Forum Discussion
new 5g gateway won't connect to the internet
Just got my new gateway to replace the 4g one I've had since June.
After setting it up, the app shows that it is connected to the internet, but I have no connection. Tried my phone and laptop. Both connect to the router but have no internet access.
Of course, t mobile support has a 3+ hour wait! So I'm hoping that someone here might have a tip.
I've tried restarting it, even doing a factory reset (twice) and no luck.
The display on the gateway device itself shows a strong connection.
I am having the same issue. It’s a new 5G Gateway (white). How can I activate the SIM card?
Took me 4 Attempts to get a Gateway 5G that worked longer than a week. Meaning it took nearly 5 weeks to get connected for more than a few days. Bring it back to the store, hook up new one, fails in a week. Took it back to the store. Worked a few days. Took back to the store. Arranged with TMobile to send me their very first 5G model after 4 hours phone calls. Received it at my home and bingo. The tower was directly across the street in a Chruch Parking Lot. Maybe 300 feet from me. Then /I moved 3 miles and the closes tower was 2 miles away and service would be good but not great then weak then back to good several times an hour. In the evenings some times it would not hardly connect until 10pm or so.
Even though the tower I can't get internet connected is only 2 miles away and the tower that works OK is 11 miles away, I found that if I get close (1/2 miles away) to the tower without internet connection, it then works great. Both towers ALWAYS show they have internet access. I don't understand.
App shows I have internet but no device can connect to the internet. They show connected - no internet when at same time T-Mobile internet app shows that gateway is connected to internet.
On a weaker tower at 11 miles away, everything works as it should. Just a bad, slow, link.
OMG! I am having the same problem.
Been waiting now for 2 and a half hours! Let me know if you found a solution.
Same behavior on my side. Baffling that they would ship it w/o activating it. Jumping on hold with tech support now to get it activated.
Thanks to you both for your posts.Following up here. It was an issue of requiring the SIM to be activated, which I couldn’t do through their web page since it was a new line.
1.5 hours on hold to get in to support to get the SIM activated tonight. Yikes!
I am also seeing no significant improvement in speeds over the 4G gateway that it replaced, and the speeds are lower than what I see on my 5G phone. Hopefully that will improve over time.
same issue, the new sim needs to be activated by them. Would have been nice if they stated that. Getting the run around now from ‘support’ on my speed. 50mb down. Same I was getting with the 4G LTE
Did you try the SIM in the old gateway in the replacement just to make sure it was that while you waited on Support? At least then, you would be eliminating the possibility that it might not be that before getting through to Support.
I suspect that the SIM isn’t activated on the network. But t-mobile isn’t making it easy to activate it since it is replacing an existing gateway. I’ll update tomorrow night when I’m next home...
