Subsystem, T-Mobile customers would have experienced random call success as the network would have
blocked normal public calls indiscriminately. This would mean that, while some callers might have been
able to connect a call on the first or second try, many other callers would have needed many more call
attempts to complete a call. The Bureau highlights the following themes extracted from these public
comments to illustrate this outage’s impact.
39. Based on the record, the June 15 outage on T-Mobile’s networks prevented some consumers
from summoning the help that they needed during emergencies. Not only were some consumers unable
to reach PSAPs by dialing 911, but they also were unable to reach roadside-service providers, medical
professionals, and family. One commenter noted that his mother, who has dementia, could not reach him
after her car would not start and her roadside-assistance provider could not call her to clarify her location;
she was stranded for seven hours but eventually contacted her son via a friend’s WhatsApp.
39
One
medical professional said that this outage prevented him from connecting to his patients for telephone and
video appointments, exacerbating the stress induced by the coronavirus COVID-19 pandemic.
40
Another
medical professional said he felt lucky that he was not on-call at his hospital on June 15 because he was
unreachable due to his cellphone being his primary link to the hospital.
41
Two commenters described
being unable to alert family about surgery complications while alone in the hospital due to COVID-19-
related restrictive guests policies.
42
Fortunately, the Bureau did not receive any comments suggesting that
individuals experienced physical harm as a direct result of this outage.
40. The outage likely produced a large financial impact for individuals, employees, and
businesses. The record suggests that this outage resulted in a lost day of productivity for many who rely
on communications networks to do their jobs. For example, one commenter, a social worker, could not
communicate with at-risk children and families.
43
Another commenter stated that he missed client phone
calls and text messages, which cost him more than $3,000 in billable hours.
44
Others could not
accomplish basic work-related tasks such as scanning packages or using ride-sharing services to commute
to work.
45
Others expressed frustration at paying for T-Mobile’s wireless service, and then not being
compensated by T-Mobile when that service became unavailable.
46
The record does show, however, that
39
Kevin Fuhr June 23, 2020, Comments at 1.
40
Jake Walsh June 29, 2020, Comments at 1.
41
Vincent Romanelli June 24, 2020, Comments at 1.
42
See, e.g., Dawn Allen June 25, 2020, Comments at 1 (“I ended up being hospitalized for what was suppose[d] to
be an outpatient procedure. I was unable to be reached by my family[,] . . . trying to get a status on my care[,] nor
could I reach them. Being in pain and hospitalized while alone with no communication or explanation as to why
[telecommunication] services were disrupted compounded…my situation.”); Doug Bass June 25, 2020, Comments
at 1 (“I had my knee replaced at 8:45 . . . When I came out of surgery at 11:30, I was unable to get in touch with my
mother (the single visitor I was allowed to have for the entire day…due to COVID). I had to wait until almost 2 pm
when the nurse was able to get a phone (landline handset) to bring to my room for me to use.”).
43
Xiomara Cosme June 24, 2020, Comments at 1 (“I am a Children and Youth Social Worker where most of my job
duties are done from my phone. Due to the outage, I was not able to assess the safety of children or follow up with
families that where in need.”).
44
Jordan June 24, 2020, Comments at 1.
45
Brian Elsman June 23, 2020, Comments at 1; Denae Jones June 24, 2020, Comments at 1.
46
Denae Jones June 24, 2020, Comments at 1 ("T[-M]obile never sent a message, nor an apology[, n]or
compensated/credited me for that day.”); Mackenzie Rouse and Jake Rouse June 26, 2020, Comments at 1 ("T-
Mobile has stated they won’t credit our account because of the outage and I think that’s wrong.”); Franco Eulogio
Mau June 24, 2020, Comments at 1(“No refunds.”).