What is Assurance Wireless’ Accessibility Policy?
July 31, 2025
Assurance Wireless is committed to ensuring that individuals with disabilities can access our service. If you are having trouble accessing Assurance Wireless’ website or mobile apps, please call Customer Care at 1-888-552-3820 for assistance.
Hearing Aid Compatibility
Some hearing aid users may detect interference in the form of a buzzing, humming, or whining noise when using a wireless phone. The amount of interference experienced may vary due to differences in immunity levels of hearing aids.
A rating system (M1 through M4 for microphone and T1 through T4 for telecoil) is currently used to assist consumers with identifying handsets designed to be compatible with hearing aids. Federal Communications Commission (FCC) rules require the labeling of the packaging for phones that receive a rating of 3 or 4, which are deemed to be hearing aid compatible. Phones that receive a rating of 3 or 4 usually cause the least amount of interference. Typically, the higher the M or T rating assigned to a phone, the less interference.
Although the rating system is not a guarantee, it is a useful tool for consumers to determine the most appropriate wireless handsets.
Important Note: These phones have been tested and rated for use with hearing aids for some of the wireless technologies that they use. However, there may be some newer wireless technologies used in these phones that have not been tested yet for use with hearing aids. It is important to try the different features of your phone thoroughly and in different locations, using your hearing aid or cochlear implant, to determine if you hear any interfering noise. Consult your service provider or the manufacturer of your phone for information on hearing aid compatibility. If you have questions about return or exchange policies, consult your service provider or phone retailer.
For additional information about hearing aid compatibility with digital wireless phones, see the FCC Guide or the Wireless Association’s accessibility guide.
For more information about phone accessibility features, as well as information about current and older phones, visit the Global Accessibility Reporting Initiative’s website at www.gari.info.
Hearing Aid-Compatible Phones
Please see the following list of phones that Assurance Wireless currently offers. Any handset rated M3 or better (as well as T3 or better) was evaluated using the 2011 ANSI Standard.
Current offering HAC table
| Device | HAC Rating | FCC ID |
|---|---|---|
| FOXXD A55 | Hearing Aid Compatible | 2AQRM-A55 |
| FOXXD A65L | Hearing Aid Compatible | 2AQRM-A65L |
| MIRO S67 - 5G | Hearing Aid Compatible | 2AQRM-S67 |
| Hot Pepper Panca | M3/T3 | 2A33N-L63A |
| BLU Studio Mini | M4/T3 | YHLBLUSTMN22 |
| Artia P600 | T3/M4 | 2ALZM-P600 |
For additional information on accessibility solutions in the Android marketplace for persons with disabilities, please visit www.google.com/accessibility/products.
For questions regarding accessibility on your iPhone, please visit www.apple.com/accessibility.
Real Time Text Service
Real-time text (RTT) allows consumers to send and receive instant transmission of text messages in real time, as they are being composed, making these messages more equivalent to typical voice conversations. (Characters are sent as they are typed.) RTT also allows voice communication at the same time as text communication (simultaneous voice and text). Unlike other types of texting methods, RTT is similar to a voice call – when you place an RTT call, the other party must answer the call, and when the call is over, both parties hang up.
Assurance Wireless customers using Voice over LTE (VoLTE) or Wi-Fi Calling on RTT-enabled devices are able to send and receive RTT calls with other Assurance Wireless customers who are also using VoLTE or Wi-Fi Calling using RTT-enabled devices, as well as to subscribers of other carriers that support RTT.
For additional information about RTT service, please contact Assurance Wireless Customer Care or visit T-Mobile’s Accessibility webpage: https://www.t-mobile.com/responsibility/consumer-info/accessibility-policy?filter=auditory
Telecommunications Relay Service
Telecommunications Relay Service (TRS or “relay service”) is a communication service that permits individuals with a hearing or speech disability to use the telephone system via a text telephone (TTY) or other device to call persons with or without such disabilities through a TRS relay center.
Different forms of relay service include Text-to-Voice TTY, Voice Carry Over (VCO), Hearing Carry Over (HCO), Speech-to-Speech (STS), Spanish Text-to-Voice TTY, Captioned Telephone, IP Captioned Telephone, IP Relay, and Video Relay Service (VRS). More information about the available types of relay service can be found on the FCC’s TRS website.
TRS is available in all 50 states and all U.S. territories for local and long-distance calls. TRS providers are compensated for the costs of providing TRS from either a state or a federal fund, and there is no charge to the TRS user other than standard calling rates.
Relay service can be reached by dialing 711 or by contacting your state relay provider, as listed in the FCC’s TRS Directory. In the event of an emergency, TTY users should call 911 directly.
TTY on the Assurance Wireless Network
The FCC requires digital wireless carriers to have the capability to transmit a call from a wireless phone that is connected to a TTY. While the FCC mandate pertains specifically to calls made to 911, the ability to make a call to 911 means that users can also complete a call to anyone, anywhere, provided the party on the receiving end of the call also has a TTY.
Assurance Wireless’ higher speed data services, including LTE, support use of IP-based telecommunications relay services including Video Relay Service, IP Relay, and IP Captioned Telephone Service through providers of those relay services. Assurance Wireless recommends use of these relay services as the most effective means of placing assisted calls, including to 911. If a customer nonetheless wants to use a mobile TTY, Assurance Wireless is TTY compatible and may be used to reach 911. All Assurance Wireless price plans and most handset features will work with TTY. Customers will need to contact Customer Service for assistance with selecting the proper rate plan and service activation. Dial 1-855-885-7568 for Customer Service.
Customers should be aware that TTY does not work on voice calls that are placed over Wi-Fi or Voice over LTE (VoLTE) at this time. This means that TTY calls, including TTY calls to 911, cannot be made while using IP-based calling, including Wi-Fi Calling and Voice over LTE. Customers with communications disabilities who need to call 911 while using IP-based calling should use IP Relay, Video Relay, IP Captioned Telephone Service, or RTT to reach emergency personnel. Where available, customers may also send a text message to 911 directly (text-to-911).
Support
Assurance Wireless offers Directory Assistance calls on a complimentary basis to blind, visually impaired and other customers with qualifying disabilities. To apply for this program, please contact Assurance Wireless/T-Mobile Accessibility Care at 1-855-885-7568. An application form will be sent to you. Please have a qualified medical professional complete the application form and return to fax number 1-877-877-3291 or mail via US Mail to:
Assurance Wireless/T-Mobile Accessibility Care
KSOPHR0312
P.O. Box 29230
Shawnee Mission, KS 66201
Please allow three (3) business days to process the request AFTER Assurance Wireless receives the request.
