Before you board, make sure to:
Once you’re on board:
Your compatible device will receive a notification, prompting you to update your software. If your device requires a software update, you can initiate it on the ground yourself when you have an available Wi-Fi connection….like in the concourse while you’re waiting for your bags.
Users of Android devices can check for software updates through the menu by selecting Settings, then About Device, and then Software Update. If you are uncertain how to do this, please contact T-Mobile at 1-800-937-8997 for assistance.
Apple users can learn how to update their software here http://support.apple.com/kb/ht4623 or contact T-Mobile at 1-800-937-8997 for assistance.
Before you board and attempt to connect to Gogo Wi-Fi, you must:
Please verify that:
If you still cannot connect, contact Gogo Chat support while in flightin-flight. Once you land, you also can also contact T-Mobile Care by calling dialing 611 from your device or 1-800-937-8997.
Your device needs to establish a connection to the Wi-Fi Calling service. During long connection set-up times, your device will wait between retries. By resetting (turning off and then on) your Wi-Fi connection after you have completed CAPTCHA, your device will start connecting right away.
In settings, simply turn your Wi-Fi radio OFF, then back ON. Do this only after you have completed CAPTCHA.
A software update to your device is required to use Wi-Fi while in airplane mode. Unfortunately, not all devices are backwards-compatible to receive the update.
Messaging applications that require a data connection will not work.
No, you do not need to add a feature to your account. Connecting to the Gogo Wi-Fi is included at no extra charge for T-Mobile customers to send text or pictures messages. For additional data needs, you may purchase data access directly from Gogo.
Messages sent and received while using T-Mobile in-flight Message over Gogo are billed according to your rate plan and features – just like other messages sent domestically over Wi-Fi.
Messages sent and received while using T-Mobile In-flight Texting powered by Gogo are billed according to your rate plan and features the same as if they were messages sent domestically over Wi-Fi.
Gogo cannot guarantee in-flight Wi-Fi availability on specific flights. Customers can check their ticket / boarding pass or contact their airline for details.
Short codes for account and phone information, as well as call service short codes will not work.
Emergency calls and texts to 911 are not available while in-flight.
You always should follow the instructions of your cabin crew. Their rules are for your safety. Putting your device in airplane mode should be part of your pre-flight check in process. Your T-Mobile device’s software enables you to turn on Wi-Fi and use Wi-Fi calling to send and receive messages in-flight.
It may take several minutes for you device to connect. If you have not connected, try turning the Wi-Fi Calling setting off through your device settings and then turn it back on. Check your screen for any error messages after turning on Wi-Fi Calling. Open a browser and follow the verification steps to connect.
The SIM card you are using is not associated with a valid E911 address on your account. In-flight help is not available for this error. Once you land, add or update your E911 address using my.t-mobile.com or, MyAccount or by calling Customer Care by dialing 611 from your device or 1-800-937-8997.
Your SIM card is missing an important update. In-flight help is not available for this error. Once you land, call T-Mobile Customer Care by dialing 611 from your device or 1-800-937-8997 for assistance in receiving the needed Over the Air update.
Your SIM is not compatible with your Wi-Fi calling enabled device. Please replace your SIM card. For assistance, visit a T-Mobile Retail store or call T-Mobile Customer Care by dialing 611 from your device or 1-800-937-8997.
Yes. You can receive voicemails if you are using T-Mobile Visual Voicemail on your phone (see below).
Visual Voicemail is a phone application that allows you to receive, view, and listen to all of your voicemails directly from your phone, in any order, without the need to call into your voicemail.
For compatible Android devices, Visual Voicemail can be found in the application tray. Look for the application called “Visual Voicemail” with the icon that looks like an envelope with a tape reel.
For compatible iPhone devices, go into your phone Settings and click on the Voicemail icon.
Before you board:
Once you are on board:
If you receive a new voicemail, your phone will notify you with a standard Android or iPhone notification. Click on the notification or go directly into the your application to listen to the Voicemail message, by selecting the message and clicking the Play button.
Yes. If you are subscribed to Voicemail to text and use Visual Voicemail, you will continue to receive voicemails with text in your Visual Voicemail application.
If in addition to listening to your voicemails you would like to receive voicemails transcribed into text, you will need to activate Voicemail to Text on your T-Mobile account (paid subscription required). On Android devices and before you board the plane, you can do this by accessing the Visual Voicemail application, opening Settings, and then subscribing to Voicemail to Text. Or you can call T-Mobile Care by calling 611 from your device or 1-800-937-8997.