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[](https://www.t-mobile.com/home-internet) Log in [](https://www.t-mobile.com/home-internet) Search Search Submit search query Close out of search RECENT SEARCH0 recent searches POPULAR0 popular search suggestions Categoriesundefined categories Suggestions0 search suggestions TOP SUGGESTIONS - [](https://www.t-mobile.com) undefined top suggestions - [Plans](https://www.t-mobile.com/home-internet/plans) Plans - [Home Internet plans](https://www.t-mobile.com/home-internet/plans) - [Home Internet ALL-IN plan](https://www.t-mobile.com/home-internet/plans/all-in-unlimited-internet-plan) - [55+ Phone & Internet Bundle](https://www.t-mobile.com/home-internet/deals/phone-internet-bundles-for-seniors) - [Home Internet AWAY plan](https://www.t-mobile.com/home-internet/plans/rv-camper-internet-plans) - [Home Internet Backup plan](https://www.t-mobile.com/home-internet/plans/5g-backup-internet-options) - [Business Internet plan](https://www.t-mobile.com/business/solutions/business-internet-services/small-business-internet) - [Prepaid Internet plan](https://www.metrobyt-mobile.com/home-internet-plans.html?INTNAV=tNav%3APlans%3APrepaidInternetPlan) - [Fiber Internet](https://www.t-mobile.com/home-internet/fiber) - [Internet Speed & Technology](https://www.t-mobile.com/home-internet/how-5g-home-internet-works) Internet Speed & Technology - [Internet Speed & Technology](https://www.t-mobile.com/home-internet/how-5g-home-internet-works) - [Internet deals](https://www.t-mobile.com/home-internet/deals) Internet deals - [Internet deals](https://www.t-mobile.com/home-internet/deals) - [Phone & internet bundles](https://www.t-mobile.com/cell-phone-plans/phone-home-internet-bundle) - [Same Day Delivery](https://www.t-mobile.com/home-internet/doordash-same-day-internet) - [Moving](https://www.t-mobile.com/home-internet/transfer-internet-service) - [Support](https://www.t-mobile.com/support/home-internet) Support - [Getting started](https://www.t-mobile.com/support/home-internet) - [WiFi Gateway device](https://www.t-mobile.com/support/home-internet/t-mobile-gateway) - [Internet app](https://www.t-mobile.com/support/home-internet/app) - [Test Drive Worry-Free Trial](https://www.t-mobile.com/support/home-internet/15-day-test-drive) - [Home Internet FAQ](https://www.t-mobile.com/home-internet/faq) - [Internet Troubleshooting](https://www.t-mobile.com/support/home-internet/customer-support) [Contact](https://www.t-mobile.com/support/home-internet/contact-us) Contact - [Sales: 1-844-839-5057](tel:1-844-839-5057) - [Support: 1-844-275-9310](tel:1-844-275-9311) - [Check order status](https://www.t-mobile.com/orders/order-status) - Screen share with an Expert Search Search Submit search query Close out of search RECENT SEARCH0 recent searches POPULAR0 popular search suggestions Categoriesundefined categories Suggestions0 search suggestions TOP SUGGESTIONS - [](https://www.t-mobile.com) undefined top suggestions [Check availability](https://www.t-mobile.com/home-internet/eligibility) My account [Log in](https://www.t-mobile.com/signin?state=https%3A%2F%2Fwww.t-mobile.com%2Fhome-internet%2Fplans) [Back to my account](https://www.t-mobile.com/account/dashboard) For Home Internet customers only - [Sign up for T-Mobile ID](https://www.t-mobile.com/home-internet-signup) - [Wireless](https://www.t-mobile.com/) - [Business](https://www.t-mobile.com/business) - [Prepaid](https://prepaid.t-mobile.com/home) - [Internet](https://www.t-mobile.com/home-internet) [](https://www.t-mobile.com) # 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](https://www.t-mobile.com#first) - [App Help](https://www.t-mobile.com#app) - [Gateway Help](https://www.t-mobile.com#gateway) - [Network Help](https://www.t-mobile.com#network) - [Still Have Questions?](https://www.t-mobile.com#questions) ## 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 >](https://www.t-mobile.com/support/home-internet/t-mobile-gateway) 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 Wi-Fi extender. [Learn more about T-Mobile mesh Wi-Fi extender>](https://www.t-mobile.com/support/home-internet/home-internet-plus) 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 >](https://www.t-mobile.com/support/home-internet/connect) ## Before Troubleshooting ## App Help - ### T-Life app issues For help with any step in the app, check out [T-Life app](https://www.t-mobile.com/support/home-internet/app "Learn more about the T-Mobile Internet 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](https://www.t-mobile.com/support/home-internet/connect "Connecting 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](https://www.t-mobile.com/support/home-internet/contact-us "Contact T-Mobile Internet support"). - ### TV / Video Steaming Issues For questions about Live TV services, see [Third-party service compatibility](https://www.t-mobile.com/support/home-internet/connect#third-party-service). 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. - ### Specific page/ app issues 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](https://www.t-mobile.com/support/home-internet/contact-us "Contact T-Mobile Internet support"). ## Gateway Help - ### Gateway won't turn on 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](https://www.t-mobile.com/support/home-internet/contact-us "Contact T-Mobile Internet support"). - ### Can't see Wi-Fi network / SSID 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](https://www.t-mobile.com/support/home-internet/contact-us "Contact T-Mobile Internet support"). - ### Replacement gateway setup 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 G5AR & G4SE: Insert/remove SIM >](https://www.t-mobile.com/support/tutorials/device/t-mobile/5g-gateway-g5ar/topic/getting-to-know-your-device/how-to-insert-remove-sim-card) - [5G Gateway G4AR & G4SE: Insert/remove SIM >](https://www.t-mobile.com/support/tutorials/device/t-mobile/5g-gateway-g4ar-amp-g4se/topic/getting-to-know-your-device/how-to-insert-remove-sim-card "Insert SIM card in gateway tutorial") - [Arcadyan KVD21: Insert/remove SIM >](https://www.t-mobile.com/support/tutorials/device/t-mobile/arcadyan-kvd21-gateway/topic/getting-to-know-your-device/how-to-insert-remove-sim-card/1 "Insert SIM card in gateway tutorial") - [Nokia 5G21: Insert/remove SIM >](https://www.t-mobile.com/support/tutorials/device/t-mobile/nokia-5g21-gateway "Insert SIM card in gateway tutorial") - [Sagemcom: Insert/remove SIM >](https://www.t-mobile.com/support/tutorials/device/sagemcom/home-internet-gateway/topic/getting-to-know-your-device/how-to-insert-remove-sim-card/1 "Insert SIM card in gateway tutorial") ## Network Help - ### Can't connect to Wi-Fi 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](https://www.t-mobile.com/support/home-internet/contact-us "Contact T-Mobile Internet support"). - ### Losing / Dropping Wi-Fi signal 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](https://www.t-mobile.com/support/home-internet/contact-us "Contact T-Mobile Internet support"). - ### Slow internet 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](https://www.t-mobile.com/support/home-internet/contact-us "Contact T-Mobile Internet support"). ## 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](https://community.t-mobile.com/tv-home-internet-7) [View our FAQs](https://www.t-mobile.com/home-internet/faq) ## Still have questions? ## Looking for something else? 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