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General Network
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.
Data Services, Messaging
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.
3G, UMTS & HSPA
How does T-Mobile's UMTS network differ from AT&T's & European UMTS networks
AT&T uses UMTS on the 850 MHz and 1900 MHz bands. T-Mobile will be using UMTS on the 1700 MHz band, also known as the North American Advanced Wireless Service (AWS) band and UMTS 1700. As such, a phone that supports UMTS on AT&T, will not likely work on T-Mobile's UMTS network. Also, if you've looked around the internet at UMTS capable phones you may have noticed a number of phones that support UMTS 2100. UMTS 2100 is the European (and some Asian) version of UMTS that uses the 2100 MHz band.
Very few phones today support the 1700 MHz band. The vast majority of these UMTS 1700 phones will be sold directly by T-Mobile. AT&T's UMTS network has been in-place for years, and as such, many device makers have focused initially on adding 3G support for AT&T's network only. As for the UMTS 2100 phones, they are not compatible with the UMTS 1700 networks and vice versa.
Can I use phones that have UMTS 2100 but not UMTS 1700?
The short answer is 'No'. UMTS 2100 phones will not work on a UMTS 1700 network, and a UMTS 1700 phone will not work on a UMTS 2100 network.
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.
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.
Device Repair & Insurance
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.
Account Maintenance
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.
