Got questions?

Q: How can I interact with T-Mobile without coming into a store?

You can chat with us on T-Mobile .com or manage your account and services, upgrade your phone and more in the T-Mobile App (in the App Store or Google Play) or My T-Mobile and get easy online access to check your usage, pay your bill, upgrade your plan, and more. T-Mobile continues to implement options to ensure we are available to serve you. Beginning now in select markets, and nationally in the second half of April, you can make an appointment through the store locator page on T-Mobile .com for curbside fulfilment on device and accessory orders (look for "Appointments Available").

Question 1

Can I pay my bill online?

Accepted Answer

Yes! T-Mobile Customers: Log into your account to make a one-time payment or visit the T-Mobile App. Then sign up for your T-Mobile ID and get easy online access to check your usage, pay your bill, upgrade your plan, and more.

Question 2

What if I need more time to pay my bill?

Accepted Answer

We understand, if you are past due you can set up a payment arrangement online, or dial 611 from your T-Mobile device to speak to our support team to find the best solution for you. If you've previously contacted us and obtained relief that is ending, contact us again if you need additional options.

Question 3

I come into your stores all the time, how do I know they’re safe?

Accepted Answer

We want to ensure we’re available to serve you in person so we’re taking a number of precautions to ensure you and our employees are safe. These include:

Requiring [cloth] masks or facial coverings for employees, customers and visitors age 2 and over, at all times
Masks and facial coverings should fit tightly across the face, covering the nose and mouth
Continuing increased cleaning and sanitization
Making hand sanitizer available throughout the stores
Interacting at a safe distance
Adding signage in stores indicating where you and other customers should stand

Gentle reminder, if you’re not feeling well, we have a lot of great self-help options: You can chat with us on T-Mobile.com, or manage your account or upgrade your phone and more in the T-Mobile App (in the App Store or Google Play) or My T-Mobile. Then sign up for your T-Mobile ID and get easy online access to check your usage, pay your bill, upgrade your plan, and more.

Please note that according to the Centers for Disease Control and Prevention Guidelines, cloth face coverings should not be placed on young children under the age of 2, anyone who has trouble breathing, or is unconscious, incapacitated or otherwise unable to remove the mask without assistance.

Question 4

Are all your stores open?

Accepted Answer

The majority of our stores are open. Visit our store locator page for store status and hours and we encourage you to set an appointment for a time that works best for you.

Question 5

How can I interact with T-Mobile without coming into a store?

Accepted Answer

You can chat with us on T-Mobile.com or manage your account and services, upgrade your phone and more in the T-Mobile App (in the App Store or Google Play) or My T-Mobile and get easy online access to check your usage, pay your bill, upgrade your plan, and more.

T-Mobile continues to implement options to ensure we are available to serve you. Beginning now in select markets, and nationally in the second half of April, you can make an appointment through the store locator page on T-Mobile.com for curbside fulfilment on device and accessory orders (look for "Appointments Available").

Question 6

Is help available 24/7?

Accepted Answer

Yes, our support team is available 24 hours a day, 7 days a week. However, as we align to evolving COVID-19 guidelines from state, local and federal government agencies, we’re temporarily adjusting our hours to keep our employees and our communities safe. To manage your account or to set up a payment arrangement, just login to My T-Mobile, or download the T-Mobile App.

Question 7

I need help with TVision installation or my existing service. Can you help?

Accepted Answer

We have suspended professional installations. Our TVision Care team will be reaching out to get a self-install kit sent to you. You can also view step-by-step installation instructions are available here.

If you have questions or are currently experiencing issues with your TVision Home service, our Care team is available.

Email us at customer.service@tvision.com
Chat with us, open or respond to a support ticket via the TVision Home page https://www.t-mobile.com/tvision
Text us at 877-773-1563
Call us at 1-877-773-1563

Question 8

How is your network functioning?

Accepted Answer

Our network is performing incredibly well. We have teams working 24/7 to ensure it continues to perform for all our customers, even under times of anticipated heavier traffic.

Question 9

What are you doing to boost network capacity?

Accepted Answer

T-Mobile is continuing to take steps to help ensure everyone across the country can stay connected during this critical time. We have agreements with multiple spectrum holders to temporarily light up additional 600 MHz spectrum, expanding network capacity for customers across the country. We're also expanding roaming access for Sprint customers to use the T-Mobile network. Learn more here.

In response to COVID-19, we’re committed to providing you safe and convenient solutions to keep you connected—whether you’re at home or visiting one of our stores.

The help you need—from home.

Book an in-store appointment.