Update: September 21, 2022
Hurricane Fiona has moved away from Puerto Rico and recovery efforts are continuing as conditions allow.
T-Mobile’s network is holding up well in Puerto Rico and many sites are operating as normal. The power outage continues to be the largest cause of impact. Teams are refueling generators, deploying portable generators and assessing damage at cell sites as it’s safe to do so.
Many stores are open in Puerto Rico today. To find an open store near you, go to: t-mobile.com/stores/locator.
Customer & Community Support
T-Mobile’s Community Support team continues to work with the local community and nonprofit partners to provide assistance to the community.
The T-Mobile Foundation is matching employee donations 2:1 to the American Red Cross.
Text to Donate
Help people impacted by Hurricane Fiona. Text REDCROSS to 90999 make a one-time $10 donation to the American Red Cross. Your donation enables them to prepare for, respond to and help people recover from disasters big and small. Text messaging charges may apply, and the one-time donation will show up on your next T-Mobile bill. For more information, please visit: https://www.t-mobile.com/customers/text-to-give.
See T-Mobile.com for plan information, Terms & Conditions, and other policies.
Update: September 20, 2022
Hurricane Fiona strengthened to a Category 3 hurricane as it moved away from Puerto Rico, although localized flash and urban flooding is still possible. Recovery efforts are underway.
In the USVI, retail stores are open regular hours and there is no impact to our network.
T-Mobile’s network continues to hold up well in Puerto Rico, with many sites operational. Teams and recovery assets are working to restore impacted areas as conditions allow, focusing on the most impacted locations. Flooding, lack of road access and the continued power outage will impact speed of restoration.
In Puerto Rico, stores are beginning to open to serve customers, and additional stores will open as conditions allow. Hours may change, and to find an open store near you, go to: t-mobile.com/stores/locator.
If you need any support or have questions about your account or service, you can also dial 611 or 1-800-937-8997 from your handset.
T-Mobile’s Community Support team is working with the local community and nonprofit partners to provide assistance to the community.
September 19, 2022
Puerto Rico remains under a storm watch and is experiencing heavy rainfalls due to Hurricane Fiona. There are some areas that already have power restored, but most of the Island remains without commercial power. Our recovery teams are in the field and will be refueling and assessing damages as long as the conditions allow them to do so.
With Hurricane Fiona projected to move across portions of the Dominican Republic and tropical storm conditions continuing to impact Puerto Rico, T-Mobile is taking action to prepare and support communities during and after the storm.
In the USVI, T-Mobile’s network is operational and our retail stores are open to serve our customers.
T-Mobile’s network is generally holding up well in Puerto Rico. Most of the network is operational with impact in some areas due to power outages. Our engineers and technicians are in the field, assessing the impact and refueling generators, recharging batteries, repairing any damages to our network, and dispatching portable power generators as needed where it’s safe to do so.
T-Mobile is collaborating with local emergency management teams and maintaining open communication to support restoration effects in any way we can. We also have a number of recovery assets staged in Puerto Rico, including additional generators, fuel, temporary network solutions such as Cells on Wheels (COWs) and Cells on Light Trucks (COLTs), as well as many other physical and technical capabilities to minimize interruptions for our customers.
Following hurricanes, there is usually a period of high demand for wireless networks as our customers look to stay in touch with loved ones and authorities. We recommend that, where possible, customers send a text instead of making a call. If you need to make a call, we encourage you to try WiFi calling (if you have a working WiFi connection) and keep calls as short as possible.
At this time, for the safety of our customers and employees, all T-Mobile stores in Puerto Rico remain closed. We encourage you to prioritize your safety at this time and call 611 or 1-800-937-8997 from your handset if you need assistance or have questions about your account or service.
When it’s safe to do so, T-Mobile’s Community Support team will provide various relief supplies such as hotspots and charging equipment.
September 18, 2022
As Hurricane Fiona approaches Puerto Rico and the USVI, T-Mobile has been closely monitoring news and updates from the National Weather Service. T-Mobile has activated its emergency plan, and the company is prepared to respond and assist customers and communities.
Staying connected is key in times like these. Call 611 from your phone if you need help or have questions about your account or service. You can also reach T-Mobile online at t-mobile.com/contact-us.
If you are in an area that could be affected, please follow any evacuation orders issued by local authorities and do your best to keep safe.
In the meantime, we encourage customers to take the following steps to prepare for Hurricane Fiona.
- Make a disaster kit. Include things like batteries, snacks, water, first aid kit, flashlight and equipment chargers.
- We recommend that you update contact numbers for your family, friends and emergency services. Make sure they are saved and backed up and written somewhere accessible.
- Subscribe to local authority text alerts and connect with local authority social media to learn about new developments before, during and after the hurricane.
- Keep your mobile devices fully charged. Keep charging cables handy and consider investing in a car or portable charging device.
- Download emergency assistance apps from the American Red Cross and Federal Emergency Management Agency (FEMA).
- Make sure your phone supports wireless emergency alerts and that you have enabled notifications on your device. Visit t-mobile.com/wea for details on setting up alerts on T-Mobile and Sprint devices.
- Set up Wi-Fi Calling on your phone. For Apple devices, go to Settings > Phone > Wi-Fi Calling; for Android devices, go to Settings > More Connection Settings > Wi-Fi Calling.
*During congestion, customers using >50 GB/mo. and Essentials customers may notice lower speeds than other customers due to data prioritization.