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 Aid Compatibility

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.

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

Offerings for persons with disabilities

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 Windows Phone, please visit www.windowsphone.com/en-us/how-to/wp8/basics/accessibility-on-my-phone.

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

Telecommunications Relay Service

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.

TTY on the Metro® by T-Mobile Network

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).

Support

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.

Inquiries

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