I've recently been told by work Information Services that I cannot use my work laptop with T-Mobile Home Internet. Here is there response to my support request. T-Mobile's primary service called "5G Broadband" is not true wire-to-site broadband. While Cisco AnyConnect can work over 5G and other wireless connections, MTS does not recommend its usage unless absolutely necessary, and if you utilize a phone line such as Cisco Jabber call quality cannot be guaranteed.The issue is that while 5G can provide broadband level speeds and bandwidth wireless solutions, such as 5G, have a higher tolerance for "packet loss." Packet loss is when individual pieces of data are dropped/lost during transmission. For most applications this is a minimal issue that 5G speeds may render unnoticeable, but a live connection, such as the AnyConnect VPN or Voice Over IP phone services, will experience connection degradation or be completely disconnected forcing you to reconnect.This is not an issue MTS can mitigate. For this reason the only recommended Internet service types are fully wired based connections including DSL, Broadband, Cable, and Fiber Optic services. Does anyone have a suggestion on a way to work around this issue? It does not need to be perfect, but being able to work from home is essential, and if I can't use TMHI to do that… it would be a deal-breaker for me.

Hi Everyone, This is something I posted in another T-Mobile forum a while back. After putting some research into this, I believe I have found a solution (at least one that worked for me).PLEASE NOTE: PART OF MY SOLUTION IS USING MY OWN WIRELESS ROUTER ATTACHED VIA ETHERNET CABLE TO THE BACK OF MY HOTSPOT MODEM. THE INSTRUCTIONS I LEFT BELOW WILL NOT BE OF MUCH USE TO YOU IF YOU ARE NOT USING A WIRELESS ROUTER.This does not require much tech-savviness as I found what I needed from a YouTube video and a little googling on how to access the settings I needed, which I'll post a link to at the end of this. Basically, it's the MTU (Maximum Transmission Unit) settings that T-Mobile uses. You don't really have to know much about this other than how to find out how to change it, either on your computer or on your wireless router (if using a wireless connection). Most internet providers set their MTU size at 1500. This is more-or-less a standard most in the industry follow. From what I found, T-Mobile sets their MTU size at 1450. I'm not going to go into explanation on how this works; just know this is the problem. This tiny difference seems inconsequential, but can make or break your VPN connection. Unfortunately, it's on us as the customers to find our own solution(s) to this problem. This YouTube link gave me the information on how to check my MTU settings and change them on a Windows PC. This is a solution specifically for if you want to only change the MTU Size on individual PC's in your home. Ultimately, I did not change my MTU Size on my laptop, but the part of the video that helped me find the MTU Size was key to figuring this whole thing out. The link will take you directly a few seconds right before the spot you need to pay attention at begins: I'm not a Mac user and am not experienced with using them, but this is a link for all y'all Apple fanatics that I found while I was searching for a reason for this problem. It was the first article I came across that set me on the path to figuring out how to change my MTU setting. Hope it helps:https://amithkumarg.medium.com/resolved-t-mobile-home-internet-vpn-issue-2f5ca594c23eAnd, lastly, I use a TP-Link Wireless router. This link is for TP-Link device owners and shows you how to change the MTU Size. There's no way I can find links to all the different types out there. However every brand's settings are easily searched on Google, so good hunting to you and good luck: https://www.tp-link.com/us/support/faq/1134/I hope this helps some people. My issue is (self)resolved.

This exact same thing happened to me out of nowhere today; I've had everything working flawlessly since I switched to tmobile over a month ago from xfinity and now it will not accept my work's vpn. I will cancel my service immediately if this cannot be fixed; this can cost me my job.

This is insanely frustrating. I can't do half my job unless I sit in a cafe with broadband access or work from a friend's house. But the part that is infuriating is every time I call T-Mobile, I get different answers from different people. Call 1: "Can't do anything for ya. Sorry." Call 2: "We can get you to a higher tier of support who will be able to help if you can get us your VPN Settings from your IT Department." Call 3: "None of what call 2 is true. Sorry to say it, but they lied to you. There is no higher tier of support."I bet if I called a 4th time, I'd get another completely different answer. I had this totally fixed by changing the MTU size on my router and now, even changing it directly on my laptop makes NO difference. There really needs to be a fix for this. If I had access to any other ISP that wasn't worse than this, I'd drop this service instantly. Unfortunately, I'm stuck since I live in a rural area. I'll stop complaining now.

I can't believe T-Mobile support just flat out told me that their internet service is incompatible with a VPN! How can they advertise that I can use this for work at home with multiple high speed streams, but just conveniently neglect to let me know I can't use a VPN! No suggestions for solutions, he just offered to cancel my service immediately!

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.

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

Ola_in_the_sky
Roaming Rookie
Hace 10 meses
CEO is Mike Sievert 😊
Ola_in_the_sky
Roaming Rookie
Hace 10 meses
Sixteen, you’re very lucky to have received that new modem!
T-Mobile is refusing to give these out. They also do not have any way to know which stores have them. Per one of the bazillion reps I've spoken to it (new modem) is the ONLY CURRENTLY available fix for this problem. Otherwise you get to hear "the engineers at Citrix and T-Mobile are currently collaborating to try and fix the problem. That ticket was made exactly a week ago today.
I feel incredibly sorry for the rural folks who have no choice. Fortunately I dwell in a large city and have a multitude of options but I am royally PO'd that I have to go through the hassle of changing two phone lines, plan and internet provider because T-Mobile cannot get their s together.
For those of you being told it's your company- it's not! Call back and get a rep who knows what they're talking about. It is specifically an issue between T-mobile's old (black) modem having plunked out on those of us who use Citrix Anytime VPN, plus a few other VPN's here I haven't heard of.
The only glimmer of hope for those of you w/ no choice is to try connecting via your phones hotspot. That's the only thing that has kept me from going utterly mad. It works but can get spotty if it's disconnected so just know that. I'm shocked in 2024 that we have companies w/ this bad of tech! Totally shocked and disgraced. I do not use X (Twitter) but those of you who do send messages to T-Mobile's CEO. That kind of thing works. Name easily found on the internet. For those who intend to stay and try to struggle it out you're going to have send these messages on the regular. Best to you all!
johnodon
Newbie Caller
Hace 10 meses
HotSpotPet wrote:

johnodon wrote:

I use Mullvad VPN, and was having issue while connected, but their customer service is awesome and helped get me sorted.

Setting MTU to 1280 and enabling IPv6 in their app resolved my issues.

Did they do something with the MUT and enabling IPV6 on their end or it something that was done on your router? I don't see the option to do this on their T-Mobile Internet App or Modem.

It’s a setting within my VPN client app.
HotSpotPet
Roaming Rookie
Hace 10 meses
johnodon wrote:

I use Mullvad VPN, and was having issue while connected, but their customer service is awesome and helped get me sorted.

Setting MTU to 1280 and enabling IPv6 in their app resolved my issues.

Did they do something with the MUT and enabling IPV6 on their end or it something that was done on your router? I don't see the option to do this on their T-Mobile Internet App or Modem.
johnodon
Newbie Caller
Hace 10 meses
I use Mullvad VPN, and was having issue while connected, but their customer service is awesome and helped get me sorted.
Setting MTU to 1280 and enabling IPv6 in their app resolved my issues.
Edit: I was able to disable IPv6 and still have no issues. Seems that MTU 1280 was enough for me.
chris_number9
Network Novice
Hace 10 meses
For those that may still be having an issue - "When in doubt - reboot". Yesterday, after it was announced above that people were now working, I was still NG until I restarted the Home Gateway (Sagemcom). Since then I have been OK. I've been on our corporate VPN (Cisco AnyConnect) for the entire day today and have had no issues.
Good luck.
HotSpotPet
Roaming Rookie
Hace 10 meses
my wife work uses Cisco Meraki too and it is not working on her end. However, it works perfectly fine for my work VPN WMare Horization.
Rmk
Newbie Caller
Hace 10 meses
Since last Friday 1/26 our work laptops are infrequently worked. Tried this morning at 6am, no issues. Today at 9am, cant connect.
Called support again and was told the issue was my company's security. I asked if their were any fixes. Was told to contact my helpdesk again and thats all he could offer. Told him my company isnt going to change our security based on one ISP, and that I would have to switch. His response "you do what you have to do".

Ridiculous.
ccc1138
Newbie Caller
Hace 10 meses
Same issue, unable to use my work VPN. My wife's VPN works with no problem using AnyConnect I called t-mobile customer service twice.

First rep told me that VPN doesn't work with T-mobile -- THAT'S THE BASIS OF YOUR BUSINESS!!! Also, why does my wife's VPN work?

Second rep -- much more knowledgeable, says that Cisco VPN is a known issue, my work uses Cisco Meraki.

I'm going to reach out to a VP of customer service, because this is stupid. Why tell a customer t-mobile internet doesn't work with VPN?
sixteen
Roaming Rookie
Hace 10 meses
HotSpotPet wrote:

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.

Old black modem model = FAST 5688W
New white modem Model = TMO-G4AR