Extreme Roamer Reduction (ERR) support

The international and domestic roaming benefits included in T-Mobile plans are meant for short term travel, not for an extended period of time. 

• To remain competitive and ensure T-Mobile customers continue to experience world class service, we must look at our customers who consistently roam off-network each month.
• By blocking extreme roamers' service, we reduce the constant off-network roaming and can continue to offer great roaming benefits and competitive rates to our customers.
• Roaming that exceeds 50% of a line’s usage for more than 2 months violates T-Mobile's Terms and Conditions 

1. After verifying account, review memos for ERR warning notifications sent to customer. A line/account block and Special Instructions are added for 90-day blocking notifications.

See notifications for 30, 60, and 90 days

30 days

Notification: We hope you’re enjoying your international benefits. Recently, most of your usage has been international roaming. As a reminder, roaming benefits aren't intended for extended periods and extended use is against our terms. We recommend using Wi-Fi to reduce your roaming use. For more tips on staying connected, visit t-mo.co/roaming

60 days

Notification: We’ve noticed a significant amount of international roaming usage over the last two months for line ending in . We recommend switching to Wi-Fi to help reduce your roaming usage. As a reminder, roaming benefits aren’t intended to be used for an  extended period, and to do so is against our terms and conditions. If extended use continues, it will result in loss of international data on . For help and more tips, visit t-mo.co/roaming

90 days

Notification: IMPORTANT NOTICE about line ending in . For the past 90 days most of your usage on this line has been international roaming, which is against our terms. As a result, this line will lose international data on . For more details go to t-mo.co/IntlRoaming

2. Check if the account qualifies for a block exception. (See Military Exceptions below)

3. If the customer is currently roaming internationally and ROAMBLK is not present, recommend using Wi-Fi when possible, to reduce international roaming usage.

4. Offer a seasonal suspension to prevent additional unexpected usage until they return to the T-Mobile network.

5. If ROAMBLK is present, international roaming data has been blocked.

• ROAMBLK only blocks international roaming data. The line can still make voice calls, send/receive SMS, and receive welcome messages when roaming internationally.
• Lines with ROAMBLK are not eligible for international roaming features such as Data Passes: International roaming.
• The ROAMBLK SOC will automatically be removed after a full 12 months of billing, and the line will be eligible to use data while roaming internationally.

1. After verifying account, review memos for ERR warning notifications sent to customer. A line/account block and Special Instructions are added for 90-day blocking notifications.

60 days

Notification: We’ve noticed that for the past 60 days, most of your usage for line ending in has been roaming off our network. We want you to stay connected and suggest using Wi-Fi to minimize off-network usage. As a reminder, roaming benefits aren’t intended to be used for an extended period, and to do so is against our terms and conditions. If extended use continues, it will result in  your line being canceled on . For help and roaming tips, visit t-mo.co/roaming1

90 days

Notification: IMPORTANT NOTICE about line ending in . For the past 90 days, most of your usage has been off our network, which is against our terms. As a result, on , this line will be canceled. For more details, go to t-mo.co/roaming1

2. Check if the account qualifies for a block exception. (See Military Exceptions below)

3. If the line is still active and still roaming, ask when they will return to an area with T-Mobile coverage.

• Explain that if usage continues on another provider’s network at the same rate for more than three months, a notification is sent that service will be cancelled, as described in our Terms and Conditions.
• Recommend using Wi-Fi when available to reduce off network usage until they return to T-Mobile coverage.

4. Offer a seasonal suspension to prevent additional unexpected usage until they return to the T-Mobile network.

• If the customer wants to unlock their phone and use on another carriers' network, see MDU: Mobile Device Unlock requests.

5. If the BAN has been canceled by T-Mobile, equipment on EIP can be returned and the remaining balance waived.

• Only lines canceled for excessive roaming qualify for EIP balance adjustment.
• All other non-impacted lines, not canceled for ERR, and lines canceled or ported before ERR contact, do not qualify.

1. Advise customer to ship their device to:

T-Mobile Return Center 
ATTN: Roaming Department 
950 Victory Lane 
Fort Worth, TX 76177 

2. Tell the customer that once devices are returned, we can't stop the return process. Collect a tracking number to provide T-Mobile for credit; a credit of $10 will be issued to cover shipping.

3. Set a follow-up to call the customer for the tracking number. If they want, they can call back prior to being canceled with the tracking number.

4. Once tracking is provided, track the package to ensure the device is routed to the address above.

• If tracking is not updated on the shipper's website, set a follow-up to check in three days.
• If tracking shows package routing correctly:
• Advise the customer that, the entire EIP balance will be accelerated two days after cancellation.
• Set a follow-up to credit under ROAMEQ. ROAMEQ is only available to Team Managers.
• If not, call the customer to confirm the tracking number and tell them we don't show the package en route and can't apply the credit.

5. Lines canceled for extreme roaming, cannot be resumed.

• Accounts treated for ERR can add a line or start new service after 90 days from ERR cancelation date.
• Newly activated service and lines are still subject to roaming terms and conditions to avoid being flagged for ERR again.

• ADM status is only available to the BRP if they are Active Duty Military. 
• The ERR Exception is available for Active Duty Military that are not the BRP. 

1. Advise the customer to send us a copy of their military orders to avoid being blocked. Also include 
   • Account number 
   • Mobile number
   • BRP's name 
   • Military party's name (If not the BRP) 
   • Relationship to the BRP 
2. Email the info to USMilitaryERR@T-Mobile.com. 
   • Once we receive their info, turnaround is 3 business days. 
   • If the Active Duty Military party is the BRP, the ADM indicator will be added. Review Active Duty Military account support. 
   • If approved, where the Active Duty Military party is not the BRP, the approved mobile number is flagged for ERR exception to make sure they are not blocked for roaming. The customer is responsible for all international charges accrued. 
   • ERR Exceptions for non-BRP do NOT have ADM indicator applied to the account. 

• ADM status is only available to the BRP if they are Active Duty Military. 
• The ERR Exception is available for Active Duty Military that are not the BRP. 

1. Advise the customer to send us a copy of their military orders to avoid being canceled. 
   • Send an email to  USMilitaryERR@T-Mobile.com. Also include: 
     • Copy of your military orders 
     • Mobile number 
     • Account number 
     • BRP's name 
     • Military party's name (If not the BRP) 
     • Relationship to the BRP 
   • Email the info to us at USMilitaryERR@T-Mobile.com. 
   • Once we receive the info, turnaround is three business days. 
2. If the Active Duty Military party is the BRP, the ADM indicator will be added. Review Active Duty Military account support. 
3. If approved, where the Active Duty Military party is not the BRP, the approved mobile number is flagged for ERR exception to make sure they are not cancelled for roaming. The customer is responsible for all international charges accrued. 
4. ERR Exceptions do NOT have ADM indicator applied to the account. 

• Extreme Roamer Reduction (ERR) escalations
• Handling foreign language calls
• Translation Services