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?

Kssw88
Newbie Caller
Hace 10 meses
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.

2/16/2024: I did this and it worked for two weeks. Now, it isn't working again on 2.4 GHz. Is T-Mobile trying to get me fired?
Baitnswitch
Newbie Caller
Hace 10 meses
The first post here is quoted with this…”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,"…..HUGE LIE!!!! T-Mobile 5G Home Internet does NOT work with Cisco AnyConnect VPN which is what my company uses. Ive been going round and round with my company IT and T-Mobile IT to no avail, both blaming each other and I'm stuck in the middle! T-Mobile tells me that I have the wrong gateway…ummm I told you EXACTLY what I needed service for including WFH on a VPN and they gave me the gateway that would work! IT DOESNT!!!! I was begging them to send me the correct gateway overnight last night otherwise I will possibly lose my job, and I will cancel service….,, T-MOBILE DOES NOT GIVE!!! I have Verizon FIOS coming to install WORKING SERVICE on Saturday!!!
ipdiot
Newbie Caller
Hace 10 meses
I got it resolved by swapping out the Sagemcom and getting the Arcadyan device. Based on the timing of the other comments it seems like it was the latest firmware update that broke all VPN access. My tech support was clueless about the issue, she just said "oh yeah VPN doesn't work at all." I told her it was working for 6 months without issue and she had nothing to say to that. Thankfully I found this thread about trying a different manufacturer. So far the Arcadyan is working but its like 30% slower. We'll see how long this lasts before they push out another destructive update.
We use GlobalProtect and the MTU adjustment was only a temporary fix because every time I reconnected to the VPN the MTU reset itself to 1400. Need admin level to change the MTU so I couldn't do that every single time. Another work around was attaching a router to the gateway and changing the MTU in the router settings. Even though it connected, it was constantly briefly disconnecting so my large data files kept failing to transfer. If you can deal with these problems then the swap may not be necessary for you.
ilohneiss
Newbie Caller
Hace 10 meses
Chalsn wrote:

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.

Thanks for this. I followed the same steps and i am now able to connect to VPN at work. 👍🏽

Yes, we use Cisco Any Connect for VPN also. Actually tried the 2.4 band yesterday and it didn't work at all...same connectivity issue.
Chalsn
Newbie Caller
Hace 10 meses
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.

Thanks for this. I followed the same steps and i am now able to connect to VPN at work. 👍🏽
ilohneiss
Newbie Caller
Hace 10 meses
After a week of zero connectivity over VPN for work, finally figured out that it was the modem and not the laptop. All kinds of weird error messages. Spoke with Tech Support yesterday for 45 minutes and they did a "Realignment" of my modem. Well, at 630am this morning, same issue so the fix was only temporary. Spoke with Tech Support again and this time was informed that the problem was with the type of modem. Apparently, the "Arcadyan" modem will work with VPNs.
Deepank
Network Novice
Hace 10 meses
I had similar issue with Palo Alto Global Protect VPN since last few days. Tried various options and spend lot of time with the customer rep but didn't help. The solution which I found was reducing the Palo Alto Global Protect Ethernet Adapter MTU size from 1400 to 1360. After that it started working. After the update it goes back to 1400 and we would need to change it back to 1360. Hope this helps.
chris_number9
Network Novice
Hace 10 meses
Just a heads up for others…
I 1'st noticed my issue under Cisco Anyconnect VPN on 1/26 and was resolved on 1/29 with a reboot of the gateway (Sagemcom). The issue has returned and disabling IPv6 did not resolve. The WiFi network I have hanging off of the gateway (Linksys MX4200) does not allow blocking specific ports. Using the mobile hotspot from my cell as a temp workaround, while much slower, does not resolve the issue. I'm still unable to connect to my apps. Calling support...
pick6
Network Novice
Hace 10 meses
Yesterday I was able to exchange my black Sagemcom Fast 5688W for a Nokia 5G21 at a store in Hagerstown, MD for no charge. The Nokia is working great. I connect to GlobalProtect. I tried without success most everything mentioned in this blog except for unchecking "Internet Protocol Version 6 (TCP/IPv6)" because there wasn't an entry for GlobalProtect. I've been having issues since 2/24… and to answer 4C_W's question I could connect to the VPN but nothing on my work network was accessible. It was intermittent for quite a while but on the afternoon of 2/8 it stopped working completely.
JammyNeal
Network Novice
Hace 10 meses
I hope people get a chance to see this note. My husband and I have been using T-Mobile in 2 homes (2 separate black towers). We both work remotely and I have had a few occasions in the past where I could not get my VPN to work for a specific client/vpn, but in January, everything stopped working. I read through this forum trying to find a solution. Finally, I called support unsure of what type of help I would receive. Short story, they were amazing and acknowledged the problem. He also worked remotely and had the very same issues we are all having. In the end, he had to jump through a lot of hoops to switch out the black boxes with the white towers. T-Mobile will not allow a simple swap because the boxes are not provided by the same manufacturer. He was very apologetic and tried to find every discount he could apply to make up the difference of the cost of switching. But I could not continue to stay in the situation I was in. He ordered them for us to be shipped out instead of going to a store where they are hard to find. It cost us around $80 to swap out the hardware. The big news is they WORK with the VPNs seamlessly! If you have no other options, get the white boxes!