T-Mobile accessibility

T-Mobile is committed to providing products and services that meet a variety of communication needs.

Accessibility support

T-Mobile will provide accessible support for wireless network service and billing inquiries. Please contact our Accessibility Customer Care at 1-844-375-8107 if you have any questions or need special assistance. For additional support, please contact Customer Care.

For media requests, commercial questions, or customer service inquiries, visit our visit our Contact Us page.

T-Mobile Disability Equality Index score

T-Mobile received its first 100 percent score on the Disability Equality Index (DEI), making T-Mobile a Best Place to Work for Disability Inclusion. The index is a rigorous benchmark of inclusion practices administered by the U.S. Business Leadership Network and the American Association of People with Disabilities. In its third year, the index recognizes companies that are advancing their disability inclusion efforts to people with disabilities throughout their workforces, marketplaces, and supply chains. T-Mobile is one of only 68 companies to score 100!

We’re offering devices with you in mind

T-Mobile offers accessible services and device options supported by the following operating systems.

Visual

Alternate billing options

T-Mobile's billing statements are provided online at my.tmobile.com and are accessible to the visually impaired using readily available reading programs. T-Mobile also offers alternate printed billing options. For more information please contact Accessibility Customer Care at 1-844-375-8107.


Directory Assistance Program

Our Directory Assistance Program helps provide greater access to 411 information services for customers with visual, physical and/or cognitive disabilities by offering credits for such services. For instructions on how to apply for the Directory Assistance Program, download the Directory Assistance Exemption Form: T-Mobile 411 Accessibility Form


For more information about the Directory Assistance Program or other accessibility benefits T-Mobile offers, our Customer Care department is available to assist you. Customer Care is available between 3:00 a.m. -10:00 p.m. PT, Monday through Sunday, toll free at 1-800-937-8997.

Speech

RTT

Real-Time Text (RTT) provides an alternate way of meeting the communication needs of consumers with disabilities. It provides a more instant transmission and delivery of a message as it is being composed, making it more equivalent to a typical voice conversation. For example, the user may be able to see partial responses and develop a response before the entire message is complete. This can help reduce crossed answers and better connect emergency 911 services in supporting locations.


For more information on the benefits of Real-Time Text and the adoption of RTT rules by the FCC, visit FCC RTT Rules Adoption. Please check back for a full list of RTT-enabled handsets and devices, coming soon.

Text–to-911 service

Users may be able to reach emergency services by sending an SMS text message to 911 from their mobile phones or devices, depending on where they reside. You will receive a bounce-back message if 911 text service is not available. When possible, the FCC encourages users to first contact 911 via voice call because text-to-911 is not available everywhere.


For more information on text-to-911 service by the FCC and what locations the service is available in, visit FCC Text to 911: What You Need To Know.

Seniors

Easy-to-use handsets

T-Mobile offers a wide range of handsets to meet seniors' needs. From flip phones to affordable smartphones and premium phones, T-Mobile can help you find the right phone for you.

For more information check out T-Mobile phones.


T-Mobile Location Services

T-Mobile offers products that can help monitor your location and safety and keep tabs on your family. For more information about products that support location services, visit T-Mobile SyncUP DRIVE.

Alternate billing options

T-Mobile's billing statements are provided online at my.tmobile.com and are accessible to the visually impaired using readily available reading programs. T-Mobile also offers alternate printed billing options. For more information, please contact Accessibility Customer Care at 1-844-375-8107.

Virtual personal assistants

There are several virtual personal assistants available on today’s mobile devices that work hard to make life easier.

Auditory

T-Mobile ensures that a certain portion of its essential handsets offered to customers are compatible with hearing aids.


Some hearing aid users may detect interference in the form of a buzzing, humming, or whining noise when using a wireless phone. The amount of interference experienced may vary due to differences in immunity levels of hearing aids.


A rating system (M1 through M4 for microphone and T1 through T4 for telecoil) is used to assist consumers with identifying handsets designed to be compatible with hearing aids. Federal Communications Commission (FCC) rules require the labeling of phones that receive a rating of 3 or 4, which are deemed to be hearing aid compatible. Phones that receive a rating of 3 or 4 usually cause the least amount of interference. Typically, the higher the M or T rating assigned to a phone, the less interference.


Although the rating system is not a guarantee, it is a useful tool for consumers to determine the most appropriate wireless handset.


For additional information about hearing aid compatibility with digital wireless phones, see the hearing aid compatibility brochure and the FCC guide.

Important note about HAC phones

Hearing-aid-compatible phones have been tested and rated for use with hearing aids for some of the wireless technologies they use. However, some newer wireless technologies used in these phones may not been tested yet for use with hearing aids. It is important to try the features of your phone thoroughly and in different locations, using your hearing aid or cochlear implant, to determine if you hear any interfering noise. Consult the manufacturer of your phone for information on hearing aid compatibility. If you have questions about return or exchange policies, consult your service provider or phone retailer.


Handsets with Wi-Fi or Voice over LTE (VoLTE) calling capabilities may not have been tested for hearing aid compatibility in these calling modes.

Hearing Aid Compatible Phones

T-Mobile currently offers the following hearing- aid-compatible handsets—all rated at M3 or better.


Best/Premium: Devices featuring higher-end design, materials, and finishes, paired-up with a more sophisticated user interfaces and functionalities.


Apple iPhone 6s (rated M3 & T4) Apple iPhone 6s Plus (rated M3 & T4) Apple iPhone SE (rated M3 & T4) Apple iPhone 7 (rated M3 & T4) Apple iPhone 7 Plus (rated M3 & T4) Apple iPhone 8 (rated M3 & T4) Apple iPhone 8 Plus (rated M3 & T4) Apple iPhone X (rated M3 & T4) LG G6™ (rated M4 & T3) LG V20™ (rated M4 & T3) LG V30+™ (rated M3 & T3) Motorola Moto Z Force Edition 2nd Gen (rated M4 & T4) Samsung Galaxy S7 (rated M4 & T3) Samsung Galaxy S7 Edge (rated M4 & T3) Samsung Galaxy S8 (rated M4 & T3) Samsung Galaxy S8+ (rated M3 & T3) Samsung Galaxy S8 Active (rated M4 & T3) Samsung Galaxy Note5 (rated M4 & T3)

Good: Entry-level phones with straight-forward features, applications, and designs.


T-Mobile REVVL® Plus (rated M3 & T3) Alcatel GO FLIP™ (rated M4 & T4) Coolpad Defiant (rated M4 & T3) Kyocera DuraForcePRO (rated M3 & T3) LG Aristo™ (rated M3 & T3) LG K20™ plus (rated M3 & T3) LG Stylo™ 3 PLUS (rated M3 & T3) Samsung Galaxy J3 Prime (rated M3 & T3) Samsung Galaxy J7 (rated M4 & T3)

For more information about hearing aid-compatible phones, please contact Customer Service.


T-Mobile USA, Inc. has a limited phone exchange, return, and upgrade opportunity for hearing-aid-compatible phones that are used by customers meeting certain restrictions. Customers are limited to 14 days for purchases from a T-Mobile retail location and 20 days for purchases made online or over the phone. For additional information, please contact T-Mobile at 1-800-937-8997 or via TTY Customer Care at 1-877-296-1018 (TTY hours: 5:00 a.m. – 10:00 p.m. PT, daily).

Telecommunications Relay Services

Telecommunications Relay Services (TRS) allow customers who are deaf or hard of hearing to engage in communication by means other than talking and listening.


T-Mobile TTY policy

A TTY, also known as a Text Telephone Device or Telecommunication Device for the Deaf (TDD), is a special device that enables people who are deaf, hard of hearing, or speech-impaired to use the telephone to communicate. TTY works by allowing people to type messages back and forth to one another instead of talking and listening. The device is required at both ends of the conversation.


The FCC requires digital wireless carriers to have the capability to transmit a call from a wireless phone that is connected to a TTY. While the FCC mandate pertains specifically to calls made to 911, the ability to make a call to 911 means users can also complete a call to anyone, anywhere, provided the party on the receiving end of the call also has a TTY.


TTY on T-Mobile's network

T-Mobiles higher speed data services, including LTE, support the use of IP-based Telecommunications Relay Services such as Video Relay Service, IP Relay, and IP Captioned Telephone Service through providers of those relay services. T-Mobile recommends use of these relay services as the most effective means of placing assisted calls, including to 911. If a T-Mobile customer nonetheless wants to use a mobile TTY, T-Mobile’s GSM and UMTS cellular network is TTY compatible. All T-Mobile price plans and most handset features will work with TTY. Customers will need to visit a T-Mobile retail store or contact Customer Service for assistance with selecting the proper rate plan and service activation.


Customers should be aware that TTY does not work on voice calls that are placed over Wi-Fi or Voice over LTE at this time. This means that TTY calls, including TTY calls to 911, cannot be made while using IP-based calling, including Wi-Fi Calling and Voice over LTE. Customers with communication disabilities who need to call 911 while using IP-based calling should use IP Relay, Video Relay, or IP Captioned Telephone Service to reach emergency personnel.


For more information, please view this short video about TTY on T-Mobile's network.

Closed captioning contact information

If you receive IP-delivered video from T-Mobile TV and have questions, concerns or a complaint, please contact us by writing to:


T-Mobile Closed Captioning
ATTN: T. Shwonek, Legal Affairs
12920 S.E. 38th Street
Bellevue, WA 98006

Tel: 425-383-4000
Fax: 425-383-4030
Email: ClosedCaptioning@T-Mobile.com


For information on resolving disputes with T-Mobile, please review our Terms and Conditions under the heading “Dispute Resolution and Arbitration.” For additional information about closed captioning, see the FCC Guide.


Real-time text (RTT) allows consumers to send and receive instant transmission of text messages as they are being composed, making these messages more equivalent to typical voice conversations. RTT also allows voice communication at the same time as text communication (simultaneous voice and text).

T-Mobile customers using Voice over LTE (VoLTE) or Wi-Fi Calling will be able to send and receive RTT calls with other T-Mobile customers who are also using VoLTE or Wi-Fi Calling using RTT-enabled devices, as well as to subscribers of other carriers that support RTT. The first RTT-capable devices will be available from T-Mobile beginning December 31, 2017, and by December 31, 2019, all new devices sold by T-Mobile will be able to send and receive RTT calls when using VoLTE or Wi-Fi Calling.


What is RTT?

Real-time text, or RTT, is a communication protocol that allows users who are deaf, hearing impaired or have speech disabilities to send and receive textual messages in real time. Characters are sent as they are typed, allowing the other party to see a message as it is being written. Unlike other types of texting methods, RTT is similar to a voice call – when you place an RTT call, the other party must answer the call, and when the call is over, both parties hang up.


Why is T-Mobile offering RTT?

RTT is a replacement for an older technology that uses teletypewriter devices, or TTYs, to send and receive textual messages during a phone call. TTYs are mostly special telephones connected to old phone networks. RTT uses IP network technology that may provide improved reliability, accuracy, and speed. RTT also has increased functionality, such as an expanded character set, and offers the ability to use talk and text at the same time. Accordingly, RTT may provide a better way of communicating with text for consumers that need to communicate in real-time using text. RTT is expected to be available on additional T-Mobile devices thru 2018 and 2019, eliminating the need for special devices.


How is RTT different from SMS or MMS?

SMS (short message service) and MMS (multimedia message service) are “best effort” services, meaning that messages are not always received immediately, and sometimes messages are received out of order. RTT, on the other hand, is like a voice call – when you place an RTT call, the other party must answer the call, and when the call is over, both parties hang up. While RTT is designed to allow simultaneous voice and text, RTT calls to a TTY device may not have simultaneous voice calling available. In addition, group or conference calling is not currently available with RTT.

Who can use RTT?

As of December 31, 2017, T-Mobile customers, including customers who are deaf, hearing impaired or have speech disabilities, using VoLTE or Wi-Fi Calling and using the LG G6 or Samsung Note 8 handsets will be able to send and receive RTT calls with other T-Mobile customers on VoLTE or Wi-Fi Calling who are using the LG G6 or Samsung Note 8. (Additional RTT devices are coming soon.) In addition, T-Mobile customers will be able to make RTT calls to and receive such calls from other carriers’ subscribers who are able to make and receive RTT calls. By December 31, 2019, all new devices sold by T-Mobile are expected to be capable of making and receiving RTT calls from VoLTE or Wi-Fi Calling. During this transition period, while the technology matures, RTT calling may not work as expected if you are roaming on another carrier’s network or if you are roaming on a network that does not support VoLTE. RTT will not work on T-Mobile's 2G and 3G networks. Roaming customers who are able to make VoLTE calls may be able to make RTT calls, depending on the roaming network.


What Type of Service Plan will I need?

T-Mobile customers on voice plans will be able to take advantage of RTT on their RTT-enabled device. RTT is only available when a voice call is placed or received on an RTT-enabled device. If you have a data only plan and would like to use RTT, you will need to switch to a voice plan. A voice plan is required because RTT technology requires voice call functionality in order to work. To change your plan or obtain more information on which plans and devices are required for RTT, please contact T-Mobile's Accessibility Queue at 1-844-375-8107.


Can I make an RTT call to someone who is not a T-Mobile subscriber?

Maybe. Not all carriers are required to make RTT available by the end of 2017, and RTT is not supported on older 2G and 3G networks.


Can I use RTT if I am roaming on another network?

Maybe. If you are roaming on a network that supports VoLTE and RTT, you should be able to make RTT calls while roaming. Not all wireless carriers have rolled out RTT yet, and not all LTE networks support VoLTE. If you are roaming on a network that does not support VoLTE or RTT calling, you will not be able to make RTT calls.


Can I make RTT calls from my tablet?

For now, RTT is supported by T-Mobile's LG G6. (Additional RTT handsets are coming soon.)

T-Mobile customers with RTT-enabled devices will be able to send and receive RTT calls with other T-Mobile customers who have RTT-enabled devices. This functionality is available when the underlying network is 4G LTE (VoLTE) capable or Wi-Fi calling has been enabled. RTT will not function in the 2G/3G network. As inter-carrier RTT networks becomes operational, T-Mobile subscribers will also be able to send and receive RTT calls with subscribers of other carriers that support RTT functionality. The first RTT-capable devices will be available from T-Mobile beginning December 31, 2017, and by December 31, 2019, it is expected that all new devices sold by T-Mobile will be able to send and receive RTT calls when using VoLTE or Wi-Fi Calling.

Consumers can also use RTT to communicate with people using legacy teletypewriters, or TTY devices, on legacy networks. Note that RTT supports additional characters that may not be available on TTY. And because TTY is an older technology, TTY users have developed etiquette regarding how to signal when a message is complete, when to pause and wait for a reply, and when to end a call. RTT users may not be aware of this etiquette. If you are not sure how to use RTT when interacting with TTY users, or if you experience difficulty making an RTT call to a recipient using TTY, consider using an alternative communication method.

RTT calls to 911 may be answered by emergency services personnel using TTY devices. Consumers using RTT to contact 911 should be aware of the differences between RTT and TTY, including how certain characters are translated between the two and that emergency responders who answer the call are likely to use TTY etiquette in their responses. If you experience difficulty making an RTT 911 call, you may want to try an alternative means of reaching 911, including making a voice call.