How do you get ID without a T-Mobile phone number (for Home Internet)

I would like to manage my Internet Only account online but the frustration of setting up the account (with a non-T-Mobile cellphone) has worn me down.  I did manage to establish autopay via calling Customer Care and I get a paper bill each month but for now I have given up on getting online account access.  It is hard to believe this has not been resolved by T-Mobile Technical Support.  For now, as long as my internet works, autopay is in effect and I keep getting a paper bill, I am good to go.  T-Mobile should consider giving everyone affected by this issue a “Unable to Establish a T-Mobile ID” an additional $10.00 discount (lol).

Hello HeavenM. Thanks very much for following up on this. As BChat wrote, “...the frustration of setting up the account (with a non-T-Mobile cellphone) has worn me down.” I agree with that completely.

I signed up for T-Mobile 5G Internet online on April 14.

That same April 14 I received three emails from T-Mobile: “You’re In” (essentially a welcome message), T-Mobile Order Confirmation, and T-Mobile Service Agreement. On April 17 I received an email that my order (gateway/modem) had shipped.

On April 22, the day I connected my internet and got it up and running, I tried to create a T-Mobile ID and kept getting the error message “We’re sorry, we don’t recognize this email. Please provide the email you used when purchasing your T-Mobile service...” When I contacted Customer Service the person told me that my account was locked, but the customer service person said they unlocked it; however, I was told that the “Create a T-Mobile ID” page was having problems and so I should try again in a day or two.

A day or two later I was still getting the same error message: “We’re sorry, we don’t recognize this email...” Yet, as noted above, I had received four email messages to the email account I used when ordering internet service.

On April 25 or 26 I phoned Customer Service again and was told that it appeared that the person who took my order did not enter my email address (which clearly was not true since, as noted above, I had received four emails to my email account). This Customer Service person said they would put me in touch with a technician.

In the meantime, I tried multiple variations of my email address -- all lower case, ALL CAPS,  and since my email is my name, I tried capitalizing the first letter of my first name, the first letter of my last name, etc., etc. Nothing worked; I kept getting the same error message: “We’re sorry, we don’t recognize this email...”

The technician contacted me a few days later and accessed my account and after about 10 minutes said that he found a way to enter my email, which he did. He said to give it 48-72 hours and then I would be able to set up my T-Mobile ID. Wrong. Still the same error message: “We’re sorry, we don’t recognize this email...”

I phoned Customer Service again on April 30 and got an international technician who took a long time trying to figure out what was wrong. After some time, the person said that they would submit a ticket and I would hear from technical support within 72 hours. I never heard back.

On May 4 I used the Chat option and explained the issue in detail. Unfortunately, after being on a 30 minute wait that person simply recommended going to t-mobile.com/isp to create an ID since that page is for Internet Only customers. Of course, I had previously been at that page and I was not able to create a T-Mobile ID.

I was about ready to give up. After all, like ChatB, I am on Autopay (I set that up online when initially ordering the internet service) and so I guess that was as good as things could get.

I was still getting regular emails from T-Mobile, mostly marketing emails. On May 10, I received an email titled “Give your T-Mobile home internet an edge.” That email essentially provided tips on how to set up the T-Mobile gateway (even though I had set up my T-Mobile internet three weeks earlier). When I clicked on the link in the email I was taken to https://www.t-mobile.com/support/home-internet. Near the bottom of that page there was a section titled, “Still need help?” with a link: “Go to T-Mobile Community.” Having tried everything else, I thought, why not; let me see what the Community might have to offer. In order to make a posting I needed to sign in. I figured that would be futile, but I gave it a try, and voila, I was logged into the Community and able to make a posting. When I went back to my personal email, I had received an email message  titled “Welcome to My T-Mobile,” which included the message that my “T-Mobile ID is officially ready to use.” Wow! I had created a T-Mobile ID. I was so excited.

Unfortunately, when I go to the T-Mobile website and try to log into my T-Mobile account, I run into the problems noted in my previous posting (the one with screenshots) -- if I enter a non-T-Mobile phone number I get the error message that I need to verify my 10-digit T-Mobile telephone number. If I enter the telephone number on my 5G internet gateway, I get the error message “We’re sorry, we don’t recognize this email” (which contradicts all of the previous emails, including the one titled “Welcome to My T-Mobile” notifying me that my “T-Mobile ID is officially ready to use”).

I have received numerous (text) messages on my T-Mobile gateway device, such as follow-up messages from Customer Service, so I know that the internet line number is functioning and is in the T-Mobile system.

I have tried to log into my T-Mobile account on the main T-Mobile webpage, the t-mobile.com/isp webpage, as well as using the “My account” pulldown menu in the upper right corner on the T-Mobile Community webpage, as well as the T-Mobile app.

I have tried different web browsers, and different days of the week, and different times.

As described in my previous posting I can enter my email and password, but I hit a dead end on the page that asks for a telephone number.

Thanks again for following up on this. If you need more information, let me know.

Thank @MajorRathbone Your process is exactly what I have been experiencing. I am new to TMobile and only have the 5G gateway and I was going to sign up for the Ooma VOip service. But the Ooma VOip service requires me to log into my Tmobile account using my Tmobile ID which is of course not linked to my gateway device because the t-mobile home gateway isn’t recognized by the Tmobile system.!! 10 days and still no progress…..

Thank you so much for the extra details. I am still working with our Home Internet peeps to see why this is not working and what we can do to fix it. 

I love that you have the autopay set up and things are good for now, but I want to make sure that we do our due diligence when it comes to our systems working as intended. 

Here are the steps I took to create my account:

1. Go to https://www.facebook.com/TMobile/ 
2. Message them during 3:00 am - 9:30 pm PT
3. Ask them to “file a ticket for My.T-Mobile.com Registration Issues”
4. Provide your email address, home internet phone number, and PIN
5. Wait 3 hours for them to work on the ticket
6. Try signing in at https://account.t-mobile.com/signin/v2/

Also, you can create a T-Mobile community account with any email without a phone number:

1. Go to https://community.t-mobile.com/
2. Click “Login”
3. Click “Sign up” (or try this link: https://account.t-mobile.com/signup/v2/createaccount?access_type=online&response_type=code&display=O&redirect_uri=https:%2F%2Fsso-us-west-2.api.insided.com%2Fauth%2Foauth2%2Freturn&scope=TMO_ID_profile%20openid%20associated_lines&state=3pVPD4yzuG&client_id=Community&loginId=&fp_client=cc5a224d0f68637b60f5d8075669d88d)

Hope this helps! Cheers.

I should have read other threads first. Sounds like I will get an email with router number when it’s activated.

One month later, and I am still having the same loop stuck with trying to login to my account. I could not activate my rebate before it expired, get a refund of the connection fee, and I could not switch my payment method because we are all unable to log into our accounts. It is unacceptable for this to be broken for over a month at this point.

Just more information but not the answer!

Hey there @ktre Having to call support 5 times and still not get resolution is insane! The good news is that the fix for this is really simple. You will have to reach out one more time, but I would recommend sending a message to us on Facebook or Twitter this time. That will connect you with our T-Force team who are amazing and a favorite of many on the Community. Have them file the ticket for My.T-Mobile.com Registration Issues. You’ll be able to log in within minutes. 

@HeavenM add me to the list of people in this boat.  I am quite satisfied with the internet service, and I was able to get Autopay set up over the phone, with the $5 discount.  However, I am disappointed that I am unlikely to ever get the $50 virtual card for switching.

You would think that a customer could set up an online account with the gateway phone number and the account number and/or service address, and use whatever email address they wanted.

I like the home internet.However,the whole not being able to log into their website without a tmobile phone number is ridiculous.I gave up.Going to have to find another way to make my payments.You should not need a tmobile number to log in.No solution.

The web interface is pretty limited. You are able to change some settings using the T-Mobile Internet app. Port forwarding is not available on our modems.

The rebate should still be done through promotions.t-mobile.com. You will need your established T-Mobile ID, the gateway phone number, and the promotion code. If you are having issues registering the T-Mobile ID or getting an error during the rebate redemption, you will need to reach out to our customer support teams to have them take a deeper look.