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.
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