app says their messages on the gateway, but the gateway says there are none

*App says THERE ARE!!*

So I'm having all sorts of trouble with stuff right now. New customer. The gateway seems to be working fine as a matter of fact it was giving us internet before that it was ever set up or anything with an app. I was explaining the to the lady who helped me set it up but she didn't seem to understand that I was telling her we had already had internet with that box giving us the the T-Mobile ID to connect to before it was ever set up and the first place. 

However, over the last week or so we've had nothing but trouble even getting it to keep a connection. When you would try to log on it would say connection failure and restarting the box and all the other troubleshooting tips didn't work. Is this common? And also, I don't have phone service through T-Mobile I just have the internet through T-Mobile. However when I log into the T-Life app, it says that I have messages. I've looked at the gateway and it shows none. When I'm in the app there's no way to access the messages it just says that they're there. What messages would this be? And how do I access them if the gateway says I don't have them? Because they would have to be messages from T-Mobile or error messages from the gateway because again I don't have phone service with T-Mobile. Any help would be amazing.