Important Information About T-Mobile’s Broadband Internet Access Services and T-Mobile’s Open Internet Disclosures
This page provides information about T-Mobile’s Broadband Internet Access Services. “Broadband Internet Access Services” refers to services that provide the capability to transmit data to and receive data from all or substantially all Internet endpoints. The network practices, performance characteristics, and commercial terms applicable to T-Mobile’s Broadband Internet Access Services over our 2G, 3G, and 4G networks are described below. This page does not describe the practices, characteristics, or terms that apply when using roaming partner networks. This page also includes links to other T-Mobile documents containing further information applicable to our Broadband Internet Access Services.
This information applies to postpaid and prepaid services, including our government and enterprise services, as well as Broadband Internet Access Services purchased through the Schools and Libraries (E-Rate) program.
For questions or concerns not addressed here, please contact our Customer Care department at www.T-Mobile.com, by calling 1-877-453-1304 or 611 from your device, or by writing to: T-Mobile Customer Relations, P.O. Box 37380, Albuquerque, NM 87176-7380. Puerto Rico customers must direct written notices to: T-Mobile Customer Relations, 654 Muñoz Rivera Avenue, Suite 2000, Hato Rey, Puerto Rico 00918, Attn: Customer Care Manager.
What terms and conditions apply to T-Mobile’s Broadband Internet Access Services?
Broadband Internet Access Services are subject to the T-Mobile Terms and Conditions at http://www.t-mobile.com/company/website/termsconditions.aspx. Specific information about our Broadband Internet Access Services can be found under the heading “Data Plans and Other Features.” Certain uses of our network are also prohibited as described in our Terms and Conditions under the heading “Misuse of Service or Device.” E-Rate customers’ use of T-Mobile’s Broadband Internet Access Services may also be governed by an applicable government contract or Major Account Agreement.
What data plans and pricing does T-Mobile offer?
T-Mobile offers mobile Broadband Internet Access Services for smartphones, basic phones, tablets, netbooks, USB modems, mobile hotspots and other wireless devices over our 2G, 3G and 4G broadband networks. Your data plan may feature a designated allotment of high-speed data, after which your data speed may be reduced or your data access may be suspended for the remainder of the billing cycle. If your data plan features a designated allotment of high-speed data, certain uses of the network may not count against that allotment.
Some of our plans feature a maximum peak service speed, including for example Simply Prepaid, which features a maximum speed of 8 Mbps.
For more information about our current data plans for our services, including prices, terms, and conditions, high-speed data allotments and other features, please see the following:
Business and Government Plans (http://business.t-mobile.com/)
Schools and libraries seeking to participate in the E-Rate program may be eligible to purchase Broadband Internet Access Services under existing contracts between T-Mobile and government agencies. Schools and libraries interested in learning about eligibility to purchase under these contracts and the Broadband Internet Access Services available under these contracts should contact their account representative.
What speeds and performance can T-Mobile-branded Broadband Internet Access Services customers expect? Where are these speeds available?
Many factors affect the speed and performance that customers experience, including the programs running on the device, proximity to a cell site, the capacity of the cell site, the surrounding terrain, use inside a building or moving vehicle, radio frequency interference, how many other customers are attempting to use the same spectrum resources, the high-speed data allotment and other features of your data plan, or data use by an Unlimited high-speed data customer that is more than what is used by 97% of what all customers use in a month. In addition, certain plans (for example, the Simply Prepaid plan) feature a maximum peak speed as a feature of the plan, which limits the maximum speed customers who choose those plans will experience, regardless of other conditions. Also, as discussed on this page, as a feature differentiating T-Mobile-branded service and plans from non-T-Mobile-branded service such as MetroPCS, we also give data of customers who choose T-Mobile-branded service plans precedence over data of customers who choose non-T-Mobile-branded service plans when the network is presented with competing demands.
Customer devices also have varying speed capabilities and may connect to different networks depending on technology. Even within coverage areas and with broadband-capable devices, network changes, traffic volume, outages, technical limitations, signal strength, obstructions, weather, and other conditions may impact speeds and service availability.
The term “speed” is commonly used as a shorthand way to describe the rate at which a particular broadband Internet access service can transmit data. This rate (or speed) is typically measured in the number of kilobits or megabits transmitted in one second (Kbps or Mbps). Some applications like email or basic web browsing do not require a high-data speed to function very well, while other activities like video streaming or transferring large data files are better experienced with higher data speeds.
Based on our internal testing and testing from third-parties and subject to the notes below, T-Mobile expects T-Mobile-branded customers with broadband-capable devices and qualifying service will experience the following speeds on our network**:
- 4G (LTE) network: typical download speeds of 6-20 Mbps and upload speeds of 2 - 5 Mbps.
- 4G (HSPA+ Dual Carrier/42 UMTS) network: typical download speeds of 4-11 Mbps and upload speeds of 500-1800 Kbps.
- 4G (HSPA+ 21 UMTS) network: typical download speeds of 2 - 6 Mbps and upload speeds of 500– 1800 Kbps.
- 3G (HSPA UMTS) network: typical download speeds of 400 – 700 Kbps and upload speeds of 100 - 250 Kbps.
- 2G network: typical download speeds of 40Kbps-200Kbps and upload speeds of 20-80 Kbps.
For 4G, 3G and 2G coverage information, see t-mobile-coverage.t-mobile.com. †/ For speed information for non-T-Mobile branded customers, see your brand’s network information/Open Internet page for details.
†/ Your 4G speed range will depend on your device as well as the factors described above. You can learn more about the capabilities of our 4G devices here (http://www.t-mobile.com/shop/phones/?shape=smp). Subject to your data plan, customers using a 4G device within the 4G coverage area can expect to get 4G speeds. Customers using a 3G device within the 3G coverage area can expect to get 3G speeds. Customers with 4G devices will access the 3G network where it’s available outside the 4G coverage area.
**Your speed range will also depend on the high-speed data allotments associated with the data plan you have selected; and whether or not the plan you have selected features a maximum peak speed (like, for example, the Simply Prepaid plan, which has a maximum speed of 8 Mbps). See Consumer Plans (http://www.t-mobile.com/shop/plans/cell-phone-plans-overview.aspx and http://prepaid-phones.t-mobile.com/prepaid-plans) for more details.
Latency, also known as delay, is the amount of time from when a data packet is sent to when it is received. For Broadband Internet Access Services, latency is usually expressed as the round-trip time in milliseconds (“ms”) that it takes for a data packet to travel between two end points on the Internet (from point A to point B and then back to point A). Some applications, such as email, can tolerate a substantial amount of latency without any noticeable impact on the application's performance, while other applications, such as real-time video conferencing, require lower latency to function properly.
With respect to latency for use of real-time data applications, for T-Mobile-branded customers, T-Mobile expects round trip network to device latency to be approximately 35 – 90 ms on its 4G LTE network, 60 – 180 ms on its 4G network, 100-450 ms on its 3G network and 400-900 ms on its 2G network. ‡/ For latency information for non-T-Mobile branded customers, see your brand network information/Open Internet page for details.
‡/ Source: Mobile - Third-party tests.
What reasonable network management measures does T-Mobile take?
We engineer our network to provide consistent high-speed data service, but at times and at locations where the number of customers using the network exceeds available network resources, customers will experience reduced data speeds. To provide the best possible experience for the most possible customers, we implement network management practices on a content-agnostic basis, such as caching less data, prioritizing data usage, and using video optimization technology.
T-Mobile may deploy streaming video optimization technology throughout its network. This technology is intended to manage data usage on the network, reduce the risk of streaming video stalling and buffering, and reduce the amount of high-speed data consumption used for streaming video. Streaming video optimization improves streaming video reliability as well makes room for other users to enjoy higher browsing speeds. The streaming video optimization process is agnostic as to the streaming video content itself and to the website that provides it. While most changes to streaming video files are likely to be indiscernible, the optimization process may minimally impact the appearance of the streaming video as displayed on a user’s device.
These practices do not discriminate against offerings that might compete against those offered by T-Mobile or any T-Mobile affiliate on the basis of such competition.
Most of our plan options feature a customer-chosen high-speed data allotment with reduced speeds on our network after the high-speed allotment is exhausted, so customers can choose the combination of high-speed data and price that is right for their needs. Unlimited high-speed data customers do not have a specific high-speed data allotment. Some network management of Unlimited high-speed plans is required, however, because very heavy data usage by even a few customers at times and places of competing network demands can affect the network performance for all customers.
To provide the best possible experience for the most possible customers, and to minimize capacity issues and degradation in network performance, we manage Unlimited high-speed data usage through prioritization. Unlimited high-speed data customers who use more data than what 97% of all customers use in a month, based on recent historical averages (updated quarterly), will have their data usage de-prioritized compared to the data usage of other customers at times and at locations where there are competing customer demands for network resources, which may result in slower data speeds. Customers who use data in violation of their Rate Plan terms or T-Mobile's Terms and Conditions may be excluded from this calculation. Data that might be whitelisted for other (fixed allotment) plan options, such as data associated with Music Freedom, does not count towards Unlimited high-speed data customers’ usage for this calculation. Based on network statistics for the most recent quarter, Unlimited high-speed data customers who use more than 21GB of data during a billing cycle will be de-prioritized for the remainder of the billing cycle in times and at locations where there are competing customer demands for network resources. At the start of the next bill cycle, the customer’s usage status is reset, and this data traffic is no longer de-prioritized.
Where the network is lightly loaded in relation to available capacity, a customer whose data is de-prioritized will notice little, if any, effect from having lower priority. This will be the case in the vast majority of times and locations. At times and at locations where the network is heavily loaded in relation to available capacity, however, these customers will likely see significant reductions in data speeds, especially if they are engaged in data-intensive activities.. T-Mobile constantly works to improve network performance and capacity , but there are physical and technical limits on how much capacity is available, and in constrained locations the frequency of heavy loading in relation to available capacity may be greater than in other locations. When network loading goes down or the customer moves to a location that is less heavily loaded in relation to available capacity, the customer’s speeds will likely improve.
If you would like to check your data plan usage, you can view the Data Usage Meter from the myAccount application or by signing in to My T-Mobile.
Simple Choice customers select how much high-speed data they receive under their service plan. If your total high-speed data usage exceeds your selected high-speed allotment during a billing cycle, we may reduce your data speed to 2G speeds for the remainder of that billing cycle. Customers may also select a Simply Prepaid plan that features a maximum peak speed
The Unlimited high-speed Smartphone data plans include a data allotment for Smartphone Mobile HotSpot (tethering) then tethering is slowed to up to 2G speeds for the rest of the billing cycle; unlimited high-speed data is only for use on your smartphone. Depending on the capability of your device, tethering your device to other lawful devices is permitted up to 10 devices pursuant to the terms, conditions and allotments of your Data Plan.
If you use your Data Plan in a manner that could interfere with other customers' service, affect our ability to allocate network capacity among customers, or degrade service quality for other customers, we may suspend, terminate, or restrict your data session, or switch you to a more appropriate Data Plan, or terminate your service.
Finally, certain uses of our network are also prohibited as described in our Terms and Conditions under the heading “Misuse of Service or Device.” For example, applications which automatically consume unreasonable amounts of available network capacity or are designed for unattended use are prohibited as they may interfere with our ability to provide a good service experience for the majority of our customers, cause capacity issues, and/or degrade network performance. See our Terms and Conditions for a list of prohibited uses.
How does T-Mobile address network priority for its brands?
To differentiate services we sell under the T-Mobile brand name from services we sell under Metro PCS and other brand names, we give data of customers who choose T-Mobile-branded services precedence over data of customers who choose non-T-Mobile-branded services when our network is presented with competing demands. Where the network is lightly loaded, a customer on those brands will notice little, if any, effect from having lower priority. This will be the case in the vast majority of times and locations. At times and at locations where the network is heavily loaded in relation to available capacity, however, those customers will likely see reductions in data speeds, especially if they are engaged in data-intensive activities. T-Mobile constantly works to improve network performance and capacity, but there are physical and technical limits on how much capacity is available, and at constrained locations, the frequency of heavy loading in relation to available capacity may be greater than at other locations. When network loading goes down or those customers moves to a location that is less heavily loaded in relation to available capacity, those customers’ speeds will likely improve.
Does data traffic from T-Mobile products preloaded on a user’s device or otherwise available from T-Mobile have precedence over data traffic from other applications?
No. They are treated just like any other data application on the network, and traffic from these applications is subject to the same reasonable network management practices as other data on the network.
Speed Measurement Applications
For Simple Choice customers, if your data plan features a designated allotment of high-speed data, data used by certain speed measurement applications will not count against that high-speed data allotment. See the full list here. If your data plan includes data use at reduced speed after you have used your plan’s monthly allotment of high-speed data, your data speed will be limited to 64 kbps or 128 kbps for the remainder of your billing cycle once you have used your allotted high-speed data. The results from some speed measuring applications may show current network speeds, rather than the reduced speed that is currently available to you. Speed measurement applications other than the ones listed here will show your reduced speed. A link to a speed test that will show your reduced speed will be sent to you via text message once you have reached your monthly high-speed data allotment. In addition, a link to a speed test that will show your reduced speed will become available on your handset once you have reached your monthly high-speed data allotment. If you use speed tests other than the ones listed here prior to reaching your monthly high-speed data allotment, use of those applications may count against your data allotment.
What security measures does T-Mobile use to protect its Broadband Internet Access Services?
We use a variety of physical, electronic, and procedural safeguards to protect our network from events that may negatively impact our customers’ ability to use our Broadband Internet Access Services. We monitor our network to protect against security threats, including spam, viruses, automated attacks, worms, distributed denial of service attacks, and other potentially malicious activity. When we detect a threat, we will attempt to prevent it from spreading across our network using a variety of security measures, which may include rerouting or limiting some traffic over our network until the threat is resolved.
Unless part of an opted-in customer service, T-Mobile does not block lawful traffic based on content or subject. Occasionally, cases arise where T-Mobile must make a judgment, determining that the value of protecting our customer base from malicious or other adverse, network-impacting traffic outweighs access issues experienced by a few. Examples include Internet sources or destinations that are major sources of spam and sources that aggressively scan Internet addresses or those that have attempted attacks against T-Mobile infrastructure or customer end-points.
T-Mobile blocks a limited number of Internet addresses that are disruptive or malicious and typically persistent, based on our review of third party industry-wide intelligence. T-Mobile does not block sites based on content or subject, unless the Internet address hosts unlawful content or is blocked as part of an opted-in customer service.
For our Wi-Fi services, which are accessible in a wide range of commercial establishments and public venues, T-Mobile prevents the use of certain ports that are commonly used to spread malware and engage in other malicious activity.
Does T-Mobile allow customers to use non-T-Mobile devices and applications for its Broadband Internet Access Services?
T-Mobile customers may use any GSM, UMTS, or LTE device, such as a tablet or smartphone, to access our Broadband Internet Access Services, as long as they do not cause harm to our network. §/ More information on GSM devices is available from the GSM Association at http://www.gsm.org/technology/index.htm. If you did not purchase your device from T-Mobile, please be aware that T-Mobile has not made any determination as to the call quality, performance, or other functionality provided by the device.
Our customers may use our Broadband Internet Access Services to access any lawful application, including real-time applications, in a manner consistent with our Terms and Conditions. T-Mobile reserves the right to take whatever measures are necessary to protect our network from potentially harmful devices and applications. The performance of a real-time application on our network depends on the speed and latency of the subscriber’s connection, as well as their chosen data plan (see above for details).
In most markets the T-Mobile 3G / 4G network operates in the Advanced Wireless Services (AWS) 1700/2100 MHz band and/or the Personal Communications Services (PCS) 1900 MHz band using Universal Mobile Telecommunications System (UMTS) and High Speed Packet Access (HSPA) technology. In order to connect to the T-Mobile 3G / 4G network a device must support UMTS and HSPA technology in the AWS 1700/2100 MHz band and PCS (1900) band. The T-Mobile 2G network operates in the Personal Communications Services (PCS) (1900) band. To connect to this network a device must support GSM technology in the PCS 1900 band.
How can customers manage their experience on the Broadband Internet Access Services provided by T-Mobile?
You may block use of certain Internet sites or the Internet generally on individual lines for privacy or child safety reasons. Additional information on blocking Internet sites is available at http://www.t-mobile.com/shop/addons/services/information.aspx?PAsset=IncludedServices&tp=Svc_Sub_ContntControl.
How does T-Mobile protect the privacy of customers using its mobile Broadband Internet Access Services?
How can customers who have concerns or questions about their Broadband Internet Access Services contact T-Mobile?
Customers with questions or concerns about T-Mobile Broadband Internet Access Services, including questions or concerns about the network practices, performance characteristics, and commercial terms applicable to T-Mobile’s Broadband Internet Access Services should contact our Customer Care department at www.T-Mobile.com, by calling 1-877-453-1304 or 611 from your Device, or by writing to: T-Mobile Customer Relations, P.O. Box 37380, Albuquerque, NM 87176-7380. Puerto Rico customers must direct written notices to: T-Mobile Customer Relations, 654 Muñoz Rivera Avenue, Suite 2000, Hato Rey, Puerto Rico 00918, Attn: Customer Care Manager. For information on resolving disputes with T-Mobile, please review our Terms and Conditions under the heading “Dispute Resolution and Arbitration.” Complaints or questions by end-users or edge providers regarding the approval of devices should be mailed to the relevant address above.