About T-Mobile

About T-Mobile

Company Information

Company Information

Accessibility Policy

 

T-Mobile is committed to providing products and services that meet a variety of communication needs.

 

Hearing aid compatibility

Some hearing aid users may detect interference in the form of a buzzing, humming, or whining noise when using a wireless phone. The amount of interference experienced may vary due to immunity level differences of hearing aids.

A rating system (M1 through M4 for microphone or T1 through T4 for telecoil) is used to assist consumers with identifying handsets designed to be compatible with hearing aids. FCC rules require labeling of phones that receive a rating of 3 or 4, which are deemed to be hearing aid compatible. Phones that receive a rating of 3 or 4 usually cause the least amount of interference. Typically, the higher the M or T rating assigned to a phone, the less interference.

Although the rating system is not a guarantee, it is a useful tool for consumers to determine the most appropriate wireless handset.

For additional information about hearing aid compatibility with digital wireless phones, see the Hearing aid compatibility brochure and the FCC Guide.

 

Important Note:

These phones have been tested and rated for use with hearing aids for some of the wireless technologies that they use. However, there may be some newer wireless technologies used in these phones that have not been tested yet for use with hearing aids. It is important to try the different features of your phone thoroughly and in different locations, using your hearing aid or cochlear implant, to determine if you hear any interfering noise. Consult the manufacturer of your phone for information on hearing aid compatibility. If you have questions about return or exchange policies, consult your service provider or phone retailer.

 

Handsets with Wi-Fi or Voice Over LTE (VoLTE) calling capabilities may not have been tested for hearing aid compatibility in these calling modes.

 

Hearing aid-compatible phones

T-Mobile currently offers the following hearing aid-compatible handsets—All rated at M3 or better:

 

Best/Premium

Apple iPhone 6 - M3 & T4

Apple iPhone 6+ - M3 & T4

Apple iPhone 6s - M3 & T4

Apple iPhone 6s Plus - M3 & T4

Apple iPhone SE - M3 & T4

Apple iPhone 7 - M3 & T4

Apple iPhone 7 Plus - M3 & T4

LG G4 - T3 & M3

LG G5 - M3 & T3

LG V10™ - M4 & T3

Samsung Galaxy Note5 - M4 & T3

Samsung Galaxy Note7 - M4 & T4

Samsung Galaxy S 6 - T3 & M3

Samsung Galaxy S 6 edge - T3 & M4

Samsung Galaxy S6 edge plus - M4 & T3

Samsung Galaxy S7 - M4 & T3

Samsung Galaxy S7 edge - M4 & T3

 

Good

ALCATEL ONETOUCH FIERCE™ XL with Windows 10 - M3 & T4

Coolpad Catalyst™ - M4 & T3

HTC Desire® 530 - M4 & T4

Kyocera DuraForce XD M3 & T3

LG K7™ - M3 & T3

LG K10™ M3 & T3

LG Stylo™ 2 PLUS - M3 & T4

Samsung Galaxy J7 M3 & T3

Samsung Galaxy On5 - M3 & T3

 

Hearing Aid Compatible Handset Functionality tiers are based on the following criteria:

Best/Premium:

Devices featuring higher-end design, material and finish, paired-up with a more sophisticated user interface and functionalities.

Good:

Entry-level phones with straight-forward features, applications, and design. 

For more information about hearing aid-compatible phones, please contact Customer Service.

T-Mobile USA, Inc. has a limited 30-day phone exchange, return, and upgrade opportunity for hearing aid-compatible phones that are used by customers meeting certain restrictions. For additional information, please contact T-Mobile at 1-800-937-8997 or via TTY Customer Care at 1-877-296-1018 (TTY hours 5:00 a.m. – 10:00 p.m. PT, daily).

 

Offerings for persons with disabilities

T-Mobile offers to its customers with disabilities accessible services and device options supported by the Android, iPhone, Windows Phone and BlackBerry operating systems.

T-Mobile's Simple Choice Data Only / Deaf or Hard of Hearing (DHH) plans provide unlimited data and messaging services to customer phones without the need for voice services.

T-Mobile's billing statements are provided online on the my.tmobile.com website and are accessible to the visually impaired using readily available reading programs. T-Mobile also offers billing statements in large print for the visually impaired upon request.

For additional information on accessibility solutions in the Android marketplace for persons with disabilities, please visit www.google.com/accessibility/products.

For questions regarding accessibility on your iPhone, please visit: www.apple.com/accessibility.

For questions regarding accessibility on your Windows Phone, please visit: www.windowsphone.com/en-us/how-to/wp8/basics/accessibility-on-my-phone.

For questions regarding accessibility on your BlackBerry handset, please visit: us.blackberry.com/legal/accessibility.html.

 

Directory Assistance Program

T-Mobile champions diversity and inclusion, including by offering certain accessibility resources aimed at eliminating barriers for customers with disabilities. Our Directory Assistance Program helps provide greater access to 411 information services for customers with visual, physical and/or cognitive disabilities by offering credits for such services.

For instructions on how to apply for the Directory Assistance Program, download the Directory Assistance Exemption Form: T-Mobile 411 Accessibility Form

For more information about the Directory Assistance Program or the other accessibility benefits T-Mobile offers, our Customer Care department is available to assist you. They are available between 3:00 AM - 10:00 PM PST, Monday through Sunday, toll free at: 1-800-937-8997.

 

T-Mobile TTY policy

TTY, also known as Text Telephone Device or Telecommunication Device for the Deaf (TDD), is a special device required at both ends of the conversation that enables people who are deaf, hard of hearing, or speech-impaired to use the telephone to communicate. TTY works by allowing people to type messages back and forth to one another instead of talking and listening.

The FCC requires digital wireless carriers to have the capability to transmit a call from a wireless phone that is connected to a TTY. While the FCC mandate pertains specifically to calls made to 9-1-1, the ability to make a call to 9-1-1 means that they can also complete a call to anyone, anywhere, provided the party on the receiving end of the call also has a TTY.

 

TTY on T-Mobile's network

T-Mobile’s higher speed data services, including LTE, support use of IP-based telecommunications relay services including Video Relay Service, IP Relay, and IP Captioned Telephone Service through providers of those relay services. T-Mobile recommends use of these relay services as the most effective means of placing assisted calls, including to 911. If a T-Mobile customer nonetheless wants to use a mobile TTY, T-Mobile’s GSM and UMTS cellular network is TTY compatible. All T-Mobile price plans and most handset features will work with TTY. Customers will need to visit a T-Mobile retail store or contact Customer Service for assistance with selecting the proper rate plan and service activation.

Customers should be aware that TTY does not work on voice calls that are placed over Wi-Fi or Voice-over LTE at this time. This means that TTY calls, including TTY calls to 911, cannot be made while using IP-based calling, including Wi-Fi Calling and Voice over LTE. Customers with communications disabilities who need to call 911 while using IP-based calling should use IP Relay, Video Relay, or IP Captioned Telephone Service to reach emergency personnel.

 

Support

T-Mobile will provide accessible support for wireless network service, and with billing inquiries. Please contact our Accessibility Customer Support at 1-844-375-8107 if you have any questions or need special assistance. For additional support, please contact Customer Support.

 

Closed Captioning Contact Information

If you receive IP-delivered video from T-Mobile TV and have questions, concerns or a complaint, please contact us by writing to: T-Mobile Closed Captioning, ATTN: T. Shwonek, Legal Affairs, 12920 S.E. 38th Street, Bellevue, WA 98006, tel: 425-383-4000, fax: 425-383-4030, email: ClosedCaptioning@T-Mobile.com. For information on resolving disputes with T-Mobile, please review our Terms and Conditions under the heading "Dispute Resolution and Arbitration."

For additional information about closed captioning, see the FCC Guide.

 

Inquiries?

For media requests, commercial questions or customer service inquiries, visit our Contact Us page.