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Troubleshooting T-Mobile Internet Issues

We're here to help! Check out the steps below to troubleshoot issues that may impact your T-Mobile Internet experience.

Before Troubleshooting

First, check that:

  1. Your gateway has signal

    If you don't have signal or if your signal is low, use the T-Life app to help find the best placement for your gateway. 

    Learn more about gateway placement and setup >

     

  2. Your connected device has Wi-Fi signal

    Wi-Fi signal, which ranges depending on interference and obstructions, travels approximately 30 feet. If possible, set up your gateway in a central location. If you're having trouble getting signal throughout your home, you may benefit from a Mesh Access Point.

    Learn more about T-Mobile Wi-Fi Mesh Access Point >

     

  3. The issue isn't app or device-specific

    If you're having trouble with a specific app, browser, or device, it may be related to your settings or an issue with the app or browser itself. 

    Learn more about connecting third-party equipment/services >

App Help

  • For help with any step in the app, check out T-Life app.

     

    1. Check for app updates in the Google Play store or Apple App store.

    2. Make sure the gateway is securely plugged in and powered on.

    3. Check that your device is connected to the gateway's Wi-Fi network. If you need help connecting, check out Connect your Devices to T-Mobile Internet. 

    4. Turn off your gateway for a few seconds, then turn it back on. 

    5. Restart the device that's using the app.

    6. Uninstall the T-Life app, then reinstall it.

    7. If you still need help, contact us. 

  • For questions about Live TV services, see Third-party service compatibility.

    1. Perform a speed test using the Speedtest.net app or website to confirm that your gateway is getting sufficient network speeds.

    2. Try connecting streaming platforms via Ethernet if possible. 

    3. Move the device to within 15 feet of the gateway to ensure there is no interference.

    4. Disconnect non-essential devices from the gateway during critical usage times if needed.

    5. If you're only having trouble with a specific video or streaming service and other devices and services are working, reach out to that video/streaming provider for additional troubleshooting.

  • 1. Perform a speed test using the Speedtest.net app or website to confirm that your gateway is getting sufficient network speeds.

    2.  If you’re having trouble with a specific app, check the app store to see if any updates are available. 

    2. If you're only having problems with the browser, delete the cache, cookies, and history.

    3. Move the device to within 15 feet of the gateway to ensure there is no interference.

    4. If you still need help, contact us.

Gateway Help

  • 1. Make sure that you're using the power cord that came with the gateway and check that it is securely plugged into the power port on the gateway and the outlet.

    2. Remove any extension cords or surge protectors.

    3. Test the device on a power outlet that you know works with other electronics.

    4. Make sure you've used the power button or switch to turn the device on.

    5. If you still need help, contact us.

  • 1. Make sure you're not exceeding the maximum recommended devices.  

    2. Delete the Wi-Fi network name or password settings, then try to add them again.

    3. Try a different computer or device. 

    4. If possible, check that the device works on a different Wi-Fi network.

    5. Use the T-Life app to set up separate 2.4 and 5GHz networks. Try connecting to each 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, contact us.

  • If you recently replaced your gateway, move your previous SIM card into your new gateway to activate it. Your SIM card is already active, and your service and settings will move to the new device alongside your SIM. 

    Check out our tutorials for help with inserting your SIM into your new gateway.

    5G Gateway G4AR & G4SE: Insert/remove SIM >

    Arcadyan KVD21: Insert/remove SIM >

    Nokia 5G21: Insert/remove SIM >

    Sagemcom: Insert/remove SIM >

Network Help

  • 1. Check that you are using the correct network name (SSID) and password. If you haven't set up your network name/password, use the default network name/password listed on the gateway label.

    2. Make sure you're not exceeding the maximum number of recommended devices.  

    3. Delete the Wi-Fi network name or password settings, then try to add them again.

    4. Try a different computer or device. 

    5. Use the T-Life app to set up separate 2.4 and 5GHz networks. Try connecting to each network.

    6. If possible, check that the device works on a different Wi-Fi network.

    7. Move the device to within 15 feet of the gateway to ensure there is no interference.

    8. Turn off your gateway and any connected devices for at least 60 seconds.

    9. Turn the gateway on and wait for it to finish booting before powering up other devices.

    10. If possible, connect using the Ethernet connection and see if the Wi-Fi network is hidden.

    11. If you still need help, contact us.

  • 1. Check that the power cable is securely plugged into the device and outlet.

    2. Move the device to within 15 feet of the gateway to ensure there is no interference.

    3. Use the T-Life app to set up separate 2.4 and 5GHz networks. Try connecting to each network.

    4. Turn off any VPN settings or apps, as well as any firewalls.

    5. Turn off your gateway for a few seconds, then turn it back on.

    6. Restart any devices connected to the gateway.

    7. Make sure you're not exceeding the maximum number of recommended devices. 

    8. If you still need help, contact us.

  • 1. If you are on an Internet Lite plan, check your data usage and upgrade your plan if you need more data.

    2. Use the T-Life app to check for signal and find the best placement for your gateway.  

    3. If you're only having problems with the browser, delete the cache, cookies, and history.

    4. Move the device to within 15 feet of the gateway to ensure there is no interference.

    5. Turn off your gateway for a few seconds, then turn it back on.

    6. Restart any devices connected to the gateway.

    8. If you still need help, contact us.

Still have questions?

Find out what people are talking about in our TV & Home Internet forum in the T-Mobile Community, or check out our FAQs for the most common questions about T-Mobile Internet.

Go to T-Mobile Community View our FAQs

Looking for something else?

Return to T-Mobile Internet Support

 

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