4G LTE signal booster troubleshooting

Troubleshoot 4G LTE signal booster issues.

 

 

Signal and reception issues

  1. Ensure the issue only happens when using the signal booster. Otherwise, follow signal issues on device.
  2. If the issue occurs when not using the signal booster, troubleshoot normally.
  3. Ensure the following:
    • You are using a T-Mobile branded 3G / 4G signal booster.
    • Your device supports our frequencies.
    • You get at least one bar of 3G or 4G signal. If Wi-Fi is enabled, turn it off to ensure you are troubleshooting the network.
    • Signal boosters only function on T-Mobile 3G / 4G frequencies
    • You are in a 3G / 4G coverage area.
  4. Unplug the power adapter from both units.
  5. Verify your device has at least one bar of 3G / 4G signal where the signal booster is located.
    • If signal is fluctuating where the unit is located, attempt to find a location where you get at least one consistent bar of 3G / 4G signal. If you do not get at least one consistent one bar of 3G / 4G signal, follow signal issues on device.
    • The numeric value on the display of the Coverage Unit is an indication of the area covered. A higher number means a larger area is covered. To increase the coverage area, move the Coverage Unit farther away from the Window Unit; the higher the coverage indicator value, the better the coverage.
  6. If your handset is LTE-enabled, test the handset without LTE and then determine which selection works best for you depending where you are using the handset.
    • If the experience with LTE turned off is the same, continue troubleshooting.
    • If the experience without LTE is better, disable LTE when you are home.
    • Voice and messaging will default to 4G.
  7. Plug in the power adapter to both units.
  8. Check for an indicator light.

 

 

Low coverage indicator

  1. Move the coverage unit further away from window unit.
  2. The coverage indicator value increases as the coverage area increases.
  3. Follow setup video for best results.

 

 

Window unit errors

Follow the steps in the the table below.

 

IssueSteps

Power light is on

What this means

  • Window unit is not plugged in correctly
  • Window unit is defective
  • Power supply is defective
  • Wall outlet is defective

 

What to do

  1. Verify power supply is plugged into the Window Unit and wall outlet correctly
  2. Verify there is power to the outlet by testing with another electrical device.
  3. Swap the power supply with the coverage unit to check if the power supply is defective.
No bars of signal

What this means

  • No 3G/4G signal in the area where window unit is placed
  • Window unit is defective.
  • Must be in a 3G or 4G coverage area

 

What to do

  1. Place window unit in a location that receives 3G/4G coverage. See setup video.
  2. Check the signal level on the handset (may take 1-2 minutes) where the window unit is placed.
  3. The handset should show 1 solid bar of signal where the window unit is located.
  4. Check the status light on the window unit. If it is flashing red or solid red, refer to those troubleshooting documents.
  5. Check the coverage unit for an error message. If there is one, troubleshoot that error message.
  6. If above steps fail, contact us.
Flashing green

What this means

  • Window Unit is verifying regulatory compliance, ensuring that it is operating the correct channel and frequency
  • Usually takes a few seconds but can take up to 30 minutes


What to do

  1. Wait for the light to stop flashing green.
  2. Ensure window and coverage units are not placed close to a 5 GHz cordless phone, wireless router, or Wi-Fi device.
  3. This helps prevent in-home interference, which can impact the size of the coverage bubble and signal strength.
Flashing red

What this means

  • Window unit temporarily stopped working
  • Window unit switched to low power mode because environment is too warm.
  • This may be accompanied by Error 4 on the coverage unit display.

 

What to do

  1. Verify connection has been established.
  2. The status light blinks or flashes red when scanning.
  3. Once connection is established, the status light turns off and the power light remains solid red.
  4. Verify window unit vents are not blocked or covered.
  5. Move window unit to a cooler spot.
  6. Wait a few minutes and see if the window unit works and if the flashing red status light has gone away.
  7. Unplug the coverage unit.
  8. Wait a few seconds for the unit to reset.
  9. Plug in the coverage unit.
  10. If above steps fail, contact us.
Solid red

What this means

  • There is a problem with the window unit.
  • This is usually resolved by power cycling the window unit

 

What to do

  1. Unplug the window unit power cord.
  2. Wait 10 seconds.
  3. Plug the window unit power cord in.
  4. If above steps fail, contact us.
Error 2

What this means

  • Unit is experiencing interference but may still function.
  • You are attempting to use two signal boosters in the same residence at the same time.

 

What to do

  1. Attempt to place a call.
  2. If you cannot place a call or use data, move window unit to a different location.
Error 4

What this means

Window unit has switched to a low power mode due to overheating.

 

What to do

  1. Clear window unit vents of any blockage. Ensure location of unit allows free flow of air.
  2. Once the window unit has cooled down, it will operate as normal.
Error 6

What this means

Window unit is experiencing a hardware issue.

 

What to do

Unplug the window unit for a few seconds and then plug it back in.

Error 8

What this means

  • Window unit is too close to a  cellular tower, not necessarily for your operator.
  • This has reduced the output  power (coverage bubble) to limit network interference.

 

What to do

  1. Move window unit to another location.
  2. You might need to move your system to the other side of your home.
  3. When you have an E8, your system will still offer you indoor cellular coverage

 

 

Coverage unit errors

Follow the steps in the the table below.

 

IssueSteps
Error 1

What this means

  • There is no mobile network signal.
  • Cel-Fi requires at least one bar of signal to function.

 

What to do

  1. Ensure signal booster is being used at the primary use address.
  2. Verify address is in a T-Mobile 3G / 4G coverage area.
  3. Move coverage unit to a location where you have better cell phone coverage.
  4. Confirm this location's signal strength using the your mobile phone.
  5. If the mobile phone cannot get signal, the signal booster will not work.
  6. If your device has signal and the signal booster does not, contact us.
Error 2

What this means

  • Unit is experiencing interference but may still function.
  • You are attempting to use two signal boosters in the same residence at the same time


What to do

  1. Attempt to place a call.
  2. If you cannot place a call or use data, move window unit to a different location.
Error 3

What this means

  • Coverage unit has temporarily stopped working due to overheating
  • Window unit will search for coverage unit, while displaying a flashing power indicator.

 

What to do

  1. Ensure coverage unit vents are clear of any blockage and location of unit allows free flow of air.
  2. Once your coverage unit has cooled down, it will operate as normal.
Error 4

What this means

  • Unit has temporarily stopped working
  • Unit has switched to a low power mode because the environment is too warm

 

What to do

  1. Verify coverage unit vents are not blocked or covered.
  2. Move coverage unit to a cooler spot.
  3. Wait a few minutes and see if the coverage unit works and if the error has gone away.
  4. If this does not work, power cycle the coverage unit.
  5. Unplug the power cord on the coverage unit.
  6. Wait a few seconds for the unit to reset.
  7. Plug in the coverage unit power cord.
Error 5

What this means

  • Signal booster cannot find the network that it was programmed to operate on.
  • T-Mobile signal boosters only work on the T-Mobile 3G / 4G network and will not function on other networks.

 

What to do

  1. Ensure signal booster is being used at the primary use address.
  2. Verify that address is in a T-Mobile 3G / 4G coverage area.
  3. Move coverage unit to a location where you have better cell phone coverage.
  4. Confirm this location's signal strength using your mobile phone.
  5. If the mobile phone cannot get signal, the signal booster will not work.
  6. If your device has signal and the signal booster does not, contact us.
Error 7

What this means

Signal booster has been remotely disabled due to one of the following:

  • Network maintenance
  • Service, capacity, or congestion problems
  • Security reasons

 

What to do

  1. Verify you are seeing an E7 error.
  2. The unit will flash E first, and then 7.
  3. Move the device and see if it works.
  4. If it works, it may be Error 1 that looks like an Error 7. If so, follow Error 1 steps above.
  5. Power cycle the coverage and window units.
  6. If the error remains, contact us.
Error 8

What this means

Wireless network signal is too strong to use a signal booster.

 

What to do

  1. Move coverage unit to another location.
  2. Repeat until you no longer get Error 8.
Flashing green

What this means

Coverage unit is attempting to connect to window unit.

 

What to do

  1. Wait for the status light on the coverage unit to stop flashing green.
  2. This may take up to 10 minutes.
Flashing red

What this means

  • Coverage unit has temporary stopped working and has switched to a low power mode because the environment is too warm.
  • This is accompanied by an error 3 (alternating E and 3) on the display.

 

What to do

  1. Check if the vents are block or covered on the coverage unit.
  2. Move coverage unit to a cooler spot, then wait a few minutes.
  3. The coverage starts operating again once it has cooled down.
  4. If this does not work, power cycle the coverage unit.
  5. Unplug the power cord on the coverage unit.
  6. Wait a few seconds for the unit to reset.
  7. Plug in the coverage unit power cord.
Solid red

What this means

  • There is a problem with the window unit.
  • This is usually resolved by power cycling the window unit.

 

What to do

  1. Unplug the coverage unit.
  2. Wait at least 10 seconds.
  3. Plug the coverage unit back in.
  4. Check if there are any error code messages.
  5. If there are error codes, follow the steps for appropriate error code.
  6. If there are no error codes, contact us.
Too far

What this means

  • If the red 'too far' icon displays, it means the coverage unit is placed too far from the window unit.
  • When the units are too far apart, the system may not function.

 

What to do

  1. Unplug window and coverage units.
  2. Move coverage unit closer to window unit.
  3. Plug coverage unit in.
  4. Units may take five to ten minutes to re-establish connections.
  5. If issue persists, verify both units have same serial number.
  6. Locate the serial number is located on the bottom of the units on the manufacturer label.
  7. If above steps fail, contact us.
Too close

What this means

If the red too close icon displays, it means the Coverage Unit is placed too far close from the Window Unit and the system will not be able to function.

 

What to do

  1. Unplug the coverage unit.
  2. Move coverage unit farther away from window unit
  3. Plug coverage unit in.
  4. Follow setup video.
Low coverage

What this means

  • The numeric value on the display of the coverage unit is an indication of the area covered.
  • A higher number means a larger area is covered.
  • In a smaller home, the window unit and coverage unit may potentially be placed closer together, resulting in the number on the coverage indicator to have a low value, but the system is still be boosting signal.

 

What to do

  1. Move the coverage unit farther away from the window unit.
  2. The coverage indicator value increases as the coverage area increases.
  3. Follow setup video.
Poor coverage

What this means

  • Unit is not getting good signal or coverage.
  • Make changes to the signal booster setup to improve indoor coverage

 

What to do

  1. Determine how many signal bars you have on the phone vs. the coverage unit.
  2. The more bars shown on the window unit the better the coverage will be.
  3. Move window unit to an area that has better 3G/4G coverage. .
  4. To increase the coverage area move the coverage unit farther away from the window unit; the higher the coverage indicator value, the better the coverage. A 6 is the minimum supported coverage value.
  5. If you are using a wireless data device such as a baby monitor, cordless phone or Wi-Fi router, the coverage unit should be positioned at least three feet away from the device. Placing it too close can degrade data rates or even make it impossible to connect.
Power light is on

What this means

  • Unit not plugged in correctly
  • Unit is defective
  • Power supply is defective
  • Power outlet is defective

 

What to do

  1. Verify power supply is properly connected to coverage unit and power outlet.
  2. Verify outlet has power.
  3. Swap power supply with the window unit to see if the power supply is defective.
  4. If above steps fail, contact us.

 

 

New channel update

When a new channel is added to network but not included in the signal booster, device setup time may take up to one hour instead of the standard 15 minutes. The signal booster scans, detects, and adds the new channel from macro network during this process.

 

BandsWhat happens

Band 2: UMTS channel on list

Band 4: No Band 4 channel found

  • System wakes up as normal.
  • LTE light on WU is OFF.
  • You will see improvement in signal.

Band 2: UMTS channel found but not on list

Band 4: LTE channel found but not on list

  • System wakes up and shows bars; however, customer experiences no improvement because their device is locked on the low LTE pilot channel.
  • LTE light blinks on and off during scan.
  • Once device learns channel (this can take up to an hour)
  • LTE light will go solid.
  • You will see improvement in signal.

Band 2: No UMTS channel found

Band 4: No LTE channel on list

  • System wakes up no bars, customer experiences no improvement.
  • LTE light blinks on and off during scan.
  • Once device learns channel (this can take up to an hour), the LTE light will go solid.
  • You will see improvement in signal.

Band 2: No UMTS channel found

Band 4: No UMTS or LTE channel found

  • System wakes up and displays E1.
  • You will experience no improvement