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.

Metro by T-Mobile ensures that a certain portion of its essential handsets offered to customers are compatible with hearing aids.

Some hearing aid users may detect interference in the form of a buzzing, humming, or whining noise when using a wireless phone. The amount of interference experienced may vary due to differences in immunity levels of hearing aids.

Handsets are rated as hearing aid compatible under one of two standards created by the American National Standards Institute (ANSI):

1. The 2011 ANSI Standard uses two ratings, M1 through M4 for microphone and T1 through T4 for telecoil. Under the 2011 ANSI Standard, a handset is rated as hearing aid compatible if it as rated M3 or M4 and T3 or T4. Phones that receive a rating of 3 or 4 usually cause the least amount of interference. Typically, the higher the M or T rating assigned to a phone, the less interference.
2. The 2019 ANSI Standard, which must be used on handsets certified as hearing aid compatible after December 5, 2023, does not use the M and T rating system. Instead, devices are certified as hearing aid compatible or “HAC.” The 2019 ANSI Standard also requires testing of a device’s volume control capability..

Although HAC certification is not a guarantee, it is a useful tool for consumers to determine the most appropriate wireless handset.

For additional information about hearing aid compatibility with digital wireless phones, see the hearing aid compatibility brochure and the FCC Guide.

Important note about HAC phones

Hearing aid compatible phones have been tested and rated for use with hearing aids for some of the wireless technologies they use. However, some newer wireless technologies used in these phones may not been tested yet for use with hearing aids. It is important to try the 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 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.

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 metrobyt-mobile.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.

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. Please see the following list of devices that Metro by T-Mobile currently offers that support RTT.

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.

11/20/2024