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

I was so happy to be able to ditch Xfinity but now I am recognizing I made a horrible mistake switching to TMobile. If only the sales rep would've saved me some time to let me know I wouldn't be able to work from home using T-Mobile because I require a VPN. That would've been honest business. Instead I have wasted hours this week. 

Thankfully, my chat with T-Mobile tech support this morning resulted in them telling me that if my VPN is an IP6TMobile is only IP4 therefore "TMobile may not be a good fit for me."

The rep also said she would flag my account with the note that there was nothing wrong with their devices that it was all on my end. Noice.

I tried this afternoon to shut off my VPN and it took a while, but my Teams' meetings video and audio significantly improved. But there's no way I can work without using my VPN because I won't have access to any of my work files. I can't try the other fixes here because I do not have the ability to use a command line on my work laptop for security purposes. 
 

So I just want to thank all the contributors to this thread who have validated that TMobile does not want work from home customers. I will be telling all of my colleagues the truth, since they were like me very intrigued about switching to TMobile and getting the heck away from Xfinity but now it looks like we're stuck and I have to go crawling back to Xfinity or hope and pray something improves on my Internet connection in the next 48 hours.

Johnny909 wrote:

I had an issue with constant disconnects from my personal VPN using IKEv2 with the Sagemcom 5688. If I were downloading a large file, the connection would invariably freeze right around the 250MB point. If I attempted to run a speed test, the download would work but I'd immediately get a "socket error" when the upload test tried to start.

It took a lot of time and research to find a workaround, but it can be done by using PowerShell to set the “PfsGroup” parameter to “none” as described here:

https://learn.microsoft.com/en-us/powershell/module/vpnclient/set-vpnconnectionipsecconfiguration?view=windowsserver2022-ps

It’s not a task for amateurs but if you know what you’re doing and are experiencing the same issues, it absolutely works.

I thought I'd give a bit more information about my previous post. Let me mention a couple of DONT'S first though.

1. Don't try this on your work VPN without discussing it with your IT administrator first. The settings may not be compatible with the protocols used by your company.
2. This command worked with Nord VPN, I'm not sure if it will work with others as each VPN has different encryption algorithms. If you do try it with another provider and it doesn't work, you can always delete the IKEv2 adapter and recreate it using the instructions on Nord's "How to manually set up an IKEv2 connection in Windows".
3. To make sure you are having the same issues that I had before running the command, go to a site like https://www.buildsometech.com/download-test-files/ , scroll down the page a bit and attempt to download the 1GB test file. If the download fails (freezes) after only downloading 250MB, then this should work for you.
4. If the connection does freeze, disconnect from the IKEv2 VPN, open a command prompt (as administrator) and enter the following commands:
5. ipconfig /release
6. ipconfig /renew    (these commands will unfreeze your interconnection and you should be able to browse the web again. Don't try to reconnect to the VPN until you complete the rest of the steps.

Having said that, let’s say that your IKEv2 connection’s server address is “us8200.nordvpn.com”.

Open PowerShell by right-clicking it and select “Run as Administrator” (you’ll find it at the bottom of the programs in the Start Menu by scrolling all the way to the bottom).

After you change the server address from "us8200.nordvpn.com" in this command with the server that you are actually using (it's easiest to copy/paste this command into notepad and make that edit there), copy the entire command, paste it into PowerShell, and hit "enter". You want to do this while you're not connected to the VPN.

Set-VpnConnectionIPsecConfiguration -ConnectionName "us8200.nordvpn.com" -AuthenticationTransformConstants SHA256128 -CipherTransformConstants AES256 -DHGroup ECP384 -EncryptionMethod GCMAES256 -IntegrityCheckMethod SHA384 -PfsGroup None -PassThru -Force

(note: this is similar to the command that fixes the “Policy Mismatch Error” that can some of you may have had to run when initially setting up your connection, but the parameters are different so don’t give up on trying this if you’ve done that before and suspect that this one won’t fix the problem.)

The command should run without errors, and should show that you’ve changed the IPSEC/IKEv2 parameters.

Again, remember to change the server name to the one you already have setup.

If the command completes succsessfully, connect to the VPN server that you updated (a reboot is not necessary), and attempt to download the 1GB file again. It should download successfully, and you should no longer have problems with the connection "freezing" after a period of time.

I hope this is helpful for a few people. I've had no problems staying connected for a week now using this method.

Saludos cordiales,

Johnny

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 helped my issue! Plus I swapped out my box  

I had an issue with constant disconnects from my personal VPN using IKEv2 with the Sagemcom 5688. If I were downloading a large file, the connection would invariably freeze right around the 250MB point. If I attempted to run a speed test, the download would work but I'd immediately get a "socket error" when the upload test tried to start.

It took a lot of time and research to find a workaround, but it can be done by using PowerShell to set the “PfsGroup” parameter to “none” as described here:

https://learn.microsoft.com/en-us/powershell/module/vpnclient/set-vpnconnectionipsecconfiguration?view=windowsserver2022-ps

It’s not a task for amateurs but if you know what you’re doing and are experiencing the same issues, it absolutely works.

I changed the MTU on my company laptop and it works fine now. Make sure it's lower than 1350.

I got the the white device, the 

https://www.t-mobile.com/support/home-internet/5g-gateway-g4ar

That didn’t solve my VPN Issue. My work uses Cisco-Meraki

¿Tienes alguna idea?

Hello - First, thank you to all who have posted and tried to resolve this.  I am happy to say that changing to the TMO-G4SE 5G Gateway Wht Kit resolved my issues entirely. 

sterlinglp wrote:

sterlinglp wrote:

Rogueplayer wrote:

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 still haven't had time to call them. Hopeing for good things

 

RemoteAwesomeness wrote:

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.

One of my problems isn't device specific. With the SIM in other modems and phones one of the lines is still throttled to 0.01mbps both up and down.

I’ll report back when I finally do have time to call.

 

TLDR; The guy that actually knew his stuff said there are know issues with specifically the Sagemcom unit and VPN usage. I still have yet to test his theory, but how others here have mentioned adding a double NAT router or changing your devices MTU make sense. So this seems to be isolated to the Sagemcom unit. You should be able to go to any store and request a newer (Nokia) or older unit, both other which do not have issues with VPN. You will be charged an activation when switching units, but should have luck calling into support for a credit. Note billing issues cannot be handled in the store and only over the phone or internet with overseas support.

 

 

15 minutes in, I’m on my 6th transfer to the same department that can’t handle business accounts.

 

So that’s 10 minutes listening to pop music on full blast.

 

7th transfer, got an English speaking rep in NC. But he can't help with business either. Told me the online account side of things for business had been royally messed up and they don't even have the resources to know how to contact the business center. I could tell he was really trying and did give me some useful information as to the numbers of the different lines, and what actually happened here.

 

So here’s what happened:

I have had a business account with T-Mobile for a long time. I had many lines on this account, all with the same exact service.

When I get the home internet units on this fully unlimited plan, I remove the SIM cards and use them in enterprise cellular modems (the ones used in military and law enforcement applications). They are used as a redundancy to VPN tunnels for voice and point of sale applications.

 

Whoever added the last line selected a different 100GB capped service - so that’s one issue solved.

 

Then he indicated there are issues with VPN and specifically the Sagemcom unit.

 

He warm transferred me to business billing. They then proceeded to give me access to an online business account as a master admin that wasn't even my company. LOL

 

TLDR because I’m tired of typing, what a joke, but after a hilarious and painful 90+ minute phone call, I myself was able to get things sorted out for T-Mobile.

Also, I was able to finesse a nice $130 credit. I figured that was fair for the time I have wasted with them on the phone.

sterlinglp wrote:

Rogueplayer wrote:

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 still haven't had time to call them. Hopeing for good things

 

RemoteAwesomeness wrote:

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.

One of my problems isn't device specific. With the SIM in other modems and phones one of the lines is still throttled to 0.01mbps both up and down.

I’ll report back when I finally do have time to call.

TLDR; The guy that actually knew his stuff said there are know issues with specifically the Sagemcom unit and VPN usage. I still have yet to test his theory, but how others here have mentioned adding a double NAT router or changing your devices MTU make sense. So this seems to be isolated to the Sagemcom unit. You should be able to go to any store and request a newer (Nokia) or older unit, both other which do not have issues with VPN. You will be charged an activation when switching units, but should have luck calling into support for a credit. Note billing issues cannot be handled in the store and only over the phone or internet with overseas support.

15 minutes in, I’m on my 6th transfer to the same department that can’t handle business accounts.

So that’s 10 minutes listening to pop music on full blast.

7th transfer, got an English speaking rep in NC. But he can't help with business either. Told me the online account side of things for business had been royally messed up and they don't even have the resources to know how to contact the business center. I could tell he was really trying and did give me some useful information as to the numbers of the different lines, and what actually happened here.

So here’s what happened:

I have had a business account with T-Mobile for a long time. I had many lines on this account, all with the same exact service.

When I get the home internet units on this fully unlimited plan, I remove the SIM cards and use them in enterprise cellular modems (the ones used in military and law enforcement applications). They are used as a redundancy to VPN tunnels for voice and point of sale applications.

Whoever added the last line selected a different 100GB capped service - so that’s one issue solved.

Then he indicated there are issues with VPN and specifically the Sagemcom unit.

He warm transferred me to business billing. They then proceeded to give me access to an online business account as a master admin that wasn't even my company. LOL

TLDR because I’m tired of typing, what a joke, but after a hilarious and painful 90+ minute phone call, I myself was able to get things sorted out for T-Mobile.

Rogueplayer wrote:

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 still haven't had time to call them. Hopeing for good things

 

RemoteAwesomeness wrote:

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.

One of my problems isn't device specific. With the SIM in other modems and phones one of the lines is still throttled to 0.01mbps both up and down.

I’ll report back when I finally do have time to call.