Frequently Asked Questions

Q: Do I need to purchase an upgraded handset to receive basic 911 or E911 services?

No. All of T-Mobile ’s wireless handsets give T-Mobile subscribers access to Enhanced 911 services (also called “E911”). E911 service gives T-Mobile the ability to route a 911 call to the designated 911 Communications Center serving your location and deliver your telephone number and location information automatically to the emergency operator answering the call. E911 is different from Basic 911 service because Basic 911 does not provide the 911 Communications Center with your telephone number or location information.

Question 1

What is Basic 9-1-1 service?

Accepted Answer

Basic 9-1-1 service is an emergency telephone system which automatically connects wireless 9-1-1 calls to a designated 9-1-1 Communications Center. Basic 9-1-1 may or may not provide the wireless phone’s 10-digit call-back number and estimated location. The handset must have battery power and be in a coverage area to complete a 9-1-1 call.

Question 2

What is Enhanced 9-1-1 Phase I service?

Accepted Answer

Enhanced 9-1-1 Phase I service is the first step in providing better emergency response service to wireless 9-1-1 callers. Public Safety/9-1-1 Communications Centers need to send a letter to T-Mobile requesting Phase I service deployment at their agency. Once Phase I service has been implemented, when a wireless 9-1-1 call comes into the 9-1-1 Communications Center (also called a Public Safety Answering Point or PSAP), the call-taker's computer screen will show the wireless phone's 10-digit call-back number if one has been assigned to the calling handset. In the event the wireless phone call is dropped, the call-taker may contact the caller. Phase I service also identifies the cell site/sector location information that the call was originated on to the call-taker's computer screen. This provides the call-taker with a general location (i.e. within the site coverage area) of the caller. The handset must have battery power and be in a coverage area to complete a 9-1-1 call.

Question 3

What is Enhanced 9-1-1 Phase II service?

Accepted Answer

Public Safety/9-1-1 Communications Centers need to send a letter to T-Mobile requesting Phase II service deployment at their agency. With Phase II service, the location information that is provided to the 9-1-1 Communications Center is the approximate X, Y (longitude, latitude) location of the handset making the 9-1-1 call. This location information is typically more accurate than the Phase I location information (cell site/sector). As with Phase I, Phase II service allows call-takers to receive both the caller's wireless phone number and their estimated location information. Since early 2004, T-Mobile has been deploying Phase II services. T-Mobile utilizes a hybrid solution, referred to as U-TDOA, Uplink-Time Difference of Arrival and AGPS, Assisted Global Positioning System, to provide an estimated Phase II location to the 9-1-1 Communications Center. The handset must have battery power and be in a coverage area to complete a 9-1-1 call.

Question 4

What is Text to 9-1-1 service?

Accepted Answer

Placing a voice call to 9-1-1 is your best option during an emergency. At this time, some 9-1-1 Centers are able to receive and/or respond to text messages sent to 9-1-1 via a T-Mobile handset. If a customer attempts to send a text to 9-1-1 in an area where the service is not available, an auto-reply message will be sent to the handset stating: “Please make a voice call to 911. There is no text service to 911 available at this time in this area. This is a free message.” T-Mobile entered into a voluntary agreement to begin the deployment of Text to 9-1-1 service starting in mid-2014. Public Safety/9-1-1 Communications Centers will need to send a letter to T-Mobile requesting Text to 9-1-1 service deployment at their agency once they are ready to receive text messaging. Please note, making a voice call to 9-1-1 is still the most efficient way to contact emergency services.

Question 5

Do I need to purchase an upgraded handset to receive basic 911 or E911 services?

Accepted Answer

No. All of T-Mobile’s wireless handsets give T-Mobile subscribers access to Enhanced 911 services (also called “E911”). E911 service gives T-Mobile the ability to route a 911 call to the designated 911 Communications Center serving your location and deliver your telephone number and location information automatically to the emergency operator answering the call. E911 is different from Basic 911 service because Basic 911 does not provide the 911 Communications Center with your telephone number or location information.

Question 6

As a T-Mobile subscriber, do I need to sign up for Phase I and II service?

Accepted Answer

No. The Public Safety/9-1-1 Communications Center serving a particular area requests the service from T-Mobile, not the subscriber. Once the service is requested by the 9-1-1 Communications Center and deployed by T-Mobile, it is provided for all the T-Mobile network users in that area. T-Mobile has deployed Enhanced 9-1-1 Phase I and Phase II service throughout much of the country.

Question 7

How do I know whether Phase I or Phase II services have been deployed in a particular area where I’m making wireless calls?

Accepted Answer

Because there are over 6,100 9-1-1 Communications Centers in the United States, we suggest you contact the 9-1-1 Center in your area by calling their non-emergency/administrative phone number (usually found near the front of the local phone book or directory) to determine that agency's ability to receive wireless Enhanced 9-1-1 calls.

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