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Since Hurricane Ida made landfall two weeks ago, T-Mobile has worked tirelessly to help ensure quick restoration of our network and support the hardest hit communities across the South and Eastern seaboard.

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Network   After Ida swept through the Southeast, our engineering team braved challenging conditions but were able to move quickly to assess network impacts and begin recovery in even the hardest hit areas of southeast Louisiana. Thanks to their efforts, we can report that our network is nearing complete restoration. A very small number of sites remain down due to lack of commercial power, however, our teams will continue to use temporary network solutions such as Cells on Wheels (COWs) and Cells on Light Trucks (COLTs) satellite infrastructure to minimize customer impacts until they are fully restored.

Community Response  Our community support teams have traveled across southeast Louisiana providing much-needed supplies at recreation centers, churches and schools. They made 28 stops throughout New Orleans, Baton Rouge, and in small towns like Covington, Houma and Berwick. To date, T-Mobile has provided nearly 8,000 phone chargers, 7,400 charging cables, and more than 5,600 pre-activated devices to help residents stay connected.

Customer Support Even as the majority of our T-Mobile, Sprint, and Metro by T-Mobile customers are on plans offering unlimited talk, text and data, after Ida hit the Gulf Coast, T-Mobile offered free talk, text and unlimited data to T-Mobile, Sprint consumer and business customers, and T-Mobile Pre-Paid customers in select areas of Louisiana and Mississippi who were not. If you are a customer and need assistance or have questions about your account or service, please call 611 or 1-800-937-8997 from your handset and we will be happy to help.

Store Update As we recover from the effects of the storm, nearly all of our T-Mobile, Sprint and Metro by T-Mobile retail locations have reopened to serve the community. A small number of stores that sustained damage during the storm remain temporarily closed or are working on reduced hours. If you need to visit us, please reach out to your <a href="https://www.t-mobile.com/store-locator">local store</a> to confirm they are open. You can also call 611 or 1-800-937-8997 from your handset if you need assistance or have questions about your account or service and we will be glad to assist.

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Network Our network remains strong in the northeastern U-S with minimal impacts from the remnants of Ida. As flooding remains in parts of New Jersey and Pennsylvania, we will continue to monitor the situation in that region.

In Louisiana, T-Mobile engineering teams are working towards full restoration of our network in the parishes of Jefferson, Orleans, St Tammany, East and West Baton Rouge and Ascension.  Sites in severely impacted cities like Houma and New Orleans are coming back online, with the help of network support equipment like COWs and COLTs. Teams also continue to refuel generators as local utilities work on resolving ongoing power outages.

Community Support T-Mobile disaster recovery teams have visited 21 community support locations in Louisiana, including the cities of Denham, Hammond, and Berwick. They’ve set up in high school gyms, churches, and civic centers to provide more than 14,000 supplies including device charging banks and cables, so people can stay connected with their friends and family during the ongoing recovery.

Store Update A small number of stores remain closed in Louisiana. If you need to visit us, please reach out to your local store to confirm they are open. You can also call 611 or 1-800-937-8997 from your handset if you need assistance or have questions about your account or service and we will be happy to help.

Text to Donate Text IDA to 90999 to make a one-time $10 donation to the American Red Cross. They’ve already mobilized to the Gulf Coast and are readying supplies, food and volunteers to help people in need. Or text RUBICON to 20222 to make a one-time $10 donation to Team Rubicon to help the Greyshirts remain at the ready to support with expedient home repair and reconstruction, muckouts and assessments to water damaged homes, and clearing debris away from residences. Text messaging charges may apply, and the one-time donation will show up on their next T-Mobile bill. For more information, please visit: <a href="https://www.t-mobile.com/customers/text-to-give">https://www.t-mobile.com/customers/text-to-give</a>

Network T-Mobile’s network in the northeast U.S. is holding up strong even as flooding from Ida continues in several states. We will continue to monitor the situation and remain ready to engage if needed.

In southeast Louisiana, T-Mobile engineering teams have made significant progress over the past 24 hours restoring service in Jefferson, Orleans, St Tammany, East and West Baton Rouge and Ascension parishes. Our teams have nearly completed their assessment of the offline network sites they could safely access. They now understand the extent of the damage and can focus on repairs and restoration. With much of the area still without electricity, teams are refueling generators regularly to help make sure our customers are connected while local power and utilities teams work to restore power.

Community Support In Louisiana, T-Mobile response teams are on the ground providing much-needed supplies in New Orleans, Baton Rouge, and Lafourche Parish, including phones with 30 days of free T-Mobile voice, text and data; phone battery chargers and universal charging cables.

Customer Assistance To further assist our customers affected by Ida, we have extended our offer for free talk, text, and unlimited data through September 10th in select Louisiana Parishes. This applies to T-Mobile, Sprint consumer and business customers (except Enterprise and Government accounts), and T-Mobile Pre-Paid who are not already on unlimited plans. As a reminder, Metro by T-Mobile customers always have unlimited talk and text on all plans.

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Network As remnants of Ida move through the northeast U.S. causing flooding in New York, New Jersey and other states, our network in that region has held strong and customers there have felt minimal impacts.

In the southeast, our teams in Louisiana are continuing work to restore connectivity to areas that were previously hard hit when the hurricane came through earlier in the week. In New Orleans, network sites have come back online in the parishes of Ascension, Orleans, Jefferson, East Baton Rouge, West Baton Rouge, St. Tammany and Tangipahoa. Our crews there are safely navigating storm hazards while working around the clock to bring in emergency equipment such as generators, Cell site on Light Trucks (COLT), Cell on Wheels (COWs), and satellite equipment, and setting up refueling schedules for generators. Our teams are very close to having all power needs addressed with portable generators and restoration from local utilities.

Community Support As T-Mobile teams work to get wireless connectivity restored, they are also supporting the local community. To date we have:

Store Update A number of our stores in Louisiana and Mississippi remain closed in the aftermath of the storm. If you need to visit us, please reach out to your <a href="https://nam02.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.t-mobile.com%2Fstore-locator&data=04%7C01%7CRoberta.Rowe14%40T-Mobile.com%7C54030caf134242966fdf08d96e3515b5%7Cbe0f980bdd994b19bd7bbc71a09b026c%7C0%7C0%7C637661996540616200%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=1z4FScSWy03nzOyeXRtkrTOkEc9LCJ12F7Yz1v1jm64%3D&reserved=0">local store</a> to confirm they are open. You can also call 611 or 1-800-937-8997 from your handset if you need assistance or have questions about your account or service and we will be happy to help.

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Network The majority of T-Mobile’s network in the Southeast U.S. continues to function normally as what was Hurricane Ida is now moving over land and has transitioned from a Tropical Storm to a Tropical Depression. Some sites that were previously impacted in Louisiana, Mississippi and Alabama were restored overnight as our crews have worked tirelessly to deploy large numbers of generators and rapidly power them up again. Some sites in the hardest hit areas of Southeast Louisiana remain offline. Fortunately many of them continue to have coverage from adjacent sites and our engineering teams is continuing to make their way to those impacted sites with generators and other emergency equipment. The going is tough with debris, road closures, and other obstructions, but we are working around the clock to restore service as quickly and safely as possible.

Store Update A number of our stores in Louisiana remain closed in the aftermath of the storm. If you need to visit us, please reach out to your <a href="https://nam02.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.t-mobile.com%2Fstore-locator&data=04%7C01%7CRoberta.Rowe14%40T-Mobile.com%7Ca5891d7f1243400ffe2408d96ca90d2e%7Cbe0f980bdd994b19bd7bbc71a09b026c%7C0%7C0%7C637660295662766218%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=%2FJQLqtdXo356moTR0NPCcMPd%2BKykzK7L%2BT2D1yDv0B8%3D&reserved=0">local store</a> to confirm they are open. You can also call 611 or 1-800-937-8997 from your handset if you need assistance or have questions about your account or service and we will be happy to help.

Text to Donate Text IDA to 90999 to make a one-time $10 donation to the <a href="https://nam02.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.redcross.org%2Fget-help%2Fhow-to-prepare-for-emergencies%2Fsurvival-kit-supplies.html&data=04%7C01%7CRoberta.Rowe14%40T-Mobile.com%7Ca5891d7f1243400ffe2408d96ca90d2e%7Cbe0f980bdd994b19bd7bbc71a09b026c%7C0%7C0%7C637660295662776215%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=Lti0assBn04BoJZTuBs3LBP9fkoIfoqcfMdwS7IYzkY%3D&reserved=0">American Red Cross</a>. They’ve already mobilized to the Gulf Coast and are readying supplies, food and volunteers to help people in need. Or text RUBICON to 20222 to make a one-time $10 donation to <a href="https://nam02.safelinks.protection.outlook.com/?url=https%3A%2F%2Fteamrubiconusa.org%2F%3Fgclid%3DCj0KCQjwpf2IBhDkARIsAGVo0D07TAxprR_OF5dH_kPil-8AQ3vNdqiVjZFs4u-yplS7bMkCpNGdoLIaAtBNEALw_wcB&data=04%7C01%7CRoberta.Rowe14%40T-Mobile.com%7Ca5891d7f1243400ffe2408d96ca90d2e%7Cbe0f980bdd994b19bd7bbc71a09b026c%7C0%7C0%7C637660295662776215%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=l5Cf6yTrpwPAHX%2BS%2BpYiyoYyBuagfMsCyq1w21xhIA0%3D&reserved=0">Team Rubicon</a> to help the Greyshirts remain at the ready to support with expedient home repair and reconstruction, muckouts and assessments to water damaged homes, and clearing debris away from residences. Text messaging charges may apply, and the one-time donation will show up on their next T-Mobile bill. For more information, please visit: <a href="https://nam02.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.t-mobile.com%2Fcustomers%2Ftext-to-give&data=04%7C01%7CRoberta.Rowe14%40T-Mobile.com%7Ca5891d7f1243400ffe2408d96ca90d2e%7Cbe0f980bdd994b19bd7bbc71a09b026c%7C0%7C0%7C637660295662786210%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=CG%2Ft6wdhgGGDSNfZjGhwL9dVwgRB%2Fuhmf%2Fg8wqqOcL8%3D&reserved=0">https://www.t-mobile.com/customers/text-to-give</a>

Hurricane Ida has caused widespread power outages in New Orleans and the Gulf Coast region. At the moment, our network is about 70% operational across Louisiana and Alabama. Some customers in these areas may experience intermittent impacts to voice, data and text service. The situation is still very fluid as first responders and utilities assess the damage caused by the storm.

Our engineering teams have a wide range of personnel and equipment to aid our response including additional generators, a fleet of temporary network solutions such as Cells on Wheels (COWs), Cells on Light Trucks (COLTs) satellite infrastructure, small cells, Mobile Command Trailers, WiFi hotspots and a host of other physical and technical capabilities to minimize interruptions for our customers.

The aftermath of large storms is usually a time of high demand for wireless networks as our customers look to stay in touch with loved ones and authorities. We want to remind customers that if they’re unable to make a call, they may still be able request help via text or WiFi calling (if a working Wifi connection is available). Information about WiFi calling can be found <a href="https://nam02.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.t-mobile.com%2Fsupport%2Fcoverage%2Fwi-fi-calling-from-t-mobile&data=04%7C01%7CStephen.Berge%40T-Mobile.com%7Ca0a2e3cd098546adb03508d96bee708c%7Cbe0f980bdd994b19bd7bbc71a09b026c%7C0%7C0%7C637659494090636312%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=rbrU2H8dS7izk9t2RqO02Dpo3fT0X7ZvgKrl8dIrPc8%3D&reserved=0">here</a>.

To help keep customers connected, through September 3rd, T-Mobile is offering free talk, text and unlimited data for T-Mobile, Sprint consumer and business customers (except Enterprise and Government accounts), and T-Mobile Pre-Paid who are not already on unlimited plans in select areas of Louisiana and Mississippi. As a reminder, Metro by T-Mobile customers always have unlimited talk and text on all plans.

T-Mobile continues to track Hurricane Ida as it makes landfall over the U.S. Gulf Coast. Our rapid-response teams are standing by to assist our customers and help minimize any potential service interruptions. In addition, we are working to ensure our employees, stores and facilities are well prepared for the storm conditions.

Several of our stores in Louisiana and Mississippi are taking safety precautions and may be closed ahead of the storm’s arrival. If you need to visit us, please reach out to your <a href="https://nam02.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.t-mobile.com%2Fstore-locator&data=02%7C01%7CJanielle.GoGuasch%40T-Mobile.com%7C06182c2793414ec7d15708d86c8df772%7Cbe0f980bdd994b19bd7bbc71a09b026c%7C0%7C0%7C637378704358553281&sdata=%2B%2B8oLUFm7daxNyuyTdyY%2B1QRRPubNCR18gjj9K0VlCY%3D&reserved=0" target="_blank" rel="noreferrer noopener">local store</a> to confirm they are open. You can also call 611 or 1-800-937-8997 from your handset if you need assistance or have questions about your account or service and we will be happy to help.

Customer & Community Support

From August 29th through September 3rd, T-Mobile is offering free talk, text and unlimited data for T-Mobile, Sprint consumer and business customers (except Enterprise and Government accounts), and T-Mobile Pre-Paid who are not already on unlimited plans in select areas of Louisiana and Mississippi. As a reminder, Metro by T-Mobile customers always have unlimited talk and text on all plans.

T-Mobile is closely monitoring Hurricane Ida as it makes its way toward the Gulf Coast and is expected to make landfall on Sunday. We know how important it is to our customers to stay connected at times like this, and our teams stand ready to respond when it’s safe to do so. We currently have a range of recovery equipment, including generators, positioned nearby that are ready to deploy. We also will be prepared to be on the ground in local communities with supplies as needed.

Additionally, we recommend that our customers in Gulf states take steps now to prepare themselves for the storm’s potential impact:

More information on how T-Mobile prepares for storms like Ida is available in the T-Mobile Newsroom: <a href="https://www.t-mobile.com/news/community/2021-hurricane-season">https://www.t-mobile.com/news/community/2021-hurricane-season</a>

During congestion, heavy data users (>50GB/mo. most plans and 100GB/mo. Magenta) and customers choosing lower prioritized plans may notice lower speeds than other customers. Metro by T-Mobile customers using >35GB/mo. may notice reduced speeds and Metro customers may notice reduced speeds vs. T-Mobile due to prioritization. 

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T-Mobile Newsroom

The majority of T-Mobile’s network in the Southeast U.S. continues to function normally as what was Hurricane Ida is now moving over land and has transitioned from a Tropical Storm to a Tropical Depression.

T-Mobile Responds to Hurricane Ida | T-Mobile Newsroom

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T-Mobile Responds to Hurricane Ida

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With the challenges faced by those in Afghanistan and their friends and family here in the U.S., T-Mobile wants to do its part to help customers stay connected to their loved ones during this uncertain time.<a></a>

Starting today, August 24 through September 6, 2021, T-Mobile is waiving international long-distance charges for calls and texts between Afghanistan and the U.S. for T-Mobile, Sprint consumer and business customers, T-Mobile Prepaid and Metro by T-Mobile customers.

We will also waive international roaming, data and SMS fees on calls and texts made between Afghanistan and the U.S. for T-Mobile and Sprint post-paid customers. As a reminder, customers with Simple Global have free unlimited data in Afghanistan. Customers with plans that charge by the megabyte will be credited back on their account.

If you need assistance or have questions about your service, please reach out to us by calling 611 or 1-800-937-8997 from your handset and we will be happy to help.

With the challenges faced by those in Afghanistan and their friends and family here in the U.S., T-Mobile wants to do its part to help customers stay connected to their loved ones during this uncertain time.

T-Mobile Responds to Events in Afghanistan | T-Mobile Newsroom

T-Mobile Responds to Events in Afghanistan

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Our thoughts go out to the thousands of people affected by the powerful earthquake that has devastated parts of Haiti.

To help customers stay connected with their loved ones, from August 18 to August 31, 2021, T-Mobile is waiving international long-distance and international roaming charges for calls and SMS made between Haiti and the U.S. for T- Mobile and Sprint consumer and business customers. For T-Mobile Prepaid and Metro by T-Mobile customers, these will be waived from August 20 to August 31, 2021.

Text RUBICON to 20222 to make a one-time $10 donation to <a href="https://teamrubiconusa.org/?gclid=Cj0KCQjwpf2IBhDkARIsAGVo0D07TAxprR_OF5dH_kPil-8AQ3vNdqiVjZFs4u-yplS7bMkCpNGdoLIaAtBNEALw_wcB" target="_blank" rel="noreferrer noopener">Team Rubicon</a> to help the people of Haiti and communities around the globe prepare, respond and recover from disaster. Greyshirt recon teams are on the ground in Haiti working with local partners and hospitals to determine the communities’ immediate needs. For more information, please visit: <a href="https://www.t-mobile.com/customers/text-to-give">https://www.t-mobile.com/customers/text-to-give</a>

Text to Give: Text messaging charges may apply, and the one-time donation will show up on your next bill. For more information, please visit t-mobile.com/customers/text-to-give.

See T-Mobile.com for plan information, Terms & Conditions, and other policies.

T-Mobile Responds to the Earthquake in Haiti | T-Mobile Newsroom

T-Mobile Responds to the Earthquake in Haiti

https://www.t-mobile.com/news/community/t-mobile-responds-to-earthquake-in-haiti

As forecasters predict another busy storm season on the heels of record-breaking hurricane activity in 2020, the Un-carrier is equipped with more disaster-response resources than ever.

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Hurricane season officially runs from June 1 through November 30, but the Un-carrier prepares year-round to ensure we are ready to help customers, first responders and local authorities stay connected when it matters most. Last year's 30 named storms were the most-ever on record, and forecasters have already predicted above-average storm activity again this year. T-Mobile takes a rock-solid approach to preparation and response, hoping for the best but planning for the worst.

It starts with knowing when and where storms might hit and understanding their possible severity. T-Mobile partners closely with national weather forecasters to better understand storm patterns and potential short- and long-term responses. Once a storm hits, our recent investments in our network’s resiliency and infrastructure prove critical. Our nationwide 5G buildout with crucial low-band spectrum gives us the coverage penetration necessary to keep customers in service during and after natural disasters. We’ve also further increased network emergency response capabilities on the ground and now have even more resources to quickly support people most affected after a hurricane.

“While we hope our communities are spared the destruction we’ve seen in previous years, our T-Mobile teams have worked tirelessly to be ready for what’s to come — investing in our network, partnering with tracking experts and expanding our emergency response fleets and relief teams,” said Neville Ray, T-Mobile president of technology. “Once a storm hits, every minute, hour and day that passes can have a huge impact. We know that preparation is key so that when disaster strikes, we are ready to take care of our customers as quickly as possible, and that’s why we prioritize readiness all year long.”

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T-Mobile is serious about the role we play to effectively respond during and after a storm. We utilize a number of proven strategies to make sure we’re ready for any situation:

Over the past year, we further increased our network emergency response capabilities and now have more resources ready to respond to hurricane-prone communities after storms.

When it comes to hurricanes, even with all our preparations and our network’s increased capacity, power outages and other service interruptions can still occur. If your cell service is interrupted or spotty immediately following a hurricane, we recommend you try the following:

Taking a few minutes NOW to get ready for the hurricane season can help you stay connected in the moment. We suggest the following steps:

There are many options for customers and the community to stay up to date on response and recovery efforts:

*Wi-Fi Calling: Capable phone and Wi-Fi connection required; may decrement plan minutes. Most devices will not transition between Wi-Fi and the wireless network. See your device’s User Manual and selected service for details.

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T-Mobile Stands Ready to Keep Customers Connected During the 2021 Hurricane Season | T-Mobile Newsroom

T-Mobile Stands Ready to Keep Customers Connected During the 2021 Hurricane Season

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Our thoughts go out to everyone affected by the volcanic activity that has continued to have devastating impacts on the island of Saint Vincent.

To help customers stay connected with their loved ones, through May 22, 2021 T-Mobile is waiving international long-distance charges for calls and SMS made between Saint Vincent and the U.S. for current T-Mobile, Sprint postpaid, T-Mobile Prepaid and Metro by T-Mobile customers. We will also waive roaming fees on calls and SMS made between Saint Vincent and the U.S. for T-Mobile, Sprint, and T-Mobile prepaid customers.

T-Mobile Responds to the La Soufriere Volcanic Eruptions in Saint Vincent | T-Mobile Newsroom

T-Mobile Responds to the La Soufriere Volcanic Eruptions in Saint Vincent

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Our teams have been able to make great progress restoring our network following last week’s winter storms and we have returned to normal service levels.

As always, we are here for our customers and encourage them to reach out to our Team of Experts if they need anything. You can call 611 or 1-800-937-8997 from your handset if you need assistance or have questions about your account or service, we will be happy to help. If you need to visit us, please note that some T-Mobile and Metro by T-Mobile stores in affected areas may be closed or are on reduced hours, please reach out to your local <a href="https://nam02.safelinks.protection.outlook.com/?url=http%3A%2F%2Ft-mobile.com%2Fstore-locator&data=04%7C01%7CJanielle.GoGuasch%40T-Mobile.com%7Cdd135d6b3cfd4b82f12508d8d6ac1a1f%7Cbe0f980bdd994b19bd7bbc71a09b026c%7C0%7C0%7C637495381943693484%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=%2FhIO6STX25t8Jgb3AvhqHqVu9sQ9kFhodbP%2F0D6aNik%3D&reserved=0">store</a> to confirm they are open.

This will be our last update on this event.

Network Our network status in Texas has improved significantly and we are close to full restoration of affected sites. We are also seeing improvements in West Virginia and Tennessee and will continue our round the clock efforts to restore the remaining small amount of sites still affected.

Support for Customers in Texas A reminder that through Saturday, 2/20 T-Mobile is providing unlimited talk, text and data for T-Mobile, Sprint and Metro by T-Mobile customers in Texas who are not already on unlimited plans.

The majority of our T-Mobile and Sprint customers are already on plans offering unlimited talk, text and data. If you are a customer and need assistance or have questions about your account or service, please call 611 or 1-800-937-8997 from your handset and we will be happy to help.

Retail Some T-Mobile and Metro by T-Mobile stores in affected areas may be closed or on reduced hours. As a reminder, if you need to visit us, please reach out to your <a href="https://www.t-mobile.com/store-locator">local store</a> to confirm they are open. You can also call 611 or 1-800-937-8997 from your handset if you need assistance or have questions about your account or service and we will be happy to help.

We continue to closely monitor Winter Storm Viola and its effects on our network and communities as it bares down across the South East of the country, from Texas to the Atlantic coast. 

For customers in areas affected by Winter Storm Uri, the majority of network impacts continue in Texas, specifically around Dallas, Houston and Austin. We’ve been able to continue getting some sites back online and will continue to work around the clock as safety conditions permit.

Support for Customers in Texas We understand that staying connected is key in times like these. Through Saturday, 2/20 T-Mobile is providing unlimited talk, text and data for T-Mobile, Sprint and Metro by T-Mobile customers in Texas who are not already on unlimited plans.

As a reminder, the majority of our T-Mobile and Sprint customers are already on plans offering unlimited talk, text and data. If you are a customer and need assistance or have questions about your account or service, please call 611 or 1-800-937-8997 from your handset and we will be happy to help.

Retail A number of our stores remain closed or on reduced hours. As a reminder, if you need to visit us, please reach out to your local store to confirm they are open.

As winter storm conditions persist in different regions across the U.S., we continue to keep a close eye on the situation. We are working closely with local authorities to gain safe access to impacted markets and continue to work around the clock on restoration efforts.

Our teams are also closely tracking and preparing for a second severe storm –Winter Storm Viola– which could have widespread impacts across multiple states in the Mid-South.

We continue to see the majority of network impacts in Texas. While we still have a number of sites down in the Dallas, Houston and Austin markets due to power outages caused by severe snow and ice conditions, we’ve been able to get some sites back online and running. Our teams are closely monitoring road conditions, and once it is safe to do so, will deploy to impacted areas.

As severe winter weather continues to impact communities, there are a few steps that can be taken to help stay safe and connected when it matters most. We recommend the following:

A number of our stores remain closed or on reduced hours. As a reminder, if you need to visit us, please reach out to your <a href="https://www.t-mobile.com/store-locator">local store</a> to confirm they are open. You can also call 611 or 1-800-937-8997 from your handset if you need assistance or have questions about your account or service and we will be happy to help.

We are continuing to monitor the situation closely. This afternoon, we are seeing restoration progress in the Austin market, with some sites coming back online. Our teams will continue to work around the clock to restore further in markets impacted by winter storm conditions.

More information on our response

Over the coming days, you can stay up to date on our response and recovery efforts via the following channels:

Over the weekend and continuing today, severe weather is impacting multiple regions of the country with snow and ice conditions that has lead to loss of power in some areas.

As a result, we are currently experiencing network impacts in the Austin, San Antonio and Rio Grande Valley areas of Texas, as well as parts of Oregon.

Our teams are working with local utility and transport partners as safety conditions allow.

If your mobile service is interrupted or spotty, we recommend you try the following:

We know staying connected is key in times like these. As a reminder, the majority of T-Mobile and Sprint customers are on plans offering unlimited talk, text and data.

Over the coming days, a number of our stores may be closed due to power impacts. If you need to visit us, please reach out to your <a href="https://www.t-mobile.com/store-locator">local store</a> to confirm they are open. You can also call 611 or 1-800-937-8997 from your handset if you need assistance or have questions about your account or service and we will be happy to help.

*During congestion, customers using >50GB/mo. and Essentials customers may notice lower speeds than other customers due to data prioritization. Metro by T-Mobile customers using >35GB/mo. may notice reduced speeds and Metro customers may notice reduced speeds vs. T-Mobile due to prioritization. 

In recent days, multiple regions of the country experienced severe winter weather including snow and ice conditions, causing widespread loss of power across impacted areas. T-Mobile teams respond to help keep our customers connected.

T-Mobile Responds to Winter Storms | T-Mobile Newsroom

T-Mobile Responds to Winter Storms

AlexandraFidler

https://www.t-mobile.com/news/community/t-mobile-winter-storms-response

It goes without saying that 2020 was a year unlike others in recent memory for so many reasons, not least of which is the sheer number of severe weather and natural events that have impacted — and at times devastated — communities across the U.S. The 2020 hurricane season alone shattered records, producing 31 named storms (a typical season produces around 12 named storms). During those times, it's critical that people maintain connectivity to friends and loved ones, and equally important that governments, emergency management workers and first responders have ready access to communications so they can continue to serve communities in the aftermath of an incident. That’s where T-Mobile’s Emergency Response Team (ERT) comes into play to provide temporary connectivity solutions when other critical connectivity is lost due to an emergency situation.

Part of T-Mobile’s Technology Service Delivery & Operations organization, the ERT addresses needs of specific types of customers when an incident occurs that affects connectivity, working closely with the Emergency Management Team (EMT) and <a href="https://www.t-mobile.com/news/community/dealing-with-disaster-season-2020" data-type="URL">Community Response Team</a> (CRT). While EMT serves T-Mobile’s consumer customers after a natural event, ERT’s customers range from government and public safety entities to humanitarian organizations and local school districts, in addition to law enforcement and fire rescue; the team’s work is integral and felt far beyond the immediate community they’re stationed in.

In 2020, an incredibly active disaster season and COVID-19 response meant the T-Mobile ERT was deployed over 50 times in response to wildfires, tornadoes and hurricanes. And though disaster response is hard work, members of the team wouldn’t have it any other way. “When you’re in the field and you see damage, destruction, loss of life and loss of property and you’re able to witness the resources that you bring to bear affect people’s lives — that’s what is the most motivating and rewarding thing being a part of the Emergency Response Team,” says T-Mobile Business Development Manager Rodney Cooper.

Cooper began his career in the telecommunications industry in 2001 with Nextel Partners, which was later acquired by Sprint. Along with Business Development Manager Casey Muilenburg who started at Sprint in 2004 after 16 years serving in the Armed Forces, they are now both a part of the newly combined T-Mobile, and their core mission and responsibilities remain the same. “T-Mobile’s Emergency Response Team is responsible for providing deployable equipment and infrastructure to make sure the responders and businesses impacted by or supporting an event have communication support for their mission and community support,” says Muilenburg.

Cooper credits his nearly 20-year career in the telecommunications industry and experience developing relationships and understanding local and state public safety communications for preparing him for his role on ERT. “I joined the telecom industry just three months prior to 9/11,” says Cooper. “I found my passion working with government, and more particularly public safety.”

For Muilenburg, it’s his years he spent in the military — four years in the Marine Corps, 12 years in the Air Force Reserves and two combat deployments to Iraq — and prior account management experience that he says has had the most instrumental impact in preparing him for this important work and understanding the needs of government and business.

And despite a combined 35 years of telecoms experience and history between them, 2020 was one for the books. “This was one of the busiest years we have ever had,” Cooper says. “It was non-stop since March.”

In August, after <a href="https://www.t-mobile.com/news/community/hurricane-marco-and-tropical-storm-laura">Hurricane Laura</a> struck the Louisiana Gulf Coast, causing some of the worst devastation the U.S. saw during this past year’s hurricane season, the ERT was in regular communication with local government entities and organizations leading public safety initiatives, and coordinating efforts to get <a href="https://www.t-mobile.com/news/community/emergency-response-equipment">Cells on Light Trucks (COLTs) and Cells on Wheels (COWs)</a> with temporary cellular service solutions and satellite data to impacted areas. This included partnering with a nonprofit organization to help three rural schools in Lake Charles, LA that had to pause classes after they lost connectivity in the wake of Hurricane Laura. The ERT also provided loaner mobile phone devices and hotspots to the school district’s administrative staff.

Cooper recalls when a derecho (a storm akin to a tornado that moves in a straight line; the word means “straight ahead” in Spanish) swept across Iowa in August 2020, causing devastation and loss of communications due to downed infrastructure; three Des Moines area Disaster Recovery Centers — natural disaster community resource centers that provide essentials — in particular were in need of connectivity in order to support residents impacted by the storm.

Cooper arranged for a SatCOLT (Cells on Light Truck with a satellite built into the vehicle) and routers to be brought in that would provide LTE connectivity and access to the T-Mobile network. “Because of how closely we work with our Emergency Management Team partners, we were able to direct equipment they already had in the area to support those three Disaster Recovery Centers for two to three weeks to provide the community much-needed connectivity,” says Cooper. “Once people had access to communications, they were able to talk to loved ones, file insurance claims, request assistance from FEMA, request assistance from the state or do their online banking.”

During 2020’s West Coast wildfires, including the summer CZU Lightning Complex Fires in San Mateo and Santa Cruz counties, the team delivered connectivity to hundreds of displaced evacuees who were transported in RVs to a local church in Soquel, CA with a SatCOLT, and were able to put up another cellular bubble of coverage around the building itself. “They also didn’t have any wireline services there, so we brought in a flyaway satellite kit and put up another WiFi network so that not only T-Mobile customers had a way to communicate, but anyone with a device regardless of carrier could communicate out,” says Muilenburg.

In September, when the Holiday Farm Fire was blazing in McKenzie Bridge, OR, the blaze burned through the local fiber, causing loss of all service for miles. After an area government agency reached out to T-Mobile requesting internet and cellular service support, Muilenburg worked to deploy a SatCOLT — particularly critical for a nearby medical facility — and coordinated 30 pre-lit devices be dropped off at the community grade school.

Because of these efforts, “the medical facility was able to start triaging and processing patients in the area and the kids were able to go back to school to start learning and get back to some normalcy,” says Muilenburg. “We also supported first responders in the area who would stop by so they could communicate out. That's the true benefit of what we do. We provide them a way to communicate so that they can go out there and do what they need to do to save lives, save assets, save a house, put somebody back in a better spot than they currently are. And that's why I do it, because I know it makes an impact."

In a year that was anything but predictable, the ERT’s mission never ebbed or waned. “One of the things that Cooper and I always focus on is trying to make the process easy for our customers because they are not only worried about communications, but also multiple other things,” says Muilenburg. “We make the process simple, but our solutions are robust so we can expand and be able to support them as necessary during an event.”

“When we talk about the mission of T-Mobile’s ERT, that’s what it’s all about,” says Cooper. “Making a difference.”

For more about how T-Mobile prepares to respond to natural disasters to help keep our customers connected, click <a href="https://www.t-mobile.com/news/network/tracking-historic-weather-conditions-with-stormgeo">here</a> to learn how the company tracks weather conditions.

T-Mobile’s Emergency Response Team (ERT) provides temporary connectivity solutions when other critical connectivity is lost due to an emergency situation, as seen during the brutal 2020 disaster season.

In a Challenging Year, T-Mobile’s Emergency Response Team Focused on Making a Difference When It Mattered Most | T-Mobile Newsroom

In a Challenging Year, T-Mobile’s Emergency Response Team Focused on Making a Difference When It Mattered Most

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https://www.t-mobile.com/news/network/emergency-response-team-2020-impact

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Meet the weather forecasting partner that keeps T-Mobile one step ahead of everything from hurricanes to wildfires.

The 2020 hurricane season, which runs from the beginning of June through the end of November, has shaped up to be the most active season in recent years. By mid-September, there were enough named storms to cycle through the entire English alphabet, something that has only happened one other year and means all remaining storms of the season take names from the Greek alphabet. This naming convention was established by the <a href="https://www.wmo.int/pages/prog/www/tcp/">World Meteorological Organization Tropical Cyclone Programme</a> as the 22nd storm formed during the infamous hurricane season of 2005, the year of Hurricane Katrina and when six storms were assigned Greek letters for names (so far this year, nine storms have been assigned Greek letters for names).

Given the historic nature of this year’s hurricane season, it’s more important than ever that T-Mobile keeps a close beat on storm activity. Accurately tracking a storm’s path and severity is critical for the company’s <a href="https://www.t-mobile.com/news/community/emergency-response-equipment">Emergency Management Team</a> as they make preparations and strategically ready their response and recovery efforts to help keep customers connected.

Because of all this, T-Mobile’s partnership with weather forecasting company <a href="https://www.stormgeo.com/">StormGeo</a> has been of crucial importance. Leading up to and in the middle of a storm, T-Mobile works closely with folks on the StormGeo team, like Industry Manager Courtland Keith and Director of Operations Joe Basciani. “We support T-Mobile before, during and after a situation for pretty much all weather events,” says Keith.

Keith is a degreed meteorologist, and in her role at StormGeo works closely with clients, like T-Mobile, to determine the best weather services and solutions for their needs. A weather forecaster by training and practice, Basciani has been in the weather industry since 1996 and now leads the forecasting department at StormGeo, where he’s worked since 2004.

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During a weather event, StormGeo is in constant contact with the T-Mobile team. Working closely with Manager, Engineering Tech Support Jay Blessing, the StormGeo team provides regular reports with updates on the forecast, timing and details about the exact impacts expected at cell sites. “We work hand in hand through each weather event extensively, in order to provide enough information that T-Mobile can plan their crews and put them in the right places so that they’re not caught off guard or in the wrong place at the wrong time,” says Keith.

As part of the constant flow of communication, T-Mobile sets up conference calls with StormGeo. “During a storm event, it’s not infrequent for us to have as many as three to four daily conference calls with operations folks at T-Mobile to discuss their specific regions and assets that are under threat. We help them pinpoint down to the tower and switch level which assets may be impacted by a storm event, either by wind or flood,” says Basciani.

From there, StormGeo is able to put together a forecast for hurricanes as much as 48 to 60 hours before the official agencies begin their forecasting. “That gives our clients, like T-Mobile, a critical leg up in terms of timing,” says Basciani. “They're able to start getting a response moving, start moving assets, preparing resources and making their preparations before the general public may even be aware that there's a threat.”

Storms that threaten the U.S. typically originate from the West Coast of Africa and move across the Atlantic Ocean, but it’s also common to see storm formation in the Gulf of Mexico, according to Basciani and Keith. The southeast U.S. and Gulf states tend to be common areas of impact, but the mid-Atlantic U.S. coast also sees its fair share of storm activity. For their part, StormGeo begins monitoring storms when they are just tropical waves or what is known as “a disturbance” in the Atlantic or the Gulf of Mexico.

“We’re constantly monitoring the tropics and subtropics for any potential disturbances that might develop, and when those disturbances start to look a little suspect, we’ll investigate them further,” says Basciani. “I compare a tropical system to being like a cake: You have to have all the ingredients and they all have to be fairly high-quality ingredients in order for the cake to come together.”

While each storm has different characteristics that make it unique from any other storm, Basciani says the key ingredients that produce a conducive environment for tropical storm development revolve around having a moist and warm environment, as well as favorable wind conditions that don’t disrupt the center of circulation.

“We’ve seen hyperactivity this year because we never had a true cool down of the ocean waters, which stayed fairly warm throughout the season,” says Keith. “Because of how the environment has shaped up to be this year, it’s really caused so many tropical systems to develop.”

The biggest threats to T-Mobile are tropical cyclones that bring heavy rainfall, wind and ocean surge, in addition to storms in the winter months that cause blizzard conditions, according to Basciani. “Flooding, high winds and snow can cause unique challenges to the T-Mobile network, both in terms of the infrastructure itself being impacted and crews being able to respond,” says Basciani, which is why having a heads’ up on the forecast in order to pre-position assets like generators is so critical.

But StormGeo doesn’t just consult on storm weather, they also track and predict wildfire weather conditions. “We identify times when the fire risk is going to be really high,” says Basciani. “When you have the combination of high winds, low humidity and dry antecedent conditions, that’s the recipe for what we call ‘fire weather.’”

Adds Basciani: “Fires can cause tremendous impact to the T-Mobile network,” from physical impacts, like burned equipment and towers, but also when power companies conduct power shut offs. “The power companies will proactively deenergize their power circuits so that if they do have a line that blows down it is not energized and does not spark a wildfire.”

In the event of a power shut off, commercial power could be lost for three to four days at a time per event, impacting T-Mobile’s assets. That’s why tracking fire weather is so important, because “in those situations T-Mobile needs to find alternative sources of power for its infrastructure,” says Basciani. With the help of StormGeo, the wireless provider is able to plan ahead to deploy generators into areas that may experience power shut offs to provide coverage where there could otherwise be a gap due to lack of power, which is critical to keep customers and first responders connected.   

Wildfire season tends to run from August through November, and according to Basciani, “the season got off to a bit of an early start this year.” Similar to the high level of activity we’ve seen this hurricane season, the 2020 wildfire season has already been incredibly active across much of the West Coast. By September, numerous major wildfires had already blazed across many parts of California, Oregon, Washington, Colorado and Utah.

As far as the rest of the year, Keith and Basciani say, based on how the season has already shaped up, we can expect more from both the wildfires and hurricanes. “We’re going to continue to see those fire impacts, and it would not surprise me at all to see us dealing with potential tropical cyclones as late as around Thanksgiving this year,” warns Basciani.

Of course, no matter what the rest of the season has in store, StormGeo will be there working hand-in-hand with T-Mobile to plan and prepare to help keep customers connected.

Given the historic nature of this year’s hurricane season, it’s more important than ever that T-Mobile keeps a close beat on storm activity. Because of all this, the wireless provider's partnership with weather forecasting company StormGeo has been of crucial importance.

Tracking Historic Weather Conditions with StormGeo | T-Mobile Newsroom

Tracking Historic Weather Conditions with StormGeo

Given the historic nature of this year’s hurricane season, it’s more important than ever that T-Mobile keeps a close beat on storm activity. Because of all this, the wireless provider&#039;s partnership with weather forecasting company StormGeo has been of crucial importance.

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https://www.t-mobile.com/news/network/tracking-historic-weather-conditions-with-stormgeo

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