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hotspot no longer working

joeshmo

    Can someone in Tmobile land ensure that my SMHS feature is enabled on my sim?  I recently had a SIM swap at the t-mobile store, as they were trying to fix a dropping call issue, and now, tethering no longer works (yes, it worked fine before).

    I disable Wifi, enable tethering, my car stereo connects to it, and may work for a few seconds (or minutes), but then no more data goes across, even though it is still connected, and I still have high LTE signal on the phone.  If I disable and re-enable hotspot, I may be able to get another minute or two (sometimes).  I have no limiting in the app itself, so wanted to verify with T-Mobile that I still have access to this feature on my account.

    The phone is a Cat s60.  The bundled hotspot app is pretty basic, so there is no limit session length or any sort of settings like that.  Also, this issue occurs with multiple devices, leading me to believe its not just a sudden problem with my android car stereo.

     

    Getting in touch with T-Mobile via "Message Us" on the my.t-mobile.com site always comes back with "Session has expired".  It's times like this when I wish I could just send a simple email to request they check my plan (or a working online chat would be great).

     

    If you could just verify this for me, and message me back via this thread, or text, or email, or ANYTHING, I'd be grateful.  Thanks!

      All replies

      • cesaribenitez95

        Re: hotspot no longer working

        It may be faster to call customer care and have them look into it. But if not an urgent issue someone from T-Force will chime in.

        • tmo_marissa

          Re: hotspot no longer working

          Hey, joeshmo! Sorry about the delay in reply here -- in this forum we don't have a secure verification method, so we're not able to review your account details and confirm that the hotspot feature is still provisioned correctly. This is definitely something we want to have looked at, though -- it sounds like you get a lot of use out of it! Have you had a chance to reach out to our Care team? Were you able to get chat working? I do know that the current Message Us feature requires you to be logged into MyT-Mobile before you can initiate a chat session, are you seeing these errors if you log in first, and then hit Contact Us at the bottom of your MyT-Mobile home page, then Message at the top of the next page?
          Lastly, if all else fails and you're looking for online support, if you're active on social media our T-Force teams on Twitter and Facebook do have two-step verification set up and can take a look at the account for you! Please keep us posted on how things go!

           

          - Marissa

          • joeshmo

            Re: hotspot no longer working

            Hello there, Marissa; I figured you could look at my community account, backtrack it's ties to my T-Mobile account, and give a general "no worries, everything looks fine on the account".  But alas, perhaps not.

            I was indeed logged in when trying to "Message Us" feature, but it was from work, and we use a proxy, so perhaps that might have contributed to the issue.

            I WAS able to chat with someone tonight online, but to no avail (I think the chat reps can only do the basics).  But at least my issues were noted in the account, so when I call in, hopefully, I dont have to re-explain everything.  I am reluctant to call in because I have a hard time understanding people using cell phones, and sometimes support does not speak english natively, which makes it tricky.

            I do not typically use social media.  If I can reach someone more technical via some sort of social media, I can try that approach.

             

            I just found out the Tmobile tower is about 1.7 miles from my house, I should have all sorts of signal (unless its shooting over my head).  But this would relate more to my not being able to make calls when at my house rather than the strange mobile hotspot issue.

             

            @cesaribenitez95: Thanks, yeah, I kind of figured that.  For technical stuff, I like to be able to gather my thoughts, give all sorts of written information, and let the other person mill over it for a few hours/days, talk with colleagues, whatever to figure it out.  But I suppose if these people do this every day, they might know exactly what the issue is immediately...  (shrug)

              • tidbits

                Re: hotspot no longer working

                Generally even with a sim swap everything may take some time to "gather" itself.  Usually it takes 2 hours, but could take up to 48 hours.

                1 of 1 people found this helpful
                • tmo_marissa

                  Re: hotspot no longer working

                  I definitely get the "observe and trend" technical bent -- I think in some circles they might even call that the "scientific method". tidbits makes a good point about the timeframe for SIM changes; things can take a little bit, but I think by now you've probably cleared that 48 hour window, right? Do you have pay in advance or postpaid service? What type of plan are you on?

                   

                  - Marissa

                    • joeshmo

                      Re: hotspot no longer working

                      Oh, forgot to mention, I'm on the 10Gig simply prepaid plan.  Seems I've used about 700 megs so far.  My typical usage is under 2Gigs per month; depending on how much radio stations annoy me to the point where I switch to streaming music.  =)  700MB seems high for only 2 weeks of use so far..  (shrug)

                  • joeshmo

                    Re: hotspot no longer working

                    Yes, I had waited a few days for any sim change remnants to clear up.  Still having the problem now.  Sometimes it works, sometimes not.  hasnt worked for past two days (try to use it to/from work, same route), yet today, on the way home, it magically started working.. then half way home, no more network (although phone had signal).  Stereo says it has wireless, but cant get out.

                    Having a computer connect to the hotspot, it gets an IP address, and a default route, but no traffic is getting past the cell phone.  Instead, I get a destination net unreachable message (ICMP) from the phone's internal IP to the laptop meaning the phone does not have a route to get to the internet.  Which is odd, since the phone can indeed get out on it's own...  I wonder if android uses network namespaces for this sort of thing, thus it's own routing table?

                    Unfortunately, I do not have another T-Mobile phone to try my SIM on to see if its a problem with the phone.  (Carrier locked phones... ugh...)

                    Just tried again with laptop, and it's working, so cannot dig deeper.. need to wait for it to stop working again...

                     

                    Fun stuff...

                    • joeshmo

                      Re: hotspot no longer working

                      Still having issues.  Hit or miss.

                      I made it all the way to work (65 mile drive; 1hr 30 mins) with it only cutting out 3 or 4 times, for a few minutes each, but magically came back on it's own with no action taken.  This is rare, as usually it cuts out and doesnt come back.

                      I also turned on the "do not sleep while charging", to see if it was a sleep issue, but that did not help.  According to various coverage maps (T-Mobile and crowdsourced maps), I should have coverage all the way through (also verified by signal indicator on phone).

                      Phone was purchased new, about 3 weeks ago, but I'm not rule out a phone issue.  Next option I still need to try is borrow my son's SIM for a few days, and use it in my phone to see what happens.

                       

                      Yesterday, I turned it on, and immediately could not get out via the stereo (waze nor web browser; while sitting in my driveway, full signal), same symptoms, radio says its connected, but no internet.  So I used my son's phone (Different carrier), and it worked for the 1hr drive, no cutting out.

                       

                      Anyone happen to know any sort of logger, or advanced diagnostics that I can run to see if I can correlate events?  Best I can think of is maybe something in the automate app to log things every xx seconds.

                        • tmo_marissa

                          Re: hotspot no longer working

                          Thanks for coming back to fill in some gaps for us! The 10GB Simply Prepaid plan can use a smartphone mobile hotspot at full speeds up to the entire data allotment, so it doesn't sound like the issue should be plan related. I know you mentioned you used your son's phone without issue, but that he has a different carrier. I'd love to know what kind of phone he has and if his device is unlocked -- if you're able to test his phone with your SIM then that might help rule out a device issue, especially if the bands are compatible (if both devices pick up the same types of signal). It sounds like it worked fine before the SIM swap though, right? I know that you initially tested your phone's hotspot with more equipment than just your car stereo back when it wasn't working at all -- have you had the opportunity to try that out again now that it's fired back up? Do you have a more stable hotspot connection with a tablet or laptop if you're staying in one place?

                           

                          - Marissa

                            • joeshmo

                              Re: hotspot no longer working

                              laptop exhibits same issues... I re-read my initial message; I said hotspot was working fine with my old sim... hmm.. I wonder if the new sim is the issue?  "old" and "new" are odd terms, as they were both obtained from the same store, about a week apart.  But HAVE there been cases of an actual BAD sim (when the sim hasnt been mutilated or anything like that of course).

                              I get to work from home for a couple days, but when I go back in on Thursday, I can either try his phone with my sim, or my phone with his sim.. or both (to/from work, depending on outcome on way to work).  He has an LG G4, unlocked, and yes, band-compatable.  So that'll be my next tests.

                               

                              Although I am curious about the sim replacement.  If that is a common thing thats done to resolve issues, and it actually works, then maybe I should try having the store swap it again, as the original issue did not get resolved (no signal when trying to make a call while I'm home (and in the house, actually, I can call from outside sometimes, and come back in, and signal stays good)).  But since I rarely talk on the phone, the hotspot thing (and texting) is more important.

                                • joeshmo

                                  Re: hotspot no longer working

                                  Using my son's SIM (other carrier) in my phone (S60): Worked flawlessly.

                                  Using my T-Mobile SIM in my son's phone (LG G4): Worked, with only a single dropout on a 1.5hr drive (65 miles).  When network dropped I disabled hotspot and reenabled, and it started working again.  This was driving through a 2 mile area known for weak signal, but it didnt come back after 5 minutes, and signal showed 3 bars on 4G.  Might have eventually come back on its own.

                                  Will see what happens on the way home tonight (with the G4, and my T-Mobile SIM).

                                   

                                  I'll most likely stop at the T-Mobile store on the way home and see if they can do a SIM swap.

                                    • tmo_marissa

                                      Re: hotspot no longer working

                                      Just wanted to check in with you and see how it went!

                                       

                                      - Marissa

                                        • joeshmo

                                          Re: hotspot no longer working

                                          New SIM on Friday, same issues...  I have a support ticket in with CatPhones (aka Bullitt) to see if they have head of this issue, or have any ideas.

                                          I've read about T-Mobile's "Band 12" usage, and this phone does support it (along with T-Mobile's other bands).  I think there must be some sort of (slight?) incompatibility with T-Mobile and the S60 phone, but the S60 is the ONLY phone with a built in thermal imager...

                                          I'm sure if I could get ahold of a T-Mobile Engineer, we could see what's really going on, but that's highly doubtful, and it pains me to sit through the typical "have you tried rebooting it?", "Did you try rebooting the device that connects to it?", "are you sure it's enabled?", "Is there a timer configured?", etc... While yes, I know there are alot of people who don't check the obvious, it's very annoying to jump through these hoops.  And thats why I like email, at least with email, someone can forward it around to some various groups to see what was going on.

                                          Heck, if I could find a good T-Mobile Engineer around here, I'd give them my phone for a few days to try out...  The right person would have some fun poking around to see whats going on.  I know I do when I get into things like this (although my area is computer networking, and some electronics)

                                            • tmo_mike_c

                                              Re: hotspot no longer working

                                              Hey there joeshmo  and thanks a bunch for everything you've done. I haven't heard of any incompatibilities with this phone specifically, but we don't have any kind of "official" list of which phones will and will not work with T-Mobile network. With that being said, even with compatible frequencies, we're not able to guarantee all services will work on Non-T-Mobile phones. Basically, we can make sure the phone has the right settings and if it does connect to the web, in theory, it should allow you to use the hotspot with no problem. Having our Care folks file a Trouble Ticket is the best way to get our engineering team to take a peek at your network connection. However, I'm sure they'll wanna test your SIM in a T-Mobile phone to eliminate the phone as a possible issue. With you testing your SIM in the G4 (even with it being unlocked) and it working, I don't believe this is a network issue.

                                              1 of 1 people found this helpful
                                              • tmo_marissa

                                                Re: hotspot no longer working

                                                Hi there, joeshmo! Just wanted to check in here and see if you'd heard back from the CAT folks. I'm still puzzled by how this worked initially and then suddenly stopped, so I'm curious to see if there's any input they had to offer!

                                                 

                                                - Marissa

                                    • joeshmo

                                      Re: hotspot no longer working

                                      Contacting CAT was useless, they ignore all the troubleshooting that I've done (I wonder if they even read past my first sentence), and instead just told me to try rebooting, resetting, removing any other wireless APs that the radio could be looking for (already spelled out that my phone was the only device, and it was a unique SSID).

                                      Yes, it would have been nice to get ahold of an engineering team, as they love this sort of problem; something they can sink their teeth into so to speak.  Since it possibly can be related to cell tower handoff, I'm wondering if its some sort of "Circuit Switched Fallback" type of thing.  As SOMETIMES a reboot, or airplane mode on/off will temporarily fix it (for either 30 seconds, or 10 minutes, or just not at all).  But I can only do so much when on the road, and have to wait for a stoplight before trying something real quick, and even that's uncomfortable.

                                      As @MC mentioned, things get tricky with BYOD, especially with something as obscure as the S60.

                                       

                                      Unfortunately, my billing date was due, and sadly, I had to jump ship from TMobile on Friday.  =(   on the bright side (for me), the phone has worked flawlessly on the new carrier over the weekend, and back and forth to work for the past two days.  I may end up switching one of the kid's phones to T-Mobile, just so we have more carrier diversity in the family.

                                        • tmo_mike_c

                                          Re: hotspot no longer working

                                          Oh man. Sorry to hear you didn't get much help from the CAT folks. I really feel like you've done everything  you can do to get this resolved. It's just such a bummer to hear you jumped ship. Having to toggle a bunch of stuff during traffic lights sounds like a cumbersome juggling act. Yikes! I'm glad you're not having to do that now. For what it's worth, we sure appreciate you coming here to post and give us more on what you've tried to solve this. That would be awesome if you did switch that line over to our service. That always makes us feel good if we can still stay in the family. We could be the "Un-Carrier Cousin" LOL. Just a thought!

                                        • magenta2756532

                                          Re: hotspot no longer working

                                          It shows 7.0 security patch Aug 1, soft version H87210p.

                                           

                                          The dealer ordered me a second new phone. They try my HotSpot and acknowledge the problem.

                                          I repeat - it is the second phone that worked fine until I ran the latest software update. I am waiting for the new one and not doing the update until the phone warranty will close to run out, just in case.

                                           

                                          If you don't have it listed as a problem, please get my phone I just returned and check it out, or wait for untill I return this one and troubleshoot it.
                                          I used it all weekend and even today - the car system was not able to connect not even once in three days.

                                           

                                          Thanks

                                            • tmo_marissa

                                              Re: hotspot no longer working

                                              Shucks, magenta2756532 -- I appreciate the offer, but access to the return center warehouse isn't an option for us. The process to register a known issue requires either a determination from our engineering team after multiple reports of the same issue, or the manufacturer's advisement (I can't speak to how they make this determination, but I'd imagine it's a similar process). I will say that if we start to see this with many users across the board, I'm sure we'd ultimately have it registered as a problem. For now, I agree with your assessment -- if it seems that the update is causing the problem, I'd hold off. FWIW, my G6 has the same software version, and I am able to use my hotspot without issue, so it sounds like it may be impacting some equipment but not others. We'll definitely pass the feedback on -- I'll let you know if I hear anything back!

                                               

                                              - Marissa

                                            • magenta2756532

                                              Re: hotspot no longer working

                                              Do you know that there are other posts about this problem: LG G6 - Hotspot Issues? Android 7?

                                              • magenta2756532

                                                Re: hotspot no longer working

                                                Hi all,

                                                So I got my third replacement G6 last night. Unfortunately it will not start unless you accept the latest updates. I tried it last night, and although the car connected to it, the download speed was 0.07 Mbpd and 0.41Mbps for upload on an hill area with 4bars and 4G tower connection. It is already unacceptable. It never happened with my G4 or un-updated original G6.

                                                I will test more this weekend and decide if I have to switch to a different brand.