Forum Discussion
LineLink doesn't work with T-Mobile 5G home internet router
I was going to post my comment here:
https://community.t-mobile.com/tv-home-internet-7/linelink-not-working-with-nokia-router-34401
But comments are closed on that one, so I'm starting a new thread. I'm having exactly the same issue described in the link above. In short, after weeks of calling, each time promised a call back from an expert that never came (waiting on one right now), my LineLink home phone line will not connect. I was told the same thing mentioned in the link above, that the 5G nokia router is not compatible with the LineLink device. However, I've also been told several other things from different T-Mobile reps:
- Billing department says it should work fine… they forward me to tech support.
- LineLink tech support checked my sim card, device status lights, and said it should be working fine… forwarded me to the home internet tech support.
- Home internet tech support first didn't understand the problem. They first said there was a tower upgrade in the area causing problems, which doesn't make sense because I'm getting internet just fine, only LineLink doesn't work. They then put me on hold and said that there is an existing ticket in their system suggesting that the LineLink device is not compatible with their 5G internet router… said they'd call back in 3 business days to let me know the status (that was 9 days ago).
- Now I’ve been told that my sim card needs to be replaced… So now I need to wait for that.
All in all, I've been calling for over a month. Honestly it feels like they are just throwing things around to see what sticks. I have some ideas of my own in case someone from T-mobile actually reads these things.
Hypothesis #1: When I switched from comcast to T-mobile for my ISP, the device is now seen by T-Mobile as coming from a different IP address, which will make it appear that I have moved it to a new location. I suspect that all that needs to happen is that they need to reset it on their end so that it's registered to the new IP.
Hypothesis #2: The T-mobile router is blocking some port that the LineLink needs to operate.
Hypothesis #3: Since according to their own page (https://www.t-mobile.com/support/coverage/t-mobile-linelink) LineLink is no longer sold by T-mobile, they have simply stopped caring about supporting it.
Could be any combination of those.
Update: As a test I was able to connect the LineLink to my computer and share my internet connection to it that way, and connect the computer to my phone's wifi hotspot, and that DID work. So that rules out any problem with the SIM card. But it still doesn't work when connected to my T-mobile home internet router, which is what I really need.
That said, I spoke to another T-mobile support person, and got a little more definitive information. They said that there is a known incompatibility between the LineLink and the 5G home internet router devices. Further, that this was not going to be fixed any time soon, and they recommended that I port my LineLink number to another provider.
I still think it's got to be something simple like needing to open up a port on the router or something, but from the sound of it, this won't be looked into for a while. Perhaps weeks, he said. Therefore I'm going to switch back to Vonage (which is what I was on before).
I also just want to state, for the record, that the T-mobile support folks have been excellent and very helpful. I believe the problem that I had being bounced around between departments is a systematic problem between their 3rd party support company and their main support, specifically with documentation and training perhaps, and just being overloaded and not being able to handle the capacity. But the people themselves are great, both with the main support folks and the 3rd party support company. They are doing the best they can.
