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Get help if you can't connect to your Gateway's Wi-Fi network.

 

Can't see or connect to Wi-Fi Network (SSID)

Tip: For additional help with these steps, visit Devices, then select your device and navigate to the specific procedure.

  1. Turn off any firewalls or antivirus software. If necessary, turn these back on after you complete your data session to secure your network.
  2. Make sure you're not exceeding the maximum recommended devices on the High Speed Internet Gateway or T-Mobile LTE Wi-Fi Gateway
  3. Delete any saved Wi-Fi network name & password settings, then try to add the Wi-Fi network again.
  4. Try a different computer or device. If it's only on one device, there may be an issue with the device itself.
  5. If possible, make sure the device works on a different Wi-Fi network.
  6. Move the device to within 15 feet of the gateway to ensure there is no interference.
  7. Turn off your gateway and any connected devices for at least 60 seconds.
  8. Turn the gateway on and wait for it to finish booting before powering up other devices.
  9. If possible, connect using the Ethernet connection and see if the Wi-Fi network is hidden.
  10. If you still need help, give us a call at 1-844-275-9310

 

Wi-Fi Password incorrect

Tip: For additional help with these steps, visit Devices, then select your device and navigate to the specific procedure.

  1. Delete any saved Wi-Fi network name & password settings.
  2. Try to connect a different computer or device to the Gateway. If it's only on one device, there may be an issue with the device settings.
  3. Move the device to within 15 feet of the gateway to ensure there is no interference.
  4. Make sure Caps Lock isn't on.
  5. Try connecting using the default Wi-Fi network name and password on the back label.
  6. Use T-Mobile Internet app to confirm you have the right password or change it to a new one.
  7. If you still need help, give us a call at 1-844-275-9310

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