number porting is an option that allows you to transfer your existing phone number from your old phone company to Ooma. Transferring your phone number can take several weeks to complete - please do not cancel your existing phone number - the number will transfer from your old carrier to Ooma once the port process is complete. Visit Ooma for more information.
Can I setup Fax with Ooma VoIP equipment?
With the proper equipment, it is possible to send and receive faxes with you Ooma service. There are several configuration options, allowing you to select the setup that will be best for you. Before you begin, please keep in mind that you will need to have access to a working fax machine, and possibly a phone splitter in order to use this feature. Once you have all of the necessary tools, check out Ooma's guides for your desired configuration.
Google Nest Wifi router offer
What do I need to know about this promotion?
Starting September 1, 2022, for a limited time, new and existing
What is Nest Wifi?
Nest Wifi is a scalable system that gives both whole-home coverage and a consistently strong signal. Nest Wifi devices work together to blanket your whole home– reducing dead spots and providing coverage up to 6600 square feet with 3 routers.1 For detailed technical and product specifications, click here.
¹ Home size, materials, and layout can affect how
How does Nest Wifi work?
One Nest router plugs into your
² This is based on only using connected devices at a maximum data rate of 1Mbps. Requires sufficient broadband internet connection and connected devices must be located within
Who is eligible for the Nest Wifi promotion?
If you are a
When will I receive my code to redeem?
You code will be displayed once you complete a qualified submission at https://promotions.
Can T-Mobile for Business customers get the Nest Wifi promotion?
Only Small Business Internet customers on a Business w/SSN account qualify for this offer.
Do I need to buy any equipment for T-Mobile Home Internet?
Our
Are employees eligible for these promos?
Yes, if you have a Home Internet plan, you are eligible.
How do I redeem my promotion?
Starting September 1, 2022, visit https://promotions.
- Enter your
T-Mobile phone number- You can use any active
T-Mobile phone number on your account to redeem. If you only have Home Internet service withT-Mobile , you will need your Home Internet billing phone number to redeem. This is provided in your shipping confirmation e-mail. You can also find this information through our app or my.t-mobile .com. Check out https://promotions.t-mobile .com/google for where to locate your billing phone number
- You can use any active
- Log in with your
T-Mobile ID - Read and accept the terms and conditions and continue
- Fill in your personal information and continue
- After successful submission, you will see a direct link on screen that will redirect you to the Google Store to complete your order for up to three Nest Wifi routers for only $54 each (regularly $169 MSRP).
- Signing into a Google Account is required to complete your order; if you do not already have a Google Account, you will be prompted to create one at no charge
Where can I go to activate a new home internet plan?
Visit your closest Retail Location, call or chat to take advantage of this promotion!
How does this work?
Once you redeem for your Nest Wifi promotion at https://promotions.
*At least 2 routers are required to expand your
Can I combine this Nest Wifi promo with other promotions?
This promotion is exclusive to our Home Internet customers and can be combined with other available
What if my redemption didn’t work? Who do I contact?
If your promo submission fails, please re-start the submission. If you have not received your Nest Wifi order, please contact the Google Store.