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Important Information About T-Mobile’s Broadband Internet Access Services and T-Mobile’s Open Internet Disclosures

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?

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?

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.

Many of our plans include video optimization features which, when connected to the cellular network, deliver a DVD quality (typically 480p or better) video experience at up to 1.5Mbps with minimal buffering while streaming. Customers may choose a plan where this feature is always enabled (T-Mobile ONE), with the option to add on a native-resolution video feature for an additional charge, disabling optimization on device (“HD Day Pass”) or on device and via tethering (T-Mobile ONE Plus™). Customers may also choose plans that offer video optimization as a customer-controlled feature that can be disabled or enabled at any time (“Binge On”), so that when enabled, their high-speed data lasts longer. Some qualifying video providers may choose to self-optimize their video content or opt-out of the Binge On program, see listing. The Binge On optimization technology is not applied to the video services of these providers; video from these services will stream at native resolution, and high-speed data consumption will continue as if Binge On were not enabled. Additional information, including technical criteria for Binge On program participation is found here.

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:

Consumer Plans (http://www.t-mobile.com/cell-phone-plans.html and http://prepaid-phones.t-mobile.com/prepaid-plans)

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?

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 that is more than what is used by 97% of what all customers use in a month. In addition, many of our plans use video streaming optimization when connected to the cellular network to deliver a DVD quality (typically 480p or better) video experience at up to 1.5Mbps with minimal buffering while streaming. Customers may choose a plan where this feature is always enabled (T-Mobile ONE), with the option to add on a native-resolution video feature for an additional charge, disabling optimization. Customers may also choose plans that offer video optimization as a customer-controlled feature that can be disabled or enabled at any time (“Binge On”). Some qualifying video providers may choose to opt-out of the Binge On program, see listing. The Binge On optimization technology is not applied to the video services of these providers; video from their services will stream at native resolution, and high-speed data consumption will continue as if Binge On were not enabled. Also, as discussed below, 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 certain non-T-Mobile-branded service plans when the network is presented with competing demands. For speed and performance information for non-T-Mobile branded customers, see your brand’s network information/Open Internet page for details.

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.

Speed

Speed

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 analysis of third-party, crowd-sourced data 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 4G LTE network. These ranges are projections based on roughly the 25th and 75th percentiles of speed tests, while the peak represents the 99th percentile:

4G LTE Network (On-Device):

  • Download speeds: Typically between 7 – 40 Mbps, with peaks up to 90 Mbps
  • Upload speeds: Typically between 4 – 20 Mbps, with peaks up to 35 Mbps

4G LTE Network (Via Smartphone Mobile HotSpot/Tethering, for Plans Including 4G LTE Tethering):

  • Download Speed: Typically between 3 – 25 Mbps, with peaks up to 90 Mbps
  • Upload Speed: Typically between 2 – 10 Mbps, with peaks up to 35 Mbps

Based on our internal testing and testing from third-parties, we’ve also made projections regarding the anticipated on-device experience on our remaining non-LTE network. 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 those portions of our network:

4G HSPA+ Network:

  • Download speeds: Typically between 2-6 Mbps
  • Upload speeds: Typically between .5-1.8 Mbps

3G HSPA Network:

  • Download speeds: Typically between 400-700 kbps
  • Upload speeds: Typically between 100-250 kbps

2G Network:

  • Download speeds: Typically between 40-200 kbps
  • Upload speeds: Typically between 20-80 kbps

For 4G, 3G and 2G coverage information, see t-mobile-coverage.t-mobile.com.

Some plans may, however, include maximum speeds. The T-Mobile ONE plan includes tethering at a maximum of 512 kbps, absent the Plus add-on feature. The T-Mobile ONE Wearables plan provides a maximum of 512 kbps. See your plan for details.


Note: 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/cell-phones.html). 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. See Consumer Plans (http://www.t-mobile.com/cell-phone-plans.html and http://prepaid-phones.t-mobile.com/prepaid-plans) for more details.

Latency

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, 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. */

*/ Source: Mobile - Third-party tests.

How can I measure my data speeds on the network?

How can I measure my data speeds on the network?

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.

How does T-Mobile manage the flow of data on its network?

How does T-Mobile manage the flow of data on its network?

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 and prioritizing data usage.

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.

Video Optimization

Video Optimization

T-Mobile utilizes streaming video optimization technology throughout its network. Streaming video optimization improves overall data usage management of the network, resulting in greater network speeds and throughput for other customers using data because less network payload is dedicated to video. For customers on limited high-speed plans, optimization also helps customers stretch their high-speed data while streaming video. We optimize data by adjusting the delivery rate for streaming video to up to 1.5Mbps, which causes the video to lower resolutions and use less data.

Video optimization occurs only to data streams that are identified by our packet-core network as video. Some videos, like those consumed via VPN, may not be optimized. Some video consumed while tethering may be difficult to identify as video and therefore cannot be optimized. The streaming video optimization process is agnostic as to the streaming video content itself and to the website that provides it. While many changes to streaming video files are likely to be indiscernible, the optimization process may impact the appearance of the streaming video as displayed on a user’s device. It may also affect the speed of video downloads.

Video streaming optimization, when connected to the cellular network, delivers a DVD quality (typically 480p or better) video experience instead of a higher resolution version (e.g. HD), which is better suited for larger screens. Video optimization is not applied when a device is on WiFi and therefore all video on WiFi will be delivered at the native resolution.

Customers on our T-Mobile ONE plan, where video optimization is always enabled, may choose to add on a native-resolution video feature for an additional charge.

Many of our data plans include the enabled Binge On feature, which customers may choose to disable and re-enable at any time. Some video providers may choose to opt-out of the Binge On program, see listing. The Binge On optimization technology is not applied to the video services of these providers; video from these services will stream at native resolution, and high-speed data consumption will continue as if Binge On were not enabled.

Binge On allows customers to control their video viewing experience and high speed data consumption but it does not apply to services of providers who have chosen to opt out (none have opted-out of Binge On at this time). Video from these providers will be delivered at native resolution, and high-speed data consumption will continue as if Binge On were not enabled.

Binge On allows customers to control their video viewing experience and high speed data consumption but it does not apply to services of providers who have chosen to opt out (none have opted-out of Binge On at this time). Video from these providers will be delivered at native resolution, and high-speed data consumption will continue as if Binge On were not enabled.

Network Management for Extremely High Data Usage and Tethering

Network Management for Extremely High Data Usage and Tethering

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, however, and customers on limited high-speed plans may have extremely high data usage under certain circumstances, including if they access significant amounts of data that does not count against their high-speed data allotment. Some network management for these scenarios is required, 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 significant high-speed data usage through prioritization. Specifically, 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 prioritized below the data usage (including tethering) 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 features that may not count against the high-speed data allotment for some plans, such as certain data associated with Music Freedom, or Binge On, still counts towards all customers’ usage for this calculation. Data used for customer service applications such as the T-Mobile My Account app and the T-Mobile Tuesdays app do not count towards customers’ usage for this calculation. Smartphone Mobile HotSpot (tethering) data is also included in this calculation. Based on network statistics for the most recent quarter, customers who use more than 26GB of data during a billing cycle will have their data usage prioritized below other customers’ data usage 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 prioritized below other traffic.

Similarly, while we permit tethering pursuant to the terms, conditions and allotments of your Data Plan, significant Smartphone Mobile HotSpot (tethering) usage can affect on-device network performance for all customers. To ensure the best possible on-device experience for the most possible customers, and to minimize capacity issues and degradation in network performance, we prioritize on-device data (except that of significant data users, as described above) over tethering data at times and at locations where there are competing customer demands for network resources, which may result in slower tethering speeds.

Where the network is lightly loaded in relation to available capacity, a customer whose data is prioritized lower than other traffic 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. Customers on Rate Plans and Devices with 4G capability should, for example, be aware that these practices may occasionally result in speeds below those typically experienced on our 4G LTE and HSPA networks. 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.

You can check your data plan usage at any time by signing in to my.t-mobile.com and clicking on the usage tab, by viewing “usage and plans” in your T-Mobile app, or by dialing #web# from your T-Mobile phone. Your total “on-network data” is the number used for purposes of prioritization.

Choice of High-Speed Data

Choice of High-Speed Data

Simple Choice customers select how much high-speed data they receive under their service plan. Certain features, such as Music Freedom, some Binge On content, and data used by certain T-Mobile customer service applications, such as the T-Mobile My Account app and the T-Mobile Tuesdays app do not count against your high-speed data allotment. 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.

Some 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. The T-Mobile ONE plan includes tethering at up to 3G speeds, with the ability to purchase high-speed tethering with optimized video streaming. 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. Some video consumed while tethering may be difficult to identify as video and therefore cannot be optimized.

T-Mobile ONE Fair Usage Commitment 

T-Mobile ONE Fair Usage Commitment 

The T-Mobile ONE Fair Usage commitment is how we ensure that the highest number of customers have the best possible experience for the most common uses on our network. To ensure that smartphones and tablets have fair access to the network, we will monitor mobile hotspot/tethering usage on a regular basis to ensure that mobile hotspot usage is both reasonable and fair. The T-Mobile ONE service is designed to be used primarily on smartphones and tablets. The T-Mobile ONE mobile hotspot features are intended for personal mobile connectivity, not intended to be a complete broadband replacement for multiple users over an extended period of time. If a customer is in the top 3% of data users during a billing cycle (over 26 GB/mo.) and using their device as a mobile hotspot for the majority of their use over an extended period of time – we may contact you to discuss your plan and your options.

Other Network Management

Other Network Management

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?

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?

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.

What security measures does T-Mobile use to protect its Broadband Internet Access Services?

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?

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. T-Mobile also operates in the 700 MHz band (referred to as Extended Range LTE) in some markets. 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?

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 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.

How can customers who have concerns or questions about their Broadband Internet Access Services contact T-Mobile?

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.