Important Information About T-Mobiles Broadband Internet Access Services and T-Mobiles Open Internet Disclosures
This page provides information about T-Mobiles 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-Mobiles 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. T-Mobile does not offer any Specialized Services over our mobile broadband network.
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-Mobiles 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-Mobiles 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:
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 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, how many other customers are attempting to use the same spectrum resources, and the high- speed data allotment and other features of your data plan. In addition, certain plans (for example, the Simply Prepaid plan) feature a maximum peak speed, which limits the maximum speed customers of those plans will experience regardless of other conditions. 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 availability.
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 and subject to the notes below, T-Mobile expects 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. /
/ 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 its 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.
/ Source: Mobile - Third-party tests.
- 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, 100-450 ms on its 3G network and 400-900 ms on its 2G network. /
How does T-Mobile manage the flow of data on its network?
We manage our network to provide consistent high speeds service, but at times and in areas of network contention, speeds will be impacted. We may implement other network management practices to provide the best online experience possible for our customers, such as caching less data, using less capacity, adjusting video more appropriately for the users device, and giving data of T-Mobile-branded customers precedence over data of non-T-Mobile-branded customers when the network is presented with competing demands. Giving T-Mobile data precedence occurs only on a content-agnostic basis, and its effect should be noticed rarely and temporarily, if at all. 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. 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 service experience for the majority of our customers, and minimize capacity issues and degradation in network performance, we may manage network traffic through prioritization. This means that customers who use more data than what is used by 97% of what all customers use in a given month, based on recent historical averages, might in some cases have their data usage prioritized below the data of other customers during times and in places of network contention. (Customers who use data in violation of their Rate Plan terms or T-Mobile's Terms and Conditions may be excluded from this calculation.)
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. 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.
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 plans 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 subscribers 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-Mobiles 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.