What this page is: T-Mobile's open internet disclosures for its broadband internet access services
This page is T-Mobile's Open Internet disclosure. It opens with T-Mobile's statement of belief that everyone should have access to all the Internet has to offer, and then provides information about T-Mobile's Broadband Internet Access Services: the network practices, performance characteristics and commercial terms that apply to them. The detailed disclosures for those three topics sit on separate linked pages that are not part of this source; this page itself carries the scope statement, the contact details and a set of frequently asked questions.
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Open Internet
T-Mobile believes everyone should have access to all the Internet has to offer.
T-Mobile’s Open Internet Disclosures: Important information about T-Mobile's Broadband Internet Access Services
This page provides information about T-Mobile's Broadband Internet Access Services.
Qualifications & exceptions
The belief statement is framing, not an operative rule; the operative scope follows in the disclosure text.
Not stated here
No stated effective date or version appears in the extracted text.
The three linked detail pages (network management practices, performance metrics, commercial terms) are not supplied in this source.
Legal Rights & Agreement Rules · Context
Definition: "Broadband Internet Access Services" means services reaching all or substantially all Internet endpoints
The page defines "Broadband Internet Access Services" as services that provide the capability to transmit data to and receive data from all or substantially all Internet endpoints. Every statement on this page about network practices, performance and commercial terms is about services within that definition.
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"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.
Not stated here
The page does not say which T-Mobile offerings fall outside this definition.
Disclosures cover T-Mobile-branded and Connect by T-Mobile-branded customers on the 2G, 4G LTE and 5G networks
The network practices, performance characteristics and commercial terms described here apply to T-Mobile-branded customers, including Connect by T-Mobile-branded customers, using T-Mobile's Broadband Internet Access Services over T-Mobile's 2G, 4G LTE and 5G networks. The page's opening line points customers looking for a different brand in the T-Mobile family elsewhere, so other brands' disclosures are separate documents. Roaming partner networks are expressly excluded (see the roaming card).
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The network practices, performance characteristics, and commercial terms applicable to T-Mobile-branded (including Connect by T-Mobile-branded) customers on T-Mobile's Broadband Internet Access Services over our 2G, 4G LTE, and 5G networks are described here.
Looking for information about a different brand in the T-Mobile family?
Qualifications & exceptions
Applies to T-Mobile-branded and Connect by T-Mobile-branded customers only.
Networks covered: T-Mobile's 2G, 4G LTE and 5G networks.
Practices on roaming partner networks are not described here.
Not stated here
The extracted text does not name the other T-Mobile family brands or link their disclosure pages.
Legal Rights & Agreement Rules · Restriction or exception
Roaming partner networks are outside these disclosures; see your rate plan for roaming details
This page does not describe the practices, characteristics or terms that apply when a customer is using a roaming partner's network. For roaming details, T-Mobile tells customers to see their rate plans. The rate plans are not part of this source.
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This page does not describe the practices, characteristics, or terms that apply when using roaming partner networks. Customers should see their rate plans for roaming details.
Qualifications & exceptions
The exclusion covers practices, characteristics and terms on roaming partner networks, not T-Mobile's own networks.
Not stated here
The rate plans that carry roaming details are not supplied.
Applies to postpaid, prepaid, government, enterprise and E-Rate services; government and enterprise may have other terms
The information on this page applies to postpaid and prepaid services, including T-Mobile's government and enterprise services, and to Broadband Internet Access Services bought through the Schools and Libraries (E-Rate) program. Government and enterprise services may have other contractual terms, which this page does not describe.
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This information applies to postpaid and prepaid services, including our government and enterprise services (which may have other contractual terms), as well as Broadband Internet Access Services purchased through the Schools and Libraries (E-Rate) program.
Qualifications & exceptions
Government and enterprise services may have other contractual terms.
Not stated here
The other contractual terms for government and enterprise services are not supplied.
How to reach Customer Care with questions; Puerto Rico customers send written notices to a separate address
For questions or concerns the page does not address, customers can contact T-Mobile Customer Care online at T-Mobile.com, through the T-Life app, by calling 1-800-937-8997 or 611 from their device, or by writing to T-Mobile Customer Relations, P.O. Box 37380, Albuquerque, NM 87176-7380. Customers in Puerto Rico must send written notices to T-Mobile Customer Relations, B7 Tabonuco Street, Suite 700, Guaynabo, Puerto Rico 00968-3349, Attn: Customer Care Manager.
Supporting quotations
For questions or concerns not addressed here, please contact our Customer Care department at [www.T-Mobile.com](http://www.t-mobile.com/), through the T-Life app, by calling 1-800-937-8997 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, B7 Tabonuco Street, Suite 700, Guaynabo, Puerto Rico 00968-3349, Attn: Customer Care Manager.
Qualifications & exceptions
Puerto Rico customers must use the Guaynabo address for written notices.
Use & Processing · Context
Network management practices are disclosed on a separate linked page, not supplied here
The page's network management practices section says only how T-Mobile manages data on its network is covered and points to a 'Get details' link for the full disclosure. The detailed network management practices therefore live on a separate page that is not part of this source. The FAQ later refers back to that 'Network Management section' when explaining plan-based network priority.
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Network management practices
How we manage data on our network.
Get details
Not stated here
The linked network management practices page is not supplied; its contents cannot be described from this source.
Legal Rights & Agreement Rules · Context
Performance metrics are disclosed on a separate linked page, not supplied here
The performance metrics section says it describes what customers can expect from T-Mobile's network and points to a 'Get details' link. The actual speed, latency and other performance figures are on a separate page that is not part of this source.
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Performance metrics
What you can expect from our high quality network.
Get details
Not stated here
The linked performance metrics page is not supplied; no speed or latency figures appear in this source.
Charges & Financial Obligations · Context
Commercial terms are disclosed on a separate linked page, not supplied here
The commercial terms section describes itself as the rules that govern T-Mobile's service and points to a 'Get details' link. Prices, fees, data allowances and other commercial terms are on a separate page that is not part of this source.
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Commercial terms
The rules that govern our service.
Get details
Not stated here
The linked commercial terms page is not supplied; no prices, fees or allowances appear in this source.
Legal Rights & Agreement Rules · Context
The FAQ carries other important service information, including the pointer to the Privacy Notice
Beyond the three linked disclosure topics, the page directs customers to its frequently asked questions for other important information about their service, naming the Privacy Notice as one example. The FAQ answers that follow cover broadband labels, network priority, security, blocking, devices, applications, customer-controlled blocking, privacy and complaints.
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For other important information about your service, including our Privacy Notice, please review the frequently asked questions.
Frequently asked questions
Not stated here
The question headings of the FAQ are absent from the extracted text; only the answers are present.
Charges & Financial Obligations · Company practice
Broadband Labels: price, fees and speeds for plans currently offered to new consumer and small business customers
T-Mobile provides Broadband Labels for the plans it currently offers to new consumer and small business customers that give data access to all, or substantially all, of the internet. The labels carry information such as price, fees and data speeds so a customer can compare wireless services. T-Mobile says the labels are available where plans are sold: on its plans page, over the phone and in retail stores. Plans not currently offered, or offered to other customer groups, are not said to carry labels.
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T-Mobile provides Broadband Labels for plans that we currently offer to new consumer and small business customers with data access to all, or substantially all, of the internet. The labels contain information like price, fees, and data speeds to help you make an informed decision on what wireless services best fit your needs. You can find these labels where you shop for your plans, including on our [plans page](http://www.t-mobile.com/plans), on the phone, or at a retail store.
Qualifications & exceptions
Labels cover plans currently offered to new consumer and small business customers with data access to all, or substantially all, of the internet.
Available on the plans page, on the phone, or at a retail store.
Not stated here
The FAQ question this answers is missing from the extracted text.
The labels themselves and the plans page are not supplied.
Charges & Financial Obligations · Company practice
Broadband label data for active plans can be downloaded as a file
T-Mobile makes the broadband plan label data for active plans available to export as a downloadable file linked from the FAQ. Only active plans are covered by the export.
Supporting quotations
Broadband plan label data is available to export for active plans.
Qualifications & exceptions
Covers active plans.
Not stated here
The downloadable file is not supplied.
Use & Processing · Company practice
Rate plans and brands carry different network priorities; little effect when the network is lightly loaded
T-Mobile offers a range of rate plan and brand choices that come with different network priorities, as discussed in its Network Management section (a linked page not supplied here). Where the network is lightly loaded, a customer who chose a plan with lower network priority will notice little, if any, effect, and T-Mobile says this is the case in the vast majority of times and locations. The effects under heavy loading are described in the companion card.
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As discussed in the Network Management section, we offer a range of rate plan and brand choices with different network priorities.
Where the network is lightly loaded, customers will notice little, if any, effect from selecting a plan with lower network priority. This will be the case in the vast majority of times and locations.
Qualifications & exceptions
Little, if any, effect applies where the network is lightly loaded, which T-Mobile says is the vast majority of times and locations.
Where the network is heavily loaded relative to capacity, lower-priority customers will likely see reduced speeds (see the companion card).
Not stated here
Which plans and brands carry which priority is in the Network Management section, which is not supplied.
The FAQ question this answers is missing from the extracted text.
Lower-priority plans: slower speeds and impacts on real-time services where and when the network is heavily loaded
At times and in locations where the network is heavily loaded relative to available capacity, customers on lower-priority plans will likely see reductions in data speeds, especially during data-intensive activities. Depending on how congested the network is, they may notice more frequent impacts to real-time services such as video conference calling, some video streaming, file downloads and other high-bandwidth activities. T-Mobile says it constantly works to improve performance and capacity but that physical and technical limits exist, and at constrained locations heavy loading may be more frequent. When loading goes down, or the customer moves to a less heavily loaded location, speeds will likely improve.
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At times and 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. Depending on the extent of network congestion, these customers may notice more frequent impacts to real-time services like video conference calling, some video streaming, file downloads, and other high-bandwidth 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 move to a location that is less heavily loaded in relation to available capacity, those customers' speeds will likely improve.
Qualifications & exceptions
Applies at times and locations where the network is heavily loaded in relation to available capacity.
Impacts are more likely during data-intensive activities and depend on the extent of congestion.
Speeds will likely improve when loading drops or the customer moves to a less loaded location.
Not stated here
No speed figures or thresholds for 'heavily loaded' are given in this source.
No traffic prioritization based on who created an application, subject to the same reasonable network management
T-Mobile answers 'No': it does not prioritize traffic on the basis of who created the application. Such traffic is subject to the same reasonable network management practices as other data on the network. This sits alongside the plan-based network priorities described elsewhere in the FAQ, which depend on the customer's plan rather than the application's creator.
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No. We don’t prioritize traffic on the basis of who created the application subject to the same reasonable network management practices as other data on the network.
Qualifications & exceptions
Subject to the same reasonable network management practices as other data on the network.
Not stated here
The FAQ question that this 'No' answers is missing from the extracted text; the answer's wording is the only evidence of its subject.
T-Mobile monitors its network and uses physical, electronic and procedural safeguards against security threats
T-Mobile uses a variety of physical, electronic and procedural safeguards to protect its network from events that may negatively affect customers' ability to use its broadband internet access services. It monitors the network to protect against security threats, naming spam, viruses, automated attacks, worms, distributed denial of service attacks and other potentially malicious activity.
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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.
Qualifications & exceptions
The listed threats are examples; 'other potentially malicious activity' is included.
Not stated here
The FAQ question this answers is missing from the extracted text.
Security & Safeguards · Company practice
On detecting a threat, T-Mobile may require device updates or reroute, prohibit or limit traffic until resolved
When T-Mobile detects a threat, it may attempt to stop it spreading across the network using a variety of security measures. These may include, among other things, requiring device software updates and rerouting, prohibiting or limiting some traffic over the network. Such measures typically last until the threat is resolved. This is a security exception to T-Mobile's general statement that it does not block lawful traffic by content or subject.
Supporting quotations
When we detect a threat, we may attempt to prevent it from spreading across our network using a variety of security measures, which may include, among other things, requiring device software updates and rerouting, prohibiting, or limiting some traffic over our network, typically until the threat is resolved.
Qualifications & exceptions
Triggered when T-Mobile detects a threat.
Measures 'may' be taken and 'may include, among other things' the listed examples.
Typically in place until the threat is resolved.
Not stated here
The page does not say how affected customers are notified.
No blocking of lawful traffic by content or subject, except customer-chosen services and network-protection judgments
T-Mobile does not block lawful traffic based on its content or subject, unless the blocking is part of a service the customer chose. T-Mobile carves out occasional cases where it judges that protecting its customer base from malicious or other adverse, network-impacting traffic outweighs the access problems experienced by a few; its examples are Internet sources or destinations that are major sources of spam, sources that aggressively scan Internet addresses, and those that have attempted attacks against T-Mobile infrastructure or customer end-points. The related cards describe the address blocking, Wi-Fi port restrictions, threat responses and customer-chosen blocking tools that operate alongside this statement.
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Unless part of a customer-chosen 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.
Qualifications & exceptions
Exception: blocking that is part of a customer-chosen service.
Exception: cases where T-Mobile judges that protecting its customer base from malicious or network-impacting traffic outweighs access issues for a few.
Applies to lawful traffic; unlawful traffic is not covered by the commitment.
Not stated here
The FAQ question this answers is missing from the extracted text.
Security & Safeguards · Company practice
A limited number of persistently disruptive or malicious Internet addresses are blocked using third-party intelligence
T-Mobile blocks a limited number of Internet addresses that are disruptive or malicious and typically persistent. It selects them based on its review of third-party, industry-wide intelligence. This is a specific exception to the no-content-blocking statement.
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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.
Qualifications & exceptions
Limited to addresses that are disruptive or malicious and typically persistent.
Based on T-Mobile's review of third party industry-wide intelligence.
Not stated here
The blocked addresses and the intelligence sources are not identified.
On T-Mobile Wi-Fi services in commercial and public venues, certain malware-associated ports are blocked
For its 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. This applies to the Wi-Fi services, a different access technology from the 2G, 4G LTE and 5G networks named in the page's scope statement.
Supporting quotations
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.
Qualifications & exceptions
Applies to T-Mobile's Wi-Fi services in commercial establishments and public venues.
Limited to ports commonly used to spread malware and engage in other malicious activity.
Customers may use any compatible GSM, 4G LTE or 5G device as long as it does not harm the network
T-Mobile customers may use any compatible GSM, 4G LTE or 5G device, such as a tablet or smartphone, to access the Broadband Internet Access Services, provided the device does not cause harm to T-Mobile's network. This freedom is qualified by T-Mobile's right to limit activations of compatible devices on older technologies while it moves its network to newer technologies (see the companion card).
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T-Mobile customers may use any compatible GSM, 4G LTE, or 5G 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.
T-Mobile may limit activations of compatible devices on older technologies as we transition our network to newer technologies.
Qualifications & exceptions
The device must be compatible and must not cause harm to the network.
T-Mobile may limit activations of compatible devices on older technologies during its network transition.
Not stated here
Compatibility criteria are on a linked network page not supplied here.
The FAQ question this answers is missing from the extracted text.
Account & Service Control · Restriction or exception
T-Mobile may limit activations of compatible devices on older technologies during its network transition
T-Mobile may limit activations of compatible devices on older technologies as it transitions its network to newer technologies. This is a limit on the general freedom to use any compatible device.
Supporting quotations
T-Mobile may limit activations of compatible devices on older technologies as we transition our network to newer technologies.
Qualifications & exceptions
Applies to compatible devices on older technologies, during the transition to newer technologies.
Not stated here
Which technologies count as older, and the timing of the transition, are not stated here.
Devices not bought from T-Mobile: no determination of call quality, performance or functionality
If a customer did not buy their device from T-Mobile, T-Mobile has not made any determination about the call quality, performance or other functionality that device provides. Customers bringing their own device therefore have no assurance from T-Mobile about how it will perform.
Supporting quotations
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.
Qualifications & exceptions
Applies to devices not purchased from T-Mobile.
Use & Processing · User right or choice
Customers may use any lawful application, including real-time ones, consistent with the Terms and Conditions
T-Mobile customers may use the broadband internet access services to access any lawful application, including real-time applications, in a manner consistent with T-Mobile's Terms and Conditions. At the same time T-Mobile reserves the right to take whatever measures are necessary to protect its network from potentially harmful devices and applications, so an application that threatens the network can be acted against. The Terms and Conditions that frame this permission are a separate document not supplied here.
Supporting quotations
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.
Qualifications & exceptions
Use must be consistent with T-Mobile's Terms and Conditions.
T-Mobile reserves the right to take whatever measures are necessary against potentially harmful devices and applications.
Not stated here
The Terms and Conditions are not supplied.
The FAQ question this answers is missing from the extracted text.
Real-time application performance depends on connection speed and latency and on the chosen data plan
How well a real-time application performs on T-Mobile's network depends on the speed and latency of the subscriber's connection and on the data plan the subscriber chose. The page refers back to its earlier answer on network priority, where lower-priority plans may see slower speeds and more frequent impacts to real-time services when the network is heavily loaded.
Supporting quotations
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).
Qualifications & exceptions
Plan-based network priority (described in the congestion card) is one of the factors behind the chosen data plan.
Not stated here
No speed or latency figures appear in this source; the performance metrics page is not supplied.
Spectrum bands and device attachment requirements are published on a linked network page, not supplied here
Details of the spectrum bands T-Mobile operates in and the requirements a device must meet to attach to T-Mobile's network are on a separate linked network page. Those details are not part of this source, so the compatibility criteria behind the device-choice answer cannot be described from it.
Supporting quotations
Find additional details on the spectrum bands T-Mobile operates in and on device requirements to attach to T-Mobile’s network
Not stated here
The linked network page with spectrum bands and device requirements is not supplied.
Customers may block certain sites or the whole Internet on individual lines, for example for child safety
Customers may choose to block the use of certain Internet sites, or the Internet generally, on individual lines, for example for child safety reasons. T-Mobile points to its Web Guard device content filter and Family Mode pages for consumer details, and tells business and government customers to use their service details or sales representative. This customer-chosen blocking is the kind of 'customer-chosen service' that the no-content-blocking statement carves out.
Supporting quotations
Customers may block use of certain Internet sites or the Internet generally on individual lines, e.g., for child safety reasons.
or through your business or government service details or sales representative.
Qualifications & exceptions
Applies on individual lines, at the customer's choice.
Business and government customers get details through their service details or sales representative.
Not stated here
The Web Guard and Family Mode pages are not supplied; the exact tools, costs and age limits are not in this source.
The FAQ question this answers is missing from the extracted text.
Privacy and security of personal information are governed by the separate Privacy Notice, not supplied here
T-Mobile states that it is committed to protecting the privacy and security of its customers' personal information and refers customers to its Privacy Notice for the details. This page itself contains no data-handling rules; the Privacy Notice is a separate document not supplied here.
Supporting quotations
T-Mobile is committed to protecting the privacy and security of our customers' personal information.
Not stated here
The Privacy Notice is not supplied; no collection, use or sharing practices can be described from this source.
Legal Rights & Agreement Rules · Procedure
Disputes are handled under the Terms and Conditions heading "Dispute Resolution and Arbitration"
For information on resolving disputes with T-Mobile, the page sends customers to the Terms and Conditions, under the heading "Dispute Resolution and Arbitration." The dispute process itself, including any arbitration requirement, is in that separate document and is not described on this page.
Supporting quotations
For information on resolving disputes with T-Mobile, please review our [Terms and Conditions](https://www.t-mobile.com/company/website/termsconditions.aspx) under the heading "Dispute Resolution and Arbitration."
Not stated here
The Terms and Conditions and their dispute-resolution terms are not supplied.
The FAQ question this answers is missing from the extracted text.
Legal Rights & Agreement Rules · Procedure
Complaints by end users or edge providers, including about device approval, go by mail to Customer Relations
The FAQ restates how to reach Customer Care: online, in the T-Life app, by calling 1-800-937-8997 or 611, or by writing to T-Mobile Customer Relations in Albuquerque, with Puerto Rico customers writing to the Guaynabo address. It then adds that complaints or questions from end-users or edge providers, including questions about the approval of devices, should be mailed to the relevant one of those addresses.
Supporting quotations
Complaints or questions by end-users or edge providers, including regarding the approval of devices, should be mailed to the relevant address above.
Customers with questions or concerns should [contact](https://www.t-mobile.com/contact-us.html) our Customer Care department at [www.T-Mobile.com, in the T-Life app,](http://www.t-mobile.com/) by calling 1-800-937-8997 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, B7 Tabonuco Street, Suite 700, Guaynabo, Puerto Rico 00968-3349, Attn: Customer Care Manager.
Qualifications & exceptions
Edge-provider and end-user complaints use the mailing addresses, with Puerto Rico correspondents using the Guaynabo address.
Not stated here
The page does not say how or when T-Mobile responds to such complaints.