Third-Party equipment & services: Home Internet

1. File a ticket using Category: T-Mobile Home Internet and Complaint: Specific Device Issues
   1. In the description include:
      • Symptoms of the issue
      • Steps to reproduce
      • Name of app or service (if applicable)
2. Set a follow up with the customer to go over the results of the ticket. (72-hour SLA)
3. Refer to Follow up on tickets for additional details on follow ups. 

If the ticket is closed by TUPL and the resolution steps do not work, refer to Research, reopen, & escalate tickets for ticket escalation steps. 

Different Wi-Fi standards can be identified by the Wi-Fi version number, or the standard designated by the IEEE (Institute of Electrical and Electronics Engineers in the USA).

• Wi-Fi Version: The version number goes oldest to newest. Wi-Fi version 1 was released in 1999 while Wi-Fi 6 was released in 2019.
• IEEE Standard: The Wi-Fi standards are all in the series IEEE 802.11, with different standards like IEEE 802.11ac, etc.
   

T-Mobile 5G Gateways support Wi-Fi 6 or 802.11ax.

• Wi-Fi 6 was designed to support the high demands of a smart home.
  • It provides Multi-user MIMO, which creates more capacity on the Wi-Fi network as more users connect, improving individual speeds when multiple devices are accessing Wi-Fi.
• While Wi-Fi 6 is backward compatible with devices designed to connect to older Wi-Fi versions, there are some things to know.
  • Some devices designed to connect to Wi-Fi 5 or older may only connect to a 2.4GHz frequency.
  • Some really old devices designed for Wi-Fi 1 or Wi-Fi 2 may experience connection issues or not be able to connect at all.

• Support: Refer customers to computer manufacturer for help connecting or troubleshooting connection issues  Customers may need to update wireless drivers/adapters on their computers to connect to the gateway's network and/or operate properly.
• Supported connection types:
  • Wi-Fi
  • Ethernet 

• Gateways with antenna ports: T-Mobile 5G Gateway (G4AR & G4SE)
  • Third-party antennas are not compatible or supported on the T-Mobile 5G Gateway (G4AR & G4SE).
• Gateways without antenna ports: Nokia 5G Gateway, Sagemcom 5G Gateway, Arcadyan 5G Gateway, Askey LTE Gateway
  • These gateways do not have ports to attach an external antenna.
  • Note: Disassembling and manually adding antenna ports is not supported and may lead to damage fees.

• Support: Refer customers to gaming manufacturer for help connecting or troubleshooting connection issues 
  • Gaming systems and services may require advanced configurations. See Advanced Settings and Features for additional details.
  • The Nintendo Switch can’t connect if the gateway 5GHz Wi-Fi uses channel 149 or higher due to hardware limitations within the Nintendo Switch. If the customer reports a sudden disconnect from Wi-Fi on a Nintendo Switch, this may be the reason. Rebooting the Switch should resolve the issue or the customer can create a 2.4GHz network for the Switch.
  • For online gaming: Refer to online gaming section below for more information.
• Common connection types: 
  • Wi-Fi
  • Ethernet

• Support: Refer customers to the device manufacturer for help connecting.
• Network switches that connect the gateway’s ethernet port are compatible with our gateways. 

• Support: Refer customers to printer manufacturer for help connecting connecting or troubleshooting connection issues 
  • TIP: Customers may need to update printer drivers and other settings to connect to the gateway and/or operate properly.
    
• Common connection types: 
  • Wi-Fi / Ethernet
  • Wi-Fi Direct (not supported on T-Mobile gateways)
  • WPS (not supported on T-Mobile gateways) 
  • Bluetooth (not supported on T-Mobile gateways)

• Support: Refer customers to device manufacturer for help connecting or troubleshooting connection issues.
  • Common issues connecting devices can be resolved by separating the 2.4 GHz or a 5 GHz Wi-Fi networks.
    
  • Smart home devices may require advanced configurations. See Advanced Settings and Features for additional details. 
• Common connection types: 
  • Wi-Fi
  • Ethernet
  • Bluetooth (not supported on T-Mobile gateways

• Support: Refer customers to device manufacturer for help connecting or troubleshooting connection issues.
• Common connection types:
  • Wi-Fi: Some TVs and streaming devices are only compatible with a 2.4Ghz Wi-Fi network. For these devices use the T Life app to set a new 2.4Ghz Wi-Fi network.
  • Ethernet: Most smart TVs have an ethernet port. They are uncommon on streaming devices. 

• T-Mobile Home Internet service is only compatible with gateways provided by T-Mobile.
• The Home Internet SIM card will not work in gateways not provided by T-Mobile.

• Support: Refer customers to the router manufacturer for help connecting or troubleshooting connection issues 
  • TIP: Advise the customer to work with the manufacturer to ensure the router is not using the 192.168.1.xxx IP range to avoid IP conflict. 
  • The customer will see a Wi-Fi network broadcast by both the gateway and the third-party router. (May be referred to as double NAT)
    • The SSID (Wi-Fi Network) can be hidden from Wi-Fi Networks in the T-Life App.
      
• Third-party routers can be connected to a T-Mobile Gateway using the ethernet port.

Support: Refer customers to the device manufacturer for help connecting or troubleshooting connection issues

• Devices that support Wi-Fi 6 are fully compatible with our 5G Gateways. Devices that do not support Wi-Fi 6 are not guaranteed. 
  
• Since these devices create a new SSID (Wi-Fi network), the customer may need to hide the SSID (Wi-Fi Network) from the T-Mobile Internet Gateway.
  • The SSID (Wi-Fi Network) can be hidden from Wi-Fi Networks in the T-Life App.

Understanding Wi-Fi Extenders, Repeaters, and Mesh Devices

• Wi-Fi extenders, repeaters, and mesh devices connect to the T-Mobile Internet Gateway to expand coverage in more areas.
• They can be beneficial for users with large, multi-level, or uniquely shaped homes

Wi-Fi band steering detects and automatically steers devices to either a 2.4 or 5 GHz frequency band using only one Wi-Fi network.

• T-Mobile 5G Gateways are shipped to customers pre-configured to use band steering out of the box.
• It is recommended to leave the default network in its band steering configuration.
• If specific devices have issues connecting, creating a separate 2.4GHz Wi-Fi network in addition to the primary dual band network can alleviate those issues.

• Since most devices are compatible with band steering, it’s the easiest way for most users to set up and connect devices to the gateway.
• Band steering uses newer technology that’s constantly improving.

Support: If an older device cannot detect the Wi-Fi Network/SSID, try changing the WPA to WPA/WPA2. WPA settings can be managed from the T-Life App.

Wi-Fi Protected Access (WPA) is a security standard for computing devices with wireless internet connections.

• The number indicates the WPA version: WPA is 1st version, WPA2 is 2nd version, and WPA3 is third version.
  • WPA2 / WPA3 are recommended and are default on gateways.
  • WPA / WPA2 increase connected device compatibility for older devices, but it decreases Wi-Fi security.
• Each generation offers increased security features.
• Newer devices that are built to support WPA3 are backward compatible with WPA2. Older devices built to support WPA or WPA2 will not detect a Wi-Fi Network/SSID using WPA3)

Support: Refer customers who ask about AP Isolation configurations and workarounds to the affected device/app manufacturer for additional support.

AP Isolation is a feature of wireless routers that enables you to create a separate virtual network for each wireless client that is connected to a network name or SSID. This is commonly used to prevent communication between devices on the network and unwanted hacking.

• T-Mobile gateways do not have the ability to enable/disable AP isolation features.
• If a customer does want to have separate networks, advise customer to separate the SSIDs (Wi-Fi network) with unique names & passwords or establish a guest network for the gateway.

Support: Refer customers who ask about bridge mode configurations and workarounds to the affected device/app manufacturer for additional support.

• T-Mobile gateways do not have the ability to enable and disable bridge mode.
• The SSID (Wi-Fi Network) can be hidden from Wi-Fi Networks in the T-Life App.

Bridge mode is an advanced networking feature that allows you to connect and leverage two routers to work together. Bridge mode is commonly used to extend Wi-Fi coverage or access advanced settings and features that may not be available on T-Mobile branded gateways.

Support: Refer customers who ask about DMZ configurations and workarounds to the affected device/app manufacturer for additional support

A DMZ is a feature that allows only one (1) local user to be exposed to the Internet for special purposes like gaming or video conferencing.

• T-Mobile gateways do not have the ability to enable and disable DMZ.
• A DMZ can be established using a third-party router; however, we are unable to support configuration or any issues that arise as a result. If a customer connects a third-party router to the gateway, refer to Device Types and Additional Details > Third-Party Routers for additional information.

Support: Refer customers who ask about IP configurations and workarounds to the affected device/app manufacturer for additional support

A DHCP (Dynamic Host Configuration Protocol) server assigns an IP address and other network configuration parameters to each device on a network so they can communicate with other IP networks. DHCP is an industry standard for home networking.

Support: If a different MTU size is needed, the customer should work with the manufacturer, developer, or IT department of the device connecting to the gateway or service being used for alternate options.

Maximum transmission unit (MTU) is a measurement in bytes of the largest data packets that an Internet-connected device can accept.

• Adjusting the MTU size is not supported.
• The HSI MTU size is set to 1500 across all gateways.

Support: Refer customers who ask about changing NAT settings and workarounds to the affected device/app manufacturer for additional support.

TIP: Connecting equipment directly to the gateway via ethernet can sometimes resolve common NAT issues

• Network Address Translation (NAT) is the ability of a router to translate a public IP address to a private IP address and vice versa. It adds security to the network by keeping the private IP addresses hidden from the outside world.
• T-Mobile gateways do not have a dedicated IPv4 address to accept inbound connections, therefore these inbound unsolicited connections may be seen as a potential security threat causing the NAT type to become strict.

Support: Refer customers who ask about changing NAT/port forwarding settings and workarounds to the affected device/app manufacturer for additional support.

TIP: Connecting equipment directly to the gateway via ethernet can sometimes resolve common NAT issues.

There are 2 types of IP (Internet Protocol) addresses in use today on the internet: IPv4, and the newer IPv6. With IPv4 networks, port forwarding is used for advanced network configurations and sets up public services on your network such as web servers, FTP servers, e-mail servers, or other specialized Internet applications. When enabled, requests are sent to your network via the Internet and the router or gateway will forward these requests to the appropriate device in your home directly.

• Port forwarding is a technique which is specific to IPv4 and does not exist with IPv6.
• The T-Mobile Network uses the latest Internet Protocol (IPv6) for Home Internet.
• Since the T-Mobile Network does not use IPv4 for Home Internet, port forwarding with any T-Mobile Home Internet Gateway is not possible.
• Using a 3rd party router (which is connected to your T-Mobile Gateway) to open ports will not enable port forwarding, because that router exists behind T-Mobile’s network.
• T-Mobile’s Home Internet network also does not allow unsolicited inbound connections from the internet, for network and customer security reasons.
• TIP: Connecting equipment directly to the gateway via ethernet can sometimes resolve common NAT issues.
• Refer customers who ask about changing NAT/port forwarding settings and workarounds to the affected device/app manufacturer for additional support.

Support: T-Mobile Home Internet does not use or support PPPoE.

• PPPoE is a connection protocol used to manage how data is transmitted over Ethernet networks (cable networks), and it allows a single server connection to be divided between multiple clients, using Ethernet.
• Commonly used by DSL and cable providers that use a modem and hardline to connect to the internet over their network.
• PPPoE requires a username and password to connect to the internet.

Support: Refer customers who ask about QoS configurations and additional workarounds to the affected device/app manufacturer for additional support.

• T-Mobile gateways do not have the ability to enable and disable QoS.
• If customer wants to establish QoS like features, advise customer to manage connected devices or schedules of connected devices in the T-Life App.
   

QOS is a feature that allows you to prioritize the internet traffic of specific devices. This is commonly used to ensure a prioritized device is not impacted by the internet traffic of devices with less priority. (ex. prioritize gaming console over smart TV)

Support: Customers can use a third-party router to manage SIP ALG settings. However, we are unable to support configuration or any issues that arise as a result. If a customer connects a third-party router to the gateway, refer them to the router manufacturer for support

• SIP ALG is not enabled or supported on T-Mobile 5G Gateways.
• SIP ALG inspects any VoIP traffic to prevent problems caused by firewalls and if necessary, modifies the VoIP packets.

Support: Refer customers who ask about UPnP and workarounds to the affected device manufacturer for additional support.

T-Mobile gateways are enabled for UPnP. They do not have the ability to enable/disable UPnP.

Universal Plug and Play (UPnP) is a protocol that lets UPnP-enabled devices on your network automatically discover and communicate with each other, as well as create more direct channels of communication with the internet.

Support: Refer customers who ask about a WPS button to the manufacturer of the device that needs WPS, for steps connecting without WPS.

• T-Mobile gateways do not have a WPS button. 
• WPS is a button that enables you to connect devices via Wi-Fi to your router without manually inputting a password

• Customers who attempt to use gambling services that require specific (IP) location data with T-Mobile Home Internet may not have access or may have incorrect access.
• Access rules will be applied based on the IP location, not the physical location of the device.

Support: Refer customers who need additional support for online gaming to the game developer. 

• These services tend to use a lot of bandwidth on the customer's home network and may cause a delayed/slowed data experience when in use.
  • High bandwidth may impact the use of other connected devices in the home. 
• Some online gaming requires advanced settings and configurations (ex. NAT/Port forwarding, UPnP/Static IP).
  • Refer to Advanced Settings and Features for more information on NAT/Port forwarding and Static IP.
• TIP: Common gaming issues can be resolved by:
  • Changing gaming servers to a location nearest the customer.
  • Limiting usage on other devices connected to the gateway.
  • Connecting the gaming system directly to the gateway via Ethernet

Support: Refer customers who need additional support setting up or troubleshooting VOIP to the manufacturer.

VOIP is a service or device that allows customers to make and receive phone calls over the internet.

T-Mobile partnered with Ooma, to give customers a VoIP solution that’s compatible with T-Mobile Home Internet. Refer to Promotions > Home Internet Promotions to see the current VoIP offers.

• Third-Party VOIP services/devices that support IPv6 are compatible with T-Mobile Home Internet. Review Gateway Tech Specs for available connection types.
• VOIP services may be used on a variety of different devices such as a smartphone, laptop, or desktop or a VOIP phone.

Support

• Streaming services that use physical location of the device (GPS) are not impacted and are compatible with T-Mobile Home Internet.
  • Examples of streaming services that use the physical location of the device include YouTube TV and FuboTV on a phone or tablet. 
  • TIP: Common streaming location specific errors or messages can be resolved by:
    • Updating your home area or current location for the streaming app.
    • Updating your home area or current location on the streaming device.
• Streaming services that require specific location data to deliver live TV are not compatible with T-Mobile Home Internet.
  • Customers who attempt to use streaming services that require specific (IP) location data with T-Mobile Home Internet may not have or have incorrect access to local channels, broadcasts, or programs.
    • Examples of streaming services that require a specific (IP) location include Hulu Live, Sling Live TV, DirecTV Stream, and FuboTV on a browser or connected streaming device.
    • Blackout rules will be applied based on the IP location, not the physical location. This includes MLB.TV. If the customer has questions about blackouts, please refer them to the streaming provider for assistance. 
    • Refer to Advanced Settings and Features > Static IP for additional details on geolocation.
       

T-Mobile partnered with YouTube TV, which supports required location data, and will work seamlessly with T-Mobile Home Internet. Refer to Promotions > Streaming Promotions to see the current YouTube TV offers.

Support: Refer customers who need additional support for VPNs to the developer, or the customer’s IT support department.

Common VPN issues can be resolved by:

• Changing VPN servers to a location nearest the customer. 
• Limiting usage on other devices connected to the gateway.
• Lower MTU setting to 1300 on the VPN client.

A VPN is a virtual private network that protects your internet connection and privacy online. 

• These services require additional steps to manage data traffic over the network and may cause a delayed/slowed data experience when in use.
• VPNs can use up to 90% of your bandwidth (high bandwidth may impact the use of other connected devices in the home).
• VPNs that are only compatible with IPv4 may not work since T-Mobile Internet uses IPv6.
• Refer customers who need additional support for VPNs to the developer, or the customer’s IT support department.