T-mobile -- White mesh -- can't get it to pair -- have tried everything!

Herptiles wrote:

How do i know if i need a firmware update for a gateway or mesh? Gracias

You need to call their customer service. They'll walk you through finding your firmware number and they'll have the current number.

I had to call customer service a few times the day I set things up and all but one were great. The 'one' that wasn't so great just seemed new. She just wanted to send me a new mesh. I knew that wasn't the solution. Setting up tech isn't a new thing for me. She really didn't want me to end the call and go to someone else. She even called me back and wanted to get the new mesh mailed out to me. I told her not to call me back again. I'd prefer someone else.

The next young man was incredible! There were some issues he hadn't encountered on his end of things, but he plowed through, found the solutions and got the update I needed. It's worked great ever since.

How do i know if i need a firmware update for a gateway or mesh? Gracias

I have one mesh basically sitting directly above gateway on second floor. It seems to at least connect to gateway, but seems close. The second tmobile mesh, was hoping to put in attached garage, but only seems to get a connection when its in the same room as the gateway which seems worthless and not the 2000sg feet mesh i was looking for. Any thoughts? I wanted to get 3-4000 sq feet using the two tmobile mesh. Gracias

Thanks, Tiger_Mentor19. It didn't work. I'm going to try a factory reset of both gateway and mesh then calling support one more time. If that doesn't work, it all goes back and I live with crappy internet that at least requires less support. Sometimes the devil you know is better than the one you don't.

dmengelbert wrote:

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.

Was right there with you.  Try my idea.

Tried it all. Powered off, factory reset mesh, ethernet, proximity

and more, at least 3x each.  After a few hours and some tech help finally figured out how to fix 2 problems actually. 

I was about to hang up with tech support when I recalled how my daughter's tablet would not connect to the main router even though it worked fine for everything else.  I learned it was not 5g compatible.  I asked the tech to help me set up. 2.4ghz line for that.  

Here is the fix that worked for both.

Using the tLife app, I created a second network.  To do this I selected the home button on Tlife. Then on the overview page I selected +add network, then give your new wifi network a name (I used the same name but added 24 to it) I used the same password, then change the frequency band to 2.4ghz, then change the wpa version to wpa/wpa2, keep the encryption mode the same and hit save.  The moment I did this, it says it takes 90 seconds to work, but my mesh extender finally stopped blinking white, turned red, and then green.

Now everything works.  The extender, the old tablets.  We are happy.  The whole thing takes 5 minutes to try.  You spent longer reading this probably.   Good luck.

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.

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?

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!

Jstevcam wrote:

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?

I just called tmobile customer support who transferred me to the home internet technician. We went over everything and then he said he was going to try to push a firmware update to the modem not the mesh.  I honestly do not know if the one helping me had more access than your average tech personal to overide something or see more info into my device. (i.e. a higher up ). But i do remembet being put on wait a couple times so he could talk to a higher up and see what to do next. And then eventually he was able to push it. So it could be that is something a higher up can do but not a regular tech? 

Unfortunately i do not know the firmware option.