I have had this same issue for nearly 3 months. After numerous lengthy phone calls to customer support, specifically the internet support group, I finally have account access. I spoke with Joanna who actually followed through with the trouble ticket, worked with someone in IT and then called me back to walk me through actually logging in to my account. I now have full access. What I did notice is that the first time I was able to login, the USER ID was my Gateway’s phone number and not my email address. Now, after logging in and out a bunch of times, I can report that I can use either the phone number or my email address. YAY!!!
Update:After speaking with customer service, again, I have had to switch to paper billing so I can at least LOOK at what T-Mobile is charging me per month. If I want to change my autopay settings that will require another phone call.While speaking with the representative I verified, yet again, my email address. The rep sent a PIN code to my gateway device, which it received, and I verified. So, why can’t the online system recognize my email address and allow me access to my account?
I think others have mentioned that problem. This poster mentioned a possible solution, but not sure if it worked for anyone else. I’ve tried this multiple times yesterday and today. No luck.This is ridiculous.
Thank you for your reply, Darko66. I have tried using the gateway’s phone number to no avail. When I enter the gateway number the error message I receive is “...we don’t recognize this email. Please provide the email you used when purchasing your T-Mobile service.” I am using the email address that I provided the store when I purchased the gateway and started the service. I get the emails from T-Mobile letting me know that my bill is available for viewing but cannot get past the phone number requirement.
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