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T-Mobile 5G Gateway User Guide
Troubleshooting
No Internet
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Verify device is powered on with LCD screen
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Check SIM card is present and seated correctly
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Try placing the gateway in a different location
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Try factory reset
No Signal
This LCD alert indicates there is no network signal, which could mean local cellular equipment is
down for any number of reasons, or the gateway may need to be re- positioned.
If the connection does not improve in a reasonable amount of time, you can contact T- Mobile
customer service or refer to the section
“Manual Setup: Identify An Ideal Location”
.
Prevent Overheating
Avoid prolonged exposure to the direct sunlight, particular in warm climates.
Also, make sure that obstacles never obstruct airflow vents on the top or bottom of the gateway’s
enclosure. Allow at least 100mm/4in clearance on all sides of the enclosure. Ensure the gateway is
at least 3 feet from baseboard heaters.
If the gateway feels hot to touch, unplug it immediately and let the device cool before plugging it in
again.
T-Mobile 5G Gateway Does Not Start
If the gateway does not start up, verify the provided power adapter is connected to a working outlet
and plugged into the power USB-C port on the gateway. If the gateway is connected to an outlet
and power still does not start, contact T-Mobile technical support.
Poor Internet Experience
If you feel your overall internet experience is poor, try repositioning the gateway; refer to the section
“Manual Setup: Identify An Ideal Location”
Forget Your Admin Password?
If you configure a custom admin password and forget it, use the password reset function found
within the T-Mobile Internet mobile app to reset the password to factory default.
