Community

T‑Mobile Responds to Hurricane Zeta

October 27, 2020

UPDATE: October 30th

Network Update                                                                                                             

Our engineering teams continue working around the clock to help keep our customers connected. Overnight, our teams made significant network restoration progress in markets where we saw the greatest impacts to our network.

Over the weekend, our team will continue restoration efforts across impacted areas as it is safe to do so. We expect the network to be fully restored for our customers over the coming days.

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.                         

Customer & Community Support

Community relief trucks will begin supporting our customers today, providing additional assistance at retail locations in impacted areas. The trucks will be providing WIFI access and charging facilities in a socially distanced manner in line with COVID restrictions.

As a reminder, T-Mobile is waiving overage charges for talk, text and data for T-Mobile and Sprint customers in select areas of Louisiana, Mississippi and Alabama who are not already on unlimited plans. From 10/28 through 11/1, we are providing unlimited talk, text and data for customers in the following locations:

  • Louisiana Parishes: Jefferson, Lafourche, Orleans, Plaquemines, St. Bernard, St. Charles, St. Tammany, Terrebonne
  • Mississippi Counties: Forrest, George, Greene, Hancock, Harrison, Jackson, Pearl River, Perry, Stone
  • Alabama Counties: Mobile

Store Update

A number of our stores in impacted areas remain closed today in the aftermath of the storm. As a reminder, if you need to visit us over the coming days, 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: October 29th

Hurricane Zeta made landfall yesterday over the Louisiana Gulf Coast, causing widespread loss of power and outages throughout the impacted region. Our teams are actively working with local authorities to gain safe access into areas impacted by the storm.

Network Update

Our engineering teams are working hard to deploy generators to impacted areas and create refueling schedules. At this stage, the majority of impacts to our network are in the following areas of the Alabama, Georgia, North Carolina and South Carolina markets:

  • Alabama: Southeast of Birmingham down to Montgomery, and along the Gulf Coast from Mobile to New Orleans, LA
  • Georgia: Downtown Atlanta
  • North Carolina: Winston-Salem
  • South Carolina: Greenville

The aftermath of large storms is often a time of high demand for wireless networks as our customers look to stay in touch with loved ones and authorities. Where possible, we recommend 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

Our teams are actively assessing support needs in communities impacted by Hurricane Zeta. T-Mobile community relief trucks are ready with a number of supplies and assets and will begin deploying where needed over the coming days.

Store Update

A number of our stores in impacted markets remain closed 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.

Text to Donate

Help people impacted by Hurricane Zeta. Text ZETA to 90999 to donate $10 to the American Red Cross to help those most affected by Hurricane Zeta. Your donation enables the Red Cross to prepare for, respond to and help people recover from this disaster. This includes providing food, shelter, relief supplies, emotional support and other assistance. Data and 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.

UPDATE: October 28th

Our teams standby and continue to closely monitor the situation as Hurricane Zeta makes landfall today over the US Gulf Coast. We are working hard to ensure our employees, stores and facilities are well prepared for storm conditions.

Customer & Community Support

T-Mobile is waiving overage charges for talk, text and data for T-Mobile and Sprint customers in select areas of Louisiana, Mississippi and Alabama who are not already on unlimited plans. From 10/28 through 11/1, we are providing unlimited talk, text and data for customers in the following locations:

  • Louisiana Parishes: Jefferson, Lafourche, Orleans, Plaquemines, St. Bernard, St. Charles, St. Tammany, Terrebonne
  • Mississippi Counties: Forrest, George, Greene, Hancock, Harrison, Jackson, Pearl River, Perry, Stone
  • Alabama Counties: Mobile

Store Update

A number of our stores in projected areas of impact are taking safety precautions and may be closed. 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.

More Information

Over the coming days, you can stay up to date on our Hurricane Zeta 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.

October 27th

As Tropical Storm Zeta makes its way across the Gulf of Mexico towards the US Gulf Coast, T-Mobile is closely monitoring the situation and taking steps to ready our emergency response teams to help in impacted communities, as needed. Our teams are prepared to deploy additional personnel and network support equipment as necessary to minimize any potential service interruptions in affected areas.

Part of our preparations may include closing some stores in the coming days, depending on the projected track of the storm. If you need to visit one of our locations, please reach out to your local store to confirm their status.

We know how important staying connected is during these events. 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 in an area that could potentially be impacted, we encourage you to follow any evacuation orders that may be issued by local authorities and hope that you stay safe over the coming days. In the meantime, we recommend customers, particularly in areas of impact along the Gulf Coast, take the following steps to prepare themselves.

  • 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.

More information on how T-Mobile prepares for storms like Tropical Storm Zeta, is available in the T-Mobile Newsroom.

*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.