911 Info

T-Mobile Accessibility

When you are experiencing an emergency, it’s important that we connect you to the right emergency service provider.  T-Mobile complies with all Federal Communications Commission (FCC) emergency call handling requirements to process 911 calls for IP Relay, TTY, State CapTel and Speech to Speech. T-Mobile may collect your name, location, and other identifying information at the beginning of the 911 call to connect you to the most appropriate Emergency Services Provider or Public Safety Answering Point (PSAP).

For more information, please see the FCC Advisory Page

 

T-Mobile IP Relay Web Application

T-Mobile IP Relay allows registered users to login using an internet connection with a web browser through T-Mobile.com/iprelay.  The following physical geographic location information is essential to locate the most appropriate PSAP.

  • Street address
  • City, State, Zip Code
  • Area code and Phone number from where the caller is located

The caller should be prepared to provide an alternate means of re-establishing contact if disconnected during the 911 call (e.g., a 10-digit phone number with a TTY or a VRS call back number.)  

Steps to Place a 911 Call via the IP Relay web application

  1. Caller must be registered and logged in to t-mobile.com/iprelay
  2. Using t-mobile.com/iprelay enter “911” as the number to dial
  3. The 911 call will be answered in a priority queue by a Relay Operator to process the emergency call
  4. Caller will connect with Relay Operator and the emergency call will be placed to the appropriate PSAP based on location information obtained from IP Relay user's profile
  5. If one or both legs of an emergency call are disconnected, the T-Mobile IP Relay Operator will attempt to re-establish contact with the caller

NOTE:  The IP user can change geographic location information and select the preferred location to be used in case of an emergency through t-mobile.com/trsprofile.  International address changes are not allowed by the T-Mobile system.

Recommended and Supported Devices

 IP Relay web application requirements:

  • Internet connection - DSL, Cable, WiFi, wireless carrier networks*
  • ​Latest versions of Microsoft Edge, Mozilla Firefox, Google Chrome, or Apple Safari

 * Data charges may apply while using wireless carrier networks

Notice of Installs or Upgrades

t-mobile.com/iprelay does not require installs or upgrades.
 

911 IP Relay Disclaimer:  Although IP Relay can be used for emergency calling, such emergency calling may not function the same as traditional 911/E911 services. By using IP Relay for emergency calling, you agree that T-Mobile is not responsible for any damages resulting from errors, defects, malfunctions, interruptions or failures in accessing or attempting to access emergency services through IP Relay; whether caused by the negligence of T-Mobile or otherwise. Other restrictions apply. 

 

T-Mobile IP Relay Mobile Application

 The T-Mobile  IP Relay mobile app allows registered users to log in using a mobile application through the Google Play Store or Apple App Store.  Due to the mobility IP Relay users have today, the IP Relay caller will need to provide their current physical location. This information is essential to locate the most appropriate PSAP.

  • Street address
  • City, State, Zip Code
  • Area code and Phone number from where the caller is located

The caller should be prepared to provide an alternate means of re-establishing contact if disconnected during the 911 call (e.g., a 10-digit phone number with a TTY or a VRS call back number.)  

Steps to Place a 911 Call

  1. Caller must be registered and logged in to the IP Relay mobile application for Android or Apple devices.
  2. Turn on Location Services from the Android or iOS device in order to allow your device to provide location information for 911 emergency services.
  3. Using the IP Relay mobile app for Android or iOS, tap the "Red Phone 9-1-1" icon and tap OK to connect with emergency services.  
  4. The 911 call will be answered in a priority queue by a Relay Operator to process the emergency call
  5.  IP Relay mobile users are connected to PSAP or an Emergency Contact Center (ECC)
    1. If the Relay Operator can determine the caller’s location, they will route the call to a PSAP.  The PSAP will receive IP Relay caller’s location to dispatch emergency services.
    2. If the Relay Operator cannot determine a sufficiently precise location, the IP call will be routed to the ECC to determine the most appropriate PSAP.
    3. Relay Operator will relay any customer location information available to the ECC.  The ECC can then route the call to the appropriate PSAP, if possible.
    4. If one or both legs of an emergency call are disconnected.  Relay Operator will attempt to re-establish call

Recommended and Supported Devices

 IP Relay mobile app device requirements:

  • Smartphones or tablets running Android v 6.0 or higher and Apple iOS 9.0 or higher devices
  • Internet connection:  WiFi or wireless carrier networks*

 * Data charges may apply while using wireless carrier networks

Notice of Installs or Upgrades

For the best performance of the IP Relay mobile app, the current version is recommended.  The current IP Relay version is displayed at the bottom of the Menu screen. To upgrade, visit Google Play Store or Apple App Store to install the latest version of  IP Relay mobile app.

911 IP Relay Mobile Disclaimer. Although the IP Relay Mobile Services can be used for emergency calling, it does not function in the same manner as traditional wireline or wireless 911. You must carefully evaluate your individual circumstances in deciding whether to rely solely upon the IP Relay Mobile Services for 911 calling or to make alternative provisions for access to emergency calling services, such as attempting a voice call to 911 using the voice calling capability of your wireless phone. In many instances, when you dial 911 from your wireless phone it may automatically route to the appropriate Public Safety Answering Point ("PSAP"), which may have automatic access to your ten-digit wireless telephone number, as well as automatic location information. You may also wish to consider calling 911 from a landline telephone or wireless telephone using a TTY/TDD device, for example.

 

TTY

Steps to Place a 911 Call (TTY, VCO, HCO, STS)

  1. Caller must connect to relay service via 711/or toll-free number

  2. The call will be answered by a Relay Operator to process the call

  3. Traditional relay user will type or speak to the Relay Operator to “Call 911” or “Call emergency”

  4. The emergency call will be placed to the appropriate Public Safety Answering Point (PSAP) based on the calling from number (ANI) received when caller connected to relay service

  5. Relay Operator will identify the call to the PSAP authority

a. If the inbound disconnects prior to the call connecting to the PSAP the call will be placed and all known information will be passed to the PSAP authority

b. If the outbound disconnects the Relay Operator will attempt to reestablish the call

  1. The Relay Operator will remain on the line until call completion as determined by the PSAP

 

Speech to Speech (STS)

Steps to Place a 911 Call

  1. Caller must connect to relay service via 711/or toll-free number

  2. The call will be answered by a Relay Operator to process the call

  3. Traditional relay user will type or speak to the Relay Operator to “Call 911” or “Call emergency”

  4. The emergency call will be placed to the appropriate Public Service Answering Point (PSAP) based on the calling from number (ANI) received when caller connected to relay service

  5. Relay Operator will identify the call to the PSAP authority

    1. If the inbound disconnects prior to the call connecting to the PSAP the call will be placed and all known information will be passed to the PSAP authority

    2. If the outbound disconnects the Relay Operator will attempt to reestablish the call.

  6. The Relay Operator will remain on the line until call completion as determined by the PSAP

 

Steps to Place a 911 Call

1-line CapTel mode

  1. Caller must dial 911 on the CapTel phone with the light on the Caption button ON.
  2. The light above the Caption button will turn OFF automatically, and the display will read “Captions are off.  Dialing 911 directly.”  The caller will need to watch the display for further instructions
  3. The emergency call will arrive at the appropriate Public Safety Answering Point (PSAP).  When the caller sees the connection has been established, talk to the emergency call taker.  If you need captions, press the button next to the message “If you need captions from 911 press here”
  4. When the emergency call taker types the messages will be displayed on the CapTel screen.  The caller should talk normally into the phone handset when responding.  The emergency call taker will not be able to hear the caller when typing messages to the Caller.
  5. After the caller hangs up, the CapTel phone will remain in VCO mode for call-backs from the 911 service.  To return to CapTel captioning mode, press the Caption button.

 

2-line CapTel mode

  1. Caller must dial 911 on the CapTel phone with the light on the Caption button ON.  The emergency call will proceed as normal with supporting captions displayed on the CapTel screen.