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MajorRathbone
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Re: t-mobile internet name not showing up as available network
Hello nc1037. Thanksvery much for the replyand the information. I actually ordered a refurbisheddesktop (ordered before this incident), so it is possible that when this ‘new’ desktop arrives it may allow WiFi connection. My existing desktop is 10 years old and running Windows 7. Although, ultimately, afactory re-set will be the way to go. [As a note, the goal of getting higher internet speeds by switching from the recommended network setting of 2.4/5 GHzto 5 GHz was achieved. Over the past five months, my internet speeds consistently were in the 30s and 40s. Three speed test checks over the past two days recorded downloadspeeds of 349Mbps (midmorning), 156Mbps (6:00pm) and 300Mbps (8:00amthis morning).]53Views1like0CommentsRe: t-mobile internet name not showing up as available network
Hello formercanuck. Thanksvery much for yourreply. Technical support floated that idea of a “factory re-set” although the customer service person was a little hesitant,suggesting it would be best used as a last resort after exhausting other fixes, since they could not guarantee that it would go off without hitches. I am not sure of the validity of that concern, but given my situation until the end of the calendar year I need to have uninterrupted internet access on at least one device.37Views0likes0CommentsRe: t-mobile internet name not showing up as available network
Hello nc1037. Thank you very much. I appreciate the reply. However, the issue now is that I cannot access the T-Mobile Internet app on my phone because my phone cannot connect to the internet. It was onthe T-Mobile Internet app that I changed my Network setting. Do you know how I can access the gateway’snetwork settings (in order to “revert (my)T-Mobile Home Internet Wi-Fi network to Automatic” -- you understood correctly, that was what I had been using prior to my foolhardy change to 5 GHz) if I do not have access tothe T-Mobile Internet app? Alternatively, I was thinking of getting an ethernet cable and connecting that directly to the desktop. My only concern is whether I would be able to have an ethernet connection (to my desktop) and simultaneously connect my laptop wirelessly. Do you know if it is possible to use an ethernet connection for one device while simultaneously connecting another device via WiFi?27Views0likes0Commentst-mobile internet name not showing up as available network
I have been a T-Mobile home internet customer for nearly five months. Things were fine, but recently internet speeds have been slow -- this might be due to living in a college town that adds 10-15,000+ more cell phone users from September-May. I re-set my internet speed to 5G (from the “recommended” variable 2.4G/5G). I re-started the Gateway, and my laptop connected wirelessly to the internet, but my desktop and cellphone cannot connect. In fact, when trying to reconnect those two devices, my T-Mobile internet name does not even show up on the list of available networks -- there are 20 or more other names listed but not myT-Mobile internet name. I have tried to re-enter myT-Mobile internet name and password manually on my desktop and cellphone, but I cannot connect to the internet, and my T-Mobile internet name does not even show up on the list of available networks. Why would these two devices no longer be able to connect to my T-Mobile internet, although my laptop re-connected?These other two devices were able to connect to my T-Mobile internetpreviously. I have tried to re-set the Gateway -- switching it off, as well as switching off and unplugging. This was not successful. I re-booted my desktop, and my T-Mobile internet name is showing as “saved” but it is not listed as an available network to which I can connect.(My desktop is within the same room asthe Gateway -- 10-12 feet away from the Gateway.) I contacted technical support but they were not able to provide any helpful information. Does anyone know why this might have happened, and how I might be able toreconnect my desktop and cellphone? Why is my T-Mobile internet name not even listedas an available option to connect to for my desktop, even though I was able to reconnect my laptop?1.3KViews0likes9CommentsRe: How do you get ID without a T-Mobile phone number (for Home Internet)
From HeavenM: “Hey folks! I am making some headway on this situation, but I do need to clarify one thing. When you enter the name, email, and password into the signup page that I linked, you should receive an email with a one-time PIN in your email. Even though it is asking for the phone number on the next screen, has anyone received that one-time pin while working in this loop?” Yes. I receive the one-time confirmation code (PIN) every time I try to log-in. The one-time confirmation code is sent to the email that I used when signing up for T-Mobile internet. Unfortunately, when I enter the confirmation code, the next screen requests a phone number. As noted in a previous posting, if entering a non-T-Mobile phone number, the error message is that I need to verify that the T-Mobile phone number is correct (see screenshot above). If I enter the internet line number on the T-Mobile gateway, the error message is that my email is not recognized(again, see screenshot above). My T-Mobile gateway is able to receivemessages-- e.g. when my auto-pay processes I receive a message on the gateway; when I phone customer service I receive follow-up messages. How was BChat able to get access to their account? What is the trick?11Views0likes0CommentsRe: How do you get ID without a T-Mobile phone number (for Home Internet)
BChat, I definitely agree. Other than not being able to access an account I am happy with T-Mobile 5G internet so far. It is frustrating and makes no sense that T-Mobile cannot allow customers to create anID and access their own account. I have spent more than 10 hours on this snipe hunt. Hopefully, HeavenM, as a Community Manager, can get some answers.12Views0likes0CommentsRe: How do you get ID without a T-Mobile phone number (for Home Internet)
Hello HeavenM. Thanks very much for following up on this. AsBChat wrote, “...the frustration of setting up the account (with a non-T-Mobile cellphone) has worn me down.” I agree with that completely. Isigned up forT-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 theyunlocked 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 fouremail messages to theemail account I used when ordering internet service. On April 25 or 26 I phoned Customer Service again and was told that itappeared 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 fouremails to my email account). ThisCustomer 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 waitthat 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-MobileID. 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 tohttps://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 messagetitled “Welcome to My T-Mobile,” which included the messagethat my “T-Mobile IDis 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 thatmy “T-Mobile IDis 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 accounton 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.13Views4likes0CommentsRe: T-Mobile ID
Hello. Thanks for asking. After weeks of trying to create a T-Mobile ID on the T-Mobile website (t-mobile.com/isp), and continually getting the error message “We’re sorry, we don’t recognize this email,”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. 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 messagethat my “T-Mobile IDis officially ready to use.” Unfortunately, when I go to the T-Mobile website and try to log into my T-Mobile account, I run into the problems noted above -- 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 the previous email from T-Mobiletitled “Welcome to My T-Mobile” notifying me thatmy “T-Mobile IDis officially ready to use”). In sum, yes, it seems I was able to log intothe T-Mobile Community without needing to enter a phone number -- this also apparently established my T-Mobile ID. On the other hand, I still cannot log into my T-Mobile account. I have tried that on the main T-Mobile webpage (url you provided), 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. So I can come in the backdoor and participate in the T-Mobile Community with my T-Mobile ID, but cannot enter through the front door and access my T-Mobile account due to getting stuck on the page asking me to enter atelephone number.13Views4likes0CommentsRe: T-Mobile ID
tomwil, thanks for the link. Unfortunately, the information provided there is a link to a Sign-in page, which is where I started originally,and have been trying numerous times over the past four weeks. The Sign-up page linked in HeavenM’s message requests first and last name, email, and password. When Iclick the“Create T-Mobile ID” button, the next screen that pops up is the “Link your phone number to your T-Mobile account.” If Iput in a non-T-Mobile phone number, the error message is that Ineed to put in a T-Mobile phone number. When I put in the phone number onthe 5G internet gateway (modem), the error message is that my email is not recognized. Yet, T-Mobile has sent more than a dozen messages to my email, including an email message on May 12 that my “T-Mobile IDis officially ready to use.” _____________ It is a never-ending maze of dead ends. If anyone knows the answer, please provide some insights. I have telephoned T-Mobile customer service numerous times; although the customer service people are friendly and courteous, they have been unable to assist.14Views4likes0CommentsRe: How do you get ID without a T-Mobile phone number (for Home Internet)
BChat is correct -- “Just more information but not the answer!” The Sign-up page linked in HeavenM’s message requests first and last name, email, and password. When Iclick the“Create T-Mobile ID” button, the next screen that pops up is the “Link your phone number to your T-Mobile account.” If Iput in a non-T-Mobile phone number, the error message is that Ineed to put in a T-Mobile phone number. When I put in the phone number onthe 5G internet gateway (modem), the error message is that my email is not recognized, and yet on the Sign-In page I put in my email and it was confirmed that my account has been created. It is a never-ending maze of dead ends. If someone has the answer, please help. I have contacted T-Mobile customer service numerous times and, despite being friendly and courteous, no customer service agenthas been able to assist.35Views7likes0Comments