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.
- Turn off any firewalls or antivirus software. If necessary, turn these back on after you complete your data session to secure your network.
- Make sure you're not exceeding the maximum recommended devices on the Nokia 5G21 Gateway, T-Mobile LTE Wi-Fi Gateway, or Arcadyan KVD21.
- Delete any saved Wi-Fi network name & password settings, then try to add the Wi-Fi network again.
- Try a different computer or device. If it's only on one device, there may be an issue with the device itself.
- If possible, make sure the device works on a different Wi-Fi network.
- Move the device to within 15 feet of the gateway to ensure there is no interference.
- Turn off your gateway and any connected devices for at least 60 seconds.
- Turn the gateway on and wait for it to finish booting before powering up other devices.
- If possible, connect using the Ethernet connection and see if the Wi-Fi network is hidden.
- 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.
- Delete any saved Wi-Fi network name & password settings.
- 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.
- Move the device to within 15 feet of the gateway to ensure there is no interference.
- Make sure Caps Lock isn't on.
- Try connecting using the default Wi-Fi network name and password on the back label.
- Use T-Mobile Internet app to confirm you have the right password or change it to a new one.
- If you still need help, give us a call at 1-844-275-9310.
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