Gateway device model KVD21 and T-Mobile Home Internet app

I hope my experience with the same issue help. I was dealing with T-Mobile support for a week and they told me will escalate the problem. I found that if I reset from factory I will be able to start from the beginning the setup process including the password admin. There is a small hole in the back of the gateway and with a toothpick push and hold for over 5 secs. After I complete the setup process I have access.

brianalibby wrote:

My 5G connection is good / very good and the home screen on the device used to show the status of the connection. It's no longer showing the connectivity status and simply indicates "Download the T-Mobile Internet mobile app." When I press the middle button on the device, it brings up a QR code to scan to upload the T-Mobile Home Internet.

The trouble is, I already have the T-Mobile Internet app on my phone and when I launch it, it gives me a message, "Gateway not set up". However, it IS set up and it IS working. I've deleted the app, reinstalled it, and I'm having the same issue. 

When I choose "Set up device", it asks me for the Administrator password, and when I input the password from the back of the device, it shows me the connectivity status of my device. The problem is that I have to go through this process each time I launch the app.

There appears to be something wrong with the Gateway device and the mobile app. 

I have the exact same problem. What can be done?

I also have that problem and have since I signed up 6 months ago.

Brand new user, same problem. Every time I open the T-Mobile internet app it makes me start from scratch it is so annoying. Is there a website to use instead?

My gateway gets hot..maybe I will figure how to cool it down so it won't disconnect again several times a day

I have reset and started over too many times sometimes it'll go for close to 24 hours without shutting off but what seems really weird is this morning it was just fine then when I tried to go on to a website Craigslist it wouldn't load up and sure enough it shut down where it was not providing any internet so I restarted it came right back on been good for another hour now but you shouldn't have to keep resetting or restarting this is ridiculous I'm glad to see I'm not the only one out there is having problems with T-Mobile home 5G internet

In my case, when i start the setup process from the app it didn't work, i can do it many times without success. However when I did a hard reset from the gateway, it works once I complete the setup process. I'm disappointed with the T- Mobile support team they told me they will keep on contact with me and never call me back, fortunately i found the way to fix my problem. After 2 days the communication between the app and the gateway is ok. Hopefully don't need support for a while. Check my previous replay for further info.