Forum Discussion
Impossible to activate new prepaid MI line on website, control disabled
Dear T-Mobile and Community:
I'm running across a problem trying to activate a new prepaid MI line on a new account. It appears that a required website control is disabled in the website's coding.
These steps have successfully duplicated the problem on five different browsers, including Windows/Edge, Windows/Firefox, Windows/Chrome, MacOS/Safari, and IOS/Safari:
1. Start at: https://prepaid.t-mobile.com/prepaid-internet
2. Click on First GET STARTED button right in center top of page, takes you to: https://prepaid.t-mobile.com/plan-detail/mobile-internet
3. Select any plan (I used the first one, 2GB/$10 for testing).
4. In the popup, select NEW CUSTOMER.
5. You're now in PRODUCT SELECTOR with your plan selected. Scroll to Device, Choose Bring your own device.
6. Click on the newly-exposed tab "Lets connect your device with this line!"
7. Skip IMEI check (My T-Mobile iPAD isn't recognized by the system, but that's a database issue, separate from this.)
8. Tell the system you have a T-Mobile SIM card, input your SIM card number. Verify and click CONTINUE.
9. On the next screen, put in your new email address, choose a PIN, and put in your contact information. Click CONTINUE.
10. Now you're at https://prepaid.t-mobile.com/cart/line-setup, which is the page with the problem.
10A. Put in device nickname.
10B. Choose get a new number.
10C. Opt-in to E911, input address.
10D. Select ZIP code for Primary Place of Use PPU.
AND... the bug:
10E. Observe that the PRIMARY NUMBER MENU is *disabled* (greyed out completely), and unable to be input or selected.
10F. Observe that the CONTINUE button is ALSO *disabled* (greyed out completely), and unable to be selected.
The only choice at this point is "EDIT CART', which takes you back two pages to step 8, above.
In short it is impossible to get past this point on any computer or browser, and is therefore impossible to self-active a Prepaid Mobile Internet line with your own SIM card as a new account on the T-Mobile website.
Please advise!
Interesting! I'm not quite sure why this is happening but I'm going to forward your screenshots and steps back to the engineer to see if we can figure it out.
I appreciate you being extra helpful and breaking down each step. 😊
Hola Amanda -
Same issue still exists! T-Force was able to get my SIM activated, but even they had some difficulties, they said.
I did a writeup, and printed the screenshot, and postal-mailed it to Albuquerque Customer Relations, but, yeah, I think the website should get a look from the engineers.
FWIW, I think that entire "Primary Number" menu should probably be removed. There is nowhere in the previous steps in the process where the user can provide a phone number - the general assumption is that this is a new standalone account for a single prepaid device - and that device is getting a new number.
So I suppose they could change that menu element to just a text box, and let a user type in a number, but even that should be optional - the CONTINUE button should be enabled whether the primary number is provided or not.
¡Gracias!
¡Hola, @glen711!
Thanks a million for the heads up on this issue. I wasn't aware this was happening, however, I know we had a few issues with the site a couple of days ago. Are you still unable to move forward with checking out?
While I wait to hear back from you, I'm going to forward your post to our web engineers to see if they can get this straightened out.
