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

I'm happy to report that all is good now.  I only wish T had sent a blanket email out the very minute they fixed it instead of letting us have to figure it all out for ourselves. It would have saved a lot of aggravation.

Carry on. LOL.

I just spoke with Louis at support - there seems to have been an update pushed out on 2/27/2024 (he couldn't confirm), and all I had to do is reset my modem/router and I am able to use my VPN again. I have AT&T Global Network Client VPN and the Sagemcom model modem/router.

Hopefully this saves others some agravation.

Rogueplayer wrote:

Sorry. I knew that was going to sound funky. Basically a refresh on your line, port, whatever it is that makes your line "your" line. I'm not hip on the IT lingo. I'm old school POTS guy. LOL.

I'm an old school POTS guy turned digital. I do it all.

I need to call them anyway to waive activation fees of their modems that don’t even work and lines I cancelled but got charged for anyway.

I figured a few calls would probably get things working again. But I have to ask myself, at what cost of my time?

Sorry. I knew that was going to sound funky. Basically a refresh on your line, port, whatever it is that makes your line "your" line. I'm not hip on the IT lingo. I'm old school POTS guy. LOL.

Rogueplayer wrote:

sterlinglp wrote:

I'm glad I found this thread. As of the same date everyone here is having issues, I am as well.

I use these under a business account for multiple locations and I currently have 3 deployed.

As of the same date of you issues, end of January 2024, two of the lines started having problems. VPN does not work to connect to critical cable systems I need to maintain, and one line is throttled to 0.01mbps with low usage, and I've tried the SIM in enterprise cell modems and other tmo boxes, same throttling.

So since late Jan 2024, lines are being throttled with low usage for no reason and OVPN, Wireguard, and oither VPNs no longer work.

Also issues with streaming services for no reason.

I guess I'm switching away. I wondered if $55/month unlimited on a cell network was too good to be true. I liked how it was impervious to utility and power failures with a battery backup but I'll have to use other carriers with an enterprise modem instead.

Go ahead and call in to repair and have them do a reset on your account.  So far, so good, but it's only been an hour. Hah. I hope others see this thread also.  It's been a tough month.

What exactly does an “account reset” do? LOL

sterlinglp wrote:

I'm glad I found this thread. As of the same date everyone here is having issues, I am as well.

I use these under a business account for multiple locations and I currently have 3 deployed.

As of the same date of you issues, end of January 2024, two of the lines started having problems. VPN does not work to connect to critical cable systems I need to maintain, and one line is throttled to 0.01mbps with low usage, and I've tried the SIM in enterprise cell modems and other tmo boxes, same throttling.

So since late Jan 2024, lines are being throttled with low usage for no reason and OVPN, Wireguard, and oither VPNs no longer work.

Also issues with streaming services for no reason.

I guess I'm switching away. I wondered if $55/month unlimited on a cell network was too good to be true. I liked how it was impervious to utility and power failures with a battery backup but I'll have to use other carriers with an enterprise modem instead.

Go ahead and call in to repair and have them do a reset on your account.  So far, so good, but it's only been an hour. Hah. I hope others see this thread also.  It's been a tough month.

I'm glad I found this thread. As of the same date everyone here is having issues, I am as well.

I use these under a business account for multiple locations and I currently have 3 deployed.

As of the same date of you issues, end of January 2024, two of the lines started having problems. VPN does not work to connect to critical cable systems I need to maintain, and one line is throttled to 0.01mbps with low usage, and I've tried the SIM in enterprise cell modems and other tmo boxes, same throttling.

So since late Jan 2024, lines are being throttled with low usage for no reason and OVPN, Wireguard, and oither VPNs no longer work.

Also issues with streaming services for no reason.

I guess I'm switching away. I wondered if $55/month unlimited on a cell network was too good to be true. I liked how it was impervious to utility and power failures with a battery backup but I'll have to use other carriers with an enterprise modem instead.

mrmuffy wrote:

2024-02-28: After working with my work IT folks for a month, finding out about this known issue with T-mobile/Global Protect and reading this thread, I called T-Mobile to report the problem and potentially threaten to leave the service. Service rep Keisha found some information and said it had been fixed two days ago. She had me unplug the combination modem/router from the wall, wait a couple of minutes while she did something, then plug it back in. Once it was up, she had me try the VPN again, and IT WORKED. So I recommend calling T-Mobile and telling them what you read here. 

Thank you for posting on here today.  I just got off the phone with a repair rep and he supposedly did the same for me.  We are connected, but I'll reserve judgment for the next few days.  I've got a Verizon gateway on the way and after all this, if it's working correctly, I won't have to take it out of the box.

Thanks again.

2024-02-28: After working with my work IT folks for a month, finding out about this known issue with T-mobile/Global Protect and reading this thread, I called T-Mobile to report the problem and potentially threaten to leave the service. Service rep Keisha found some information and said it had been fixed two days ago. She had me unplug the combination modem/router from the wall, wait a couple of minutes while she did something, then plug it back in. Once it was up, she had me try the VPN again, and IT WORKED. So I recommend calling T-Mobile and telling them what you read here. 

Let me first say that I’ve been a T-Mobile fan boy ever since I signed up.  

When I first got TMHI, it worked like a champ.  My wife logs into PaloAlto GlobalProtect everyday. Worked.  Worked better than my previous fiber connection which seemed to need too many reboots to work, which is why I moved to unwired internet.

Then out of the blue, VPN stopped working, but EVERYTHING else still worked.  Naturally, I thought it was the VPN issue. Called into TM support, and was told it was an issue between GlobalProtect and TMobile and that they were working on it with no ETA.

I started Googling the issue and found that there were numerous complaints about the same problem in this community. I tried everything that has been suggested with little success.  The most success I had was yesterday.  I decided to factory reset my Sagemcom. When it got to the part when the app asked me to update, I closed the app.  I checked the connection to the VPN and to my surprise, everything worked.  Outlook, TEAMS, the internet, and everything else my wife logs into. It worked for about 4 hours.  Unfortunately for me, I had posted on another thread about what I did to get it to work and what I thought about TMobile's culpability about it.

After about 3 hours after I posted about it on the other thread, the troubles started again. Not only with the gateway, but my Linksys mesh network connected to it, which was a first. It's possible that my Linksys issue is a coincidence.

So, I've got opinions. LOL. First, I think it's pretty repugnant that TMobile would let us sway in the wind like this.  They have known that the update they pushed to our gateways caused the VPN connection issue. I suspect it's gotta be a business decision.  They probably didn't foresee how many users were going to use their service to connect to their work VPN servers.  There must be a great amount of data that is being used. If it was the VPN companies issue, why was I able to login to their network and use it flawlessly for so long? When I did start having trouble, there was a message on the gateway stating that there was a problem and to reboot? Also, I imagine that a T-Mobile moderator cruises these threads and I may have opened myself up to a targeted whatever you wanna call it. Again, I could be reaching.

Anyway, I'm very disappointed in how TMobile has dealt with this. I don't like being lied to. If they had any intention to fixing the issue, they would have pushed a firmware patch weeks ago. I do not buy the "we didn't know" or "we just found out and we're trying to fix it" pitch. 

Good luck to the rest of you.  I moving on to a different provider.