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!