Forum Discussion
T-mobile -- White mesh -- can't get it to pair -- have tried everything!
No matter what I try I cannot get the white mesh disks to pair.
I have spent hours on the phone with support...I have reset factory reset my gateway, the mesh several times...and all it does is blink white. They have sent me knew ones… same result. I don't know what else to do that this point. Does anyone know how to fix?
¡Gracias!
Troubleshooting suggestions - start upstream and work your way down.
Does the gateway work by itself? (Can any of your devices connect to it?)
If it doesn’t, that’s the problem.
If it does, have you tried pairing the mesh units very close to the gateway? After they pair, move them. If they still won't pair, you could try something different, such as connecting your old Wi-Fi router to the gateway with an Ethernet cable. See how far that signal reaches, and if necessary, add extenders to make your own "mesh" network.
So I was having all the issues above. I was connected to the internet and all my devices were connecting to the wifi but the mesh never did. It was white blinking never green. No matrer what i did. Resetting, restarting the modem, the mesh my phone nothing the mesh NEVER worked with or without the ethernet. I also spent HRS! In store and customer service. Swapped the mesh like 3 times they were ALL the same.
So finally someone in tmobile tech figured it out! :)
He pushed a firmware update on the modem and finally the mesh turned green and i was able to connect it to the modem via ethernet. Once that happened i unplugged it and moved the mesh upstairs. And tried to connect again. This time it didn't connect to my app but was green?
So I restarted the modem and app and FINALLY it connected! So hopefully this will work for everyone out there having issues. ¡Buena suerte!
This is accurate. Contact customer care and ask to speak to someone on the tech team. Ask them to check your gateway to see if it requires the firmware update, you will need to provide the IMEI on the back of the gateway. The update takes about 5-10 minutes. As soon as that is complete pairing is quick. My opinion T-mobile should be doing this before sending these units out. It should not fall on the customer to figure out that their tech needs updating.
This is my mesh devices behavior and the issue, so how can I get support to send firmware update? Don't have hours to spend on phone with support. Who does?
Setting this up has been a nightmare. It's taken 5 calls to get everything taken care of.
So, getting the firmware update is what it took. My tech guy had a huge problem. His software showed my firmware had been updated at 7:50 am but it also showed there was a firmware update available. Therefore it wouldn't let him push through the update. We had to reset the modem/router (not sure which one to call it) and it got the correct firmware update. Then in about 15 minutes my white Mesh light turned to solid green.
Most of the tech support was great and a couple were just awful. One in particular wanted to send me another Mesh. I just knew that wasn't the problem and I'd just have to deal with returning one of them and still have the same problem. If that had happed it would all have been returned.
I decided to try and find a solution myself. JD1 had the solution I needed. Thanks to the community!
Was having all the issues above and finally got the tech I spoke with to push a firmware update - thanks to the info here in the community. Everything was great. Moved the mesh to the location it needed to be in and was connected for 3 days. Suddenly it won't connect again. Do I need to ask for another firmware update?
Went ahead and called. Tech says his diagnostic shows I have the lastest firmware update. Says I need a new mesh. This was a new mesh. So frustrated at this point and not sure I want to continue with the service if this continues to be an issue. Trying to trade really bad ISP and don't want to go to one that I have to call tech support every other day.
Troubleshooting suggestions - start upstream and work your way down.
Does the gateway work by itself? (Can any of your devices connect to it?)
If it doesn’t, that’s the problem.
If it does, have you tried pairing the mesh units very close to the gateway? After they pair, move them. If they still won't pair, you could try something different, such as connecting your old Wi-Fi router to the gateway with an Ethernet cable. See how far that signal reaches, and if necessary, add extenders to make your own "mesh" network.
Finally got the mesh access point to turn solid green. Then moved it.it doesn't show up on the app as devices or on devices when searching for wifi access.
App says error cannot connect. App doesn't ask or let me add device set up Access point.
IDK what else to do
MESH access point doesn't show in my life app, but I can now see it on my phone after scanning for Networks. But I cannot connect to it?
Anybody have that happen. How do I fix it?
I called the help line and got it up and running. it took a few hours for the mesh access point to show up but it eventually showed up. i also restarted my phone during that period
