T-Mobile USA is committed to a partnership with Public Safety to provide Phase I and Phase II Enhanced 9-1-1 service for our subscribers and roaming customers in times of emergency.
Basic 9-1-1 service is an emergency telephone system which automatically connects wireless 9-1-1 calls to a designated 9-1-1 Communications Center. Basic 9-1-1 may or may not provide the wireless phone’s 10-digit call-back number and estimated location. The handset must have battery power and be in a coverage area to complete a 9-1-1 call.
Enhanced 9-1-1 Phase I service is the first step in providing better emergency response service to wireless 9-1-1 callers. Public Safety/9-1-1 Communications Centers need to send a letter to T-Mobile requesting Phase I service deployment at their agency. Once Phase I service has been implemented, when a wireless 9-1-1 call comes into the 9-1-1 Communications Center (also called a Public Safety Answering Point or PSAP), the call-taker's computer screen will show the wireless phone's 10-digit call-back number if one has been assigned to the calling handset. In the event the wireless phone call is dropped, the call-taker may contact the caller. Phase I service also identifies the cell site/sector location information that the call was made on to the call-taker's computer screen. This provides the call-taker with a general location (i.e. within the site coverage area) of the caller.
Public Safety/9-1-1 Communications Centers need to send a letter to T-Mobile requesting Phase II service deployment at their agency. With Phase II service, the location information that is provided to the 9-1-1 Communications Center is the approximate X, Y (longitude, latitude) location of the handset making the call. This location information is typically more accurate than the Phase I location information (cell site/sector). As with Phase I, Phase II service allows call takers to receive both the caller's wireless phone number and their location information. Since early 2004, T-Mobile has been deploying a network-based Phase II solution. T-Mobile's solution-referred to as U-TDOA, Uplink-Time Difference of Arrival-does not require customers to purchase a new handset.
T-Mobile is committed to educating our customers about mobile phones and 9-1-1. On T-Mobile.com and in materials sent directly to customers we also address issues such as accidental calls to 9-1-1. The State of Washington's 9-1-1 Office created this brochure:
No. The Public Safety/9-1-1 Communications Center serving a particular area requests the service from T-Mobile, not the subscriber Once the service is requested by the 9-1-1 Communications Center and deployed by T-Mobile, it is provided for all the T-Mobile network users in that area. T-Mobile has deployed Enhanced 9-1-1 Phase I and Phase II service throughout much of the country.
Because there are over 6,100 9-1-1 Communications Centers in the United States, we suggest you contact the 9-1-1 Center in your area by calling their non-emergency/administrative phone number (usually found near the front of the local phone book or directory) to determine that agency's ability to receive wireless Enhanced 9-1-1 calls.
The Federal Communications Commission has mandated wireless carriers deploy Phase I and II services within 6 months of a request from the Public Safety/9-1-1 Communications Center. Occasionally, this timeline is adjusted per mutual agreement.
No. T-Mobile’s Phase II solution does not require subscribers upgrade or change their handset. The level of service is the same regardless of whether you are a postpaid or prepaid subscriber. Note for prepaid subscribers: If your call to 9-1-1 is disconnected for some reason and there is a need for the 9-1-1 Communications Center to call you back, you will need to have minutes available on your account for the call to complete.
The T-Mobile network will route your 9-1-1 call to the nearest 9-1-1 Communications Center (also called a Public Safety Answering Point or "PSAP"). When your call is answered by the 9-1-1 dispatcher, you should be ready to answer questions such as:
- Where is the emergency? Use highway name, direction of travel, mile marker, intersection, etc.
- What number are you calling from? Always give your area code and wireless phone number.
- What exactly has happened? Clearly describe what has taken place.
Yes. All T-Mobile handsets can process 9-1-1 calls, regardless if you are a prepaid subscriber or a subscriber that receives a monthly bill. The handset must have battery power and be in a coverage area to complete a 9-1-1 call.
Yes. The T-Mobile network will route your 9-1-1 call to the nearest 9-1-1 Communications Center, regardless of the 10-digit phone number assigned to the handset. Be sure to provide your area code with your phone number when asked by the 9-1-1 dispatcher.
No. At this time, the 9-1-1 Communications Centers are not able to receive and/or respond to text messages sent to "9-1-1". Please see information on TTY if you trying to reach 9-1-1 from a TTY-enabled device.
You should stay on the line until the 9-1-1 dispatcher has answered the call and indicate the call was made by mistake and no emergency assistance is needed.
Yes. You will be asked to supply a street address at which the Unlimited HotSpot Calling service and/or the T-Mobile @Home service will be used. This address may be used to help emergency responders locate you after you complete a 9-1-1 call using one of these services. This location information should be updated if you use these services at a different location. Your location information can be provided and/or updated by accessing your account via
my.t-mobile.com or by contacting T-Mobile’s Customer Care.
When you make a 9-1-1 call via a HotSpot Calling enabled handset, your handset will first attempt to complete the call like any other handset in the T-Mobile network. Depending on the capabilities of your local 9-1-1 Communications Center, you may receive Wireless Enhanced Phase I or Phase II, or Basic 9-1-1 service as described above. T-Mobile works very closely with the 9-1-1 Communication Centers to deploy the best possible 9-1-1 service supported by the 9-1-1 Communication Centers. If you are at your registered location (as described above) and GSM wireless coverage is unavailable, your handset will try to complete the 9-1-1 call using special HotSpot Calling functionality. The location provided by the subscriber is one of a number of methods which may be used for 9-1-1 call routing to the designated 9-1-1 Communications Center and for providing the 9-1-1 Communications Center your location.
When using T-Mobile @Home service, the 9-1-1 call routing will be determined by the registered location you provide. Therefore, it is very important to keep this information current. Your location information can be provided and/or updated by accessing your account via
my.t-mobile.com or by contacting T-Mobile’s Customer Care.
If you are accessing Unlimited HotSpot Calling service at a T-Mobile HotSpot (see list of T-Mobile HotSpot locations at http://hotspot.t-mobile.com) and GSM wireless coverage is unavailable, the 9-1-1 call will be routed to the designated 9-1-1 Communications Center serving that location. If you are using a HotSpot Calling enabled handset via an access point other than the one associated with your existing registered location, it is important for you to update that information with your new address by accessing your account via
my.t-mobile.com or by contacting T-Mobile’s Customer Care. When you return to your prior location, you will need to update your registered location again.
No. Please do not call 9-1-1 to simply “test” the system. T-Mobile works very closely with the 9-1-1 Communication Centers to deploy the best possible 9-1-1 service. Please be sure to register and update the location of your service as described above.
If you move the T-Mobile @Home service but do not update the registered 9-1-1 address with T-Mobile, 9-1-1 services may have difficulty locating you, which could delay the emergency response. It is important for you to register that new address by accessing your account via
my.t-mobile.com or by contacting T-Mobile’s Customer Care as soon as possible.
Contact information for Public Safety and 9-1-1 Communications Centers ONLY
Please note: Any correspondence that is sent to the 9-1-1 Regulatory Team that is meant for T-Mobile’s Customer Care will not be answered.
See Customer Care contact information >
For subpoena requests
Fax: 973-292-8697
Law enforcement relations 
For 9-1-1 network issues
Phone: 1-888-662-4662
Regulatory Team contact information
Phase I and Phase II request letters should be addressed to the 9-1-1 Regulatory Manager at the address below. To expedite the processing of the request letter, please:
- fax a copy of the letter to 413-622-5293 or
- e-mail it to 911.Regulatory.Team@T-Mobile.com.
9-1-1 Regulatory Manager
12920 SE 38th Street
Bellevue, WA 98006