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Frequently Asked Questions

Answers to popular questions about T-Mobile home internet speed, costs, setting up and ways to get help. If you need more info, here are ways to reach us.

Sales 1-844-839-5057
Support 1-844-275-9310
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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 T-Mobile Home Internet Service to more and more people, but don't have specific dates by location currently. If you are on our waiting list, we will let you know as soon as the service is available to you!

Can I connect multiple devices to T-Mobile Home Internet at once?

Yes! You'll be able to use your T-Mobile Home Internet to connect your computer, phone, and numerous other devices in your home simultaneously.

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 existing T-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?

T-Mobile Home Internet is available only in limited areas. Please head to the www.t-mobile.com/isp to see if T-Mobile Home Internet is available at your address. Availability is limited-so don't delay.

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! T-Mobile has the Internet access solutions that you need to keep your business and your employees connected and productive. Click here to learn more about business-grade internet connectivity for your remote workers and your business.

I'm on the waiting list for T-Mobile Home Internet. What does it mean?

We're working to expand T-Mobile Home Internet service to more and more people over time-we appreciate your patience! As soon as we're ready for you, we'll let you know!

Where can I find information on your T-Mobile Fiber pilot program?

T-Mobile has launched a pilot program to deliver home internet service over fiber-optic lines to select residential buildings in Manhattan, using a local fiber provider's fiber-optic network. If you live in Manhattan and want more info on this pilot program, visit t-mobilefiber.com.

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 accessing Wi-Fi. (Wi-Fi 6 performance and advantages are based upon using Wi-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 T-Mobile 5G Gateway will be specific to your eligible address, so you can't move it from one location to another. This helps us assure the place-of-use meets our network standards to provide you with a high quality of service.

What is Wi-Fi 6 technology?

The T-Mobile 5G Gateway has the latest Wi-Fi 6 technology. Instead of boosting the speed for individual devices connected, Wi-Fi 6 is all about improving the network when a bunch of devices are connected.

Can I connect the Gateway to the router I already have setup at home?

Yes. T-Mobile's 5G Gateway is compatible with most modern Wi-Fi routers.

  • The 5G Gateway has modern Wi-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 T-Mobile Home Internet app allows customers to choose a name (and password) for the Wi-Fi network it broadcasts. This means customers could disconnect their current Wi-Fi router, then set the 5G Gateway's network name (and password) to match what they were previously using. This allows Wi-Fi devices in-home to seamlessly switch to the new Wi-Fi network, without having to re-input the name and password.

Does it provide a "landline" phone connection?

No. T-Mobile's 5G Gateway does not support a traditional voice connection and does not provide customers a "landline".

How far does the signal go from my house?

The Wi-Fi signal from your 4G LTE Wi-Fi Gateway or 5G Gateway will travel about the same distance as any other Wi-Fi signal, which ranges depending on interference and obstructions, but we estimate it will be approximately 30 feet, give or take. Your 4G LTE Wi-Fi Gateway or High-Speed Internet Gateway is designed for use in your house and should be permanently placed in the best possible location to pick up the 4G LTE or 5G signal depending on signal availability at your eligible address.

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 Wi-Fi for various uses. For example, if you have guests coming to visit you can name a network "Guests" for them to connect to.

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 5G Gateways offer the same key features and experience including Wi-Fi, multiple home network (SSID), and a connection to the massive capacity of T-Mobile's 4G LTE and 5G networks.

Is it compatible with "mesh" Wi-Fi Extenders?

Yes. T-Mobile's 5G Gateway is compatible with most modern mesh extenders.

Does it support File Transfer Protocol (FTP)?

Yes. T-Mobile Home Internet supports common FTP access and usage protocols.

3rd Party Equipment & Services

Can I connect a third-party router?

Third party routers can be connected to a T-Mobile Gateway using the ethernet port. You will see a Wi-Fi network broadcast by both the gateway and the third-party router.

Are Voice Over IP (VOIP) services compatible with Home Internet?

Third Party VOIP services and devices that support IPv6 are compatible with T-Mobile Home Internet.

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.t-mobile.com/support/coverage/t-mobile-linelink

Can I open ports or enable port forwarding?

T-Mobile gateways do not have the ability to enable and disable NAT/port forwarding.

  • Refer to the manufacturer or developer if NAT or port forwarding is needed.

Does the Gateway have a WPS button?

T-Mobile gateways do not 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?

No, T-Mobile Home Internet Service does not have a firewall installed.

 

Can I assign my own DNS server on the HINT service?

Yes, customers can manually configure DNS server addresses on their connected devices. The DNS server configuration on the gateway itself is fixed.

 

Can I connect a mesh network system or Wi-Fi extender?

Wi-Fi Extenders and Mesh Products that support Wi-Fi 6 are fully compatible with our 5G Gateways.

 

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 T-MobileGateway.

  • 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 Wi-Fi networks.

  • Refer to the manufacturer or developer for additional support.

Will my service include anti-virus software?

No, T-Mobile Home Internet Service only provides internet connectivity.

 

Can I change the NAT type?

T-Mobile gateways do not have the ability to change NAT type.

  • Refer to the manufacturer or developer if you receive an error about NAT.

Can I get a Static IP address?

T-Mobile does not have the ability to change IP from dynamic to static.

 

 

You can use the T-Mobile Internet app to set up separate 2.4 and 5GHz networks.

 

The 5G Gateway is preconfigured with a single Wi-Fi network, which functions on both 2.4 Ghz and 5 Ghz frequencies and supports intelligent band steering.

Can I enable bridge mode on the gateway?

T-Mobile gateways do not have the ability to enable and disable bridge mode.
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 T-Mobile prior to moving to confirm that their new address is eligible for service. If T-Mobile Home Internet is available at the new address, you can use it as soon as you move in. If a customer moves without notifying T-Mobile, they may not be eligible for service. Please call 1-844-275-9310 to set up a change of address.

If I move, can I take my WiFi Gateway with me?

Yes, customers are required to call T-Mobile prior to moving to confirm that their Wifi Gateway will work at their new address. If T-Mobile Home Internet service is available at the new address, you can use it as soon as you move in. If a customer moves without notifying T-Mobile, they may not be eligible for service. Please call 1-844-275-9310 to set up a change of address.

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 T-Mobile prior to moving to confirm that their new address is eligible for service. If T-Mobile Home Internet is available at the new house address. If a customer moves without notifying T-Mobile, they may not be eligible for service. Please call 1-844-275-9310 to set up a change of address.

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 T-Mobile Home Internet customers can sign up for monthly VoIP service from Ooma and receive a free Ooma Telo Air Wireless VoIP phone adapter.

How do I redeem my promotion?

Starting December 15, 2021, visit https://promotions.t-mobile.com/ooma

  • 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 with T-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
  • 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

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.t-mobile.com/ooma, you will follow the link to Ooma.com. At Ooma, you will automatically have the Ooma Telo Air added to your cart. You will need to enter all of your personal details and payment information. Once your order is placed, you will receive a shipping confirmation and billing begins once you receive and activate your Ooma Telo Air device. Your Ooma Telo Air device will include a set-up guide to assist in your device set-up process on Ooma’s Premier plan for a cost of $9.99 per month (plus taxes & fees). If you cancel Ooma Premier service before 18 months (or fail to activate), return device to Ooma within 60 days or pay $129.99.

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 T-Mobile Home Internet customer, you are eligible to redeem for a free Ooma Telo Air when you sign up for Ooma Premier service for 18 months. If you currently live in an area that we do not offer T-Mobile Home Internet, you will be eligible for this promotion once your area is able to activate T-Mobile Home Internet.

When will I receive my code to redeem?

You code will be displayed once you complete a qualified submission at https://promotions.t-mobile.com/ooma. Copy your code and follow the link to Ooma to setup service with them.

Can T-Mobile for Business customers get the Ooma promotion?

No, T-Mobile For Business customers are not eligible for this promotion.

Do I need to buy any equipment for T-Mobile Home Internet?

Our 5G Gateway is included at no additional cost. We’ll even ship it to you for FREE. Supplies are limited, so check your availability today.

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 T-Mobile Home Internet customers can purchase up to three Google Nest Wifi routers for only $54 each (MSRP $169)

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 Wi-Fi signal travels. Larger homes or homes with thicker walls or long, narrow layouts may need extra Nest Wifi devices for full coverage.

How does Nest Wifi work?

One Nest router plugs into your T-Mobile Internet Gateway to create your Wi-Fi network. The other Nest Wifi router connects to your wireless network and expands the range of your Wi-Fi network. For more coverage, add additional Nest Wifi routers or points to your system. Nest Wifi routers are strong enough to handle up to 100 connected devices, and fast enough to stream multiple 4K videos at a time.2

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 Wi-Fi coverage area described at g.co/nestwifi/coverage.

Who is eligible for the Nest Wifi promotion?

If you are a T-Mobile Home Internet customer, you are eligible for this promotion. If you currently live in an area that does not offer T-Mobile Home Internet, you will be eligible for this promotion once your area is able to activate T-Mobile Home Internet and you have signed up for service.

When will I receive my code to redeem?

You code will be displayed once you complete a qualified submission at https://promotions.t-mobile.com/google. Click “Redeem” to follow the link to the Google Store to complete your purchase.

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 5G Gateway is included at no additional cost. We’ll even ship it to you for FREE. Supplies are limited, so check your availability today.

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.t-mobile.com/google

  • 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 with T-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
  • 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.t-mobile.com/google, you will follow the link on the “Thank You” page to the Google Store. There, you will have the option of choosing a 1 pack ($54+tax), 2 pack ($108+tax) or 3 pack ($162+tax) of Nest Wifi routers. Add your selection to your cart. You will need to sign into (or create) a Google Account and enter all of your personal details and payment information. Once your order is placed, you will receive a shipping confirmation from Google. Free shipping is included with the promotion.

*At least 2 routers are required to expand your Wi-Fi coverage; one to plug into the T-Mobile Internet Gateway and the other to place elsewhere in your home. Only select the 1-pack option if you already own a Google Wifi or Nest Wifi router and need to add more coverage in your home*

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 T-Mobile Home Internet promotions. Talk to one of our experts to see what deals may be available for you! This offer is not combinable with other Google Store offers.

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.

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