What is Team of Experts?

Team of Experts is a radical re-invention of the old, broken customer service model. Now, postpaid customers have a dedicated team of highly-trained experts assigned to their account, who are empowered to deliver next-level customer care. You'll never be forced to talk to a robot again or get bounced from rep to rep. With Team of Experts, you get real help from real people, on your terms.

Who is eligible for Team of Experts support?

All T-Mobile postpaid customers are assigned to a Team of Experts.

Is Team of Experts available to T‑Mobile for Business customers?

Absolutely. All T-Mobile for Business customers are assigned to a Team of Experts.

Do I have to pay extra for Team of Experts support?

Not a penny. Team of Experts is included for free with all T-Mobile postpaid accounts.

Is Team of Experts available 24/7?

Your Team of Experts is typically available 24 hours a day, 7 days a week. However, due to recent COVID-19 guidelines, we're temporarily adjusting hours to help keep your team safe. You may still contact them between the hours of 4:00am – 9:00am PT. Thank you for your understanding.

How do I contact my Team of Experts?

Simply dial 611 from your T-Mobile phone, or use two-way messaging on My T-Mobile .com , via the T-Mobile App, or iMessage through Apple Business Chat. You can also request a call back or schedule a time for your Team of Experts to call you through both the T-Mobile App and My T-Mobile .com .

How do I get to my Team of Experts if I don't call from my T-Mobile phone?

If you call our toll-free number ( 1-800-937-8997 ) from a different phone, just enter your T-Mobile phone number when prompted and we'll route you to your Team of Experts.

What if I want to use your automated system?

When you call customer care, you’ll have the option to use the automated system if you prefer.

Will talking to my Team of Experts result in a longer wait time?

Wait times may vary based on call volume but there is an option to have your team call you back, so you don't have to wait on the phone.

How can I see who's on my Team of Experts?

Just log in to the T-Mobile App or My T-Mobile .com to see a photo of your team.

Can I talk to the same person every time?

We want to make sure you get help as fast as possible, so you might not speak to the same person every time. The great news is that our care teams sit together and provide answers and support quickly, efficiently, and on your terms.

Can I request a different Team of Experts?

Your Team of Experts is assigned based on your regional area. This lets us build expertise based on that area's specific needs. If you're not happy with your Team of Experts, let us know and we'll work with you to resolve the issue.