CommunityCategory

T‑Mobile Responds to Winter Storms

February 15, 2021

Update: February 21, 2021

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 store to confirm they are open.

This will be our last update on this event.

Update: February 19, 2021

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 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: February 18, 2021

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.

UPDATE: February 16, 2021

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.

Network

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.

Customer Support

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:

  • Learn how to prepare and stay safe with the Red Cross’ tips for Winter Storm Safety and Power Outage Safety.
  • Make a disaster kit! Include things like batteries, snacks, water, first aid kit, flashlight and device chargers.
  • Protect your technology from rain and snow with waterproof re-sealable plastic bags.
  • Keep your mobile devices fully charged! Have charging cables handy and consider investing in a car or portable charging device.
  • Subscribe to local authorities’ text alerts or connect with local authorities’ social networks to learn about new developments before, during and after a disaster.
  • Make sure your phone supports Wireless Emergency Alerts and that you have enabled notifications on your device. Visit www.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; and for Android phones, go to Settings > More Connection Settings > Wi-Fi Calling.

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. 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: February 15, 2021

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:

  • 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.

ORIGINAL POST

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:

  • 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 your mobile service is working, please try to keep calls to a minimum and as short as possible. This helps reduce the load on our network so others can get through.
  • Send a text instead of making a call. Text messages get through easier during times of congestion.

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.

  • 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. 

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 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.

*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.