Update: February 21, 2021
Our teams have been able to make great progress restoring our network following last week’s winter storms and we have returned to normal service levels.
As always, we are here for our customers and encourage them to reach out to our Team of Experts if they need anything. You can call 611 or 1-800-937-8997 from your handset if you need assistance or have questions about your account or service, we will be happy to help. If you need to visit us, please note that some T-Mobile and Metro by T-Mobile stores in affected areas may be closed or are on reduced hours, please reach out to your local store to confirm they are open.
This will be our last update on this event.
Update: February 19, 2021
Red
Our network status in Texas has improved significantly and we are close to full restoration of affected sites. We are also seeing improvements in West Virginia and Tennessee and will continue our round the clock efforts to restore the remaining small amount of sites still affected.
Support for Customers in Texas
A reminder that through Saturday, 2/20 T-Mobile is providing unlimited talk, text and data for T-Mobile, Sprint and Metro by T-Mobile customers in Texas who are not already on unlimited plans.
The majority of our T-Mobile and Sprint customers are already on plans offering unlimited talk, text and data. If you are a customer and need assistance or have questions about your account or service, please call 611 or 1-800-937-8997 from your handset and we will be happy to help.
Tiendas
Some T-Mobile and Metro by T-Mobile stores in affected areas may be closed or on reduced hours. As a reminder, if you need to visit us, please reach out to your local store to confirm they are open. You can also call 611 or 1-800-937-8997 from your handset if you need assistance or have questions about your account or service and we will be happy to help.
UPDATE: February 18, 2021
We continue to closely monitor Winter Storm Viola and its effects on our network and communities as it bares down across the South East of the country, from Texas to the Atlantic coast.
For customers in areas affected by Winter Storm Uri, the majority of network impacts continue in Texas, specifically around Dallas, Houston and Austin. We've been able to continue getting some sites back online and will continue to work around the clock as safety conditions permit.
Support for Customers in Texas
We understand that staying connected is key in times like these. Through Saturday, 2/20 T-Mobile is providing unlimited talk, text and data for T-Mobile, Sprint and Metro by T-Mobile customers in Texas who are not already on unlimited plans.
As a reminder, the majority of our T-Mobile and Sprint customers are already on plans offering unlimited talk, text and data. If you are a customer and need assistance or have questions about your account or service, please call 611 or 1-800-937-8997 from your handset and we will be happy to help.
Tiendas
A number of our stores remain closed or on reduced hours. As a reminder, if you need to visit us, please reach out to your local store to confirm they are open.
UPDATE: February 16, 2021
As winter storm conditions persist in different regions across the U.S., we continue to keep a close eye on the situation. We are working closely with local authorities to gain safe access to impacted markets and continue to work around the clock on restoration efforts.
Our teams are also closely tracking and preparing for a second severe storm –Winter Storm Viola– which could have widespread impacts across multiple states in the Mid-South.
Red
We continue to see the majority of network impacts in Texas. While we still have a number of sites down in the Dallas, Houston and Austin markets due to power outages caused by severe snow and ice conditions, we've been able to get some sites back online and running. Our teams are closely monitoring road conditions, and once it is safe to do so, will deploy to impacted areas.
Asistencia al cliente
As severe winter weather continues to impact communities, there are a few steps that can be taken to help stay safe and connected when it matters most. Estas son nuestras recomendaciones:
- Learn how to prepare and stay safe with the Red Cross’ tips for Winter Storm Safety and Power Outage Safety.
- Make a disaster kit! Include things like batteries, snacks, water, first aid kit, flashlight and device chargers.
- Protect your technology from rain and snow with waterproof re-sealable plastic bags.
- ¡Ten siempre tus dispositivos móviles totalmente cargados! Ten cables de carga a mano y considera invertir en un dispositivo de carga portátil o para el auto.
- Suscríbete para recibir alertas por mensaje de texto de las autoridades locales o usa sus redes sociales para enterarte de todas las novedades antes, durante y después de una catástrofe.
- Verifica que tu teléfono sea compatible con Alertas Móviles de Emergencia y que tenga las notificaciones activadas. Visita www.t-mobile.com/wea para ver cómo configurar alertas en dispositivos de T-Mobile y Sprint.
- Configura las llamadas Wi-Fi en tu teléfono. Para teléfonos Apple, ve a Configuración > Teléfono > Llamadas Wi-Fi y para teléfonos Android, ve a Configuración > Más configuraciones de conexión > Llamadas Wi-Fi.
Tiendas
A number of our stores remain closed or on reduced hours. As a reminder, if you need to visit us, please reach out to your local store to confirm they are open. You can also call 611 or 1-800-937-8997 from your handset if you need assistance or have questions about your account or service and we will be happy to help.
UPDATE: February 15, 2021
We are continuing to monitor the situation closely. This afternoon, we are seeing restoration progress in the Austin market, with some sites coming back online. Our teams will continue to work around the clock to restore further in markets impacted by winter storm conditions.
More information on our response
Over the coming days, you can stay up to date on our response and recovery efforts via the following channels:
- Check the T-Mobile Newsroom.
- Follow us on Twitter at @TMobile and @Sprint.
- Follow our CEO Mike Sievert and T-Mobile President of Technology Neville Ray on Twitter.
ORIGINAL POST
Over the weekend and continuing today, severe weather is impacting multiple regions of the country with snow and ice conditions that has lead to loss of power in some areas.
As a result, we are currently experiencing network impacts in the Austin, San Antonio and Rio Grande Valley areas of Texas, as well as parts of Oregon.
Our teams are working with local utility and transport partners as safety conditions allow.
If your mobile service is interrupted or spotty, we recommend you try the following:
- If you have home broadband and power but no mobile service, try Wi-Fi calling, which allows T-Mobile and Sprint customers with capable devices to text and make and receive voice calls via any capable Wi-Fi connection. IMPORTANTE: si tienes que llamar al 911 usando Wi-Fi, no olvides dar tu dirección al operador.
- If your mobile service is working, please try to keep calls to a minimum and as short as possible. Esto ayuda a reducir la carga en nuestra red para que otros puedan comunicarse.
- Send a text instead of making a call. Los mensajes de texto pasan más fácilmente durante momentos de congestión.
We know staying connected is key in times like these. As a reminder, the majority of T-Mobile and Sprint customers are on plans offering unlimited talk, text and data.
- For T-Mobile, these are customers on Magenta, Essentials, Unlimited Age 55+, T-Mobile One, or Simple Choice plan, while Sprint customers on Sprint’s Unlimited, Unlimited Freedom and certain older plans are also covered.
- Los clientes de Metro by T-Mobile también tienen llamadas y textos ilimitados en todos los planes.
Over the coming days, a number of our stores may be closed due to power impacts. If you need to visit us, please reach out to your local store to confirm they are open. You can also call 611 or 1-800-937-8997 from your handset if you need assistance or have questions about your account or service and we will be happy to help.
*Durante períodos de congestión los clientes que usen más de 50 GB al mes y los clientes de Essentials pueden notar velocidades más lentas que las de otros clientes debido a la priorización de datos. Metro by T-Mobile customers using >35GB/mo. may notice reduced speeds and Metro customers may notice reduced speeds vs. T-Mobile debido a priorización.