Wifi access from T-Mobile not allowed

Question

My wifi shows a connection to my T-Mobile gateway but will not allow me access the internet. I have a 2015 surface with windows 10. Wifi is connected to my iPads, phone and tv, and printer.

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Answer 1

It appears that my network card will not connect to a wifi6 signal that T-Mobile uses for their gateway. Since my network card is not upgradable, I bought a new computer.

Answer 2

Hi Robert En,

Thank you for reaching Microsoft Community. We're sorry for the trouble this has caused you.

I am aware that your Surface Book device is having problems connecting to your T-Mobile gateway since it won't let you access the internet. I am here to help and let us work on this together. Allow me to ask some questions.

• May I know what build version you are currently running?
• What is the precise error message that you get while attempting to access the network?
• Is there a way for you to try connecting to other network of via hotspot?

Kindly try the following steps below to troubleshoot your device.

Force the device to shut down and restart.

Press and hold down the power button until your Surface shuts down and restarts and you see the Windows logo screen (about 20 seconds), then release the power button.

Run Windows Network Troubleshooter.

1. Select Start and type settings.  Select Settings  >System  >Troubleshoot.
2. Select Other Troubleshooters.
3. Select Network Adapter > Run.
4. Follow the steps in the troubleshooter and see if that fixes the problem.

Remove and reinstall driver.

1. Select Search on the taskbar, enter Device Manager, and select it from the results.
2. Select the arrow next to Network adapters to expand the adapters list.
3. Double-click your network adapter, select the Driver tab, and then select Uninstall Device. If ask to permanently delete the driver, leave the box uncheck and select Uninstall device.
4. Restart your Surface.

The troubleshooting can be found at Troubleshooting Wi-Fi connection on your Surface - Microsoft Support.

If that still didn't work, I recommend trying the solutions from this article Fix Wi-Fi connection issues in Windows - Microsoft Support to narrow down the source of the problem.

Let me know how it goes.

Kind regards,

Lavenia

Answer 3

I appreciate you for responding back, Robert En. I recognize that you have purchased a new computer as a result of this.

Thank you for giving us the opportunity to work with you regarding this concern.

Should you need further help, feel free to reach us back in creating a new thread by clicking this link: Create a new question or start a discussion.