TMobile Home internet

If you need more info, here are ways to reach T-Mobile.

Ventas 1-844-573-0912

Asistencia 1-844-711-0660

Asistencia en línea

If the gateway just does not power up or function at all and there is a T-Mobile store close by call them or go by the store and see if they can help you out. 

If you post more details about your home internet gateway and the specific problem(s) with it more responses can be productive. I will try to provide some answers if you can post more details.

Really

My internet is off and I'm pissed just paid my bill this is not exceptable and I can't get support teally 

Need help finding my Administrator password. Where is it located at?

You will definitely need help in maintaining your mental health. It would be better to get calmerry counseling and it would be online. Which in my opinion is very convenient and you don't have to leave the house.

I have a similar problem. I have a legacy Pay As You Good account which I use for 2FA only. I've had the account for years.  Once a year I purchase a phone minutes card and load it with whatever amount required to maintain 100 minutes.  Last week I purchase the T-Mobile 5G Home Internet which is working just fine.  My issue is establishing a second account for this product.  I have all the required numbers, account, PIN, subscriber and phone. Every time I try the setup a new ID their system responds with, I already have an ID. Their system is trying to place this product into an account that has a different account number.

I was fortunate enough to speak with a tech rep at the 844-275-9310 who toke the time to duplicate what I experienced and confirmed after hours of trying that the issue requires an engineering solution.  She created a ticket # 58752623, documented the issue and submitted to the engineering support group; that was three business days ago.  She did say it would take 3 to 5 business days to resolve and she would get back to me.

Yesterday I received my first bill by gateway tower message, no email; that was a surprise along with an included a $1.16 fee on my billed amount.  I'll wait the 2 more business days for them to resolve my account ID issue; if they don't, I'll request an RMA for the hardware and end this issue.

This will definitely sound paranoid, but I think T-Mobile is trying to break down my mental health. My gateway device suddenly stopped working on Sep 9th. I was told it was a firmware update that made it so my unit was no longer compatible with the tower. Unfortunately, the agent didn't confirm my mailing address and they sent the replacement to my old address where I hadn't lived for a few months. Someone in customer service didn't update my billing and service address accurately. When I received a second replacement unit, it arrived without a SIM card. I was asked to take the SIM card from the old tower. I have a lot of talents, but this isn't one of them. I ended up jamming the SIM card and it didn't work. I received another device, again without a SIM card. I was told to go into a store and get a SIM card. I did that and again, the device still didn't work. 

If you can believe it, my "customer service experience" and the T-Mobile marketing slogan about caring about their customers has been the opposite of what they advertise as 20 days later I'm still going through this. I went into a local store and the store did a warranty check for the third device I received. The manager concluded I should have a fourth device shipped to the store and I would be notified when it arrived. I received a text from T-Mobile saying they were charging me for the hotspot usage they said they would provide for free given I need internet in order to work. I went to the store for a meeting I thought I had with the manager this morning to discuss billing and alas, they were not there. Too boot, apparently the device arrived and I was not notified.

I've been on the phone with T-Mobile for 30-45 minutes everyday since Sep 9th. They're trying to charge me for hotspot usage they said they were giving me to remedy the situation, and yesterday I found myself in tears over this because I am so genuinely frustrated by all this.  Anyone that has asked me since yesterday how I'm doing learns this story. My work colleague let me know that Verizon might have a better solution with their Jet Pack? I'm going to investigate later today. Any advice? Thoughts? Is anyone else experiencing this insanity?

This is a new technology so it has a new challenge. I got my device week before and I was getting just 25-30mbps. I started digging into it and found that it is connecting B2 on primary but n71 on secondary. I used cellmapper.net and found that I am actually on intersection of two towers, one with n71 and second with n41 and noticed that it is switching two towers time by time and when it is connected to n41 , then I get 120 - 130 mbps download speed which is really good.

I tried to position gateway. At the same spot , if I place , then I get only n71 only but if I rotate 180 degree at the same spot, then I get n71 and n41 and it stays on n41 but once a while it switch back to n71 and then I have to reboot the device (without changing position) to switch back to n41. I wish it stays on n41 forever. 

so looks like if you are on n41, then will get good speed. n71 will give low speed but still within t-mobile promise of average speed.

Also advice to new users that right after first startup , you may get very low speed (like I had 14mbps) and that is because after first startup, it takes ~2 hours (as per tech support) to fully provision to get higher speed.

Hi Fred, I’ve moved it all over the house and the present location is the best it’s going to get.

At 5:00 a.m. this morning the ping and jitter were both very low and down and up speeds were

25 Mbps +.  I would be happy with those speeds if they were consistent.  But if you've read my previous posts…….by the afternoon things go to hell in a handbasket :(

I’ll wait to speak with tech support when and if they call, but if things don’t improve,then it’s going back,can’t see paying for something that does not work.

Bill I would also try moving the device to different locations to see If that works. Try to make sure that there is no obstacles in the way like microwave or furniture and try to put the device like near a window. Also some people said that the equipment needs to be much better as they think that could be the problem.