Mobile HotSpot troubleshooting

We want you connected, and Mobile Hotspot should give you Wi-Fi wherever you go.

 

Read me first

 

Check your connecting device:

check.PNGMake sure it is within 15 feet of the hotspot.

check.PNGTry connecting a different computer or T-Mobile device to the hotspot. We can't support game systems, TVs, or non T-Mobile phones or tablets.

check.PNGCheck that all timeout, power saving, or hibernate features are off.

check.PNGTest to see if it can successfully connect to other Wi-Fi networks. If not, the problem is not with the hotspot.

check.PNGTry accessing a different website or app. If they work are expected, the hotspot is not the problem.

check.PNGClose or disable any programs running in the background and clear the browser cache & history.

check.PNGMake sure it's connected to the right Wi-Fi network.

 

Hotspot connection issues

Smartphone Mobile Hotspot (SMHS)

Supported T-Mobile phones and tablets that use your T-Mobile network as Wi-Fi for other devices.

  • Check the the T-Mobile app to verify that you haven’t exceeded the high-speed data amount included in your plan.
  • If your phone can load a web page the T-Mobile data works. Contact the other device manufacturer.
  • If you need help setting up this feature or with any of the steps below, visit our Device tutorials.

 

Mobile Hotspot equipment

T-Mobile standalone Mobile Hotspot devices, not your phone, that provide a Wi-Fi connection for other devices.

  • Mobile Hotspot devices only support using WPS security.
  • The connecting device must have a b/g Wi-Fi radio.
  • If the Hotspot is plugged into a USB port, disconnect it.
  • If you need help with doing any step on the device, visit the Mobile Internet page.

 

Once you've checked all of the above:

  1. Make sure you're in T-Mobile coverage and have at least 2 bars of signal in your area. If you're travelling internationally, see On Demand Data Pass.
  2. Verify that the Mobile Hotspot or Smartphone Mobile Hotspot feature is turned on.
  3. Check that the connecting device Wi-Fi is turned on.
  4. Update to latest firmware version for all devices.
  5. Restart the Hotspot device or phone.
  6. Restart the devices you are trying to connect to the Hotspot.
  7. Delete the Wi-Fi profile on the connecting device and re-add it.

 

Still need help?

If you're still experiencing the problem, call us at 1-877-746-0909. It's best if you can call from a different phone than the one you are having issues with.

Standalone Mobile Hotspot equipment doesn't turn on
  1. Check the charging indicator lights up when you plug in your Hotspot. This can take up to 20 minutes.
  2. Use the charger that came with the device. Test an alternate if one is available.
  3. Plug the Mobile Hotspot into the charger first, then plug the charger into a wall outlet.
  4. Try a different power outlet. Make sure the outlet works with another device, like a lamp.
  5. If you're still experiencing the problem, call us at 1-877-746-0909.