T-Mobile, which offers cell phone service and mobile internet to customers across America, appears to be having a nationwide outage on Monday. Service-tracking site Down Detector received reports from over 100,000 customers complaining they couldn’t make phone calls, and frustrated T-Mobile users shared their issues on Twitter.
The issues appeared to start around 2:45 p.m. ET, mainly affecting customers in southeastern states before spreading to other areas of the country. Customer complaints caused T-Mobile to become the No. 1 trending term on Twitter.
The outage is affecting customers’ ability to make or receive phone calls or text messages while using data. Customers experiencing problems can reach T-Mobile support through their support website.
At 4:30 p.m. E.T., Neville Ray, president of technology for T-Mobile, addressed the outage. He tweeted, “Our engineers are working to resolve a voice and data issue that has been affecting customers around the country. We’re sorry for the inconvenience and hope to have this fixed shortly.”
Just before midnight, T-Mobile CEO Mike Sievert put out an official statement on its ongoing network issues. He said:
We are recovering from this now but it may still take several more hours before customer calling and texting is fully recovered. Neville Ray has shared updates throughout the day but I wanted to share the latest on what we know and what we’re doing to address it. This is an IP traffic related issue that has created significant capacity issues in the network core throughout the day.
I can assure you that we have hundreds of our engineers and vendor partner staff working to resolve this issue and our team will be working through the night as needed to get the network fully operational.
Customers Are Direct-Messaging T-Mobile on Twitter Since They Can’t Make Phone Calls
It’s a catch-22 for customers wanting to report a cell service outage when they can’t call their mobile provider, and numerous users online are trying to reach T-Mobile via social media.
As more time passed on June 15 without T-Mobile having made a statement on the current outage, customers grew even more frustrated. Without an official statement, many customers believed the issue was with their own phone, not their service provider, until checking Twitter.
One online user grew worried he might’ve missed his monthly payment. He tweeted, “T-Mobile got me out here thinking I missed a payment and I can’t even call to complain.”
AT&T, Verizon & Sprint Customers Also Reported Cell Service Outages
According to Down Detector, T-Mobile customers weren’t the only customers unable to use their phones on Monday. While not as bad, AT&T, Verizon and Sprint, the latter of which recently merged with T-Mobile to form America’s largest 5G network, saw an uptick in reported outages between 3 p.m. and 4: 30 p.m. Eastern on June 15.
Verizon released the following statement to Heavy on Tuesday: “Verizon’s network is performing well. We’re aware that another carrier was having network issues. Calls to and from that carrier may receive an error message.”
Disgruntled customers in major cities including Tampa, Miami, Atlanta, New York, Chicago, Houston, and Los Angeles, reported having no signal, mobile internet or phone service.
Andrew Martonik, the executive editor of Android Central, shared an update on the outages at 4:30 p.m. Eastern. He tweeted, “Looks like T-Mobile customers have the widest spread of issues, but the other carriers are also facing network problems across the entire country. T-Mobile, Sprint (obv) and Verizon customers are mostly having issues with calling, while AT&T reports are about 50/50 split between problems with calls and data.”
For troubleshooting help, customers are encouraged to contact their service providers on Twitter: @TMobileHelp, @ATTHelp, @VerizonSupport and @SprintCare.
Cell Phone Service Outages Amid Quarantine Made Customers Furious
With many Americans working from home amid coronavirus, the outage seemed all the more inconvenient. Customers tweeted about how they wouldn’t want to pay this month’s bill or made jokes about what it’s like without being able to contact anyone outside their home.
Renetta DuBose of WJBF News tweeted, “Please @TMobile fix this crappy service. Signed, A TV Reporter on a deadline!”