Accessibility Policy

Metro® by T-Mobile is committed to ensuring that individuals with disabilities can access all of the goods, services, facilities, privileges, advantages, and accommodations offered through its website and its mobile applications. If you are having trouble accessing Metro® by T-Mobile’ website or mobile apps, please call Customer Care at 1-888-METRO-8 for assistance.

Hearing aids are designed to amplify all sounds for the user, both desired and undesired sounds. As a result of this amplification, some hearing aid users can experience uncomfortable interference while using wireless phones. To eliminate this interference, some phones have been designed to operate with hearing aids, while others have been designed to operate with telecoil hearing aids, where the hearing aid receives only the signals from magnetic fields generated by the telecoil-compatible phone.

To assist users in determining which wireless phones are hearing aid-compatible, a ratings system has been designed by the American National Standards Institute. Phones that are compatible with telecoil hearing aids receive a 'T' rating from one to four, while phones that are compatible with microphone hearing aids receive a 'M' rating of three or four, which indicates that they typically cause the least interference to hearing aid users. Typically, the higher the M or T rating assigned to a phone, the less interference. While the ratings system can be a useful tool for consumers when choosing the right wireless phone, it is by no means a guarantee that a phone will not cause interference with a particular hearing aid.

Important Note: These phones have been tested and rated for use with hearing aids for some of the wireless technologies that they use. However, there may be some newer wireless technologies used in these phones that have not been tested yet for use with hearing aids. It is important to try the different features of your phone thoroughly and in different locations, using your hearing aid or cochlear implant, to determine if you hear any interfering noise. Consult your service provider or the manufacturer of your phone for information on hearing aid compatibility. If you have questions about return or exchange policies, consult your service provider or phone retailer. Handsets with Wi-Fi or Voice Over LTE (VoLTE) calling capabilities may not have been tested for hearing aid compatibility in these calling modes.

Hearing Aid Compatible Handset Functionality tiers are based on the following criteria:

• Best/Premium: Devices featuring higher-end design, material and finish, paired-up with a more sophisticated user interface and functionalities.
• Good: Entry-level phones with straight-forward features, applications, and design.

For additional information about hearing aid compatibility with digital wireless phones, see the FCC Guide or the Wireless Association’s accessibility guide.

For more information about phone accessibility features, as well as information about current and older phones, visit the Global Accessibility Reporting Initiative’s website at www.gari.info.

Metro® by T-Mobile offers to its customers with disabilities accessible services and device options supported by a variety of operating systems.

Metro® by T-Mobile’s statements are provided online via the metropcs.com website and are accessible to the visually impaired using readily available reading programs.

For additional information on accessibility solutions in the Android marketplace for persons with disabilities, please visit www.google.com/accessibility/products.

For questions regarding accessibility on your iPhone, please visit www.apple.com/accessibility.

For questions regarding accessibility on your BlackBerry handset, please visit us.blackberry.com/legal/accessibility.html.

Real-time text (RTT) allows consumers to send and receive instant transmission of text messages in real time, as they are being composed, making these messages more equivalent to typical voice conversations. (Characters are sent as they are typed.) RTT also allows voice communication at the same time as text communication (simultaneous voice and text). Unlike other types of texting methods, RTT is similar to a voice call – when you place an RTT call, the other party must answer the call, and when the call is over, both parties hang up.

Metro by T-Mobile customers using Voice over LTE (VoLTE) or Wi-Fi Calling on RTT-enabled devices are able to send and receive RTT calls with other Metro by T-Mobile customers who are also using VoLTE or Wi-Fi Calling using RTT-enabled devices, as well as to subscribers of other carriers that support RTT. A list of Metro by T-Mobile’s RTT device offerings can be accessed here.

For additional information about RTT service, please contact Metro by T-Mobile Customer Care or visit T-Mobile’s Accessibility webpage by clicking the following link: https://www.t-mobile.com/responsibility/consumer-info/accessibility-policy?filter=auditory.

Telecommunications Relay Service (TRS or “relay service”) is a communication service that permits individuals with a hearing or speech disability to use the telephone system via a text telephone (TTY) or other device to call persons with or without such disabilities through a TRS relay center.

Different forms of relay service include Text-to-Voice TTY, Voice Carry Over (VCO), Hearing Carry Over (HCO), Speech-to-Speech (STS), Spanish Text-to-Voice TTY, Captioned Telephone, IP Captioned Telephone, IP Relay, and Video Relay Service (VRS). More information about the available types of relay service can be found on the the FCC’s TRS website.

TRS is available in all 50 states and all U.S. territories for local and long-distance calls. TRS providers are compensated for the costs of providing TRS from either a state or a federal fund, and there is no charge to the TRS user other than standard calling rates.

Relay service can be reached by dialing 711 or by contacting your state relay provider, as listed in the FCC’s TRS Directory. In the event of an emergency, TTY users should call 911 directly.

The FCC requires digital wireless carriers to have the capability to transmit a call from a wireless phone that is connected to a TTY. While the FCC mandate pertains specifically to calls made to 911, the ability to make a call to 911 means that users can also complete a call to anyone, anywhere, provided the party on the receiving end of the call also has a TTY.

Metro® by T-Mobile’s higher speed data services, including LTE, support use of IP-based telecommunications relay services including Video Relay Service, IP Relay, and IP Captioned Telephone Service through providers of those relay services. Metro® by T-Mobile recommends use of these relay services as the most effective means of placing assisted calls, including to 911. If a customer nonetheless wants to use a mobile TTY, Metro® by T-Mobile’s GSM and UMTS cellular network is TTY compatible and may be used to reach 911. All Metro® by T-Mobile price plans and most handset features will work with TTY. Customers will need to visit a Metro® by T-Mobile retail store or contact Customer Service for assistance with selecting the proper rate plan and service activation. Dial 1-888-8metro8 (1-888-863-8768) for Customer Service.

Customers should be aware that TTY does not work on voice calls that are placed over Wi-Fi or Voice over LTE (VoLTE) at this time. This means that TTY calls, including TTY calls to 911, cannot be made while using IP-based calling, including Wi-Fi Calling and Voice over LTE. Customers with communications disabilities who need to call 911 while using IP-based calling should use IP Relay, Video Relay, or IP Captioned Telephone Service to reach emergency personnel. Where available, customers may also send a text message to 911 directly (text-to-911).

Metro® by T-Mobile will provide accessible support for wireless network service, and with billing inquiries. Dial 1-888-8metro8 (888-863-8768) for Customer Service.

For media requests, commercial questions or customer service inquiries, visit our Contact Us page.

August 25, 2023