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 @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 your @Home service. This location information should be updated if you use @Home via 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, 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 Communication 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 Center to deploy the best possible 9-1-1 service supported by the 9-1-1 Communications Center. If you are at your @Home registered location and GSM wireless coverage is unavailable, your handset will try to complete the 9-1-1 call using its @Home 9 1-1 call processing functions. The location provided by the subscriber as described above is one of a number of methods which may be used for 9-1-1 call routing to the appropriate 9-1-1 Communications Center and for providing the 9-1-1 Communications Center your location.
If you are accessing @Home 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 accessing @Home service via an access point other than the one you use in your usual @Home location, 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. When you return to your regular @Home location, it is important for you to re-register your @Home service location.
No. Please do not call 9-1-1 to simply “test” the system. T-Mobile works very closely with the 9-1-1 Communication Center to deploy the best possible 9-1-1 service . Please be sure to register the location of your @Home service as described above.
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