Update: September 12th, 2020
Please refer to this post for the latest information on the current California wildfires.
Update: September 11, 2020
Network
We continue to track the wildfire situation unfolding in California and are closely monitoring our network to try to minimize any impacts on our network. At this stage, our network is holding up well and we have no impacted sites.
Customer & Community Support
T-Mobile knows that staying connected is very important in times like these, and we’d like to remind our customers that 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.
We are currently focused on supporting communities in affected areas who have been displaced and we are evaluating the ways we can assist our customers and the local community as soon as it is safe to do so.
Text to Donate
Support American Red Cross wildfire relief wherever it is needed by texting WILDFIRE to 90999 to make a $10 donation. The donation will be charged to your next T-Mobile bill. Message & data rates may apply. 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.
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.
Update: August 25th 2020
T-Mobile Community Relief trucks are back on the road in Sonoma, Napa, and Santa Cruz counties delivering essential supplies and WIFI access to local shelters. Note that due to COVID restrictions, space at these shelters is limited and distribution of T-Mobile supplies is being managed by the shelter operators. Please check with your local shelter to confirm their availability.
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, T-Mobile One, or Simple Choice plan, while Sprint customers on Sprint’s Unlimited, Unlimited Freedom and certain older plans are also covered.
Store update
Our local teams continue to track the impact of the air quality on our stores and will evaluate if store closures are necessary. Please reach out to your local store to confirm their status.
For the latest local information on the wildfires
Update: August 24th, 2020
To help those impacted by the California wildfires, T-Mobile Community Relief trucks are out supporting affected communities. Our teams have dropped off a range of supplies including WiFi access points, charging supplies, and other essentials to shelters throughout Santa Cruz for anyone who needs help, not just our customers. Due to COVID restrictions, space at these shelters is limited and distribution of T-Mobile supplies is being managed by the shelter operators. Please check with your local shelter to confirm their availability
Update – August 23rd, 2020
In support of our customers, employees and communities impacted by the wildfires in California, the T-Mobile Foundation is offering a 2:1 match for donations made to the American Red Cross relief efforts. Through Sept. 20, the T-Mobile Foundation will double match up to $50,000 in employee donations made through our Employee Donation Matching Program, potentially increasing our impact to a total of $150,000 for the American Red Cross.
Update – August 22, 2020
As we continue to keep an eye on the fires in California, T-Mobile teams are ready to support our customers and employees in the affected communities.
Our network is holding up well and is experiencing very minimal impacts from fire damage or power outages. Our engineering teams continue to actively monitor and optimize our network to minimize customer interruptions.
We are working closely with local authorities and shelters to mobilize where help is needed most. Check back here for locations of where to find the T-Mobile team.
Customer update
We understand how important it is for customers to stay connected in times like these. 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, 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.
Store update
Our local teams are tracking the impact of the air quality on our stores and will evaluate if store closures are necessary. Please reach out to your local store to confirm their status.
For the latest local information on the wildfires
During congestion, the small fraction of T-Mobile customers using >50GB/mo. (and Metro customers using >35GB/mo.) may notice reduced speeds (and Metro customers may notice reduced speeds vs. T-Mobile customers) until next bill cycle due to data prioritization.
August 20, 2020
As wildfires unfold across Northern California, we are keeping a close eye on any network impacts and our teams are ready to respond. Our thoughts are with impacted communities.
We are closely monitoring the number of wildfires in Northern California as the situation continues to develop. Our priority is keeping our employees safe while doing what we can to maintain cell service to affected areas.
At this stage, our network has seen very minimal impacts through direct fire threat or associated power outages. Our local teams are actively working to prepare and optimize our network to minimize customer interruptions.
Given the unpredictable nature of wildfires, we also encourage our customers to make a few preparations:
- Fully charge your phone and wireless devices, and have charging cables handy. You can also consider investing in a charging device, like an external battery that doesn’t need a power outlet.
- 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.
For the latest information, please visit the Cal Fire website and Twitter pages:
When you first enable Wi-Fi Calling on T-Mobile, you must provide us with the primary street address at which the Wi-Fi Calling service will be used (“Your E911 Registered Address”). If you call 911 over Wi-Fi we may transmit Your E911 Registered Address to the 911 Communications Center, who may use it to help emergency responders locate you, but you may need to provide your contact information and current location. You’ll need to update Your E911 Registered Address if you plan on using Wi-Fi Calling service at a location different from Your E911 Registered Address. You can update Your E911 Registered Address by accessing your MyT-Mobile.com account or by contacting T-Mobile Customer Care.