We recently switched internet providers to T-Mobile. We do not have any cell phones with T-Mobile. Apparently, since we do not have a T-Mobile phone number we are not allowed to access the website. We did sign up for paperless billing and autopay but if I need to change either of those settings I’m in trouble because I cannot sign into our account. How on earth is this acceptable?
Does anyone have a workaround to providing a T-Mobile phone number in order to access my account on the website?
You should be able to use the phone number assigned to the gateway. To find that, use the T-Mobile Home Internet app. The number should be listed under “Internet line number” on the “Home” page of the app. Any text messages T-Mobile sends for confirmation should be visible on the gateway’s screen.
You can also use that number to sign up for T-Mobile Tuesdays if you’re interested in that.
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.
I think others have mentioned that problem. This poster mentioned a possible solution, but not sure if it worked for anyone else.
Why was I assigned a phone number if I was only getting the home internet?
You can call Customer Care at 1-800-937-8997 to set up bill pay. As part of the process, they might send a text message (code) to your gateway. You can read the message from the gateway’s panel.
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.
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?
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