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HotSpot® Troubleshooting
What do I need to access T-Mobile HotSpot Wi-Fi service? ›
How do I connect to the T-Mobile HotSpot Network? ›
What do I do if I receive the following error message: "Page cannot be displayed"? ›
I have forgotten my T-Mobile HotSpot log in information. How do I retrieve or reset my username or password? ›
I have HotSpot service through my T-Mobile phone's data plan. How do I log in? ›
How do I log off from T-Mobile HotSpot service? ›
What operating systems are currently compatible with T-Mobile HotSpot service? ›
Can I connect to T-Mobile HotSpot using a Macintosh computer? ›
How to log into your T-Mobile HotSpot account using 802.1x authentication. ›
When trying to load the T-Mobile HotSpot log in page, my Internet browser displays a displays a 500 or 501 error. ›
How do I connect my Sony PSP at a T-Mobile HotSpot location? ›
How do I set up or configure Outlook 2007 to send e-mail when connected to a T-Mobile Hotspot? ›

What do I need to access T-Mobile HotSpot Wi-Fi service?

To access the T-Mobile HotSpot Wi-Fi service, you will need the following:
  • A laptop or handheld device with Wi-Fi 802.11b/g wireless capability.
  • A standard Internet-ready browser on any operating system. Common browsers include Internet Explorer, Mozilla Firefox, Safari, and Google Chrome. No additional software is required.
  • A T-Mobile HotSpot service plan. To view available service plans, go to T-Mobile HotSpot Services.
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How do I connect to the T-Mobile HotSpot Network?

There are different ways to connect to the T-Mobile HotSpot Network:

If you are at Dallas Fort Worth International Airport, Los Angeles International Airport, San Francisco International Airport, a Hyatt Hotel & Resort, Red Roof Inn, Sofitel and Novotel Hotel, an airline club of American®, Delta, United®, and US Airways®, or other selected airports, then perform the following steps:
1. Select the T-Mobile HotSpot wireless network (t-mobile).
2. Launch the Web browser.
3. Enter your username and password.
NOTE: If you do not have a username and password you can signup today or you can signup once you launch your Web browser at one of the above venues.
If you are at a Starbucks, Barnes & Noble Bookstore, or certain other airport locations, then perform the following steps:
1. Verify that you have a T-Mobile HotSpot account before you visit. If you do not have an account you can signup today.
2. Once you are at one of these locations, select the wireless network of T-Mobile HotSpot Network partner.
3. Launch your Web browser.
4. From the drop-down menu, select T-Mobile HotSpot.
5. Enter your username and password and you will be connected to T-Mobile HotSpot.
Remember, there are no additional charges if you are connected at one of these locations.
If you are at one of T-Mobile HotSpot’s international or domestic roaming partner locations, then perform the following steps:
1. Verify that you have a T-Mobile HotSpot subscription account before you visit. If you do not have an subscription you can signup today.
2. Once you are at one of these locations, select the wireless network of T-Mobile HotSpot roaming partner.
3. Launch your Web browser.
4. From the roaming drop-down menu, select T-Mobile HotSpot or T-Mobile US.
5. Enter your username and password and you will be connected to T-Mobile HotSpot.
NOTE: Additional charges apply at all T-Mobile HotSpot roaming locations.
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What do I do if I receive the following error message: "Page cannot be displayed"?

Check to see if you have a secured service (ie., https://) set as your default home page. If the answer is yes, then change it to any public Web page address, such as www.google.com. This change should correct the problem. If it does not, please contact Customer Service.
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I have forgotten my T-Mobile HotSpot log in information. How do I retrieve or reset my User Name or password?

To retrieve or reset your log in information, go to T-Mobile HotSpot Customer connection center.
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I have HotSpot service through my T-Mobile phone's data plan. How do I log in?

If you are a T-Mobile G1 customer, the HotSpot Location application will automatically connect you when you have Wi-Fi turned on and you are in a T-Mobile HotSpot location. If you do not have the T-Mobile HotSpot Connect Tool on your G1, you may download it from the Android Market.
If you have a smart phone or Total Internet data plan, then your default username is your 10-digit phone number (without spaces or dashes) and your default password is the last 4 digits of your Social Security number (SSN). T-Mobile recommends you update your password in T-Mobile HotSpot Account Management after logging in for the first time.
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How do I log off from T-Mobile HotSpot service?

If you are at Dallas Fort Worth International Airport, Los Angeles International Airport, San Francisco International Airport, a Hyatt Hotel & Resort, Red Roof Inn, Sofitel and Novotel Hotel, an airline club of American®, Delta, United®, and US Airways®, or other select airports, you will see a window once you have successfully logged in. When you are ready to leave the T-Mobile HotSpot network, simply click Log off in the pop-up window. However, if you have a pop-up blocker software program installed on your computer, you will need to log off. Please bookmark this URL so you will be able to successfully log off after each session.
If you are at a Starbucks, Barnes & Noble Bookstore, or certain other airport locations then follow the link on the Welcome Page or the window that appears after you log in to T-Mobile HotSpot.
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What operating systems are currently compatible with T-Mobile HotSpot service?

T-Mobile HotSpot is not Operating System (OS) specific, and will work with any operating system as long as there is a compatible, Internet browser such as Internet Explorer or Mozilla Firefox.
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Can I connect to T-Mobile HotSpot using a Macintosh computer?

Yes, T-Mobile supports Macintosh users. Macs with AirPort cards installed usually require little or no configuration. You will need to set your AirPort card to select the T-Mobile HotSpot network. Go to the AirPort card documentation for specific instructions.
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How to log into your T-Mobile HotSpot account using 802.1x authentication

If 802.1x is provided at the T-Mobile HotSpot Network location, then select T-Mobile’s Enhanced WPA network from the T-Mobile Connection Manager. If your wireless network card supports WPA, you will be authenticated automatically to 802.1x. You will be prompted for your T-Mobile HotSpot username and password.
If you are having trouble authenticating with 802.1x, check with your wireless network card or device manufacturer to see if it is WPA compliant. You must use the T-Mobile Connection Manager to authenticate. You cannot use 802.1x if you are signing in to T-Mobile HotSpot through your Internet browser. Also, check to make sure that your User Name and password are correct and that your T-Mobile HotSpot account is in good standing.
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When trying to load the T-Mobile HotSpot log in page, my Internet browser displays a 500 or 501 error.

The T-Mobile HotSpot log in page cannot be displayed because the computer may be trying to connect to a proxy server that it is not able to access.
To correct a 500 or 501 error, select from the following browsers:
Internet Explorer ›
FireFox ›

Internet Explorer

To configure Internet Explorer, perform the following steps:
1. Launch Internet Explorer.
2. From the toolbar, select Tools.
3. Select Internet Options.
4. Select the Connections tab.
5. Click LAN Settings.
6. Uncheck the Use Proxy Server box and click OK.

FireFox

To configure FireFox, perform the following steps:
1. In FireFox, click Tools and then Options.
2. In the Options window, click Connection Settings.
Image of Options window
3. In the Connection Settings window, make sure that the option Direct connection to the Internet is selected.
Image of Connection Settings window
4. After removing these settings, click OK to save the changes, and then try connecting again.
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How do I connect my Sony PSP at a T-Mobile HotSpot location?

To connect your Sony PSP at a T-Mobile HotSpot location, perform the following steps:
1. From the Home page, go to the Settings menu and select Network Settings.
2. Select the option for Infrastructure Mode, click New Connection, and create a name for the network.
3. From the WLAN Settings screen, select Enter Manually.
4. Select the SSID entry box and set the SSID to tmobile.
5. From the WLAN Security Settings screen, select None.
6. From the Address Settings screen, select Easy.
7. Save the settings.
8. Once the setup is complete, go back to the Home page, and then go to the Internet Browser.
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How do I set up or configure Outlook 2007 to send e-mail when connected to a T-Mobile Hotspot?

To set up or configure Outlook 2007 to send e-mail when connected to a T-Mobile Hotspot, perform the following steps:
1. From the Microsoft Outlook main menu, select Tools and then Account Settings.
2. From the Account Settings screen, select the e-mail account and click Change to open the settings window.
3. From the Change E-mail Account screen, select More Settings….
4. From the Internet E-mail Settings screen, select the Outgoing Server tab and then uncheck My Outgoing mail server (SMTP) requires authentication.
5. From the Internet E-mail Settings screen, select the Advanced tab and then uncheck This Server requires an encrypted connection (SSL).
6. Test the e-mail functionality by selecting the Send/Receive button in Outlook and verify that any pending Sent mail is sent successfully.
NOTE: If the Send/Receive button does not send all mail successfully, create a test e-mail and send it to yourself. 

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