T-Mobile is hard at work to build the best possible network for our customers. We frequently make updates to our network to give the best possible wireless experience. In preparation for a network update happening on January 29, 2021, we identified some older devices will be unable to receive the enhancement and as a result will be unable to connect to the network.

Why did I get a message that my device will lose connection?

A small number of T-Mobile, T-Mobile Prepaid, and Metro by T-Mobile customers will be affected by an upcoming network update. 

• As a result of the network update going into place on 1/29/2021, we identified a small number of older devices that are not able to receive a manufacturer software update and as a result, these devices will be unable to establish a network connection. 
  • T-Mobile and Metro customers utilizing these older devices will lose all network connectivity if they do not replace their device.
• All other impacted devices have successfully been sent a software update to help that device stay connected on our network. If you have not updated your software, please do so now to make sure that your services will not be impacted on January 29, 2021.
• If you are currently using one of the devices listed below, please contact us or go into a Retail store to upgrade your device before January 29, 2021. 

For T-Mobile & T-Mobile Prepaid customers

T-Mobile has some exciting new offers that will be available for some impacted customers. To see what offers are available, reach out to us.

• T-Mobile app: Learn more and download the T-Mobile app.
• Customer Care Toll Free: Visit the T-Mobile Contact us page.
• Find T-Mobile Retail Stores near you.

For Metro by T-Mobile customers

Metro by T-Mobile has some exciting new offers that will be available for some impacted customers. To see what offers are available, reach out to us.

• Customer Care Toll Free: Visit our Metro by T-Mobile Contact us page.
• Find Metro by T-Mobile Retail Stores near you.