T-Mobile FAQ

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[edit] General Network

[edit] What network does T-Mobile use?

T-Mobile uses a GSM/GPRS network with EDGE. They are the only carrier in the U.S. to have launched their first nationwide network as GSM and maintained it to this day. Their native coverage is 1900 GSM, with some regional 850 GSM roaming in place. Their 1900 network makes them attractive to mobile phone enthusiasts due to the ability to use European Tri-Band (900, 1800, 1900) handsets that competing carriers cannot always support, due to a reliance on the 850 band.

In addition, T-Mobile has begun deploying UMTS, its 3G network. For details on T-Mobile UMTS, see the 3G section below.

[edit] Data Services, Messaging

[edit] What SMS options are available on T-Mobile?

T-Mobile offers SMS and MMS messaging, billable either individually, or as a bundle. AIM, ICQ, and Yahoo instant messaging are also offered on supported handsets. International SMS is available to all subscribers automatically, but does have an additional per message fee regardless of bundling.

[edit] 3G, UMTS & HSPA

[edit] How does T-Mobile's UMTS network differ from AT&T's

AT&T uses UMTS on the 850 MHz and 1900 MHz bands. T-Mobile will be using UMTS on the 1700 MHz and 2100 MHz bands. As such, a phone that supports UMTS on AT&T, will not likely work on T-Mobile.

Very few phones today support both 2100 MHz and 1700 MHz bands. The vast majority of these phones will be sold directly by T-Mobile. Because AT&T's UMTS network has been in-place for years, many device makers have focused on adding 3G support for AT&T's network only.

[edit] Can I use phones that have UMTS 2100 but not UMTS 1700?

This is not an easy question to answer in simple terms. The best answer, is that it depends on what area you live in. If your area uses only UMTS 2100, you do not need a phone with UMTS 1700. However, if your market uses UMTS 1700, a phone which only has UMTS 2100 may not see any 3G coverage.

The only way to know about your area is to test the phone out. Unfortunately, this is an expensive process for testing an unknown. As such, we suggest avoiding phones which have only UTMS 2100, unless you are experienced with band-types and networks in your area.

[edit] Will my phone fall back to GSM?

Yes, any phone that supports GSM 850 and GSM 1900, in addition to UMTS, will fallback when it cannot find UMTS coverage. This includes phones that feature quad-band GSM.

[edit] Will I still need to unlock a phone if it is from another carrier?

Yes. A phone that is locked to a GSM carrier will also be locked to a UMTS carrier. For example, you cannot take an iPhone 3G and use it on T-Mobile UMTS. The SIM lock traverses both UMTS and GSM networks.

[edit] Device Repair & Insurance

[edit] How does T-Mobile process warranty and insurance?

T-Mobile offers the industry standard 12 month warranty on all new handsets, which starts at the date of receipt,and a variable warranty on refurbished models which is 90 days from receipt of handset, or the remainder of your contract. The defective handset must be returned to T-Mobile upon receipt of the replacement. To qualify as a warranty issue, the handset must have stopped functioning by no fault of the user, such as software failure.

T-Mobile also offers handset insurance through Assurion, an independent provider. This would be the only route (aside from third-party providers like SquareTrade) to recoup losses due to user negligence, such as liquid damage, or physical damage to either the screen or housing.

[edit] Account Maintenance

[edit] What are T-Mobile's Customer Service Applications?

T-Mobile 3rd party and most National Retail outlets use an application known as Watson. There are other applications available at different levels such as Samson for billing.

Watson - Used for initial account provisioning of pre and post paid accounts. Credit checks are also done through this system. Additional lines for existing customers are also possible with Watson.

Compass A.K.A. PCC - T-Mobile's street level Personal Coverage Check. Very accurately shows both native T-Mobile coverage, and 850 roaming coverage, and differentiates between the two. Available to the general public as a link from T-Mobile.com.

iCAM - Tool for modifying active accounts used by 3rd party retailers. For example, account history, feature adds/removals and upgrade eligibility checks. Account notes are not visible on iCAM, but are visible with CAM, the corporate-only version.