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?

Jaycam
Newbie Caller
Hace 10 meses
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?
HotSpotPet
Roaming Rookie
Hace 10 meses
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.
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.

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.
Gambit765
Network Novice
Hace 10 meses
I think this issue is now resolved. I can use Cisco AnyConnect now.
chris_number9
Network Novice
Hace 10 meses
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).
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
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?
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.
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.
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.