Plan changes: Home Internet

Learn about Home Internet plan changes and the processes to complete a plan change.

Overview

Plan eligibility is determined by T-Mobile network coverage and capacity in the area and at the household level, by the broadband address. For more information on how eligibility is determined see Requests and eligibility: Home Internet.

  • In some cases, customers will show ineligible for both unlimited and Lite plans because we can’t sell Home Internet due to regulatory restrictions in their area (San Juan Islands, Alaska, Puerto Rico, portions of North Dakota, etc.), current contracts or embargos are in place, the address type is ineligible (like a PO Box), or there is no coverage.
  • Customers can join our wait list and will be notified when our unlimited service is available in their area.
  • Do not disconnect service to upgrade plans once eligible. Follow the plan change scenarios below.

 

young woman working outdoors on home terrace sitting relaxed with dog
Young mother and smiling daughter playing on digital tablet at home

Since Home Internet eligibility at the broadband address changes over time, a line may be on an unlimited plan when the area is no longer eligible for unlimited. If the customer:

  • Is not changing addresses, you don't need to check eligibility again if the customer is moving from an unlimited plan to another unlimited plan.
  • Is changing addresses or changing from a Lite plan to an unlimited plan, you must check eligibility first.
  • Is already on an unlimited plan and the address no longer qualifies for unlimited, the plan should not be changed to Lite unless there is an account change that would forfeit unlimited eligibility. See Unlimited to Lite plan change scenario below.

Plan change scenarios

Downgrades: customers do not need to exchange/return their gateway.

Upgrades: only exchange the device if the customer does not have a G4AR/G4SE or G5AR/G5SE gateway. The gateway listed on each rate plan page is for new activations only.

On demand requests to swap from a 5G gateway to a different 5G gateway are not supported. Do not cancel the line and create a new one to get a newer gateway.

Two T-Mobile employees sit together while looking at a tablet
.promocard .card--promo .cardPromo .card__content[data-guid="promocard-6fa935a1f4"] { --card--va: stretch; --card--ha: flex-start; --card--text-align: inherit; } @media (max-width: 767px){ .promocard .card--promo .cardPromo .card__content[data-guid="promocard-6fa935a1f4"] ul,.promocard .card--promo .cardPromo .card__content[data-guid="promocard-6fa935a1f4"] ol{ } } @media (min-width: 768px){ .promocard .card--promo .cardPromo .card__content[data-guid="promocard-6fa935a1f4"] { --card--va: stretch; --card--ha: flex-start; --card--text-align: inherit; } .promocard .card--promo .cardPromo .card__content[data-guid="promocard-6fa935a1f4"] ul,.promocard .card--promo .cardPromo .card__content[data-guid="promocard-6fa935a1f4"] ol{ }
[data-bg="promocard-6fa935a1f4-bg"] { --bg--size: cover; --bg--position: center; --bg--repeat: no-repeat; } @media (min-width: 768px){ [data-bg="promocard-6fa935a1f4-bg"] { --bg--position: center; } } @media (min-width: 1024px){ [data-bg="promocard-6fa935a1f4-bg"] { --bg--position: center; } }

Scenarios

.promocard .cmp-modal[data-guid="promocard-6fa935a1f4-modal"] { @media (min-width: 768px){ } }

  • Care is unable to process a gateway upgrade other than in the Warranty Exchange flow. If special upgrade campaigns are actively running, Care can support within the Warranty Exchange flow.
  • If eligible to upgrade or exchange, the correct replacement gateway will present in the sales flow.
  • Exceptions:
    • G5SE: As of March 18, 2026, only some Retail locations have the G5SE in stock. If a customer is in Retail for a warranty exchange, they will get a G5AR.
    • Askey and Nokia upgrade campaigns started October 7, 2025 and continue in 2026.
Current gatewayReplacement gatewayMust visit retail for exchange?Exchange directions
Gen 3 Gateways: Askey, Nokia, Arcadyan KVD21, Sagemcomm FAST 5688Per the exchange flow in each channel, the preferred device will be presented.Only if Care Warranty Exchange path does not support.

Standard exchange or warranty exchange when enabled.

In Retail, if preferred device(s) are not in stock, use ship-to order.

Gen 4 Gateways: G4AR/G4SE
Gen 5 Gateway: G5AR
Gen 5 Gateway: G5SEPer the exchange flow in each channel, the preferred device will be presented.Only if Care Warranty Exchange path does not support.

Until this device is more widely available, exchanges will likely be to the G5AR. 

Current meshReplacement meshChannel for exchangeExchange directions
Mesh Wi-Fi extender (V1)Mesh Wi-Fi extender (V2)Retail only

The customer must first return the mesh Wi-Fi extender to a Retail store.

Retail should:

  1. Follow the Exchange/Return $0 receipt process to accept the mesh Wi-Fi extender (V1) for return.
  2. Then process a stand-alone transaction for the new mesh Wi-Fi extender (V2) (serialized) using the DASH purchase flow.
Mesh Wi-Fi extender (V2)Mesh Wi-Fi extender (V2)Retail or Care
Regular exchange flow, like for like

  1. Update the customer's broadband address in Atlas.
    1. Select the Troubleshooting tab in Atlas and select the Device view.
    2. Select Edit this address next to the Broadband Address in the Support section.
    3. Enter the address where the customer is currently using the service within the expanded window and select Validate.
    4. Accept or Deny any USPS Address suggestions and select Update Address.
  2. Update customer's e911 and PPU address after updating their broadband address.
  3. Use Rate plan change: Atlas to select a new plan.

An unlimited to Lite plan change should only happen when the customer requests an account change that forfeits unlimited plan eligibility. Refer to the following documents for more information:

Retired unlimited plan SOC to current unlimited plan SOC

  • Some Home Internet offers require a current plan.
  • If the line is on a retired unlimited plan SOC and needs a current unlimited plan SOC to qualify for the discount, escalate the request.
  • Escalations see: Home Internet Escalations: CEC-TM.

 

Tax Migrations

  • The Home Internet plan SOC must match the tax treatment of the other lines on the account (TE or TI).
  • When the tax treatment is changed a new Home Internet plan SOC must be selected.
  • If the line was previously on an unlimited plan and the broadband address is no longer eligible for unlimited, complete the change by selecting a Lite plan, then escalate to change the plan to unlimited.
  • Escalations see: Home Internet Escalations: CEC-TM.