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YOUR PROTECTION

Phone privacy.

Time to read: 3 minutes

Person making a phone call with a French Bulldog on their lap.

At a glance

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You have privacy rights, and T-Mobile has obligations, when it comes to certain data about your voice communications.

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By law, data about voice calls you make can only be used or shared for certain purposes, or with your permission.

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In some cases, we may be required by law to share information about the service you use. 

Your voice calls

As a telecommunications carrier, we collect and maintain information about our customers’ voice calls. We also use data about voice calling to identify offers for T-Mobile calling plans, protect against fraud, and to respond to emergencies. Because data about calls you make is sensitive personal information, Congress and the Federal Communications Commission (FCC) have created rules that we follow to protect your privacy.

Some of the information we collect about your voice service is called customer proprietary network information or CPNI. We have this information solely because of your relationship with us. It either relates to data—such as the type, destination, and amount of voice-calling you use—or it may be certain information contained in your bills.

Your CPNI doesn’t include your name, address, phone number, or the content of your phone calls. Phone call content has stricter protections under wiretapping laws. To learn more about how T-Mobile collects information regarding phone calls, visit our T-Mobile Privacy Notice.

Your choices

Under federal law, you have the choice to approve or disapprove certain uses of your CPNI that are outside the scope of ordinary business operations, fraud prevention, or legal compliance. T-Mobile does not use or share CPNI in ways that would trigger this approval process—like sharing your CPNI with others to help them market their stuff. You also have the option to access and manage your CPNI by visiting our Privacy Dashboard.

T-Mobile also gives you tools to manage who can access your CPNI. For most of our brands, if you’re the Primary Account Holder, you may designate other lines as Authorized Users, who then also have rights to access and manage your account information. That allows you to decide whether other people on your account will also have access to all the CPNI associated with your account—not just the line they are using. For more information, visit the Billing Responsible Party & authorized users page. 

Our responsibilities

The FCC’s rules are complex. Some of the key requirements are that carriers must: 

  • Properly authenticate any party seeking access to CPNI. This means, for example, T-Mobile must provide mandatory password protection for online account access and require a valid photo ID for access in a retail location. We require a PIN code for any access to CPNI when you call us, and (except in Puerto Rico) we don’t release call details over the phone.
  • Notify you when your password or PIN is changed.
  • Investigate, notify you, and notify the FCC, FBI, and U.S. Secret Service if there’s intentional unauthorized access, use, or disclosure to your CPNI.
  • Annually file a certification with the FCC that we have processes in place designed to ensure compliance with the CPNI rules. We not only have to follow the law closely, we put our name on it.

Have questions? 

For more information, read our T-Mobile Privacy Notice or contact customer service toll-free:

  • T-Mobile: 1-800-937-8997 or 611 from your T-Mobile phone
  • Metro: 1-888-863-8768 or 611 from your Metro phone
  • Sprint: 1-888-211-4727 or 611 from your Sprint phone
  • Assurance Wireless: 1-866-482-2003 

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