Internet Services
Important Information About T-Mobile’s Broadband Internet Access Services
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 for smartphones, basic phones, USB modems, netbooks, tablets, and mobile hotspots over our 3G and 4G networks are described below. This page 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.
The T-Mobile Terms and Conditions (http://www.t-mobile.com/company/website/termsconditions.aspx) govern use of T-Mobile services, and specific information about Broadband Internet Access Services is included in the Terms and Conditions under the heading “Data Plans and Other Features.” Certain uses of our network are 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.
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 Muòoz Rivera Avenue, Suite 2000, Hato Rey, Puerto Rico 00918, Attn: Customer Care Manager.
What Broadband Internet Access Services 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 3G and 4G broadband networks. For more information about these services, including prices, terms, and conditions and, where applicable, early termination fees, please see the following:
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 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.”
What speeds and performance can T-Mobile 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, your proximity to a cell site, the capacity of the cell site, the surrounding terrain, use inside a building or moving vehicle, radio frequency interference, and how many other customers are attempting to use the same spectrum resources. Customer devices 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 interfere with speeds and availability.
Speed
The term “speed” is commonly used as a shorthand way to describe the capacity at which a particular broadband Internet access service can transmit data. This capacity is typically measured in the number of kilobits or megabits that can be transmitted in one second (Kbps or Mbps). Some applications like email or basic web browsing do not require a substantial amount of speed to function optimally, while other activities like transferring large data files can be performed faster with higher-speed services.
Based on our internal testing and testing commissioned from third-party vendors, T-Mobile expects customers with broadband-capable devices 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.
For 4G and 3G coverage information, see t-mobile-coverage.t-mobile.com. †/
†/ 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). 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.
Latency
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, 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 and 100-450 ms on its 3G network.
How does T-Mobile manage the flow of data on its network?
We manage our network to facilitate the proper functioning of services that require consistent high speeds, such as video calling, which may, particularly at times and in areas of network congestion, result in reduced speeds for other services. Additionally, we may implement other network management practices, such as caching less data, using less capacity, and sizing video more appropriately for a device to transmit data files more efficiently. These practices operate without regard to the content itself or the source of the content, and 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. While we avoid changing text, image, and video files in the compression process when practical, the process may impact the appearance of files as displayed on a device.
To provide a good experience for the majority of our customers and minimize capacity issues and degradation in network performance, we may also take measures including temporarily reducing data throughput for a subset of customers who use a disproportionate amount of bandwidth. Customers who use more data than 95% of customers on the same rate plan typically use in a month may, during times and places of congestion, have their data usage prioritized below other customers. (Customers who use data in violation of their Rate Plan terms or T-Mobile's Terms and Conditions may be excluded from this calculation.) In addition, usage by customers on prepaid plans with limited high-speed data allotments greater than 2GB may be prioritized over that of users on other plans. If total usage exceeds 5GB (amount subject to change without notice; please check T-Mobile's Terms and Conditions on www.T-Mobile.com for updates) or the amount specified in your data plan during a billing cycle, we may reduce your data speed for the remainder of that billing cycle. 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.
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.
‡/ Source: Mobile - Third-party tests; Wi-Fi – T-Mobile analysis of network performance.
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 entire 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 device 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 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.
Application developers can find more information about developing applications for T-Mobile devices at developer.t-mobile.com.
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?
T-Mobile is committed to protecting the privacy and security of our customers’ personal information. For information on how T-Mobile protects its customers’ privacy, please review our Privacy Policy at http://www.t-mobile.com/company/website/privacypolicy.aspx.
§/ In most markets the T-Mobile 3G / 4G network operates in the Advance Wireless Services (AWS) 1700/2100 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.
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 Muòoz 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.”
