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!
‼️For anyone who only has T-mobile internet, but cannot login to T-Mobile website‼️
1.) Get the phone number from the T-Mobile Internet app2.) Go to T-Mobile website
3.) Go to Create T-Mobile ID
4.) Use phone number from the app, and fill out rest of the sections
After doing that, login using info you put in! I struggled forever and no customer service could help me, I had to figure it out on my own. Kinda ridiculous they'd be sending me emails, yet it wouldn't be associated to an account. And even typing the number in the app it said the same. For some reason they make you do an extra step of creating the ID before being able to login.
You will not be able to login on the website until you create the T-Mobile ID. There's a section on the main page that says "Don't have a T-Mobile ID?" With a sign up link below. That is where you go and put the phone number provided in the T-Mobile Internet app.
Once you finish filling out all the info, it will log you out, just sign in again with the info you put in and you should be good to go!
It's been a year and they still haven't figured out how to gie a tmobile ID for home internet customers
I got a new debit cand and couldn't update my info, so they started turning off my internet every month and charging me late and reconnect fees
I called customer service spending between 2 and 4 hrs on the phone and always promised they were fixing it
I still have no access to my account
They refuse to honor the 200 promo because I didnt enter the code
I didnt enter the code because I have no access to my account
Theyve been charging me 160 a month for service I agreed to pay 50 for
All they do is lie. So i mentioned I should record the call and they flipped out and threatened to end the call
As only a home internet customer (signed up/activated in store and now equipment in my home), I experienced the same "don't recognize this email" hurdle as mentioned here and in many other forums. I finally had success signing up for the ID via the "T Life" app on my phone. It produced a very similar sign up page as the standard app and website, but unlike those others, allowed me to proceed without errors. I'm pretty sure I didn't even capitalize the first letter of my email address on the successful attempt, but you might as well try that as well. Hope this proves successful for everyone else. My phone was on my T Mobile Home WiFi at the time and the "T Life" app appeared to recognize I was using my new router during the process.
My absolute favorite page I’ve run into trying to solve this problem is this one: https://account.t-mobile.com/sap/v2/actions/linkPhone
If you enter your TMHI “phone” number it spits out the below error:
We're sorry, we don't recognize this email. Please provide the email you used when purchasing your T-Mobile service, or contact Care by dialing 1-800-937-8997 or 611 from your T-Mobile phone.
Uh.. you didn't ASK me for an email. You asked me for a phone number.
This level of failure is actually kind of impressive.
Yeah I went round and round with t-mobile for three days. Chat support said call the number, agent could not help me and said I need to chat with support. Back and forth ping ponged all day. I packed their equipment back up and sent it back after 3 days of begging for help. They said i could pay with old fashion check and I haven't ordered checks for 35 years.
I considered getting my 3 phone lines transferred to them and am SO glad that I wanted to wait and see if I had problems with just internet.
1-844-275-9310 for "T-mobile home internet." The other customer service lines won't know what to do and will take forever.
In my case the T-mobile ID was broken and I couldn't access the home internet, no could I set up a new account, since I already have a T-mobile ID for my prepaid account. The representative had to set/reset the email account and now when I log in I can choose whether I want to view the home internet account or the prepaid lines account.
Pretty frustrating that this took me two hours time when I set up the account in the store, it should have be 5 minutes to set up an online account, or less, but T-Mobile has serious problems in this area. At least the internet is working well so far.
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
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.
Please advise me to whom u spoke with if u got a name and what phone number u reached out to as I’m having the same problem I want to fix this before it gets too close to my 30 days to receive my reward
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 done that. No go. Thanks.
