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Hurricane Sally: Information for T Mobile and Metro by T Mobile customers

September 14, 2020

UPDATE - September 21, 2020

Network Update

Over the weekend, our network restoration progressed significantly in areas most impacted by Hurricane Sally. In Mobile, AL we are near full restoration and expect remaining impacts to be resolved in the coming days.  

Customer & Community Support

Over the weekend, our community relief trucks supported our customers at closed stores in the Mobile, AL and Fort Walton, FL areas. Over the coming days, our community relief trucks will deploy to closed stores in the Pensacola, FL area, providing WIFI access and charging facilities in accordance with social distancing measures for COVID-19.

Store Update

A small number of stores remain closed in the aftermath of the storm. As a reminder, 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.

UPDATE - September 18, 2020

As our teams work diligently to keep our customers connected, our network continues to hold up well and we are seeing significant service restoration progress across impacted areas in the southeast region.

We also remind customers that from 9/15 through 9/21, T-Mobile is waiving overage charges for talk, text and data for T-Mobile, Sprint and Metro by T-Mobile customers in selected areas of MS, AL and FL who are not already on unlimited plans – details below.

Network Update

Most of our affected sites remain in the Mobile, AL area. Engineering teams are busy deploying additional generators and refueling others in the main area of impact. At the same time, our fleet vehicles are on the move providing coverage solutions for impacted communities.  

Customer & Community Support

Community relief trucks will begin supporting our customers, assisting in locations where there are closed stores this upcoming weekend. The trucks will be providing WIFI access and charging facilities in a socially distanced manner in line with COVID restrictions.

T-Mobile is waiving overage charges for talk, text and data for T-Mobile, Sprint and Metro by T-Mobile customers in selected areas of Texas and Louisiana who are not already on unlimited plans. From 9/15 through 9/21, we are providing unlimited talk, text and data for customers in the following locations:

  • Mississippi Counties: Hancock, Harrison, Jackson, Pearl River, Stone, George, Greene, Perry, Forrest, Lamar
  • Alabama Counties: Mobile, Choctaw, Washington, Clarke, Baldwin, Marengo, Wilcox, Dallas, Monroe, Conechu, Escambia, Covington, Geneva, Coffee, Crenshaw, Lowndes, Butler
  • Florida Counties: Escambia, Santa Rosa, Okaloosa, Walton, Callaway, Washington, Holmes

As a reminder, the majority of our T-Mobile and Sprint customers outside of the above area codes are already on plans offering unlimited talk, text and data.

Store Update

We’ve had to close some of our stores in the aftermath of the storm. 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.

UPDATE - September 16, 2020

Hurricane Sally made landfall in Alabama early this morning, causing damage and power outages in the area. As the storm progresses, our teams are closely tracking the evolving situation and are working closely with local authorities to gain access to impacted areas as soon as it is safe to do so.

Network Update

The T-Mobile network held up well as the storm made landfall this morning. Our teams continue to closely assess storm impacts on the network, and at this stage the majority of affected sites are in the Mobile, AL area.

We 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 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.

If you are a Sprint customer on the Sprint network, you can roam on the T-Mobile network if the Sprint network is impacted and T-Mobile is not.

Customer & Community Support

Community teams stand by equipped with various relief supplies and devices and are ready to support as needed once it is safe to do so. Further information on this effort will be added to this page as logistics are confirmed.

T-Mobile is waiving overage charges for talk, text and data for T-Mobile, Sprint and Metro by T-Mobile customers in select areas of AL, MS and FL who are not already on unlimited plans. From 9/15 through 9/21, we are providing unlimited talk, text and data for customers in the following locations in AL, MS and FL:

  • Mississippi Counties: Hancock, Harrison, Jackson, Pearl River, Stone, George, Greene, Perry, Forrest, Lamar
  • Alabama Counties: Mobile, Choctaw, Washington, Clarke, Baldwin, Marengo, Wilcox, Dallas, Monroe, Conechu, Escambia, Covington, Geneva, Coffee, Crenshaw, Lowndes, Butler
  • Florida Counties: Escambia, Santa Rosa, Okaloosa, Walton, Callaway, Washington, Holmes

Store Update

We’ve had to close some of our stores in the aftermath of the storm. If you need to visit us, please reach out to your local store to confirm they are open. 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.

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:

  • Check the T-Mobile Newsroom.
  • Follow us on Twitter at @TMobile and @Sprint.
  • Follow our CEO Mike Sievert and T-Mobile President of Technology Neville Ray on Twitter.

UPDATE - September 15, 2020

While Hurricane Sally nears landfall and is projected to move along the coast in areas of Louisiana to the Florida Panhandle, T-Mobile is taking action to prepare and support affected communities during and after the storm.

Network Preparation

Our local teams are working hard to prepare our networks in areas across LA, AL, MS, and FL that are in the storm’s projected path. We’ve staged a number of temporary solutions for quick deployment where needed in the aftermath of the storm.

Even with the measures we take to prepare our networks and with our increased capacity and ability to swiftly take action, there is still the potential for power outages and other communications service interruptions.

If your mobile service is interrupted or spotty immediately following a hurricane, we recommend customers try the following:

  • If you have home broadband and power but no mobile service, try Wi-Fi calling, which allows T-Mobile and Sprint customers with capable devices to text and make and receive voice calls via any capable Wi-Fi connection. IMPORTANT: If you have to call 911 using Wi-Fi, be sure to give your address to the operator.
  • If you have a connection to the T-Mobile and Sprint networks, keep calls to a minimum and as short as possible. This helps reduce the load on our network so others can get through.
  • If you are a Sprint customer on the Sprint network, you can roam on the T-Mobile network if the Sprint network is impacted and T-Mobile is not.
  • Send a text instead of making a call. Text messages get through easier during times of congestion.

Customer & Community Support

Our Community Relief Trucks are fully stocked with charging equipment, devices and various relief supplies to support affected communities when the storm has passed.

We remind our customers that the majority of our T-Mobile and Sprint customers are already on plans offering unlimited talk, text and data.

  1. For T-Mobile, these are customers on Magenta, T-Mobile One, or Simple Choice plan, while Sprint customers on Sprint’s Unlimited, Unlimited Freedom and certain older plans are also covered.
  2. Metro by T-Mobile customers also have unlimited data on some plans and unlimited talk and text on all plans.

Store Update

A number of our stores in areas of possible impact are taking safety precautions and may be closed over the coming days. 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

Help people impacted by Hurricane Sally as well as those who have already been impacted by Hurricane Laura. Text HURRICANES to 90999 to donate $10 to the American Red Cross to help those most affected by both hurricanes. Your donation enables the Red Cross to prepare for, respond to and help people recover from this disaster. Text messaging charges may apply, and the one-time donation will show up on their 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.

September 14, 2020

As Hurricane Sally approaches Gulf Coast, T-Mobile is receiving regular updates from our partners at the National Weather Service and taking all the necessary steps to prepare our network ahead of the storm’s arrival to help minimize any service interruptions that may occur.

If you are in an area that could potentially be impacted, please follow any evacuation orders that may be issued by local authorities and do all you can to stay safe.

We know how 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.

  • For T-Mobile, these are customers on Magenta, Essentials, Unlimited Age 55+, T-Mobile One, or Simple Choice plan, while Sprint customers on Sprint’s Unlimited, Unlimited Freedom and certain older plans are also covered. 
  • Metro by T-Mobile customers also have unlimited talk and text on all plans. 

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.

In the meantime, we recommend customers take the following steps to prepare themselves for potential effects of the storm.

  • Make a disaster kit! Include things like batteries, snacks, water, first aid kit, flashlight and device chargers.
  • Update your family, friends and emergency services contact numbers. Make sure they’re saved and backed up AND written down someplace accessible.
  • Subscribe to local authorities’ text alerts and connect with local authorities’ social networks to learn about new developments before, during and after a disaster.
  • Keep your mobile devices fully charged! Have charging cables handy and consider investing in a car or portable charging device.
  • Download emergency-assistance apps from the Red Cross and 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 how to set up alerts on T-Mobile and Sprint devices.
  • Set up Wi-Fi Calling on your phone. For Apple phones, go to Settings > Phone > Wi-Fi Calling; for Android phones, go to Settings > More Connection Settings > Wi-Fi Calling.

*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.