T-Mobile LineLink issues

If you're having issues during or after your LineLink setup, we have troubleshooting steps to help.

 

 

Troubleshoot your LineLink

  1. Setup a valid e911 address on the LineLink phone number.
  2. Make sure the RJ11 phone cable that connects your phone to the T-Mobile LineLink is plugged in securely to both devices.
  3. Confirm the Ethernet cable that connects your T-Mobile LineLink to your router is plugged in securely to both devices.
  4. Ensure that you're using middle cutout of the SIM card (Micro SIM).
    • If you pop out the SIM by itself, push out the middle-size adapter and put the SIM in it before inserting into the device.
    • Make sure that the SIM card is inserted with the metal facing up and cut corner towards the device.
    • When properly inserted, the SIM card will click in place.
    • If the SIM card gets stuck, stop by a retail location for help.
  5. Test your internet connection to make sure your it meets requirements. Satellite Internet and cellular broadband don't work with LineLink.
  6. Plug the LineLink device into a different LAN port on the back of the router.
  7. Power off LineLink, the router, and the modem.
  8. Power on the modem. When the modem has established an Internet connection, power on the router.
  9. When the router has connected and other devices can access the internet, power on LineLink and try again.
  10. If you haven't already done so, complete the LineLink setup.
  11. Make sure your LineLink is using the most current firmware version.
  12. Try a different RJ11 phone cable or phone set if possible.
  13. Check the Light indicators section for additional troubleshooting.
  14. If the problem persists after you've completed these steps, contact us.

 

 

Test your internet connection

Your internet connection must pass certain test in order for LineLink to work correctly. Satellite Internet and cellular broadband don't work with LineLink.

 

Run the speed tests

  1. On a computer connected to the same router as the LineLink, navigate to www.dslreports.com/speedtest.
  2. Click your internet connection type to start the test.
  3. Wait for the test to run and make sure your results meet the following guidelines:
    • Download: 2 or more megabit/s
    • Upload: 1 or more megabit/s
    • Ping (hover mouse over pie chart): 200 ms or lower
    • Quality: Grade of C or higher
  4. If the speed results aren't met, contact your Internet Service Provider or local IT department to let them know:
    • You are using a VOIP service and need to check your connection.
    • The following ports need to be open:
      • 500 UDP
      • 4500 UDP
      • 5061 TCP/UDP
      • 443 TCP
      • 993 TCP
    • For business/corporate consumers, ensure the following IPv4 address blocks are whitelisted:
      • 208.54.0.0/17
      • 66.94.0.0/19

 

Explanation of ports and IPv4 address blocks

 

  • IPv4 208.54.0.0/17 address block
    • Port 500, UDP, IPsec - IKE : Authentication [WFC 2.0]
    • Port 4500, UDP, IPsec - NAT traversal : Encrypted voice traffic [WFC  2.0]
    • Port 5061, TCP/UDP, SIP/TLS : Encrypted SIP [WFC 1.0]
  • IPv4 66.94.0.0/19 address block
    • Port 443, TCP, HTTPS : Used for handset authentication [WFC 1.0]
    • Port 993, TCP, IMAP/SSL : Visual Voicemail [WFC 1.0]

 

 

Light indicators

 

Light indicatorsWhat it means
  • Power: solid green
  • Phone: solid blue
  • Internet: solid green

Your LineLink setup is successful.

 

Ensure a dial tone is heard after the audible message and you're good to go.

  • Power: solid green
  • Phone: flashing blue
  • Internet: solid green

A stuttering tone is played. You've got (voice)mail.

 

  1. Dial 123 or the LineLink phone number.
  2. Once the voicemail is played, the Phone LED will return to solid blue.
  • Power: flashing green
  • Phone: solid blue
  • Internet: solid green

You may hear this message about a missing E911 address: "We seem to be missing a 911 address for emergency purposes in your line. Please contact customer care to update your information."

 

Use these steps to update your E911 address.

  • Power: solid green
  • Phone: solid blue
  • Internet: flashing green

You may hear this message about no Internet detected: "We seem to be having issues connecting to the T-Mobile network. Please ensure your LineLink is properly connected to a data port and reboot your device."

 

  1. Check that your LineLink is properly connected to the high-speed Internet connection.
  2. Make sure other devices can connect to the high-speed Internet connection.
  3. Use Troubleshoot your LineLink for additional steps to take.
  • Power: solid green
  • Phone: flashing orange
  • Internet: solid green

You may hear one of these messages about a problem with the SIM card:

  • "We seem to be having issues detecting your T-Mobile SIM card. Ensure your SIM card is properly inserted into your LineLink and reboot your device.
  • "There seems to be an issue with the activation on this SIM card. Please ensure you have an active T-Mobile line activated on this SIM."

 

What you need to do:

  1. Make sure the SIM card is inserted properly. See Insert SIM card.
  2. Powercycle the LineLink device.
  3. Use Troubleshoot your LineLink for additional steps to take.