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?

HotSpotPet
Roaming Rookie
Hace 10 meses
Ola in the sky wrote:

I appreciate your thanks but I have not been nearly as lucky as you and a couple others here. I've known the cure for at least a week if not more but every TM tech I get refuses to help me find one. Meantime I'm stuck in a dangerous monsoon in LA and cannot go out searching for one until Wednesday earliest. Please wish me good Karma or pray for me- it appears this is what I need now. Thank you and very happy you got the solution!

Wish you the best luck! The rep found one for me in South Pasadena (Old Town). I would keep call them and hope one of the reps would be able to find one for you!
SmellyPillow
Roaming Rookie
Hace 10 meses
Mine started working last week, and again today is completely broken.
Ola_in_the_sky
Roaming Rookie
Hace 10 meses
HotSpotPet wrote:

Ola in the sky wrote:

I appreciate your thanks but I have not been nearly as lucky as you and a couple others here. I've known the cure for at least a week if not more but every TM tech I get refuses to help me find one. Meantime I'm stuck in a dangerous monsoon in LA and cannot go out searching for one until Wednesday earliest. Please wish me good Karma or pray for me- it appears this is what I need now. Thank you and very happy you got the solution!

Wish you the best luck! The rep found one for me in South Pasadena (Old Town). I would keep call them and hope one of the reps would be able to find one for you

Good to know, thank you!
SmellyPillow
Roaming Rookie
Hace 10 meses
If the issue I with Global Protect VPN, they are aware and are working the problem they say. I wasn't given any timing, the rep did not have any. Very frustrating since this is for work but hotspot on my phone appears to be a slower but good workaround.

Lets go T-mobile…..HELP
Matarim
Network Novice
Hace 10 meses
In case anyone was curious. Mobile Hotspot also does not work, their advice at least from the tech support was to "Reset My Devices Network" so they could "Re-align" the Lan. This is a mobile hotspot I have used to connect to my company's AnyConnect VPN for years.

It's not longer worked for the last few weeks, after debugging and trying other devices on the T-Mobile Network all failed to work. Finally was able to test on AT&T's network on the same device (IPhone 13 Pro) and my VPN connected perfectly. With any luck T-Mobile will resolve this before I get fed up enough to switch carriers. But I doubt it. Tech support I got was incompetent, wouldn't actually listen to what I was trying to say, even put me on hold when I attempted to repeat what was happening.

For any and all here, if you're running into the same issue understand that tech support likely won't resolve your issue. I refused to resent my devices network settings, I have a mountain of connections I don't want to spend attempting to reconnect to for a solution as you are likely aware won't work.
joecool5
Newbie Caller
Hace 10 meses
It had to have been something T-Mobile changed around Jan 20th time frame. I have been using T-Mobile 5GHI for about 1 year with my companies GlobalProtect VPN. Worked great until Jan 23rd when it would not hold the connection. My companies IT group has been trying to troubleshoot the problem and sometimes it seems like it is fixed but alas it only lasts for a couple of hours. Luckily I have a work around for work so not ready to scrap T-Mobile internet just yet. But this needs to get fixed.
Ola_in_the_sky
Roaming Rookie
Hace 10 meses
FINALLY…. Success! My new (white) modem arrived yesterday, worked w/ it today and I'm back in action. Incredibly grateful to my awesome Tech support Andrea. She did what no one else would and it was literally my Hail Mary attempt before moving on to another carrier.
mikeyd123
Network Novice
Hace 10 meses
I was on the phone with support and was able to get VPN working. I'm connected via ethernet and it was very hit or miss if my VPN was going to work, but was able to get some success by going into Windows settings > Network & Internet > Change adapter options > Right click on Cisco AnyConnect (or whatever name of VPN is) > Properties > Uncheck “Internet Protocol Version 6 (TCP/IPv6) > Okay. I also did the same for the “Ethernet” setting as well (so both VPN and Ethernet setting unchecked IPv6). Restart VPN application and try then. Was able to go right through for me. Hopefully this fixes my issue, and anyone else that requires VPN for their job!
4C_W
Network Novice
Hace 10 meses
For those who have issues with Palo Alto GlobalProtect, what are your issues? Is it
Global Connect does not connect. No internal website can be accessible?

Global Connect shows connected. But no internal website can be accessible?
I am situation 2.
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!