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) LG G6™ (rated M4 & T3) LG V20™ (rated M4 & 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 Note5 (rated M4 & T3)

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


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.


RTT

Real-Time Text (RTT) provides an alternate way of meeting the communication needs of consumers with disabilities. It is designed to provide a more instant transmission and delivery of a message as it is being composed, in an effort to make it more functionally equivalent to a typical voice conversation. For example, the user may be able to see partial responses and begin to develop a response in return before the entire message has been conveyed, which could help to reduce crossed answers and better connect to 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.