FAQs



topWhat is a cell site and how does it work?
A wireless network operates on a grid that’s divided into geographic areas or cells. Within each geographic cell is a wireless facility, or "cell site," that contains low-powered radio equipment required to send and receive calls. A cell site uses transmitters and receivers, connected to antennas, to provide service within its coverage area. Ideally, the areas covered by each cell site overlap, so calls pass seamlessly from one cell site to another as a caller moves around. When you make a call, your mobile phone sends your voice or information via radio signals to the cell site serving your area. Your call then goes to a central facility, called a switch, that identifies the destination for your call and forwards it via the public telephone network, the same infrastructure landline calls use. Your call will go directly to a landline phone or if it’s headed to another mobile phone, it will travel to another switch, a cell site, and then be delivered via radio signal.
topHow often does T-Mobile monitor the network coverage?
We monitor our network continually. Our engineering team is constantly analyzing available coverage and future expansion needs to determine when and where we'll add coverage next.
topHow does T-Mobile decide where to put new cell sites?
We are constantly expanding our network to maintain the quality our customers rightfully expect. Better coverage keeps you connected to everyone and everything that matters most to you—your friends, family, even emergency services. Determining when and where a new site should be built is a rigorous and scientific process. Our engineers continually gather information about our network and use that data in their analysis. They also take into account customer input from surveys, feedback we receive directly from customers, call volumes, usage patterns, and other performance metrics. On top of that, our field technicians collect real-time drive test data. Taken together, this gives us a precise and in-depth understanding of our network quality, so we can make the best decisions as to where to deepen and expand our network coverage.
topWhy is my coverage sometimes different in the same place?
Several factors—including network changes, traffic volume, service outages, technical limitations, signal strength, your equipment, terrain, structures, foliage, weather, and other conditions—may interfere with service quality and availability. This includes the ability to make, receive, and maintain calls, as well as to send and receive data and messages.
topWhat if I experience a coverage issue?
If you have a coverage issue, please call Customer Care at 1-877-453-1304, or 611 from your T-Mobile phone. We strongly encourage you to call—giving us this valuable feedback helps us determine where we need to improve coverage.
topCan I use my phone if I travel internationally?
Yes—we offer coverage worldwide. To check international coverage in the places you'll be visiting, go to the International Roaming page. Note: Before you go, please call Customer Care at 1-877-453-1304 or 611 from your T-Mobile phone to activate WorldClass International Roaming service. The service is free, and you can check per-minute rates for calls on the International Roaming page. Please be sure your phone supports the frequency used in the country you'll visiting.