Common T-Fiber problems

Common problems

• Internet not working: Loose cable, fiber line fault or router issue

  Means

  T-Mobile Fiber says a dead connection usually comes from a loose or damaged cable, a fault on the fiber line (shown by the PON light), or the router. A VPN or firewall on your device can also block access.

  First step

  Check that the router's power cable and other cables are firmly connected. All steps

• Slow speeds: Loose cables or a router that needs a reboot

  Means

  T-Mobile Fiber links slow speeds to loose or damaged cables and to a router that needs a restart. It asks you to measure the speed with the app's test first.

  First step

  Check that the router has power and the cables are not loose or damaged. All steps

• Router light is red: Router can't get an internet connection

  Means

  On the Calix routers T-Mobile Fiber uses, a flashing red light means the router can't get an internet connection. A PON light that is red or off means there is a problem on the fiber line itself.

  First step

  Check the WAN cable between the router and the ONT. All steps

• Can't sign in: T-Mobile ID password or email conflict

  Means

  T-Mobile Fiber accounts use a T-Mobile ID. Sign-in can fail when the email was already used for an older T-Mobile ID, such as a past prepaid line, and T-Mobile allows only 5 login attempts in 24 hours.

  First step

  Type the T-Mobile web address yourself instead of opening a bookmark. All steps

• Device won't connect: Device or router needs a restart

  Means

  When one device can't get online but others can, T-Mobile Fiber suggests checking whether the router can see that device, then restarting the device and the router.

  First step

  Turn WiFi off and back on on the device, then restart the device if that does not help. All steps