Switched to T mobile 5g home internet and have login issues

[Skylord]

I switched from Century Link DSL to T Mobile 5g home internet and have since had issues with logging in on my iPhone app and laptop while connected to Wi-Fi. If I disable Wi-Fi on my phone I can log in and if I use my phone to hotspot my laptop I can log in. A support agent stated they don't have any reported problems so I am asking on here if its just me or are others experiencing anything similar?

[StephenB]

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@Skylord wrote:

I switched from Century Link DSL to T Mobile 5g home internet and have since had issues with logging in on my iPhone app and laptop while connected to Wi-Fi. 

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This is with their Nokia 5G gateway?

I tried connecting a base to the gateway for a few days, and had no problems with the cameras+base.  I used it with my laptop quite a bit (a few months), and had no trouble logging in to my.arlo.com (other than needing more frequent 2FA refreshes).  

[Skylord]

I don't know if it is Nokia, It's the new 5g home internet router supplied by T-Mobile for their new in home Wi-Fi. I have no issues with the cameras and hub connecting to it. Hubs hooked in directly via ethernet. It is strictly accessing my app and laptop while on the Wi-Fi. Also, on my laptop if I have my VPN on I can log in but if not I get an error msg. Seems like maybe a geolocation issue? Cellular versus wired DSL?  With my VPN I can force location.... I really like the speed of the new Wi-Fi but there are definitely some bugs I'm working through.

[StephenB]

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@Skylord wrote:

I don't know if it is Nokia,

Does it look like this?

If so, it's the Nokia.

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@Skylord wrote:

Seems like maybe a geolocation issue?

There definitely are geolocation issues with their solution.  Over the months I've been testing it, I've seen my location reported as IL, KS, MD, NY, NJ, and Washington DC.  All of those locations are incorrect (and it's never reported the correct location).  

But I don't think that should cause any issues with the Arlo app (or web browser), as you can use the app no matter where in the world you are.

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@Skylord wrote:

Also, on my laptop if I have my VPN on I can log in 

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That is interesting.  I'll see if I can log in tomorrow (w/o the VPN).  I haven't tried it for a few weeks.

My normal ISP is actually much faster than the T-Mobile service. I've been testing T-Mobile as part of a work project.  The performance is really quite good, though I have run into a couple of snags. 

You do give up any possibility of port forwarding or a router-based VPN service for remote access, so direct access to local storage won't work remotely.

[StephenB]

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@StephenB wrote:

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@Skylord wrote:

Also, on my laptop if I have my VPN on I can log in 

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That is interesting.  I'll see if I can log in tomorrow (w/o the VPN).  I haven't tried it for a few weeks.

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I'm having no issues logging in to my.arlo.com while connected via the T-Mobile Gateway.

[Lonster]

I am in the process of adjusting to the T Mobile 5G network, and came to find the two Arlo Essentials require a 2.4GHZ and don't work with 5G.  I tried connecting to the 5G network, but no success only to learn it's not compatible.  I'm not a rocket scientist, but what am I missing?  

[StephenB]

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@Lonster wrote:

I am in the process of adjusting to the T Mobile 5G network, and came to find the two Arlo Essentials require a 2.4GHZ and don't work with 5G.  I tried connecting to the 5G network, but no success only to learn it's not compatible. 

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To clarify

• WiFi works in three bands - 2.4 gHz, 5 gHz, and (with WiFi 6e) 6 gHz.
• Mobile data has several generations - 3G, 4G/LTE, 5G.

The T-mobile 5G service is referencing the mobile data 5G (though it also works on LTE).  That is completely different from the 5 gHz wifi band.  Your T-mobile gateway gives you both 2.4 and 5 gHz WiFi bands.

While it can be difficult to connect Arlo cameras to your home WiFi, this service should be compatible.  A while back I tried it out - though I was connecting a smarthub (and my phone) to it, and didn't try connecting an Essential.

[Lonster]

I would be ecstatic to be up and running, but so far no dice.  I only have the two Essential cameras, no base.  I go through the process to connect with my new Apple 13, hear the chimes, but unable for phone to 'find' camera.  Thanks in advance for your help to make this happen!

[StephenB]

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@Lonster wrote:

I would be ecstatic to be up and running, but so far no dice.  I only have the two Essential cameras, no base.  I go through the process to connect with my new Apple 13, hear the chimes, but unable for phone to 'find' camera.  Thanks in advance for your help to make this happen!

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I suggest trying again with a PC (browsing to my.arlo.com).

[Lonster]

Thanks Stephen I logged in, changed laptop to T Mobile network, but I reach the same point.  Hear the chime using phone or computer, but still not connecting.

[Lonster · Accepted solution]

Eureka!  Thanks for your help!  What did help me connect to T-Mobile 5G network was to remove both cameras, then reinstall them.  All worked well after that!  Logging into the internet web address helped me to set up the activity area; much easier than using phone to adjust.