Forum Discussion
A LOT of T-Mobile ID issues as a Home Internet customer
I’ve been dealing with this for several hours now, so forgive the rant…
It seems that T-Mobile has no concept of Home Internet users not having a T-Mobile phone. I don't know why that is so hard to understand. However, if you only have Home Internet, and not phone, it's IMPOSSIBLE to get a working T-Mobile ID. The form to create one will tell you your email is wrong when it's not. In the forums I found a message saying to just create a forum account then link your phone number, so I tried that and when I log in it won't let me do anything without linking my phone number, but entering my phone number gives me a Service Unavailable error.
So, I used the online support chat to try to get this resolved. The first person was completely clueless and told me I had to call customer service. Not sure what the point of the online chat is if they're just going to tell you to call. So then I call, sit on hold for a VERY long time, and then hung up. For some reason, when you call the Home Internet support line, it doesn't give you any indication of how long the wait will be.
Then I remembered there was a url texted the router for me to pay the bill, so I went there, tried to log in, and got an error about wires being crossed. Back to online support chat where I was asked to log in. I told the guy I can't log in, which is the reason I'm contacting support, and he told me to login, so then I just terminated that chat. The people they have in their online support must be the same as AT&T because they are completely incompetent.
Ok, fine, so I'll see if I can pay as a guest. Nope! I put in the phone number, confirm the same phone number, hit submit, and the "confirm phone number" box turns red, but with no message, and the phone numbers match exactly.
Next, I tried calling just the regular support line and was told it was going to be a 45 minute wait to get anyone on the phone.
So at this point I can't really log in, other than to the forums, I can't set up auto pay for the $5 discount, and I can't pay my bill. Awesome job T-Mobile!
My inability to setup a T-Mobile ID was resolved today. The tech toggled the "Hard Lock Set" which I'm guessing cleared some error state.
The issue was originally related to my email address being rejected during log-in attempts. After enrolling in the T-Mobile Community, the issue changed to inability to link gateway phone number during log-in. I spent many hours on the phone talking to a number of techs to no avail. This female tech based in the Philippines told me in the first few minutes of our conversation that she has resolved this type of problem numerous times in the past and she sure resolved my issue quickly; made my day!
I received the gateway just about a week ago. The hardware is performing flawlessly and speed is considerable higher than I expected; measuring ~150 to ~230 with 3 bars; located on dresser for convenience.
Alex8842 wrote:
My inability to setup a T-Mobile ID was resolved today. The tech toggled the "Hard Lock Set" which I'm guessing cleared some error state.
The issue was originally related to my email address being rejected during log-in attempts. After enrolling in the T-Mobile Community, the issue changed to inability to link gateway phone number during log-in. I spent many hours on the phone talking to a number of techs to no avail. This female tech based in the Philippines told me in the first few minutes of our conversation that she has resolved this type of problem numerous times in the past and she sure resolved my issue quickly; made my day!
I received the gateway just about a week ago. The hardware is performing flawlessly and speed is considerable higher than I expected; measuring ~150 to ~230 with 3 bars; located on dresser for convenience.
I have called at least 5 times now and have yet to find anyone who seems to have even heard of this issue. The wifi speeds are great, but something as simple as creating an account should not be this difficult and frustrating.
You actually DO have a T-Mobile phone number even if you only have the Home Internet service. Your modem has a cell phone number associated with it. That the number you need to use to set up your account.
I have this exact same issue as OP noted. I spoke with a gentelman first and he did not have any ideas about the issue I reported. After quite a bit of time on hold, the call disconnected. When i called back, I was speaking with a very nice woman who may have been the same person who @Alex8842 spoke with as she was very familiar with the issues I was having. She did a few troubleshooting steps to ensure my email address was correctly associated with my account and also verified that both my personal mobile number (non-Tmobile) and the modem's t-mobile sim number were associated with my account. After a few attempts at troubleshooting she was still unable to assist. She offered to wait on hold with me for tech support but due to hold times it wasnt viable. I am now waiting for a call back from the Home Internet Tech Support to speak with them further.
A few notes:
@kentuck1163, you are correct that the T-Mobile phone number for the modem is provided and we should use that number. Unfortunately, when trying that in the process, we receive an error which does not allow us to proceed. It is the same error that OP @mrobrian provided (image below) in his description.
Also, while the process to create your T-Mobile ID via the community is successful in creating a shell of a profile, it still creates an issue with allowing you to access the account details section as you continuously get the error above.
We shall see what the Home Internet Tech Support people say when I speak with them regarding the matter. Hopefully positive news to come on tha matter.kentuck1163 wrote:
You actually DO have a T-Mobile phone number even if you only have the Home Internet service. Your modem has a cell phone number associated with it. That the number you need to use to set up your account.
Doesn’t work
I have a similar problem. I have a legacy Pay As You Good account which I use for 2FA only. I've had the account for years. Once a year I purchase a phone minutes card and load it with whatever amount required to maintain 100 minutes. Last week I purchase the T-Mobile 5G Home Internet which is working just fine. My issue is establishing a second account for this product. I have all the required numbers, account, PIN, subscriber and phone. Every time I try the setup a new ID their system responds with, I already have an ID. Their system is trying to place this product into an account that has a different account number.
I was fortunate enough to speak with a tech rep at the 844-275-9310 who toke the time to duplicate what I experienced and confirmed after hours of trying that the issue requires an engineering solution. She created a ticket # 58752623, documented the issue and submitted to the engineering support group; that was three business days ago. She did say it would take 3 to 5 business days to resolve and she would get back to me.
Yesterday I received my first bill by gateway tower message, no email; that was a surprise along with an included a $1.16 fee on my billed amount. I'll wait the 2 more business days for them to resolve my account ID issue; if they don't, I'll request an RMA for the hardware and end this.
Alex8842 wrote:
I was fortunate enough to speak with a tech rep at the 844-275-9310 who toke the time to duplicate what I experienced and confirmed after hours of trying that the issue requires an engineering solution. She created a ticket # 58752623, documented the issue and submitted to the engineering support group; that was three business days ago. She did say it would take 3 to 5 business days to resolve and she would get back to me.
that’s standard response, nothing is actually done in the backend. expect for your ticket to be closed for no resolution and some fake explanation, and them calling you saying they’re still working on it and then disappears. they just work to keep metrics high, not to understand or fix issues.
I have done that. No go. Thanks.
I was just able to get my T-Mobile ID account working. After lots of the csr asking my email and phone number and other questions she was able to link my phone number to my account. This is what is showing as what was done. I hope it may help anyone else having the Service Unavailable F451 message.
Vincular un MSISDN
Vincula varios MSISDN a una sola cuenta.I have a similar problem. I have a legacy Pay As You Good account which I use for 2FA only. I've had the account for years. Once a year I purchase a phone minutes card and load it with whatever amount required to maintain 100 minutes. Last week I purchased the T-Mobile 5G Home Internet which is working just fine. My issue is establishing a second account for this product. I have all the required numbers, account, PIN, subscriber and phone. Every time I try the setup a new ID their system responds with, I already have an ID. Their system is trying to place this product into an account that has a different account number.
I was fortunate enough to speak with a tech rep at the 844-275-9310 who toke the time to duplicate what I experienced and confirmed after hours of trying that the issue requires an engineering solution. She created a ticket # 58752623, documented the issue and submitted to the engineering support group; that was three business days ago. She did say it would take 3 to 5 business days to resolve and she would get back to me.
Yesterday I received my first bill by gateway tower message, no email; that was a surprise along with an included a $1.16 fee on my billed amount. I'll wait the 2 more business days for them to resolve my account ID issue; if they don't, I'll request an RMA for the hardware and end this.
