T-Mobile had an outage? Here’s what to do
Summary: When T-Mobile service goes down you can request a prorated credit for the days you had no service.
Why T-Mobile had an outage
- An internet or phone outage lasting hours or days.
- Repeated service interruptions.
Step by step: what to do
- Note the outage dates and times and any outage tickets you opened.
- Call T-Mobile at 1-800-937-8997 and request a prorated credit for the downtime.
- If denied, escalate and file an FCC complaint.
Common mistakes to avoid
- Not asking for a credit — it is rarely applied automatically.
What to say when you call T-Mobile
- I had an outage and I’m requesting a prorated credit for the days my service was down.
Know your rights
You are entitled to itemized billing, to dispute charges you did not authorize, and to credits for service outages on many plans.
Regulator: the Federal Communications Commission (FCC). If the provider will not resolve it, file an FCC consumer complaint and dispute unauthorized charges with your bank.
Don’t want to make the call?
Karen calls T-Mobile at 1-800-937-8997, handles the hold and the script, and reports back exactly what happened.
If Karen is ever missing information she needs — or the rep asks to verify your identity — she’ll add you to the call for a quick warm handoff so you can take over, then step back out.
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Frequently asked questions
Can I get credit for an T-Mobile outage?
Usually yes, prorated for the time you were without service — but you have to request it. Reference any outage tickets you opened.