why cant your service agent find my order information?

I placed my order for the home internet and I went to go create my T-Mobile ID of course I was met with what  many people have previously noted as a "dead end" because it kept asking for my telephone number that I do not have through T-Mobile and I do not want one I wanted access to their home internet because that is the most convenient one currently and was the home internet that had the best prices as well although I'm starting to reconsider Spectrum even though I have had zero service over the past month with Spectrum but that being said I went to go talk to a service agent about my situation and I was met with the dead end as well because they could not currently find my order information and I've given them the screenshot to my email that confirms it so can somebody explain to me why suddenly my information is not existent