T-Mobile Update on COVID-19 Response
Over the past few weeks, T-Mobile has been working on a response plan to mobilize every area of our business to support customers, employees and the community as we face the new challenges of COVID-19. We recognize that T-Mobile customers are relying on our network to ensure they have critical connections with family, loved ones and service providers. Keeping our customers connected and our employees safe and healthy are our highest priorities.
Below is an update on our ongoing efforts.
We take our responsibility to give back seriously, particularly in times of need. T-Mobile announced plans to extend that support to the communities we serve that have seen the impacts of COVID-19 with a focus on supporting youth and those facing hunger as a result of COVID-19.
- T-Mobile is giving up to $500,000 to Boys and Girls Clubs of America COVID-19 Relief Fund through social media and a text-to-give matching campaign through the month of April.
- T-Mobile gave $700,000 to Feeding America’s COVID-19 Response Fund – of that $500,000 came from T-Mobile Tuesdays, a program that thanks customers with exclusive offers, every Tuesday, and $200,000 from the season finale of Slow Cooker Sunday, a weekly Facebook live show hosted by T-Mobile CEO John Legere.
- The T-Mobile Foundation gave $100,000 to the COVID-19 Response Fund hosted by the Seattle Foundation that will rapidly deploy resources to community-based organizations at the frontlines of the coronavirus outbreak in the greater Seattle and Puget Sound region.
- The T-Mobile Foundation is offering a 2:1 match for employees who want to give additional funds to Feeding America or the CDC Foundation that supports the Centers for Disease Control and Prevention’s critical health protection work.
Now, more than ever, as school and workplace closures are happening each day, reliable internet connectivity is crucial. So, we stepped up to take measures that will ensure ALL current T-Mobile customers on plans that have data are provided the unlimited connectivity they need to learn and work and that customers still have access to all the support they may need from our retail and care experts.
- In response to COVID-19, T-Mobile introduced T-Mobile Connect, its lowest prices smartphone plan ever, and added lower-cost options for Metro by T-Mobile to help ensure everyone has an affordable option to get and stay connected during these challenging times.
- We’re lighting up additional 600 MHz spectrum for 60 days starting March 14, expanding network capacity for customers across the country. We’re also expanding roaming access for Sprint customers to use the T-Mobile network. More here.
- ALL current T-Mobile and Metro by T-Mobile customers who have plans with data will have unlimited smartphone data for 60 days (excluding roaming) starting March 14.
- Providing T-Mobile and Metro by T-Mobile customers an additional 20GB of mobile hotspot / tethering service for the next 60 days starting March 20 (10GB per bill cycle for the next 60 days) for each voice line. (T-Mobile Connect excluded).
- Working with our Lifeline partners to provide customers extra free data up to 5GB of data per month over the next two months.
- Increasing the data allowance for free to schools and students using our EmpowerED digital learning programs to ensure each participant has access to at least 20GB of data per month for the next 60 days starting March 14.
- Offering free international calling for ALL current T-Mobile and Metro by T-Mobile customers to Level 3 impacted countries.
- Supporting the FCC’s Keep Americans Connected Pledge focused on ensuring residential and small business customers with financial impacts do not lose service.
- T-Mobile will temporarily close about 80% of its’ company-owned retail stores until at least March 31st
- Retail store hours: Starting April 1st, all T-Mobile and Metro by T-Mobile stores that have remained open will operate on an updated schedule of 11 am to 6 pm, Monday to Saturday, and 12 pm to 6 pm on Sunday. All our stores will be closed on Easter Sunday.
- Virtual Retail: Beginning on April 3rd, customers will be able to chat with a retail Mobile Expert through the T-Mobile website, through Apple Business Chat, or through Facebook Messenger to activate a new device or add lines to their accounts. Products will arrive via free two-day shipping (through 5/13).
- Mobile and Curbside Fulfilment: Beginning now in select markets, and nationally in the second half of April, customers can make appointments through the store locator page on T-Mobile.com for curbside or mobile fulfilment (look for “Appointments Available”).
- Retail store availability: For those customers needing in-person support and essential services from one of our trusted Mobile Experts, approximately half of our stores will be open in April, covering many of our customers within a 20-minute drive time.
- The stores that remain open, which are distributed across the country, will operate on reduced schedules and only stay open for eight hours each day – from 10 am to 6 pm local time for most stores
T-Mobile takes our designation by the government as a critical communications infrastructure provider seriously and continues to evaluate the appropriate steps we need to take as a business to align guidelines from State, Local and Federal Government agencies with what’s best for our customers and our employees. To support our employees as they continue to serve customers we have taken the following actions:
- Providing Paid Time Not Worked for those employees in high risk categories who are sick or have been diagnosed with COVID-19 (up to 14 days).
- Providing Paid Time Not Worked for employees who need intermediate support for childcare arrangements during immediate school closures (up to 5 days plus additional individual assistance on a case-by-case basis as needed)
- Establishing commission guarantees and bonus guarantee in roles where that applies to ensure consistency in income
- Working with our independently-owned operator partners to implement a support plan for them and their employees
- Care Facilities: In our Care facilities, we continue to transition to a remote work force. Now more than 6,700 of our internal care and over 8,000 of our Global Care experts have transitioned to a work from home environment. We anticipate transitioning all 17 of our internal sites to a similar work from home experience by April 3rd so we can continue to deliver on our promise to keep customers connected to each other and the world.
- Ongoing updates can be found on our COVID-19 Response post here
- John Legere’s letter to customers
- Mike Sievert’s letter to employees
- Customer COVID-19 page can be found here
- President of Technology Neville shared network trends here
- Work Smarter: How to Use a Mobile Hotspot for iPhone and Android
This is an unprecedented situation and we understand the importance of continuing to be the reliable network that our customers depend on each and every day. We continue to have those who are personally impacted in our thoughts.
T-Mobile U.S. Inc. (NASDAQ: TMUS) is America’s supercharged Un-carrier, delivering an advanced 4G LTE and transformative nationwide 5G network that will offer reliable connectivity for all. T-Mobile’s customers benefit from its unmatched combination of value and quality, unwavering obsession with offering them the best possible service experience and undisputable drive for disruption that creates competition and innovation in wireless and beyond. Based in Bellevue, Wash., T-Mobile provides services through its subsidiaries and operates its flagship brands, T-Mobile, Metro by T-Mobile and Sprint. For more information please visit: http://www.t-mobile.com