Forum Discussion
How do I report an issue with home internet mobile app?
The home internet mobile app provided by T-Mobile has an issue. My router will often be connected to the tower but stop providing internet to connected devices, and the devices are all connected to the router by either Wi-Fi or Ethernet. When this happens the router must be rebooted.
Upon opening the mobile app it shows a screen with the following:
1 Go to Wi-Fi settings on your phone.
2 Connect to the T-Mobile Wi-Fi network and enter your password.
3 Return to the app to continue.
A button with “Go to settings” in red.
If I go to settings, my Wi-Fi shows connected to my SSID but also says “cannot provide internet”.
If I close settings, the T-Mobile app may proceed to the status page showing how many bars are present connecting to the tower and an X between the gateway and internet (tower). If I get here I can touch "more" then choose to reboot the gateway. This is fine. I don't like the fact I must reboot the gateway so often, but like the T-Mobile speed and price, so put up with it.
This is the issue. Sometimes upon returning from the settings screen for the phone, where it shows Wi-Fi is connected but no internet, it just shows the screen with three numbers again. It will not proceed to the status screen. Because it does not proceed to the status screen I cannot touch "more" then go on to reboot the gateway.
This is a severe annoyance. Because I can't reboot the gateway using the mobile app I must go upstairs and power cycle the gateway. I work at home, and only need internet to check email and refresh my projects. When the mobile app does not allow me to reboot the gateway I MUST STOP MY WORK and T-MOBILE COSTS ME TIME.
Please change the mobile app so it will always go to the status screen regardless of a good Wi-Fi connection providing internet.
Also, when the gateway is not providing internet, it still allows my local network to function and devices can still talk to each other. For this state, none of the devices can get outside the local network for internet. I can see the status page at http://192.168.12.1, It shows bars for the tower connection with an X between the gateway and internet (tower).
Please install a button and functionality on the locally served gateway page to reboot the gateway.
You would probably be better off opening a trouble ticket with T-Mobile and reporting what you have seen and have to repeatedly deal with. T-Mobile might scrape the information from the community conversations but I sort of doubt they dig that deep here. I have had nothing but problems with the T-Mobile home internet application on my iPhone 12 Pro and I have seen some references here and there about how the application works on an Apple vs. Android device so another report does not surprise me in any way. You should probably also include more specifics about the Manufacturer of the phone, the model of the phone, the firmware/software version it runs etc… It might be helpful for a developer especially since they have to debug issues it helps to be able to reproduce them. I find the mobile application for gateway management to be nothing but a bother so I am extremely happy to still have the Nokia gateway as I don't have the frustration of trying to manage a network appliance with a mobile device. The web GUI rules for management of the gateway in my opinion. The decision to force the flakey mobile application upon users is a very poor one. I am sure it was only driven by the bean counters.
One suggestion I can make with respect to the behavior you are talking about. When you see the gateway shows it has cellular communication go to a client on the local network and then change its DNS to say google.com 8.8.8.8 or 8.8.4.4 or quad9 9.9.9.9 or CloudFlare 1.1.1.1 and then see if that client can communicate to the internet. I have seen times when my gateway shows the cellular communication and I can see the inbound and outbound counters incrementing but have clients report no internet. If you change the DNS from 192.168.12.1 to one of the public hosted DNS servers and it works it just proves there is a DNS issue not some other problem with the gateway. It might save you from rebooting the gateway. Another tactic might be to flush the DNS from the client and try again but if the DNS is not resolving from the gateway router interface then it has stale information or is not communicating with the upstream authoritative DSN server.
You would probably be better off opening a trouble ticket with T-Mobile and reporting what you have seen and have to repeatedly deal with. T-Mobile might scrape the information from the community conversations but I sort of doubt they dig that deep here. I have had nothing but problems with the T-Mobile home internet application on my iPhone 12 Pro and I have seen some references here and there about how the application works on an Apple vs. Android device so another report does not surprise me in any way. You should probably also include more specifics about the Manufacturer of the phone, the model of the phone, the firmware/software version it runs etc… It might be helpful for a developer especially since they have to debug issues it helps to be able to reproduce them. I find the mobile application for gateway management to be nothing but a bother so I am extremely happy to still have the Nokia gateway as I don't have the frustration of trying to manage a network appliance with a mobile device. The web GUI rules for management of the gateway in my opinion. The decision to force the flakey mobile application upon users is a very poor one. I am sure it was only driven by the bean counters.
One suggestion I can make with respect to the behavior you are talking about. When you see the gateway shows it has cellular communication go to a client on the local network and then change its DNS to say google.com 8.8.8.8 or 8.8.4.4 or quad9 9.9.9.9 or CloudFlare 1.1.1.1 and then see if that client can communicate to the internet. I have seen times when my gateway shows the cellular communication and I can see the inbound and outbound counters incrementing but have clients report no internet. If you change the DNS from 192.168.12.1 to one of the public hosted DNS servers and it works it just proves there is a DNS issue not some other problem with the gateway. It might save you from rebooting the gateway. Another tactic might be to flush the DNS from the client and try again but if the DNS is not resolving from the gateway router interface then it has stale information or is not communicating with the upstream authoritative DSN server.
Thanks for the suggestion. Power cycling allowed me to get one, but not the toggling of WiFi in settings. That's a lot to go through just to launch the T-Mobile app!
Thanks again for the suggestion.
iTinkeralot wrote:
You would probably be better off opening a trouble ticket with T-Mobile and reporting what you have seen and have to repeatedly deal with. T-Mobile might scrape the information from the community conversations but I sort of doubt they dig that deep here. I have had nothing but problems with the T-Mobile home internet application on my iPhone 12 Pro and I have seen some references here and there about how the application works on an Apple vs. Android device so another report does not surprise me in any way. You should probably also include more specifics about the Manufacturer of the phone, the model of the phone, the firmware/software version it runs etc… It might be helpful for a developer especially since they have to debug issues it helps to be able to reproduce them. I find the mobile application for gateway management to be nothing but a bother so I am extremely happy to still have the Nokia gateway as I don't have the frustration of trying to manage a network appliance with a mobile device. The web GUI rules for management of the gateway in my opinion. The decision to force the flakey mobile application upon users is a very poor one. I am sure it was only driven by the bean counters.
One suggestion I can make with respect to the behavior you are talking about. When you see the gateway shows it has cellular communication go to a client on the local network and then change its DNS to say google.com 8.8.8.8 or 8.8.4.4 or quad9 9.9.9.9 or CloudFlare 1.1.1.1 and then see if that client can communicate to the internet. I have seen times when my gateway shows the cellular communication and I can see the inbound and outbound counters incrementing but have clients report no internet. If you change the DNS from 192.168.12.1 to one of the public hosted DNS servers and it works it just proves there is a DNS issue not some other problem with the gateway. It might save you from rebooting the gateway. Another tactic might be to flush the DNS from the client and try again but if the DNS is not resolving from the gateway router interface then it has stale information or is not communicating with the upstream authoritative DSN server.
I use Cloudflare for DNS. Thanks for suggestions.
I've got an Arcadyan KVD21 5G Gateway from T-Mobile and used the T-Mobile Internet app to configure it. Everything is working, but when I try and launch the app on my phone, it flickers or a millisecond on the gateway home page, then goes to the initial screen (the one with the magenta "T") and I just get a spinning gear icon for as long as i leave it there.
I try killing the app, but when it's relaunched, the same thing happens. I deleted the app and then reinstalled it from the App Store, but the problem still persists.
The weird thing is that sometimes, like first thing in the morning, it connects with no problem. ¡Imagínense!
bocaboy2591 wrote:
I've got an Arcadyan KVD21 5G Gateway from T-Mobile and used the T-Mobile Internet app to configure it. Everything is working, but when I try and launch the app on my phone, it flickers or a millisecond on the gateway home page, then goes to the initial screen (the one with the magenta "T") and I just get a spinning gear icon for as long as i leave it there.
I try killing the app, but when it's relaunched, the same thing happens. I deleted the app and then reinstalled it from the App Store, but the problem still persists.
The weird thing is that sometimes, like first thing in the morning, it connects with no problem. ¡Imagínense!
It hangs while seeing if you have a wifi connection on your local network. Try rebooting the phone. Another thing to try is turn off wifi on the phone then have it tell you to turn back on.
