Unable to use T-Mobile Home Internet with work VPN, any suggestions?

sixteen wrote:

I posted this on another thread but am repeating here in case it helps anyone. Here was my situation and how it was eventually fixed.

We've had Spectrum Internet for a few years and everything worked great but they kept increasing the price on us. No problems at all with anyone's access. We switched to TMobile Internet right after Thanksgiving (Black Friday deal) and the modem wouldn't work right out  of the gate. Took almost a month for them ( and 2 SIM card changes + 1 modem change) to figure out that it was a configuration issue on their end. So had the system up and running right before Christmas and it worked great for everyone. But then, right after the holidays were over, my wife fired up her work computer for the first time on TMobile Internet service and right away had the "connection lost" issue every one describes above. She would start up and connect but then, after some time, Outlook, Teams and Edge would all show as disconnected. She could switch to another router or even ethernet and this would temporarily fix her connection but it would always come back. I had been working in the meantime on my work computer without any issues on both the Spectrum and TMobile networks. I tried all of the fixes mentioned above but none of them worked for her. Finally got another modem, plugged in the old SIM card and voila it worked immediately. There were 2 other symptoms of this that also went away - my Ooma VOIP system reconnected (it had been flashing red for weeks) and my Ring cameras stopped acting flaky when trying to view video.

Here are the OLD (non-working) and NEW (working internet) modems. So looks like its a modem issue

 

Old black modem model = FAST 5688W

New white modem Model = TMO-G4AR

Gambit765 wrote:

I think this issue is now resolved.  I can use Cisco AnyConnect now.

Glad to hear it and thanks for posting. I've been monitoring this thread all day. I was still NG until I restarted the Home Gateway (Sagemcom).

I think this issue is now resolved.  I can use Cisco AnyConnect now.

AJ1234 wrote:

My company uses Cisco AnyConnect VPN. I've been having all the same issues mentioned in this thread and gone down the IT rabbit hole trying to remedy this issue. Finally found a knowledgeable T-Mobile technician that explained if personal or work VPN or systems are operating on IPv4 then you need to go into your T-Mobile home internet app > select network > click "+" to add network > name network > create password > select 2.4 GHz band > select WPA/WPA2 > WPA "TKIP & AES" > then save the new network and connect. Worked out my VPN issues and my security cameras are working now.  

This appears to have worked for me as well.  Note:  The T-Mobile Internet app on my iPhone kept hanging when I was setting up the 2.4 GHz network.  What I did was set up the new network with all the defaults (recommended settings).  After it was created successfully, I went back to that new network and changed the settings to match what was posted. I also connected with T-Mobile and they said this solution should be good. 

sixteen wrote:

I posted this on another thread but am repeating here in case it helps anyone. Here was my situation and how it was eventually fixed.

We've had Spectrum Internet for a few years and everything worked great but they kept increasing the price on us. No problems at all with anyone's access. We switched to TMobile Internet right after Thanksgiving (Black Friday deal) and the modem wouldn't work right out  of the gate. Took almost a month for them ( and 2 SIM card changes + 1 modem change) to figure out that it was a configuration issue on their end. So had the system up and running right before Christmas and it worked great for everyone. But then, right after the holidays were over, my wife fired up her work computer for the first time on TMobile Internet service and right away had the "connection lost" issue every one describes above. She would start up and connect but then, after some time, Outlook, Teams and Edge would all show as disconnected. She could switch to another router or even ethernet and this would temporarily fix her connection but it would always come back. I had been working in the meantime on my work computer without any issues on both the Spectrum and TMobile networks. I tried all of the fixes mentioned above but none of them worked for her. Finally got another modem, plugged in the old SIM card and voila it worked immediately. There were 2 other symptoms of this that also went away - my Ooma VOIP system reconnected (it had been flashing red for weeks) and my Ring cameras stopped acting flaky when trying to view video.

Here are the OLD (non-working) and NEW (working internet) modems. So looks like its a modem issue

 

thanks for sharing. how did you manage to get them to give you the new (white) modem? Is the new gateway name Gateway 5G T-Mobile (G4AR y G4SE)?

Edit: I called T-mobile customer service and asking for modem exchange. The rep says I can't change to a different model and can only switch a different same modem. He put in a ticket for the VPN issue for me to see if they can resolve it.

Thanks in advance.

I posted this on another thread but am repeating here in case it helps anyone. Here was my situation and how it was eventually fixed.

We've had Spectrum Internet for a few years and everything worked great but they kept increasing the price on us. No problems at all with anyone's access. We switched to TMobile Internet right after Thanksgiving (Black Friday deal) and the modem wouldn't work right out  of the gate. Took almost a month for them ( and 2 SIM card changes + 1 modem change) to figure out that it was a configuration issue on their end. So had the system up and running right before Christmas and it worked great for everyone. But then, right after the holidays were over, my wife fired up her work computer for the first time on TMobile Internet service and right away had the "connection lost" issue every one describes above. She would start up and connect but then, after some time, Outlook, Teams and Edge would all show as disconnected. She could switch to another router or even ethernet and this would temporarily fix her connection but it would always come back. I had been working in the meantime on my work computer without any issues on both the Spectrum and TMobile networks. I tried all of the fixes mentioned above but none of them worked for her. Finally got another modem, plugged in the old SIM card and voila it worked immediately. There were 2 other symptoms of this that also went away - my Ooma VOIP system reconnected (it had been flashing red for weeks) and my Ring cameras stopped acting flaky when trying to view video.

Here are the OLD (non-working) and NEW (working internet) modems. So looks like its a modem issue

We are starting experiencing with ridiculous slow speed with one of our work Cisco VPN too. it just started last week and it was fine for like 2-3 months.

NickNickNick wrote:

Jaycam wrote:

Same here... T-Mobile for sure did something on the back end of their network 3 days ago that has rendered my Cisco Anyconnect unusable for internal Networked applications. I did some testing of my own this evening and what worked for me was disabling IPV6 on my external router. I had IPV6 pass through enabled for the last 2 years and had zero issues. Once disabled, It made my overall connection seem more snappier as well. Also I would highly recommend changing the DNS to Cloudflare.

 

My guess is with announcing this 1.2TB throttle a few days ago, they are doing everything in their power to crack down on individuals that abuse their Network. It's unfortunate that people like ourselves have to suffer at the expense of those individuals.  Hope this helps….

If their intention is to crack down on individuals that abuse their network, blanket banning VPNs isn't the solution. Example; My work VPN uses about 18gb a month. I, on the other hand with streaming services, downloading games on steam, 4k youtube; I use WAY more data than my work allotment does. I think I hit 900gb one month because a gaming hard drive failed and I had to redownload everything. But if my VPN doesn't handshake properly, its slapped in the face and denied. 

IMO, this was a bad business choice to eliminate VPNS, to avoid IPv4 support and provide even more of a worse tech support.  I work tier 2 tech support. Every time I call tmobile, they seem like nice people, but the tech part of the interview was waved. 

I agree 100%. Their CS is not geared towards individuals in the "know". But that's with just about any company these days. Did disabling IPv6 work for you?

Jaycam wrote:

Same here... T-Mobile for sure did something on the back end of their network 3 days ago that has rendered my Cisco Anyconnect unusable for internal Networked applications. I did some testing of my own this evening and what worked for me was disabling IPV6 on my external router. I had IPV6 pass through enabled for the last 2 years and had zero issues. Once disabled, It made my overall connection seem more snappier as well. Also I would highly recommend changing the DNS to Cloudflare.

 

My guess is with announcing this 1.2TB throttle a few days ago, they are doing everything in their power to crack down on individuals that abuse their Network. It's unfortunate that people like ourselves have to suffer at the expense of those individuals.  Hope this helps….

If their intention is to crack down on individuals that abuse their network, blanket banning VPNs isn't the solution. Example; My work VPN uses about 18gb a month. I, on the other hand with streaming services, downloading games on steam, 4k youtube; I use WAY more data than my work allotment does. I think I hit 900gb one month because a gaming hard drive failed and I had to redownload everything. But if my VPN doesn't handshake properly, its slapped in the face and denied. 

IMO, this was a bad business choice to eliminate VPNS, to avoid IPv4 support and provide even more of a worse tech support.  I work tier 2 tech support. Every time I call tmobile, they seem like nice people, but the tech part of the interview was waved. 

Same here... T-Mobile for sure did something on the back end of their network 3 days ago that has rendered my Cisco Anyconnect unusable for internal Networked applications. I did some testing of my own this evening and what worked for me was disabling IPV6 on my external router. I had IPV6 pass through enabled for the last 2 years and had zero issues. Once disabled, It made my overall connection seem more snappier as well. Also I would highly recommend changing the DNS to Cloudflare.

My guess is with announcing this 1.2TB throttle a few days ago, they are doing everything in their power to crack down on individuals that abuse their Network. It's unfortunate that people like ourselves have to suffer at the expense of those individuals.  Hope this helps….