Frequently Asked Questions (FAQ) | T-Mobile 5G Home Internet (2024)

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Answers to popular questions about T-Mobile home internet speed, costs, setting up and ways to get help. If you need more info, here are ways to reach us.

Sales 1-844-839-5057
Support 1-844-275-9310

Online Support

General

    • It’s affordable internet service that lets you do it all with taxes and fees included for qualified accounts, no annual contract, and no equipment fees.
    • T-Mobile Internet service is powered by America’s largest 5G network in locations we determine will receive a great internet experience.
    • You receive service through a 5G Gateway device (which combines the capabilities of a router and a modem), the Gateway device then converts the 5G signal to Wi-Fi, and provides a Wi-Fi signal.
    • Easy, self-installation.
  • Eligibility is determined by the service address. Address eligibility is based off network capacity, which is expanding all the time, but can also change as more customers join T-Mobile. New and existing T-Mobile customers can check availability here.

    • Home Internet and Home Internet Plus must have a service address that is eligible for unlimited service. These plans are eligible for use at only the approved address.
    • Home Internet Lite must have a service address eligible for Lite plans. Home Internet Lite plans activated starting May 9, 2024 may only be used at the approved address.
    • Away must have an eligible physical service address to get started. Once activated, Away plans may be used anywhere on the T-Mobile network but should not be used primarily in a single location.
  • For more information about Price Lock, see additional FAQs here.

  • Yes, you can get a discount when you bundle new Home Internet or Home Internet Plus with T-Mobile voice service. For more information on our plans and discounts, visit our Home Internet Plans page.

  • We don’t offer tiered pricing based on speeds at this time. Customers receive the best speeds available from the service at their location. As better speeds are available, customers will automatically experience them, at no additional cost. During congestion, Internet customers may notice speeds slower than customers using other T-Mobile services and further reduction if using >1.2TB/mo., due to data prioritization.

  • Great news! T-Mobile has the Internet access solutions that you need to keep your business and your employees connected and productive. Click hereto learn more about business-grade internet connectivity for your remote workers and your business.

  • You can use your Home Internet for all the homework, streaming, and video conferencing you need! But to ensure that our network is available for all customers, there are some restrictions on activities that can damage or disproportionately congest the network. For example, Home Internet is not intended for unattended use, automatic data feeds, automated machine-to-machine connections, or uses that automatically consume unreasonable amounts of available network capacity. In addition, many T-Mobile Internet products are intended to be used in a fixed location, and use at a location other than one we’ve approved is not permitted. Please see T-Mobile's Terms and Conditionsfor prohibited uses.

  • Yes, give us a call at 1-877-373-0347 prior to moving to confirm that your new address is eligible for service and set up a change of address.

    For more information about moving your T-Mobile Internet service click here.

Plans

    • It’s affordable home internet service that lets you do it all with taxes and fees included for qualified accounts, no annual contract, and no equipment fees.
    • T-Mobile 5G Home Internet service is powered by America’s largest 5G network in locations we determine will receive a great internet experience.
    • You receive service through a 5G Gateway device (which combines the capabilities of a router and a modem), the Gateway device then converts the 5G signal to Wi-Fi, and provides a Wi-Fi signal accessible by all the devices in your home.
    • Easy, self-installation – set up in as little as 15 minutes.
  • Home Internet Plus is a one-stop solution that gives you a comprehensive home Wi-Fi experience, including all the features of Home Internet, plus expanded Wi-Fi coverage throughout the home with a Wi-Fi Mesh Access Point and Assurant Personal TechPro support for connected home devices such as Smart TV, video doorbell, laptop, and more.

    • Do it all with taxes and fees included for qualified accounts, no annual contract, easy self-installation, and no equipment fees.
    • Home Internet Plus is powered by America’s largest 5G networkin locations we determine will receive a great internet experience.
    • You receive service through a 5G Gateway device (which combines the capabilities of a router and a modem), the Gateway device then converts the 5G signal to Wi-Fi, and provides a Wi-Fi signal accessible by the devices in your home.
    • T-Mobile’s Wi-Fi Mesh Access Point can cover more of your home and even outdoors with strong, consistent, reliable Wi-Fi performance, giving you more flexibility to work, stream, and play.
    • Stay tech stress free for all of your connected home device needs, with a 24-hour US based tech experts that you can call, text and video.
  • T-Mobile 5G Home Internet and Home Internet Plus customers receive consistent speeds of at least 25 Mbps and see typical download speeds between 72 – 245 Mbps, which is great speed for streaming video, surfing the web, working from home and most types of online gaming. Typical upload speeds are between 15 – 31 Mbps. 25% of our customers see speeds below and 25% see speeds above these ranges.

    T-Mobile 5G Home Internet is delivered via 5G cellular network and speeds vary due to factors affecting cellular networks. Our speed projections are based on our analysis of internal and third-party data for eligible customers. See T-Mobile.com/OpenInternetfor more information.

  • Assurant Personal TechPro provides unlimited live U.S.-based tech support and assistance for a variety of smart connected devices in the home — from setup to computer virus removal, to everyday usage, T-Mobile 5G Home Internet Plus customers get 24/7 access to Personal TechPro through the PocketGeek® Home app.

    Download Android App here

    Download iOS App here

    • Get help across various device setup stages and types of everyday tech usage challenges - Personal TechPro will help with set up, sync, troubleshooting, PC virus removal, backup photos, streaming app account setup, and more
    • Available for a large range of smart devices in your home - wide range of device support coverage, including thousands of device-specific self-help tips, covering a variety of brands, models and product categories (TVs, gaming consoles, washing machines, doorbells, thermostats, indoor cameras, small appliances, computers etc.)
    • Unlimited access, any time you want it - 24 hours a day, 7 days a week support hours, 363 days a year (closed on Christmas and Thanksgiving only)
    • Get support in a way that result in faster solutions, in a way that you prefer to communicate in - Tap to call and tap to chat with a real person, with optional screen and camera sharing support
    • Highly skilled experts that provide fast and proven service – Personal TechPro has over 98% resolution rate, calls answered in 15 seconds or less and tech challenges solved in an average of 15 minutes or less, with greater than 97% customer satisfaction rate
    • Away is beyond the home Wi-Fi designed to give you powerful and flexible internet that can be used on the go, anywhere on T-Mobile’s network. Perfect for long term RVers, seasonal travelers, digital nomads and other frequent travelers.
    • It comes with a 5G Gateway included, and unlimited data is available so you get the freedom and flexibility of Wi-Fi on the go without equipment charges. Set up is easy with self-installation, so you can go from box to browsing in 15 minutes or less.
  • T-Mobile Home Internet Lite provides internet connectivity for millions of homes that aren’t yet eligible for our unlimited 5G Home Internet service. Starting at 100GB of data per month, Home Internet Lite provides many of the same great benefits as our unlimited Home Internet plan – including no annual contracts or extra equipment fees, and simple setup in under 15 minutes. Because Home Internet Lite uses the same 5G Gateway, once your address is approved for our unlimited Home Internet plan, you can seamlessly upgrade to unlimited. That is what we call a win-win.

  • Once you use your monthly allotment of data, you will experience reduced speeds (128kbps) for the remainder of your billing cycle. You can add more data at any time via the myTMO app, online at myTMO.com, or calling customer Care (1-800-937-8997).

  • Away internet can be used anywhere on T-Mobile’s network so speeds can vary depending on your location.

  • No, monthly data cannot be carried over.

Test Drive

  • New and existing T-Mobile customers activating Home Internet on a qualifying plan are eligible to receive their money back via a onetime bill credit if they choose to schedule cancellation of service within the first 15 days of activation.

  • Your 15 Days starts the day you activate and bring home your device from a retail store or once you receive a notification that your 5G gateway has shipped.

  • Any customer who activates T-Mobile Home Internet or Small Business Internet on a qualifying plan within the promotional window and schedules cancellation of service within the first 15 days of activation will qualify for Test Drive.

  • Yes, you will need to return the gateway after you cancel your service, or you will be charged a non-return fee to your bill that is not eligible for any money back adjustment. Equipment Non-Return Fees are not part of Test Drive. These will be handled in the same way they would without Test Drive and are not eligible for a money back adjustment.

  • At the time cancellation is scheduled, a one time bill credit will be applied to your account to zero out any T-Mobile Internet service charges on your bill. If there is a credit balance on the account because a payment was made before the one time bill credit was applied, the credit balance will be proactively paid out after 30 days via a Prepaid MasterCard from North Lane to the billing address on file.

  • The T-Mobile Network Test Drive allows non-T-Mobile customers to try T-Mobile's network for up to 30 days with their own phone, phone number and apps from another carrier. While the T-Mobile Internet Test drive allows Non-T-Mobile customers and existing T-Mobile customers to try out T-Mobile Home Internet or Small Business Internet service for 15 days after activation worry-free. If T-Mobile Internet is not right for you, cancel within the first 15 days for a full refund.

Signing Up

    • Check availability for 5G Home Internet or 5G Home Internet Plus at your address at www.t-mobile.com/isp and choose the best plan for you to sign up.
  • We are working aggressively to expand T-Mobile 5G Home Internet to more people, but don't have specific dates by location. If you are on our waiting list, we will let you know as soon as the service is available to you!

    • Sometimes, if you're the primary account holder on an existing T-Mobile account, we'll send you an invitation when another location on your account is eligible. In this situation, you might get a "waiting list" message if you try to check availability for your own address.
    • T-Mobile Home Internet invitations for existing T-Mobile accounts are tied to a specific phone number, so if the correct phone number is not entered on the form, you'll get that response even if you received an invite.
    • You can re-try using a different phone number on your account or call our dedicated Customer Care team at1-844-275-9310 to help.
  • If you have placed an order for a device and have not received it yet, you can check your order statushere.

  • A T-Mobile ID is a credential that links the services you use with T-Mobile, including Home Internet. With a T-Mobile ID and password, you can log into My T-Mobile to pay your bill, set up and manage AutoPay, and more.
    Home Internet customers can create a T-Mobile ID by signing up hereusing the email address you used at time of sale.
    Note: Home Internet customers that did not provide an email address for service notifications and receive a paper bill will need to call 844-275-9310 to provide their email address in order to register for T-Mobile ID.

  • We're working to expand T-Mobile Home Internet service to more and more people over time-we appreciate your patience! As soon as we're ready for you, we'll let you know!

  • T-Mobile Fiber delivers home broadband service over fiber-optic lines to select locations, using fiber providers’ fiber-optic networks. For more information on T-Mobile Fiber, visit T-MobileFiber.com.

  • We’re excited to bring our T-Mobile customers in select locations another option for home broadband. When you preorder today we are offering 30 days on us for new 1 GB T-Mobile Fiber customers. For more information on T-Mobile Fiber, visit T-MobileFiber.com.

  • HomeInternet Lite are plans with data buckets of either 100 GB or 150GB per month while 5G Home Internet is an unlimited plan. If you start on a Lite plan, simply signup for the Waitlist to be notified once your address qualifies for the unlimited 5G Home Internet plan.

  • If you start on a Lite plan, simply signup for the Waitlist to be notified once your address qualifies for the unlimited 5G Home Internet plan.

Home Internet Backup

  • T-Mobile’s Home Internet Backup plan is an affordable, reliable solution to keep cable or fiber customers connected during outages from their primary internet service provider. It comes with 130GB of data a month - enough to keep a typical household connected with Wi-Fi for up to 7 days in case your primary internet service goes down.

  • Home Internet Backup is for people with an existing primary internet provider who need a backup connectivity solution for when their primary internet provider has an outage or connectivity goes down.

  • Home Internet Backup comes with a 5G Gateway included and takes just minutes to install. Keep your gateway plugged in and when your primary internet connection goes out, simply switch your devices over to your Home Internet Backup Wi-Fi connection to stay online until your primary provider is back up and running.

  • Home Internet Backup gives 130 GB of data – enough to keep a typical household connected for up to 7 days a month – and a 5G gateway included for $30 per month with AutoPay.

  • Once you use your 130 GB of monthly full speed data, you’ll stay connected at speeds of up to 600 kbps until your plan resets on the first day of your next billing cycle. Home Internet Backup is intended for use only as a backup in the event of a separate, primary internet provider outage.

  • You can check your data usage at any time in your MyT-Mobile Account.

  • No, unused data can’t be carried over to the next month.

  • You will receive notifications to your Internet gateway at 80% and 100% of full-speed data usage. You can also easily check your data usage any time in your MyT-Mobile Account.

    If you’re an Internet only customer, a second notification will be sent via email, so we recommend having an email attached to your account to receive data usage notifications.

    Additionally, if you have a T-Mobile Voice line, you’ll also receive an SMS message letting you know how much data you’ve used for the month.

  • You can upgrade your Home Internet Backup plan to a T-Mobile 5G Home Internet plan by calling Customer Care. Check to see if T-Mobile 5G Home Internet is available at your home here - https://www.t-mobile.com/home-internet/eligibility

  • Your data will reset on the first day of your new billing cycle.

  • No problem! The gateway can stay plugged in and on, and data will only be used if devices are connected to the Home Internet Backup Wi-Fi, so check to make sure you have disconnected them until an outage occurs. Home Internet Backup is intended for use only as a backup in the event of a separate, primary internet provider outage.

Promotional Rebates

  • 1. Visit https://www.promotions.t-mobile.com within 30 days of activating your new line
    2. You will log in to the promotion site to redeem your Virtual Prepaid Card using your T-Mobile online account credentials

    • For help with your T-Mobile account credentials, visit https://www.t-mobile.com/support/account/set-up-and-manage-your-t-mobile-id.
    • If your account only has a Home Internet line of service, you can find your assigned billing phone number on your bill under “Connected Devices.”

    3. Enter all required information, including the submission promotional code: 240168
    4. Eligible customers will receive the Virtual Prepaid Mastercard in 12 weeks. This card can only be used at T-Mobile, including online at T-Mobile.com, over the phone with T-Mobile Customer Care, or in-person at any T-Mobile retail store

  • 1. Visit https://www.promotions.t-mobile.com within 30 days of activating your new line
    2. You will log in to the promotion site using your T-Mobile online account credentials

    • For help with your T-Mobile account credentials, visit https://www.t-mobile.com/support/account/set-up-and-manage-your-t-mobile-id
    • If your account only has a Home Internet line of service, you can find your assigned billing phone number on your bill under “Connected Devices.”

    3. Enter all required information, including submission Promotion Code: 24BLINK

    • You must use a valid email address to receive your unique, one-time use Amazon promo code

    4. Follow these step-by-step instructions to order your FREE Blink smart security package.

    • Receive your unique, one-time use Amazon promo code and redemption link via email up to 12 weeksfrom submission. Place your order now to avoid the code expiring
    • Click the link from your email to go to Amazon
    • Login or create a new account (Prime not required)
    • Add the Blink Outdoor 4 + Blink Mini Pan-Tilt Camera package to cart (do not add components separately or add any other items to the cart)
    • Copy and paste unique Amazon promo code in the payment method, then select apply for discount and free shipping and place your order
    • Note: Once Amazon promo code is applied, it can not be used for another account and will expire if you exit the cart
  • 1. Visit https://www.promotions.t-mobile.com within 30 days of activating your new line
    2. You will log in to the promotion site to redeem your Virtual Prepaid Card using your T-Mobile online account credentials

    • For help with your T-Mobile account credentials, visit https://www.t-mobile.com/support/account/set-up-and-manage-your-t-mobile-id.
    • If your account only has a Home Internet line of service, you can find your assigned billing phone number on your bill under “Connected Devices.”

    3. Enter all required information, including the submission promotional code: 240097
    4. Eligible customers will receive the Virtual Prepaid Mastercard in 12 weeks. This card can only be used at T-Mobile, including online at T-Mobile.com, over the phone with T-Mobile Customer Care, or in-person at any T-Mobile retail store

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Frequently Asked Questions (FAQ) | T-Mobile 5G Home Internet (2024)

FAQs

Why is my T-Mobile 5G home internet so slow? ›

Your T-Mobile 5G Home Internet may be slow if the incoming internet signal isn't strong enough. You can see your gateway's signal strength using the meter on the gateway's LCD screen or within the T-Mobile Internet app. Good internet gateway placement is crucial with 5G internet services like T-Mobile's.

What is the downside of T-Mobile internet? ›

What is the downside of T-Mobile Internet? T-Mobile speeds only go up to 245 Mbps and you may experience the internet slowing down temporarily depending on network congestion.

How many devices can T-Mobile 5G home internet handle? ›

T-Mobile's internet gateway can connect up to 64 devices to your T-Mobile home internet connection.

Is T-Mobile internet fast enough for streaming? ›

T-Mobile 5G Home Internet and Home Internet Plus customers receive consistent speeds of at least 25 Mbps and see typical download speeds between 72 – 245 Mbps, which is great speed for streaming video, surfing the web, working from home and most types of online gaming.

How can I make my T-Mobile 5G gateway faster? ›

Move your gateway to a location with stronger signal. Check that you have a strong Wi-Fi connection. Limit usage on unnecessary devices.

How to improve 5G home internet? ›

Practical tips for improving your 5G home internet connection
  1. Check your devices' compatibility. ...
  2. Reposition your router. ...
  3. Invest in a signal booster. ...
  4. Reduce your device load. ...
  5. Monitor and manage bandwidth. ...
  6. Use a VPN. ...
  7. Make your home network more secure.
Jan 25, 2024

Does bad weather affect T-Mobile Internet? ›

Additionally, snow or ice accumulation on the satellite dish could impact service. Internet signals from T-Mobile Home Internet have a shorter distance to travel and are far less susceptible to service disruptions during bouts of bad weather.

Is T-Mobile home internet good for rural areas? ›

Best Rural Internet Providers of 2024. T-Mobile Home Internet tops our list as the best internet provider for rural areas. The company combines competitive guaranteed pricing with simple plan options without added equipment charges or data caps.

Why is my Mobile internet so poor? ›

Auto-updates and background data usage can significantly consume your bandwidth, leading to slower internet speeds. When apps run in the background or download updates, they can deplete your data allowance and negatively impact your phone's performance.

Where is the best place to put T-Mobile Home internet? ›

Find a spot for the gateway in your home. Ideally, this is near a window, not too far from your furthest Wi-Fi devices, and away from appliances that could interfere with the signal. Connect the gateway's power cable to its Power port. Plug the other end of the power cable into a grounded electrical outlet.

Is T-Mobile's 5G internet Unlimited? ›

Sign up for a T-Mobile Home Internet plan today. All of our unlimited Home Internet plans include these great benefits: 5G Wi-Fi Gateway device included. No annual contract.

Do I need a firewall for T-Mobile Home internet? ›

Firewall. T-Mobile Home Internet only provides connectivity and does not have firewall software installed. To protect your equipment, refer to a firewall software provider to purchase and install.

Why is my T-Mobile internet so bad? ›

Slow Internet: On your T-Mobile account, check that you haven't used all of your high-speed data bucket. Refer to Data speeds for more information. If you used 50 GB of data this bill cycle, you're subject to lower network prioritization during times of local congestion.

Can you stream TV with T-Mobile home internet? ›

Streaming services that rely on IP address for specific location data to deliver live TV are not compatible with T-Mobile Home Internet. This includes Hulu Live and Sling Live TV.

Do I need a router with T-Mobile Home internet? ›

Depending on your internet service provider (ISP), you might have an individual modem and router or a gateway device. T-Mobile Home Internet customers, for example, utilize a wireless 5G Gateway device in tandem with the next generation of Wi-Fi technology (Wi-Fi 6 ) to stay connected at home.

Why is my 5G internet so slow? ›

Update Software. Outdated software can slow down your 5G connection. Check for updates in Settings > General > Software Update. Download and install any updates available to optimise your device and boost internet speed.

How to fix T-Mobile 5G internet? ›

T-Mobile Internet app issues
  1. Check for app updates in the Google Play store or Apple App store.
  2. Make sure the gateway is securely plugged in and powered on.
  3. Check that your device is connected to the gateway's Wi-Fi network. ...
  4. Turn off your gateway for a few seconds, then turn it back on.

How do I fix slow 5G data? ›

Force close apps. If you have a lot of apps open in the background, they can be using up your data and slowing down your connection. To force close apps, open the App Switcher (double-click the home button on an iPhone or swipe up from the bottom of the screen on an Android phone).

Why is my Mobile internet so slow all of a sudden? ›

Auto-updates and background data usage can significantly consume your bandwidth, leading to slower internet speeds. When apps run in the background or download updates, they can deplete your data allowance and negatively impact your phone's performance.

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