Question

How Can I Setup My T-Mobile ID for My Home Internet Account...???

A
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I signed up for the Home Internet and got an email that I was activated on 04/01/21... A few days later the cylinder device arrived and connected to the internet easily. Nevertheless, I cannot register to get a T-Mobile ID for this account. I cannot login online OR use the T-Mobile app because it keeps stating they don't recognize my email. I've had two lengthy phone calls with support and visited a store (whom in turn called support)... As of now I STILL can't create a T-Mobile ID to manage my account. (This account was created using my Pre-paid phone account...)

 

At first I thought it didn't matter that I couldn't access my account since the service is working so-so... But at the end of the first month my service was cut off as the person who initiated my account did not ensure that I was signed up for autopay. I never received an email about my bill. When I called about my service they wanted me to pay the $65 + restoration fee + plus a fee for making a payment manually over the phone...?!?  It would have all been over $90... It should have only been $60... After admitting their fault they charged me $67 to continue with the service... I'm told I'm signed up for autopay, but we will see…

 

I STILL CAN'T REGISTER FOR A T-MOBILE ID so that I can manage my account. I've been working with the store and they're having trouble getting the techs to resolve this problem as of... 06/02/2021... 

 

Internet quality is lacking... The speed is inconsistent; 5mbs - 25mbs... I can't visit some websites using the Home Internet device yet have no problems visiting the same sites/pages using my T-Mobile prepaid phone account as a hotspot. Reviewers should look into the issue as to why this ISP (T-Mobile Home Internet) cannot be used to access some websites. There are quite a few pages I cannot access, but yet I can access them using T-Mobile's prepaid phone account as a hotspot.

 

54 replies

A
Userlevel 1

I have a similar problem. I have a legacy Pay As You Go account which I use for 2FA only. I’ve had the account for years.  Once a year I purchase a phone minutes card and load it with whatever amount required to maintain 100 minutes.  Last week I purchased the T-Mobile 5G Home Internet which is working just fine.  My issue is establishing a second account for this product.  I have all the required numbers, account, PIN, subscriber and phone. Every time I try the setup a new ID their system responds with, I already have an ID. Their system is trying to place this product into an account that has a different account number.

I was fortunate enough to speak with a tech rep at the who toke the time to duplicate what I experienced and confirmed after hours of trying that the issue requires an engineering solution.  She created a ticket # 58752623, documented the issue and submitted to the engineering support group; that was three business days ago.  She did say it would take 3 to 5 business days to resolve and she would get back to me.

Yesterday I received my first bill by gateway tower message, no email; that was a surprise along with an included a $1.16 fee on my billed amount.  I’ll wait the 2 more business days for them to resolve my account ID issue; if they don’t, I’ll request an RMA for the hardware and end this.

A
Userlevel 1

Refer to my post noted above; inability to create a T-Mobile ID is resolved thanks to a female super-tech based in the Philippines  It may be a solution for others. Although other techs I spoke to did not resolve issue, they made an outstanding effort to do so.

My brief experiences with the gateway setup/performance and technical support is quite positive.

J
Userlevel 4
Badge +4

Here is what I get when I try to login to my account for the last 8 months  

 

 

A
Userlevel 1

F451 Service etc is the exact message I got when I keyed my gateway phone number into the link field.

As I mentioned in my post today, the tech “TOGGLED THE HARD LOCK SET” and that resolved my issue. After she performed that action, I keyed in my phone number into the link field and I’m into my account. It MAY be a solution for you. Find a tech that understands what her action involved and you MAY have a fix.

 

R

I just tried this, but apparently I was already enrolled in e-billing, so that doesn’t seem to be the underlying problem. Thanks for the tip, though. Anyone else got any other ideas to get past the “Service unavailable F451: Uh-oh, it looks like we have our wires crossed.  Please try again later.” error message?

Finally got my issue fixed and have a fully working ID. Basically, home internet tech support opened a ticket for me and handled the ticket by deleting the ID that I created for the forum when I was trying to find a workaround for the fact that my email wasn’t being recognized when I tried to create an ID the other ways. When I called tech support today to check the status of my ticket, they were able to quickly create a new ID for me from scratch with no issues. My advice to anyone running into the “email not recognized” error message when you try to create an ID: Don’t create an ID for the forum and don’t call 800-937-8997. Call 844-275-9310 and have tech support create the ID for you.

D

Just in case this helps anyone else….

 

I am a SMALL BUSINESS INTERNET user. Same technology, and I wasted about 3 hours with customer service trying to get the Tmobile ID figured out… they really have no clue.

 

This may not help all (or specifically the home internet users), but I found this thread while I was searching for answers, so I figured there will be other business users that come here…

 

Customer service is giving business users the wrong information. Go to tfb.tmobile.com/signup NOT the usual tmobile.com/isp that they try to send you to. Enter your email that you provided for order and your business tax ID number. create an admin account - and your golden.

J
Userlevel 4
Badge +4

F451 Service etc is the exact message I got when I keyed my gateway phone number into the link field.

As I mentioned in my post today, the tech “TOGGLED THE HARD LOCK SET” and that resolved my issue. After she performed that action, I keyed in my phone number into the link field and I’m into my account. It MAY be a solution for you. Find a tech that understands what her action involved and you MAY have a fix.

 

Worked perfect,, thank you

P

Hello I hope someone else finds this useful. It’s Feb 2022 for me and the solution is that you have to wait until your equipment gets shipped out and starts heading to your house. After that you will receive an email so make sure you keep up with their emails. In this email they’ll tell you it’s coming and that you can now officially set up the T mobile ID. You will then download the app. Copy and paste the number they gave you (this is the number for your WiFi btw) and make your account so you can make payments, do autopay, and sign up for your first free month and Paramount Plus etc. Hope this helps because I was freaking out myself trying to figure things out, ALSO IF YOU HAVE ANY SET UP PROBLEMS THERE ARE PLENTY OF HELPFUL VIDEOS ON YOUTUBE AS WELL AS REVIEW VIDEOS FOR ANY STREAMERS, GAMERS, FAMILIES, OR STAY AT HOME WORKERS. 

S

Ok I figured it out - in order to sign in to your account on the main page, you have to enter the credentials that are printed on the bar code sticker on the bottom of your T-Mobile Home Internet Gateway/Router; for me, the username was ‘admin’, and the password was a bunch of random letters and numbers. 

Therefore, you do NOT need to create a new account of some sort; you simply use the pre-existing admin account whose credentials are printed on the bottom of your device.

 

S

@Bjn1104

Everyone that’s having this issue, try this link : 

https://www.t-mobile.com/isp

In the upper right hand corner, click “My Account” and below that there is another link for Home Internet customers to sign up for a T-Mobile ID and it doesn’t require a phone number. 

Hope this helps!

I was stuck until I followed the instructions as per this post. Thank you very much Bjn1104. 

A

I signed up for the Home Internet and got an email that I was activated on 04/01/21... A few days later the cylinder device arrived and connected to the internet easily. Nevertheless, I cannot register to get a T-Mobile ID for this account. I cannot login online OR use the T-Mobile app because it keeps stating they don't recognize my email. I've had two lengthy phone calls with support and visited a store (whom in turn called support)... As of now I STILL can't create a T-Mobile ID to manage my account. (This account was created using my Pre-paid phone account...)

 

At first I thought it didn't matter that I couldn't access my account since the service is working so-so... But at the end of the first month my service was cut off as the person who initiated my account did not ensure that I was signed up for autopay. I never received an email about my bill. When I called telenor call packages about my service they wanted me to pay the $65 + restoration fee + plus a fee for making a payment manually over the phone...?!?  It would have all been over $90... It should have only been $60... After admitting their fault they charged me $67 to continue with the service... I'm told I'm signed up for autopay, but we will see…

 

I STILL CAN'T REGISTER FOR A T-MOBILE ID so that I can manage my account. I've been working with the store and they're having trouble getting the techs to resolve this problem as of... 06/02/2021... 

 

Internet quality is lacking... The speed is inconsistent; 5mbs - 25mbs... I can't visit some websites using the Home Internet device yet have no problems visiting the same sites/pages using my T-Mobile prepaid phone account as a hotspot. Reviewers should look into the issue as to why this ISP (T-Mobile Home Internet) cannot be used to access some websites. There are quite a few pages I cannot access, but yet I can access them using T-Mobile's prepaid phone account as a hotspot.

 

I am also having the same question’s answer.

L

I am having the same problem. It keeps saying it does not recognize the email address when trying to set up the ID...even though I received emails regarding my order at the same address. The welcome email only lists the router and the router's phone number.

This seems to be a persistent issue for T-Mobile. Luckily, this is not our only ISP. I'll give it a month and then cancel if this issue is not corrected. 

Edit: I have solved my problem at least. When you create an account for the forum, you are basically setting up your T-Mobile ID. If you log-in to the main page, it will ask you to link your phone. I used the phone number for the router, entered the last 4 of SSN and now my account is linked. 

For the prepaid folks, maybe there is an option to add phones to your account. If so, just use the number for the router and add it. Best of luck!

I just tried this and it worked as well. Might be the only solution for it for now. 

M

Dealing with the same issue - I created my forum account because all other attempts failed as stated earlier in this thread.

I now login and it asks for my phone number.  I enter the phone number for my Home Internet Gateway and then I get an error:

Service Unavailable.

F451: Uh-oh, it looks like we have our wires crossed.  Please try again later.

Hopefully just a bug on their end that gets fixed but frustrating how difficult it is to create an online account to manage my billing settings...

T

I am having the same problem. It keeps saying it does not recognize the email address when trying to set up the ID...even though I received emails regarding my order at the same address. The welcome email only lists the router and the router's phone number.

This seems to be a persistent issue for T-Mobile. Luckily, this is not our only ISP. I'll give it a month and then cancel if this issue is not corrected. 

Edit: I have solved my problem at least. When you create an account for the forum, you are basically setting up your T-Mobile ID. If you log-in to the main page, it will ask you to link your phone. I used the phone number for the router, entered the last 4 of SSN and now my account is linked. 

For the prepaid folks, maybe there is an option to add phones to your account. If so, just use the number for the router and add it. Best of luck!

Thank you thank you thank you!! I've been trying for 12hrs to set my ID up and it did exactly what everybody else said. So I seen your edit and decided to try through the forums and viola! 

J

WHEN CREATING ACCOUNT-  "keeps saying it does not recognize the email address when trying to set up the ID". 

while on hold I actually entered my email address in all caps and finally it accepted my email address and successfull

y created account and allows login and acct info access, etc. used phone number that is assigned to router,  maybe it will help someone else to try this, good luck

T

When I got my router, I took the optional tablet along with it.  Both devices (router and tablet) had phone numbers attached.  I established an account with the router phone number and associated it with an email I had previously registered with T-Mobile.  Once that link was made, I was able to set a pin, establish AutoPay, and make the first month’s payment since AutoPay didn’t start until the next month.

I have a similar issue, except I added a hotspot to my account and registered my T-Mobile ID with that device since I wasn’t able to register with my router. I’ve since dropped the hotspot from my account and can no longer log in and am getting the same error and inability to link my router number to my T-Mobile ID that you all are. 

Have you ever gotten this resolved? I have gone round after round with support, and at one point had a tech calling me every Tuesday for 5 weeks to update me on the solution...until she stopped.

J

can they not try changing your number to your router and seeing then if it will work? I know there used to be only certain numbers recognized as legit (as in tmobile vs wifi app number) where it recognized 870 or 501 as legit arkansas number now finally recognizes 479 which was added after so many people got mobile phones they were low on numbers. maybe they could change your number and it will be recognized as a "real" number as where some newer numbers are recognized only as temporary numbers like those you get assigned in apps you download such as text free and talkatone and text plus apps,etc.

T

can they not try changing your number to your router and seeing then if it will work? I know there used to be only certain numbers recognized as legit (as in tmobile vs wifi app number) where it recognized 870 or 501 as legit arkansas number now finally recognizes 479 which was added after so many people got mobile phones they were low on numbers. maybe they could change your number and it will be recognized as a "real" number as where some newer numbers are recognized only as temporary numbers like those you get assigned in apps you download such as text free and talkatone and text plus apps,etc.

That’s a great question. I called again last week armed with some of the info I learned in this thread and they are working on another escalated ticket. I’ll mention this when they call me back for an update. Thanks!

F

I got on chat today with tmobile with same issue this morning.  I only have internet.  The rep gave me a completely different number to use.  After that I had to get code off the router in messages to activate.  If you look at the number for your internet use that and verification will be on your router 

T

I managed to create an ID but it isn’t recognizing the phone number for my router. So I can not link the account to pay my bill. I have to pay as a guest. This is so frustrating!!! If multiple people are having the same issue...FIX IT!!!

Same 

S
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After going through several useless support specialists none were able to help me.

However, the suggestion above to capitalize the first letter of your email address worked. There is a major bug in their system that is not registering emails when the first letter is lowercase. 

Use this link to set up your ID, make sure its the sign up page that asks for the phone number associated with the account - the home internet sign up page will not work at all. 

https://account.t-mobile.com/signin/v2/enterPhoneNumber?redirect_uri=https:%2F%2Fwww.t-mobile.com%2Fsignin&scope=TMO_ID_profile%20associated_lines%20billing_information%20associated_billing_accounts%20extended_lines%20token%20openid%20vault%20role%20consent&client_id=MYTMO&access_type=ONLINE&response_type=code&approval_prompt=auto&prompt=select_account&state=eyJpbnRlbnQiOiJMb2dpbiIsImJvb2ttYXJrVXJsIjoiaHR0cHM6Ly93d3cudC1tb2JpbGUuY29tL2FjY291bnQvZGFzaGJvYXJkIn0&loginId=&fp_client=eaf302caaf588456f21e4101c5fe0c18

 

input email as such: Emailaddress@gmail.com not emailaddress@gmail.com

 

hope this saves people some time.

J

I am having the same problem. It keeps saying it does not recognize the email address when trying to set up the ID...even though I received emails regarding my order at the same address. The welcome email only lists the router and the router's phone number.

This seems to be a persistent issue for T-Mobile. Luckily, this is not our only ISP. I'll give it a month and then cancel if this issue is not corrected. 

Edit: I have solved my problem at least. When you create an account for the forum, you are basically setting up your T-Mobile ID. If you log-in to the main page, it will ask you to link your phone. I used the phone number for the router, entered the last 4 of SSN and now my account is linked. 

For the prepaid folks, maybe there is an option to add phones to your account. If so, just use the number for the router and add it. Best of luck!

Thanks for the forum account tip! I was able to do that but then when I enter my number in the page asking to link phone number, I get a Service Unavailable page/error.

I tried this but it says there’s an error when o enter my router phone number smh so frustrating then I use my phone number but I’m not a T-Mobile phone customer so 

S
Badge

I am having the same problem. It keeps saying it does not recognize the email address when trying to set up the ID...even though I received emails regarding my order at the same address. The welcome email only lists the router and the router's phone number.

This seems to be a persistent issue for T-Mobile. Luckily, this is not our only ISP. I'll give it a month and then cancel if this issue is not corrected. 

Edit: I have solved my problem at least. When you create an account for the forum, you are basically setting up your T-Mobile ID. If you log-in to the main page, it will ask you to link your phone. I used the phone number for the router, entered the last 4 of SSN and now my account is linked. 

For the prepaid folks, maybe there is an option to add phones to your account. If so, just use the number for the router and add it. Best of luck!

Thanks for the forum account tip! I was able to do that but then when I enter my number in the page asking to link phone number, I get a Service Unavailable page/error.

I tried this but it says there’s an error when o enter my router phone number smh so frustrating then I use my phone number but I’m not a T-Mobile phone customer so 

https://account.t-mobile.com/signin/v2/enterPhoneNumber?redirect_uri=https:%2F%2Fwww.t-mobile.com%2Fsignin&scope=TMO_ID_profile%20associated_lines%20billing_information%20associated_billing_accounts%20extended_lines%20token%20openid%20vault%20role%20consent&client_id=MYTMO&access_type=ONLINE&response_type=code&approval_prompt=auto&prompt=select_account&state=eyJpbnRlbnQiOiJMb2dpbiIsImJvb2ttYXJrVXJsIjoiaHR0cHM6Ly93d3cudC1tb2JpbGUuY29tL2FjY291bnQvZGFzaGJvYXJkIn0&loginId=&fp_client=eaf302caaf588456f21e4101c5fe0c18
try that link and capitalize the first letter of your email address. That worked for me yesterday 

E

https://account.t-mobile.com/signin/v2/enterPhoneNumber?redirect_uri=https:%2F%2Fwww.t-mobile.com%2Fsignin&scope=TMO_ID_profile%20associated_lines%20billing_information%20associated_billing_accounts%20extended_lines%20token%20openid%20vault%20role%20consent&client_id=MYTMO&access_type=ONLINE&response_type=code&approval_prompt=auto&prompt=select_account&state=eyJpbnRlbnQiOiJMb2dpbiIsImJvb2ttYXJrVXJsIjoiaHR0cHM6Ly93d3cudC1tb2JpbGUuY29tL2FjY291bnQvZGFzaGJvYXJkIn0&loginId=&fp_client=eaf302caaf588456f21e4101c5fe0c18
try that link and capitalize the first letter of your email address. That worked for me yesterday 

 

Doesn’t work for me. When I enter router’s phone number it says unauthorized request. Opening a BBB ticket. Maybe it will help them fix their years long issue!

J

I am having the same problem. It keeps saying it does not recognize the email address when trying to set up the ID...even though I received emails regarding my order at the same address. The welcome email only lists the router and the router's phone number.

This seems to be a persistent issue for T-Mobile. Luckily, this is not our only ISP. I'll give it a month and then cancel if this issue is not corrected. 

Edit: I have solved my problem at least. When you create an account for the forum, you are basically setting up your T-Mobile ID. If you log-in to the main page, it will ask you to link your phone. I used the phone number for the router, entered the last 4 of SSN and now my account is linked. 

For the prepaid folks, maybe there is an option to add phones to your account. If so, just use the number for the router and add it. Best of luck!

This helped me while I was on the phone with the t-mobile rep and they couldnt figure it out either!  I have a MiFi device and didnt find the phone number at first in the settings, but noticed in the messages section it sent a message telling me the phone number.  Thank you!

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