Internet Service Provider Known Issues
- Coreen Stalnaker
Purpose
We are aware of a technical issue affecting audio functionality within TLD for users of certain internet service providers (ISPs). This document provides comprehensive information and recommendations specific to each identified ISP experiencing connection challenges.
Spectrum/Charter/Xfinity
ISP provided routers have built in limiters that restrict TLD. A personal router is advised to be utilized for those Users to get around ISP restrictions on throughput for audio. While this is a known issue with Spectrum and Charter, several Xfinity customers have reported similar issues that are resolved with a replacement router
While waiting for new router installation, contact the ISP and request the following audio ports opened
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T-Mobile Home Internet
Think of internet addresses like house addresses. TLD uses an older address system called IPv4 (like 127.0.0.1). T-Mobile's consumer home internet routers use a newer system called IPv6 (like 0:0:0:0:0:0:0:1). These two systems don't speak the same language, which means T-Mobile's consumer routers won't work with TLD. Unfortunately, T-Mobile has no plans to change this.
What This Means for You
If you bought a T-Mobile consumer home internet router hoping to use it with TLD, we're very sorry, but it won't work. This is due to the technical difference between IPv4 and IPv6, and neither T-Mobile nor TLD can fix this.
Possible Solutions
Here are a few options if you want to use TLD with T-Mobile:
T-Mobile for Business: T-Mobile business plans offer routers that use the older IPv4 system. You could switch from a consumer to a business plan (sometimes called "Self-proprietor"), but this might change your costs and plan details.
Buy Your Own IPv4 Router: T-Mobile sells IPv4 routers directly (they're a one-time purchase, not a monthly rental). You'll also need to buy a T-Mobile SIM card (with a monthly cost) to get internet on that router. For example, they currently offer the Inseego MiFi X PRO 5G, but we recommend confirming it meets your needs.
Use Any IPv4 Router with a SIM Card: You can actually use any IPv4 router that accepts SIM cards for mobile data. You don't have to use a T-Mobile SIM. This gives you more flexibility.
Third-Party Mobile Routers: Companies like Katalyst sell portable, battery-powered IPv4 routers that use SIM cards. This could be a good option if you need internet in different locations.
T-Mobile 5G Gateway
Device is a 5G Gateway
Requires separate purchase from T-Mobile or another provider
There are 3rd party routers that will accept T-Mobile SIM
Research is needed to determine best fit for the customer
Only offers IPV6 internet and will not work with TLD
Router offered to customers who sign up for T-Mobile Internet
Important Note: We've tested the Inseego FX2000 and confirmed it works with TLD. We haven't personally tested all the other router options, so please do your research to ensure they meet your needs.
STARLINK Internet
TLDCRM compatibility testing with STARLINK is complete, demonstrating reliable communication for remote teams.
Mobile Hotspots (ATT, Verizon, Etc.)
It is not possible to utilize a personal phone network to access TLDCRM. These hotspot connections block the type of internet traffic that TLDCRM utilizes for audio and client interaction
Unsecure Shared Community Internet
If the internet/WIFI is shared across an apartment complex or a hotel on an unsecure network TLDCRM can not be accessed. Due to the security risk to customer data and the restrictions on the bandwidth and throughput of audio these types of internet can not be utilized. The User must a private/secured internet connection.
Shared Community Internet - Personal Secure Router
If your apartment or community provides internet services but the agent utilizes their own, personal router to connect to the internet there should not be any connection issues. Note, the user must be on a secured network to access TLDCRM
Mobile Hotspots (ATT, Verizon, Etc.)
It is not possible to utilize a personal phone network to access TLDCRM. These hotspot connections block the type of internet traffic that TLDCRM utilizes for audio and client interaction
Replacement Router
There are no specific router recommendations endorsed by TLD but it is recommended to acquire a router that supports the Users current internet speeds. Higher end routers utilized for gaming can aid with the fast paced throughput utilized by TLDCRM
We have verified that the following router model does work with Spectrum, Charter, and Xfinity
