Hurricane Maria: Update for Customers

September 22, 2017

This hurricane season has been incredibly difficult for many of our customers, but Hurricane Maria was particularly devastating to Puerto Rico. 

Right after Maria hit and as soon as we were able to safely begin recovery efforts, our top priority has been to get our network back up and running at 100% as soon as possible. We have had all hands on deck focused on pushing through challenges and we are working 24/7 -- we won’t stop until everyone’s back online. As recovery is ongoing, we will also continue to evaluate how we can support our customers. 

Customer and Support Updates (updated as of Dec. 29, 2017):

  • We are offering a service to help connect with loved ones in Puerto Rico. Click here for more information.
  • T-Mobile announced #HR4HR Home Runs for Hurricane Recovery. Click here for more information.

Network Status (updated as of Dec. 29, 2017):

  • T-Mobile engineers have restored service at more than 490 sites including San Juan, Guaynabo, Toa Baja, Bayamón, Ponce, Carolina, Ceiba, San Germán and Rio Grande.
  • We’ve teamed up with Alphabet’s X Moonshot Factory on the experimental Project Loon.
  • A total of 12 freight aircraft have been deployed to bring needed supplies and personnel to the island.
  • Multiple barges loaded with additional trucks, Cell On Wheels (COWs), Cells on Light Trucks (CoLTS), RVs, fuel and diesel trucks, and other vehicles have been deployed.
  • 130 portable generators are currently on the island and in use.
  • Thousands of gallons of fuel have been delivered to the island.
  • Dozens of emergency and disaster experts, all of whom worked on hurricanes Katrina, Sandy and, more recently, Irma, and whose specialty is to fix communications systems after natural disasters.
  • Approximately 100 members of T-Mobile's Emergency Volunteer Team have been deployed to Puerto Rico to help with various recovery efforts.

Customers in Puerto Rico can find more information here.