A Message from our CEO to Customers: An Update on COVID-19


T-Mobile Customers,

My thoughts and prayers are with you and your loved ones during these uncertain times, and like so many, I have a heavy heart as I hear each day about the impacts COVID-19 is having on our communities. We continue to monitor this situation closely and wanted to take a moment to summarize some of the things we are doing to keep you connected and safe. We are also providing regular updates in our newsroom and I am pleased to let you know that we have launched a new customer response webpage to help you stay up to date with latest T-Mobile actions and developments.

 

Keeping You Connected

Our network provides a critical connection to family, friends, loved ones and essential services such as first responders, healthcare, government agencies and schools. Rest assured that our network is fully operational and that we have a tremendous amount of capacity to meet your needs. However, we have taken extra steps to ensure that our network continues to perform and meet increased demand including, spectrum sharing agreements with Comcast, DISH and others to deliver a 58% increase in capacity of our 600 MHz spectrum coverage. We’ve also implemented plans to expand roaming access for Sprint customers to support their needs as well. Our Network Operations Centers continue to operate 24 hours a day, seven days a week, to monitor our network performance, including calls to 911 - and our technician workforce is on call to rapidly respond.

Access to unlimited data is more important than ever and we have already taken steps to ensure that ALL current T-Mobile customers on plans that have data are provided with unlimited smartphone data while on the T-Mobile network for the next 60 days. We are also providing additional mobile hotspot data, offering Lifeline partners more data, and increasing the data allowance for schools and students using EmpowerED over that same period of time.

 

Serving our Customers

We know it’s important for you to feel comfortable in our stores to get the help you need, so we have increased the frequency of cleaning and sanitization efforts in our stores. We are also managing our staffing levels and store availability to provide help to consumers while actively supporting social distancing goals. We are there to meet your needs throughout this crisis.

If you would rather work with us remotely, we have some great options for you. Businesses and consumers can talk with your Team of Experts by dialing 611. And you can also connect with us through Facebook and Twitter @TMobileHelp. If you shop with us online, we are offering free two-day shipping on devices for 60 days as a courtesy. These are just some examples of steps we’re taking to do our part to help you, our customers, get through this difficult time.

 

Supporting our Employees

We’ve also been working to keep our employees as safe as possible, including advising those who can work from home to do so. As an essential service provider, we realize that we must also continue to be there to help keep our customers connected. So, we have established a support structure for our employees in roles that do not have an option to work from home to ensure they can follow public health guidance or stay at home for their families if the need arises. This includes flexible work schedules, additional paid time off and steps to maintain income for our hourly employees.

I am inspired as I see communities, our nation and the world coming together to fight this pandemic. Our team is part of your community and we are dedicated to supporting you all through this unprecedented time. Please stay safe and know that you can count on T-Mobile!

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CEO, T-Mobile USA