UPDATE: March 24, 2020
Keeping Customers Connected 24/7
As people practice social distancing and adjust to working and learning from home, T-Mobile has seen shifts in the way they’re using the network. While overall data traffic is higher, the overall contribution to total network loading has been relatively minor. President of Technology Neville Ray shared a few of the trends we’ve tracked over the last two weeks in his blog here.
UPDATE: March 23, 2020
In response to COVID-19, T-Mobile introduced T-Mobile Connect, its lowest prices smartphone plan ever, and added lower-cost options for Metro by T-Mobile to help ensure everyone has an affordable option to get and stay connected during these challenging times.
UPDATE: March 16, 2020
Stores and Care Facilities
T-Mobile takes our designation by the government as a critical communications infrastructure provider seriously and continues to evaluate the appropriate steps we need to take as a business to align guidelines from State, Local and Federal Government agencies with what’s best for our customers and our employees.
President and COO Mike Sievert emailed employees regarding new actions the company is taking starting March 17th to further support social distancing recommendations, limit gatherings of people and ensure the well-being of its customers and employees in its retail stores and Care facilities.
- T-Mobile will temporarily close about 80% of its’ company-owned retail stores until at least March 31st
- The stores that remain open, which are distributed across the country, will operate on reduced schedules and only stay open for eight hours each day – from 10 am to 6 pm local time for most stores
- In Care facilities (where the public does not access), T-Mobile is taking steps to reduce staffing levels and increasing the distance between workstations to create additional personal space
- At stores and in Care facilities, hygiene and sanitization efforts will remain a priority
Read the full email here.
Visit our T-Mobile store locator page for store status and hours.
Visit our Metro store locator page for store status and hours.
UPDATE: March 16, 2020
T-Mobile has been mobilizing response and relief efforts in every area of our business to ensure that we continue to provide the connectivity that is crucial during these challenging and unique times. We also take our responsibility to give back seriously, particularly in times of need. Today, T-Mobile announced plans to extend that support to the communities we serve that have seen the impacts of COVID-19.
- T-Mobile is giving up to $500,000 to Feeding America through T-Mobile Tuesdays, a program that thanks customers with exclusive offers every Tuesday. With the help of customers through the T-Mobile Tuesdays app on March 17, the company will give $1 per click on the Feeding America card with a minimum of $300,000 up to a total of $500,000. Low income, hourly wage workers and small business owners are the hardest hit by Coronavirus related shutdowns and food banks are a critical component in the community to ensure families don’t go hungry If they are unable to work. Feeding America is the nation’s largest domestic hunger-relief organization, working to connect people with food to end hunger. Check here for more on how Feeding America works to end hunger in this country and Download the T-Mobile Tuesdays app to support the donation effort.
- The T-Mobile Foundation is giving $100,000 to the COVID-19 Response Fund hosted by the Seattle Foundation, which will rapidly deploy resources to community-based organizations at the frontlines of the coronavirus outbreak in the greater Seattle and Puget Sound region.
- The T-Mobile Foundation is also offering a 2:1 match for employees who want to give additional funds to Feeding America or the CDC Foundation that supports the Centers for Disease Control and Prevention’s critical health protection work.
UPDATE: March 16, 2020
Clarity on Customer Offers
We are continuing to work with customers on a case-by-case basis to manage account issues. We do not have an offer available for 60 days of free service and encourage consumers to be cautious of social media posts that may include fraudulent numbers.
UPDATE: March 15, 2020
CEO John Legere’s letter to customers: www.t-mobile.com/brand/ceo-update-covid-19
T-Mobile Customer page: https://www.t-mobile.com/brand/ongoing-updates-covid-19
Metro by T-Mobile Customer page: https://www.metrobyt-mobile.com/ongoing-updates-covid-19
UPDATE: March 14, 2020
We want to ensure that we are available to customers in need of support while also maintaining safety and promoting personal wellness in our store environments. In response to guidance around social distancing, starting 3/15 we will temporarily close our indoor mall stores until further notice. This includes all T-Mobile and Metro by T-Mobile, including dealer stores, that are physically located inside a shopping mall. We are maintaining compensation for our teams and supporting our independent operators through the end of the month and will continue to monitor the situation.
T-Mobile is continuing to take steps to help ensure everyone across the country can stay connected during this critical time, and we just announced agreements with multiple spectrum holders to light up additional 600 MHz spectrum for the next 60 days, expanding network capacity for customers across the country. We’re also expanding roaming access for Sprint customers to use the T-Mobile network. More here.
ORIGINAL POST: March 13, 2020
We continue to closely monitor the impact of COVID-19 on communities across the country. We recognize that T-Mobile customers are relying on our network to ensure they have critical connections with family, loved ones and service providers. Keeping our customers connected and our employees safe and healthy are our highest priorities. Below is an update on our ongoing efforts.
Network and Connectivity
Our network is currently fully operational and functioning at 100% reliability. To ensure that it continues to perform for all of our customers, even under anticipated times with heavier traffic, we have Network Operations Centers that operate 24 hours a day, seven days a week to monitor our network traffic, including calls to 911, and a widespread technician workforce that is able to rapidly respond to any issues.
Now, more than ever, as school and workplace closures are happening each day, reliable internet connectivity is crucial. The vast majority of customers on T-Mobile and Metro by T-Mobile plans already have unlimited talk, text and data, and our T-Mobile Home Internet customers already have unlimited plans with no data caps or surcharges. But in these unique circumstances, access to unlimited data is more important than ever. So today we are stepping up to take measures that will ensure that ALL current T-Mobile customers on plans that currently have data are provided the unlimited connectivity they need to learn and work.
- ALL current T-Mobile and Metro by T-Mobile customers as of March 13, 2020 who have legacy plans without unlimited high-speed data will get unlimited smartphone data for the next 60 days (excluding roaming).
- Starting March 20, 2020, providing T-Mobile and Metro by T-Mobile customers on smartphone plans with hotspot data an additional 20GB of smartphone mobile hotspot (10GB per bill cycle for the next 60 days) for each voice line. (T-Mobile Connect excluded).
- Working with our Lifeline partners to provide customers extra free data up to 5GB of data per month through May 13, 2020.
- Increasing the data allowance for free to schools and students using our EmpowerED digital learning programs to ensure each participant has access to at least 20GB of data per month through May 13, 2020.
Additionally, we are now:
- Offering free international calling for ALL current T-Mobile and Metro by T-Mobile customers to landline (and in many cases mobile) numbers in many severely impacted countries.
Visit our Customer FAQs page and see the ‘Are you offering anything for customers who need to call families overseas?’ question under ‘Our Customers’ for the full list.
- Supporting the FCC’s Keep Americans Connected Pledge focused on ensuring residential and small business customers with financial impacts do not lose service.
Taking Care of Our Customers
We want our customers to feel comfortable in our stores so they can come in and get help to stay connected. We’ve increased cleaning and sanitization efforts and added more disinfecting wipes, soap and hand sanitizers for employees and customers. In addition, technicians servicing T-Vision customers in their homes will have hand sanitizer, masks and gloves with them to use when appropriate.
We also have many ways for customers to interact with us digitally:
- Manage your account and services, upgrade your phone and more in the T-Mobile App (in the App Store or Google Play) or My T-Mobile.
- Reach your Team of Experts (customers and businesses) by dialing 611.
- Connect with us through Facebook and Twitter @TMobileHelp.
If you prefer to shop with us online, we are giving customers free two-day shipping on devices for 60 days as a courtesy.
And should you need support with your account due to unexpected financial impacts, please contact us immediately so we can help you.
Keeping Our Employees Safe
Our employees are our company’s heart and soul, and we are taking a range of actions to keep them as safe as possible. We continue to closely monitor the situation across the country, tracking recommendations and directives from federal, state and local authorities.
In most parts of the country, we are encouraging employees in roles that allow the option to work from home through the end of the month to do so. For employees who do not have this option, we are supporting them with flexible work schedules or, where needed, providing additional paid time off for sickness and family support.
As T-Mobile is an essential provider of service and it’s vital that we continue to be there for our customers, we have also established a support structure for our employees in roles that do not have an option to work from home. These include:
- Working with them on flexible work schedules
- Providing Paid Time Not Worked for those employees in high risk categories, are sick or have been diagnosed with COVID-19 (up to 14 days)
- Providing Paid Time Not Worked for employees who need intermediate support for childcare arrangements during immediate school closures (up to 5 days plus additional individual assistance on a case-by-case basis as needed)
- Establishing commission guarantees and bonus guarantee in roles where that applies to ensure consistency in income
- Working with our independently-owned operator partners to implement a support plan for them and their employees
We also continue to encourage healthy practices such as personal distancing and hand washing and have increased cleaning and sanitation in all our facilities. We will do what we can to keep our people healthy.
This is an unprecedented situation and we understand the importance of continuing to be the reliable network that our customers depend on each and every day. We continue to have those who are personally impacted in our thoughts.
During congestion, T-Mobile customers using>50GB/mo. & Metro customers using >35GB/mo. may notice reduced speeds; Home Internet & Essentials customers may notice speeds lower than other customers & Metro customers may notice reduced speeds vs. T-Mobile customers due to data prioritization. On-device usage is prioritized over tethering usage, which may result in higher speeds for data used on device. Tethering speeds vary by plan. See details at t-mobile.com.
- T-Mobile US Media Relations MediaRelations@t-mobile.com