Internet Backup plan support

Use this page for Home Internet Backup and Small Business Internet Backup plans support.

 

Orders

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Customer Care

  • If Consumer or Micro HSI customers need an ethernet cable for their G4AR automatic connection, they need to call Care/Micro Care to have it shipped at no charge. It's not available in Retail, digital, Virtual Retail, or T-Life.
  • Care/Micro Care should follow the exchanges process: Orders and exchanges > Exchanges: Gateways or accessories.
  • Atlas > Warranty Exchange > Device > blank card = ethernet cable (TBD on when card will accurately depict Ethernet cable) 
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Retail

 

  • If your retail location has G4AR CPO Gateway you can process an in-store order, if not the order will need to be processed via ship-to.
  • If customers need an ethernet cable for their G4AR automatic connection, they can call Care to have it shipped to them at no charge.
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Set up

Customers must set up their Internet Backup plan in T-Life.

  • Any data from the gateway will be throttled, even inside of T-Life, until the customer signs in with their TMOID and either enables Automatic Connection or manually turns the Backup plan on.
  • If the customer needs assistance with creating/setting up their T-Life TMOID follow the T-Life App Getting Started or T-Mobile Internet T-Life app.
  • Once the customer signs in with the TMOID associated to the Internet Backup plan line, they will see an overview of how the product works and how to use it.
    • Automatic connection: switches on when an outage is detected. A G4AR Gateway and ethernet cable is required for automatic connection.
    • Manual activation: customer controls when the Backup plan turns on or off.
  • The customer must create a different SSID Network/Wi-Fi name for the Backup plan gateway to avoid connection issues.

 

 
  1. Place your T-Mobile gateway near your primary router and follow the steps to set up the gateway.
  2. Use an ethernet cable to link your primary router to the LAN1 port on your T-Mobile gateway.
  3. Link any devices that should use Backup to T-Mobile Wi-Fi and enable auto-reconnect for each one.
  4. Select Set up automatic connection to complete setup.

 

  1. Place your T-Mobile gateway near your primary router and follow the steps to set up the gateway.
  2. Confirm automatic connection is off.
  3. Select Activate Backup Wi-Fi.
  4. Select T-Mobile Wi-Fi on each device you want to connect to Backup.
  5. Select Pause Backup Wi-Fi to turn it off and stop depleting time.

 

Manage

Customers can manage their Backup Plan using T-Life > Internet > Overview.

  • They can use any phone/cellular connection to manage their Backup plan in T-Life.
  • They must log into T-Life using the TMOID associated to the Internet Backup line.


Customer should use Automatic Connection instead of Manual mode.  In Automatic Connection mode, there is backend reporting to detect a disconnect event and usage will be paused within an hour. At this time, the same is not true for Manual mode so even if gateway is powered off, usage will continue to be counted. 

  • Customers can confirm their remaining time in the section titled Monthly usage.
  • 100 hours reset each month and do not roll over.
  • Historical usage for the past 3 months can be viewed by selecting Backup usage history.

 

 

Customers only get three 100-hour Backup passes per year (365 days from the date they use the first one) at no extra charge if they run out of time in any given month. The Backup pass expires 30 days after adding it to the account, and unused data does not rollover. No additional passes can be purchased after customer runs out of three in a given year.

  1. Select Add more time.
  2. Choose 100-hour Backup Pass for $0.00 in the Data/Time Passes section.

 

Customer support

If the customer experiences issues with the Backup functionality or connectivity issues, follow the relevant Atlas Fix Flow.

  • Gateway should be placed up high, near a window, in a central location for the best connectivity.
  • If customer is using automatic connection and cannot get a strong signal, they may need to use manual activation instead and move their gateway to a more ideal placement in the home.
  • If the issue persists, follow the Speeds BELOW 25Mpbs or signal and Registration issues Fix Flow.

  • Customers can view this information in T-Life on the Internet Overview tab. (5/22/26: customers may experience intermittent issues viewing usage) 
  • Frontline can use screenshare to view via T-Life or use Samson.
  • Samson account > Bill > Time Based Pass Session Summary > Select the Subscriber msisdn > Select 25HIPASS (100-hour Backup Plan) or V1HIPASS (100-Hour Backup Pass) > Select Date range > Select Retrieve Usage Summary.
  • If data usage does not populate:
    • Ensure both start date and end date is selected within the Date Range selector
    • On rare occurrences, closing the window and reopening will resolve any issues encountered
    • If data continues to not populate, please proceed with filing an incident ticket

  • Was automatic connection set up successfully?
    • Ethernet cable should be connected from primary ISP router to LAN1 port on the T-Mobile gateway.
    • Automatic connection should show On in T-Life.
    • Devices should be connected to T-Mobile SSID.
  • T-Mobile SSID should be different than primary ISP SSID.
  • For in-depth troubleshooting follow the Automatic Failover Did Not Start Fix Flow.

Ensure the following are in place when setting up automatic connection:

  • Ethernet cable should be connected from primary ISP router to LAN1 port on the T-Mobile gateway.
  • Devices should be connected to T-Mobile SSID.
  • T-Mobile SSID should be different than primary ISP SSID.
  • Once connected successfully, customer should see Automatic connection is on message and automatic connection should show On.

Frontline can utilize Samson to:

  • Confirm the time remaining on Backup plan and see if it is activated or paused
  • Add or remove extra 100-hour Backup pass
  • Start or stop subscription or Backup pass
  • See Backup plan or Backup pass session history