Having a problem with your T-Mobile Home Internet? Not everyone likes to troubleshoot over the phone, so we’ve put together some easy steps for you to start with on your own! If you're just getting started, check out our Quick Start guide and our T-Mobile LTE Wi-Fi Gateway simulators for common steps.

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Before following the steps below, ensure the following:

You've restarted your unit.

Your device is in an optimal place in your home.

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

 

Restart your device

Any device that uses power and data should periodically be restarted. 

  1. Locate the power switch on the back of the device and switch it to OFF. Use the images in the Quick Start guide or T-Mobile LTE Wi-Fi Gateway simulators if necessary.
  2. Wait for all the lights to turn off. 
  3. Move the power switch to ON

 

Optimal device placement

Your new T-Mobile Home Internet LTE Wi-Fi Gateway uses the same signal to connect to the internet as T-Mobile phones and tablets. It’s important to optimize that LTE signal, especially when trying to correct a problem. Important: Your T-Mobile Home Internet LTE Wi-Fi Gateway is only able to connect from your approved service address specified during sign-up. 

  1. Download and install the T-Mobile Home Internet App.
  2. Connect to the T-Mobile Home Internet LTE Wi-Fi Gateway to fine tune placement. Pro Tip: Placing the T-Mobile Home Internet LTE Wi-Fi Gateway as high as possible will allow your Wi-Fi signal to reach as many areas of the home as possible.
  3. Check your signal strength indicator on the Home tab in the app to place the device where you have the best balance between signal strength and distance to your most used Wi-Fi connected devices. 
    1. Signal strength ranges from Excellent to Poor - Excellent is best!
    2. If your T-Mobile LTE Wi-Fi Gateway is too far from your in-home devices to connect and still receive excellent signal, find a more central location to your devices that still maintains the best signal possible. Exterior rooms and near windows might be best, although avoid any location exposed to direct sunlight.
    3. Try different locations in your home. Each time you try a new location, in the app, click Refresh
    4. Place your device in a location that gets the best signal, is near enough to a power source, and is still in Wi-Fi range of our W-Fi enabled devices.

Helpful tips

  • Keep the Wi-Fi gateway away from metal obstructions and away from direct sunlight.
  • Turn off your old internet providers’ equipment so it doesn't interfere with the T-Mobile Home Internet LTE Wi-Fi Gateway.
  • Keep the T-Mobile Home Internet LTE Wi-Fi Gateway away from the following items to prevent signal interference or loss: 
    • 802.11g or 20MHz only Wi-Fi devices
    • 2.4GHz computer peripherals
    • Bluetooth devices or cordless phones
    • Transformers or heavy-duty motors
    • Fluorescent lights
    • Microwave ovens & refrigerators
    • Industrial equipment

 

Connect your in-home devices

Connect each device in the home one at a time, testing each device as you go to ensure successful internet access. 

  • We suggest using an Ethernet cable for devices that consume large amounts of data, like streaming video/TV or online gaming. 
    • Connect via 5 GHz BAND/SSID for the best quality if your device does not have an ethernet port. 
    • When located far from the Home Internet LTE Wi-Fi Gateway, use 2.5 GHz BAND/SSID as it reaches further but isn't as fast. 
  • Devices that require very little or intermittent data (i.e. smart bulbs and plugs) can be connected to 2.4 GHz.
  • Each Wi-Fi SSID band (5 and 2.4 GHz) can support up to 10 devices at max, each but we recommend 8 to avoid connection drops.
  • Most devices have a Wi-Fi strength indicator, use that to see if the device is receiving adequate signal from the Home Internet. Steps to check this may vary, check your user guide or contact the manufacturer for more help. 

 

Internet issues

 
Can’t see or connect to Wi-Fi network (SSID)
 
  1. Press the LTE button and make sure it shows a green LTE indicator. If not, see the Optimal device placement section above.
  2. Turn off any firewalls or antivirus software. Be sure to turn these back on after you complete your activity to secure your network.
  3. Try a different computer or device. If it's only on one device, there may be an issue with the device settings.
  4. Move within a few feet (within 5 feet with clear line of sight) to the LTE Wi-Fi Gateway and test on both the 2.4 GHz and 5 GHz Wi-Fi networks.
  5. Use the power switch to turn off your LTE Wi-Fi Gateway for 60 seconds, then turn it back on.
  6. Restart any devices connected to the LTE Wi-Fi Gateway.
  7. If possible, connect using the Ethernet connection and see if the Wi-Fi network is hidden.
 
No internet
 

Use these steps if you’re connected but websites and all apps aren’t loading.

  1. Make sure you haven't moved the LTE Wi-Fi Gateway. It will only work at the address where you signed up service.
  2. Press the LTE button and make sure it shows a green LTE indicator. If not, see the Optimal device placement section above.
  3. Test multiple websites and apps. If you're having issues with just one website or app, check the Specific page or app doesn't work section below.
  4. If you're only having problems with the browser, delete the cache, cookies, and history.
  5. Turn off any VPN settings or apps, as well as any firewalls.
  6. Test on a different computer or device connected to the LTE Wi-Fi Gateway. If it's only on one device, there may be an issue with the device settings.
  7. Move within a few feet of the LTE Wi-Fi Gateway and test on both the 2.4 GHz and 5 GHz Wi-Fi networks.
  8. If possible, test using the Ethernet connection instead of Wi-Fi, to rule out any Wi-Fi issues.
  9. Use the power switch to turn off your LTE Wi-Fi Gateway for 60 seconds, then turn it back on.
  10. Restart any devices connected to the LTE Wi-Fi Gateway.
  11. Check if your T-Mobile phone can access the internet. If not, they're may be a network issue going on.
 
Slow internet
 

Find out what to do if your internet seems like it's slow.

  1. Press the LTE button and make sure it shows a green LTE indicator. If not, see the Optimal device placement section aboveIf you're only having problems with the browser, delete the cache, cookies, and history.
  2. Turn off any VPN settings or apps, as well as any firewalls.
  3. Test on a different computer or device connected to the LTE Wi-Fi Gateway. If it's only on one device, there may be an issue with the device or the device settings.
  4. Move within a few feet of the LTE Wi-Fi Gateway and test on both the 2.4 GHz and 5 GHz Wi-Fi networks.
  5. If possible, test using the Ethernet connection instead of Wi-Fi, to rule out any Wi-Fi issues.
  6. Use the power switch to turn off your LTE Wi-Fi Gateway for 60 seconds, then turn it back on.
  7. Restart any devices connected to the LTE Wi-Fi Gateway. 
  8. Perform a speed test using the Speedtest.net app or website. Speeds can vary depending on network conditions, but you should get around 50 Mbps.
 
Specific page or app doesn’t work
 

Learn how to troubleshoot specific web pages or applications.

  1. Make sure you haven't moved the LTE Wi-Fi Gateway. It will only work at the location where you signed up service.
  2. If you're only having problems with the browser, delete the cache, cookies, and history.
  3. Turn off any VPN settings or apps, as well as any firewalls.
  4. Test on a different computer or device connected to the LTE Wi-Fi Gateway. If it's only on one device, there may be an issue with the device settings.
  5. Move within a few feet of the LTE Wi-Fi Gateway and test on both the 2.4 GHz and 5 GHz Wi-Fi networks.
  6. Perform a speed test using the Speedtest.net app or website. Speeds can vary depending on network conditions, but you should get around 50 Mbps.
 
Streaming videos or TV
 

This issue may stem from improper setup or multiple devices competing for resources simultaneously.

  1. Try connecting streaming platforms via Ethernet if possible. For an example of how this is done on a common computer, see Configuration steps for Connect Computer via LAN.
  2. If your platform does not support Ethernet/LAN connections, connect the device to the 5 GHz band. For an example of how this is done on a common computer, see T-Mobile LTE Wi-Fi Gateway TM-RTL0102 Configuration
  3. Disconnect non-essential devices from the T-Mobile Home Internet LTE Wi-Fi Gateway during critical usage times if needed.
  4. Use parental controls to prioritize internet bandwidth usage to specific devices during critical or high traffic times of day. Reduce video quality resolution on streaming devices (Not available on all providers. Contact your service provider for instructions).
  5. Reduce video quality resolution on streaming devices. Contact your service provider for instructions (Not available on all providers).

Helpful tips

  1. Watch recorded programs on your TV provider's DVR when devices are in use that need priority data traffic, such as work video conferences.
  2. Record programs at night when other devices are no longer in use for playback later. 
  3. Disconnect non-essential devices from the T-Mobile Home Internet LTE Wi-Fi Gateway during critical usage times if needed.
  4. Use parental controls to prioritize internet bandwidth usage to specific devices during critical or high traffic times of day. 
 
Devices losing connectivity / dropping Wi-Fi
 

Remember, only 10 devices can be connected to each Wi-Fi band (5/2.4 GHz) at once, for a total of 20 total devices.

Turn mobile connected devices Wi-Fi off so that other devices can remain connected.

  • We recommend connecting up to 8 devices to avoid connection drops.
  • Some Wi-Fi connected devices in the home may require the mobile device with the installed manager app to be connected to the same Wi-Fi network as the device.
  • The T-Mobile Home Internet app requires connection to the Wi-Fi network to manage your T-Mobile Home Internet LTE Wi-Fi Gateway.

 

Wi-Fi password issues

  1. Try to connect a different computer or device to the LTE Wi-Fi Gateway. If it's only on one device, there may be an issue with the device settings.
  2. Move within a few feet of the LTE Wi-Fi Gateway and test on both the 2.4 GHz and 5 GHz Wi-Fi networks.
  3. Make sure Caps Lock isn't on.
  4. Login to the T-Mobile Home Internet app or Web User Interface and update the password. 
  5. Reattach all your devices that are currently attached when doing this.

 

Can't access Web Use Interface

If you’re unable to access the Web User Interface, use these steps.

  1. Turn off any VPNs, firewalls, or antivirus software.
  2. Try a different computer or device. If it's only on one device, there may be an issue with the device settings.
  3. Move within a few feet of the LTE Wi-Fi Gateway and test on both the 2.4 GHz and 5 GHz Wi-Fi networks.
  4. If possible, test using the Ethernet connection instead of Wi-Fi, to rule out any Wi-Fi issues.
  5. If you have forgotten your password, you will need to reset your LTE Wi-Fi Gateway. Doing this will require that you set back up your setting and reconnect every device currently connected via Wi-Fi.

 

Power issues

  1. Remove all packaging and protection.
  2. Check battery installation. If needed, remove the back cover, inspect the battery for damage and proper connection.
  3. Close and secure the back cover.
  4. Check that the power supply is connected properly.
  5. Test device power from a known working outlet.
  6. Ensure power switch is set to ON.

 

Red LED

 
Battery
 
  • It is normal for the battery LED to be solid red when first powered on, which indicates the battery is charging.
  • Initial charging can take longer than re-charging.
  • Once fully charged, the LED is solid green
 
Wi-Fi
 

It's most likely that the Wi-Fi antennae is turned off in the Wi-Fi settings or if too many devices are connected. 20 device limit - 10 on 5 GHz and another 10 on 2.4 GHz.

  1. Access the Customer Web User Interface Wi-Fi settings using a browser, from an ethernet connected device
  2. Use the T-Mobile LTE Wi-Fi Gateway TM-RTL0102 User interface overviews simulator for steps to turn on both 5 GHz and 2.4 GHz bands.
 
LTE
 

This typically only happens if the T-Mobile Home Internet LTE Wi-Fi Gateway is unable to connect to the T-Mobile LTE Network.

Follow the Quick Start guideand our tips above to ensure your Home Internet device placement is optimized for your home.

 

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