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Internet Services

Last updated: June 8, 2015

Important Information about GoSmart Mobile's Broadband Internet Access Services and GoSmart Mobile's Open Internet Disclosures

This page provides information about GoSmart 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 GoSmart 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 includes links to other GoSmart Mobile documents containing further information applicable to our Broadband Internet Access Services.

For questions or concerns not addressed here, please contact our Customer Care department at www.gosmartmobile.com, by calling 1-877-582-7788 or 611 from your device, or by writing to: GoSmart Mobile Customer Relations, P.O. Box 3220, Albuquerque, NM 87190. Puerto Rico customers must direct written notices to: GoSmart Mobile Customer Relations, 500 Ave. Roberto H. Todd (Pda. 18 – Santurce), San Juan, Puerto Rico 00907-3941, Attn: Customer Care Manager.

What terms and conditions apply to GoSmart Mobile’s Broadband Internet Access Services?

Broadband Internet Access Services are subject to the GoSmart Mobile Terms and Conditions at https://support.gosmartmobile.com/articles/terms-conditions  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 prohibited as described in our Terms and Conditions under the heading "Misuse of Service or Device."

What data plans and pricing does GoSmart Mobile offer?

GoSmart Mobile offers mobile Broadband Internet Access Services for smartphones and basic phones 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 account cycle.  If your data plan features a designated allotment of high-speed data, certain uses of the network may not count against that allotment.

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:

What speeds and performance can GoSmart 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, 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. Also, as discussed on this page, as a feature differentiating T-Mobile-branded service and plans from non-T-Mobile-branded service such as GoSmart Mobile, T-Mobile also gives data of customers who choose T-Mobile-branded service plans precedence over data of customers who choose GoSmart Mobile-branded service plans when the network is presented with competing demands.

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

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 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 our internal testing and testing from third-parties and subject to the notes below, GoSmart 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 (LTE) Facebook Access: typical download speeds of 6-16 Mpbs 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 https://www.gosmartmobile.com/coverage-check†/.

†/ Your 4G speed range will depend on your device as well as the factors described above. You can learn more about the capabilities of GoSmart Mobile devices here. Subject to your data plan, customers using a 4G device within the 4G coverage area can expect to get 4G speeds when accessing Facebook. 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 unless accessing Facebook within a 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 for more details.

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, GoSmart 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.

What reasonable network management measures does GoSmart Mobile take?

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, prioritizing data usage, and using video optimization technology.

GoSmart Mobile may deploy streaming video optimization technology throughout its network. This technology is intended to manage data usage on the network, reduce the risk of streaming video stalling and buffering, and reduce the amount of high-speed data consumption used for streaming video.  Streaming video optimization improves streaming video reliability as well makes room for other users to enjoy higher browsing speeds. The streaming video optimization process is agnostic as to the streaming video content itself and to the website that provides it. While most changes to streaming video files are likely to be indiscernible, the optimization process may minimally impact the appearance of the streaming video as displayed on a user’s device.

These practices do not discriminate against offerings that might compete against those offered by GoSmart Mobile or any GoSmart Mobile affiliate on the basis of such competition.

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.

To provide the best possible experience for the most possible customers, and to minimize capacity issues and degradation in network performance, we 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 (updated quarterly), will have their data usage de-prioritized compared to the data usage 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 GoSmart Mobile's Terms and Conditions may be excluded from this calculation.

Where the network is lightly loaded in relation to available capacity, a customer whose data is de-prioritized 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.  GoSmart 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.

If you would like to check your data plan usage, you can view that information by calling “#web#” on your phone or by signing in to your account at MyGoSmartMobile.com.

GoSmart Mobile 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 during an account cycle, we may reduce your data speed to 2G speeds for the remainder of that account cycle. 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.

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. Also, customers of T-Mobile plans and potentially some other brands may be prioritized over GoSmart Mobile customers during times and in places of congestion.

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, including GoSmart Mobile?

To differentiate services T-Mobile sells under the T-Mobile brand name from services sold under GoSmart Mobile and other brand names, T-Mobile gives data of customers who choose T-Mobile-branded services precedence over data of customers who choose non-T-Mobile-branded services, such as GoSmart Mobile, when its 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 heavily 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.

Does data traffic from GoSmart Mobile or T-Mobile products preloaded on a user’s device or otherwise available from GoSmart Mobile or 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.

Speed Measurement Applications

If your data plan features a designated allotment of high-speed data, data used by certain speed measurement applications may 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  will generally 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 prior to reaching your monthly high-speed data allotment, use of those applications may count against your data allotment.

What security measures does GoSmart 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, GoSmart Mobile does not block lawful traffic based on content or subject. Occasionally, cases arise where GoSmart 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 GoSmart Mobile infrastructure or customer end-points.

GoSmart 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. GoSmart 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.

Does GoSmart Mobile allow customers to use non-GoSmart Mobile devices and applications for its Broadband Internet Access Services?

GoSmart Mobile customers may use any GSM, UMTS, or LTE smartphones, 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.gsma.com. If you did not purchase your device from GoSmart Mobile, please be aware that GoSmart 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. GoSmart 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 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 3G / 4G network a device must support UMTS and HSPA technology in the AWS 1700/2100 MHz band and PCS (1900) band. The 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 GoSmart Mobile?

You may block use of certain Internet sites or the Internet generally on individual lines for privacy or child safety reasons. To apply Web Guard to your account, contact our Customer Care department, by calling 1-877-582-7788.

How does GoSmart Mobile protect the privacy of customers using its mobile Broadband Internet Access Services?

GoSmart Mobile is committed to protecting the privacy and security of our customers' personal information. For information on how GoSmart Mobile protects its customers' privacy, please review our Privacy Policy at https://support.gosmartmobile.com/articles/gosmart-mobile-privacy-policy.

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

Customers with questions or concerns about GoSmart Mobile Broadband Internet Access Services, including questions or concerns about the network practices, performance characteristics, and commercial terms applicable to GoSmart Mobile's Broadband Internet Access Services should contact our Customer Care department at www.GoSmartMobile.com, by calling 1-877-582-7788 or 611 from your Device, or by writing to: GoSmart Mobile Customer Relations, P.O. Box 3220, Albuquerque, NM 87190 or for Puerto Rico customers, 500 Ave. Roberto H. Todd (Pda. 18 – Santurce), San Juan, Puerto Rico 00907-3941. For information on resolving disputes with GoSmart 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.