New Rate Plans Frequently Asked Questions

With T-Mobile’s rate plans set for a total makeover this Sunday there are plenty of questions to be asked. We’ve gotten our hands on a Frequently Asked Question worksheet for T-Mobile reps which might shed some light on the changes. There are quite a few questions so let’s get to it:

IndividualPlans

1. Why is Messaging not available on the 1,000 minute Individual plan?

Unlimited Messaging is a $10 add-on feature so adding that to the 1,000 minute Individual plan would make it the same price as the Unlimited Individual plan. Customers should be offered the Unlimited Talk+Text plan since it would be the same price.

Family Plans

1. Do Family plans share data or does each family member get their own allotment of high speed data? Can they choose from any data feature or do they all have to have the same data feature ?

Each line receives its own allotment of high speed data. There is no data sharing. The lines on a Family plan do not have to have the same Data feature – they can mix/match.

2. Is the data per line or shared on Family plans?

Data is an add-on feature for each line and is not shared. Pricing shown in brochures for Family plans include two of the same data feature. However, customers can have a mix of any of the four data features.

3. Why is Family Messaging not available on the 2,000 minute Family plan?

Family Messaging is a $20 add-on feature so adding that to the 2,000 minute Family plan would make it the same price as the Unlimited Family plan. Customers should be offered the Unlimited Talk+Text plan since it would be the same price.

Add A Lines

1. Do the Add-a-Lines include data?

No. Data is a separate add-on feature for all lines. However, all lines can choose any of the four data features.

2. Do the Add-a-Lines include messaging?

AALs include messaging on the Unlimited Talk &Text plans and on the 1,000 minute Family plan if the Family Messaging feature is added.

General Rate Plan Questions

1. Is texting included in the rate plans?

Texting/messaging is included in the Unlimited Individual and Family plans. Texting is an add-on feature for all other plans.

Data Features

1. Is data included in the rate plans?

No. Data is not included in the rate plans. Data is an add-on feature for each line that needs data.

2. Are BB features available at these new rates or will they have separate new rates?

BlackBerry versions of the four new data features are available in addition to non-BB versions. The rates are the same as non-BB but you pay more $5 more if you want BES and BES is not available with 200MB feature (which is not new)

3. How is the data unlimited if there is a cap?

There’s no cap because customers continue to have connection to the internet from their device although at reduced speeds. The data features vary in the amount of high speed data included.

4. How do I know much data the customer will use per month?

Ask customers what types of activities they do on their phone or would like to do and how often; use the data calculator at t-mobile.com/calculator to help customers estimate usage.

5. Can customers upgrade to receive more included high speed data in the middle of the month if they used up their included allotment?

Yes. Customers can upgrade to a data feature with more high speed data included. If the feature is back dated, they’ll have full speeds again if the total usage is under the new threshold. For example, if a customer has the 2GB feature and uses up 3GB by the middle of the month, she can upgrade to the 5GB feature (and back date the change) and experience full speed data again until she reaches 5GB.

6. Can customer downgrade their data feature in the middle of the month?

Customers can request to change to a data feature with less included high speed data. However, that change must be made effective with the next billing cycle – downward data feature migrations cannot be back-dated. Be sure to help customers check their past usage before changing to a lower data feature and ensure they understand certain activities will be difficult on reduced data speeds once they exceed the allotment of included high speed data.

Data Features (continued)

7. When will data speeds reset to full speed if the customer reaches the allotment of included high speed data?

Data speeds reset at the beginning of each bill cycle or if the customer upgrades to a feature with more included high speed data.

8. Is there a premium charge for data on 4G phones?

No. Our data features offer the same price for all phones.

FlexPay

1. Are FlexPay versions of these plans available?

FlexPay versions of the Unlimited Family and Individual plans, 1,000 minute Family plan, and 500

minute Individual plan are available.

2. Are FlexPay versions of these data features available?

FlexPay versions of the 2GB and 5GB features are available.

3. Are the new FlexPay plans only for existing to switch to or are they for Telesales and Web to only sell or can existing FP people not choose them and need to migrate to Deposit Product plans only?

FlexPay plans are available to existing FlexPay customers who switch to them or to new signing up through Telesales/Web. Retail stores can AAL for existing FlexPay Family plans but cannot activate a new FlexPay account. RPS is not selling or servicing FlexPay.

Reduced Speeds

1. What are the Data Thresholds when speeds are reduced and what speed is it? EDGE?

The thresholds are different by feature: 200 MB, 2 GB, 5 GB, and 10 GB. Speeds are reduced to 2G. If the amount of high-speed data is depleted , T-Mobile automatically reduces your data speed. You will not have an overage charge, and will maintain connection to the internet, at a reduced speed. Also, If you use more data than your monthly full-speed (4G) plan covers, we simply allow you to access the Web through our 2G network

Contract Renewal

1. Is a contract renewal required when a customer changes from one of the new plans to another new plan?

Yes. All the new plans require a contract renewal any time a customer changes to one of them. Since older Even More plans have been grandfathered, all active annual contract plans require a contract renewal.

Other

1. Monthly 4G plans launching on 5/22 – is this what we’ve been working on and are calling the new EM plans?

No. 4G Monthly is the name for Prepaid

2. What are the additional charges for tethering?

Same as before – requires $19.99 or higher Data feature and the TETHER SOC is an additional $14.99/month/line.The 200 MB Data feature cannot have Tethering.

3. Are these new plans Even More plans?

The new plans are two-year contract postpaid plans but do not include the Even More name in systems or customer-facing materials. However, these plans have the same attributes as Even More plans.

4. Are Even More Plus plans still available?

Yes. Even More Plus plans are still available.

5. Are the existing Even More plans available after May 22?

No. The new plans offer better value for customers and replace the existing Even More plans starting May 22.

6. Are the new plans available to Postpaid Deposit customers?

Yes. Postpaid deposit customers can choose from any postpaid plan, including the new plans

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  • Bman325i

    got work today.  hopefully we have the brochures in the store already.

    • Oreo

      Must be nice to still have a job at T-mobile. I got laid off, because customers just stopped coming in. :( 

      • http://profiles.google.com/vampirehunter03 Lucas LeCompte

        sorry to hear that brother.  Hit the streets hard looking for a new job, you will get one.  Hang in there. 

        • Oreo

          Trust me I am bro, still got bills that need paying off. Ha Ha I just miss working at T-mobile, and helping everybody that came in with problems on there phone.

        • Kyle

          @Oreo you are the type of service reps that keep me at TMo. You can really tell the ones who care and those who are just punching in. I have been using the iPhone on TMo for the past 3.5 years. I am now sick of the iPhone. It is because of awesome reps like you I’m going to purchase an Android and stay on TMo like I have for the past 10 years. Oreo, those who care like you do will find another position fast!

      • Magenta Magic

        I work for a premium retailer that covers five major markets and we are facing layoffs, too.  They say nothings wrong but with traffic (ie, sales) down, they say it’s our fault for not pushing.  Well, who are we going to sell to when our stores are EMPTY???  And then, they start laying us off… we’re not stupid.  They’re just trimming the budgets to make the bottom line look better.

        Corporate, Premium Retailer — doesn’t matter.  Even if this merger fails, we’ve all taken a bit of the poop sandwich thanks to some corporate bigwigs who see numbers, not human beings with lives and families to provide for.

        Sorry… I normally only rant against other posters, not against the Magenta Mothership — errr…. um…. yeah.

    • Oreo

      Must be nice to still have a job at T-mobile. I got laid off, because customers just stopped coming in. :( 

    • Oreo

      Must be nice to still have a job at T-mobile. I got laid off, because customers just stopped coming in. :( 

    • Oreo

      Must be nice to still have a job at T-mobile. I got laid off, because customers just stopped coming in. :( 

    • Oreo

      Must be nice to still have a job at T-mobile. I got laid off, because customers just stopped coming in. :( 

  • Thaghost

    Thanks david. Great stuff! I needed to know this.

  • http://ashn.myopenid.com/ Ash

    I read a comment here on t-mo stating if one have a 4G phone, when the “cap” is reached, it will drop to 3G speeds, for 3G phones it will drop to 2G speeds.
    Any truth to this??

    • http://profiles.google.com/vampirehunter03 Lucas LeCompte

      no it slows it down to actually gprs if you ask me.  I customer came in and he went over his data, and i tried to download the speed test app to test his speed and it was slower than dial up.  If you go over it will basically be enough to get an email thats about it. 

      • Anonymous

         Budgeting and sacrificing is part of growing up.

      • http://ashn.myopenid.com/ Ash

        Thanks for the info, but what phone/plan did the guy have?

        • keep it real

           no matter what phone you have 4g/3g…when you’re throttled..it’s down to 2G = EDGE = dial up

  • http://ashn.myopenid.com/ Ash

    I read a comment here on t-mo stating if one have a 4G phone, when the “cap” is reached, it will drop to 3G speeds, for 3G phones it will drop to 2G speeds.
    Any truth to this??

  • http://ashn.myopenid.com/ Ash

    I read a comment here on t-mo stating if one have a 4G phone, when the “cap” is reached, it will drop to 3G speeds, for 3G phones it will drop to 2G speeds.
    Any truth to this??

  • Petey

    I think regardless of what kind of deals coming out from T-Mobile, People still are not interested in being part of AT&T if the merger to go through… I think numbers of subscribers would even drop more in this Q2. I’m ready to leave when Verizon get the next iPhone come out.

  • Petey

    I think regardless of what kind of deals coming out from T-Mobile, People still are not interested in being part of AT&T if the merger to go through… I think numbers of subscribers would even drop more in this Q2. I’m ready to leave when Verizon get the next iPhone come out.

  • Petey

    I think regardless of what kind of deals coming out from T-Mobile, People still are not interested in being part of AT&T if the merger to go through… I think numbers of subscribers would even drop more in this Q2. I’m ready to leave when Verizon get the next iPhone come out.

  • Petey

    I think regardless of what kind of deals coming out from T-Mobile, People still are not interested in being part of AT&T if the merger to go through… I think numbers of subscribers would even drop more in this Q2. I’m ready to leave when Verizon get the next iPhone come out.

  • Petey

    I think regardless of what kind of deals coming out from T-Mobile, People still are not interested in being part of AT&T if the merger to go through… I think numbers of subscribers would even drop more in this Q2. I’m ready to leave when Verizon get the next iPhone come out.

  • Petey

    I think regardless of what kind of deals coming out from T-Mobile, People still are not interested in being part of AT&T if the merger to go through… I think numbers of subscribers would even drop more in this Q2. I’m ready to leave when Verizon get the next iPhone come out.

  • Petey

    I think regardless of what kind of deals coming out from T-Mobile, People still are not interested in being part of AT&T if the merger to go through… I think numbers of subscribers would even drop more in this Q2. I’m ready to leave when Verizon get the next iPhone come out.

  • Itmustbejj

     So if I am on the 750 minute plan for 59.99, I can’t get updated to the 1000 minute plan for 59.99 without extending my contract? Boo….

    • http://www.facebook.com/DrSarcasm Jason Zaroff

      So, I’m confused.  I’m on on the 750 minute plan with “unlimited” data (before the 5 GB cap), will I lose this feature if I upgrade to 1000 minutes?

  • Alvin B.

     So… those of us on Even More Plus get NO love, as these new prices have eroded most of the price advantage you got on EM+. 

    • DetroitRep

      pretty much. I work in a retail store and have been informed that even more plus is pretty much on it’s way out the door. Hate to say it too, because I thought it was a unique and great idea for customers with existing phones or who really just did not want a contract, but the truth is, if the AT&T merger finalizes, they will probably just push all remaining even more plus subscribers to contracted plans or to the curb. So they make the prices identical to even more to give the non-contracted subscribers an incentive to sign up for the s**t show that will most definitely commence in the next 12-18 months. Anyone interested in a recent University of Michigan graduate with an IT management degree? Not feeling the job security love at all. lol 

      • Magenta Magic

        Thank you for summing up EXACTLY what is going on with two words:  “sh*t show”.  Couldn’t have said it better myself. 

      • keep it real

        it clearly says even more plus is still available and not changing….where did you come up with it’s on it’s way out the door…if it’s available…then it’s available. just because tmo prefers to push contract doesn’t mean a thing.

        • LC

           Even More Plus is currently still in place, but T-Mobile is in the works to revamp it and if I’m not mistaken head back towards contracts for everyone.

      • Blkbear_41

         You have to remember than even before they offered Even More +, you had the option to pay full retail and not have a contract, and do a month to month plan, and that does not change with the new plan changes.  AT&T offers that now as well, pay full retail and you don’t need to enroll in a contract, just have to ask for it, and pay upfront.

    • John

      you mean the price advantage that never made much sense? lol… why should ppl pay MORE to go ON CONTRACT. I understand the subsidized pricing being an advantage but the advantage is you are NOT ON CONTRACT. Should be as simple as that. The different prices for contract and no contract never made sense to me. I wish they would simplify it for customers AND employees and just keep the pricing the same for both.

      • Atrain2046

        You look at it the wrong way. Its not that contract customers pay more. Contract customers pay the everyday normal amount. Non-contract customers pay less as an incentive to stay with T-Mobile rather than leave when they find a new phone they like elsewhere. Sure you can leave us, Mr. Customer, but you will pay more wherever you go.

        • NumbersNumbers

          No. You do pay more to be on contract vs noncontract.  You get a subsidized phone price for contract but then you pay more per month on contract and they make their money back that way.  You save money by buying the phone outright and being on no contract plan.   I always buy my phones outright and stay on no contract. The price difference for a family plan contract vs no contract is noticeable. That’s throwing money away.  When you get your phone for that “great price” for signing a 2 year contract, but the price per month on contract is say $30 a month MORE for 2 years, that’s basically a high interest loan for the purchase of the phone.$30x24months=$720+$200 you paid for the phone as a subsidized price in the beginning=$920. Now at $920 you’ve paid back the full amount of the phone even if it’s a high end $500 phone. You have now over spent by $420.

  • http://profiles.google.com/claudiamarie64 Claudia Carvalho

    So if you live in an EDGE-only area, will you be throttled to GPRS after you exceed your data allowance? Truth be told, no one in my family gets anywhere near our 200 MB; trying to access the Internet is too painful at speeds averaging 45K. Thank goodness for WiFi.

  • Schippma

    Will existing customers on grandfathered plans be able to get these plans without a total rate plan change, old Even More plans, Family Time, and Get More?

    • Schippma

      I mean the new data features.

      • http://robert.aitchison.org raitchison

        Probably, our voice plan is really old – long grandfathered and we were able to add the new 200MB data plan to my wifes new phone in November, so i’d expect these new data plans will be treated the same.

  • Anonymous

     so its the same price as sprint now. its just sprint is actually UNLIMITED data. t-mo used to be cheap. Now they are just like the others.

    • majentarulz

      If you read Sprint’s “fine print,” it is true that 4G data access is unlimited without added stipulations such as speed throttling, overage fees, or data cut-offs.  That is if you are lucky enough to live in one of Sprint’s 70 markets operating on WiMax.  The funny thing is that Sprint has said for quite some time now that they are continuing to expand their 4G coverage, while in actuality its more or less stalled.  That said, if you are not living in a 4G covered area and are only able to access their 3G services, then Sprint reserves the right to slow down your data speeds after consuming 5GB of data per billing cycle – just like T-Mobile.  The $79.99 Truly Unlimited plan with speed throttling at 2GB will be the right fit for more than 85% of T-Mobile customers.  I for one welcome tiered pricing structures because not everyone uses a ton of data, and I feel that those people shouldn’t have to pay the same monthly rate as those that push the limits of wireless data downloads.  This is for the same reason that people who talk a lot have to pay more to get unlimited minutes vs. people who only need 500.  Unlimited was great while it lasted, but welcome to the future.

      • Brians Android

        T-Mobile dose not have 4G in a lot of markets either, including mine. Which is very sad since most of there commercials boast of there awesome 4G speed. Anyway I think if 4G were available in my area I would use more data, NETFLIX for one.

      • http://twitter.com/WillieFDiazSF William Diaz ?

        I have Sprint as well as T-Mobile, and I can assure you on your phone, even with the Mobile HotSpot plan attached or not, Sprint does NOT throttle, cap, or charge overage if you go over 5GB on the 3G plans.

        The 5GB cap once applied to their data card, and previous Phone-As-Modem options (which are only available to business plans with an additional 2-year contract attachment for that add-on). It currently does not apply to any 3G or 4G phone data plans.

        However, with that said, since Sprint has promoted this campaign on whos got the best “Unlimited” service, Ive noticed in many cities, mainly San Jose north along the San Francisco peninsula all the way to San Francisco and within itself has been network auto throttled from 50kbps-200kbps and PEAK data 300kbps on 3G speed. Within San Jose it varies and can be anywhere from 300kbps-2100kbps. So really, where the population is denser and Sprint has surprisingly more towers for better coverage, the speed is dropped automatically drastically. So go figure. They say they dont throttle, and they dont do it personally, they just do it network wide in areas with strong coverage.

  • Anonymous

    I suppose this in inevitable. At least you get a 5GB and 10GB option since ATT only has 200 MB, 2GB and 4GB plans for their 4G phones and you get charged overages automatically ($15 for each additional 200MB on 200MB plan, $15 for each additional 200MB on 2GB plan, and $10 for each additional 1GB on 4GB plan). Verizon is also beginning tiered data plans this summer so it’s only Sprint left at the moment with unlimited (for how long though?) and they charge you an extra $10 month for the “premium data add-on charge” on top of the plan cost.

    That said, the 5GB unlimited talk+text+data plan for $89.99 is still cheaper than ATT, Verizon, or Sprint. Even if Sprint is the only unlimited left after Verizon changes to tiered this summer, it is still $20.00 cheaper on T-Mobile than Sprint (Sprint is $99.99 + $10.00 data add-on charge for $109.99 total).

  • Jinx8402

    I’m not sure anyone would know the answer to this yet, but would it be possible to move to one of these plans, but keep my loyalty data that is $20 per line for 5GB?

    • John

       if you go through customer loyalty as it was offered by them… they may be able to do it…especially if you agree to extension i’m sure they would be happy

  • Schippma

    I wonder if these plans will have any preferred features, such as preferred 200MB web for $5.00 or Preferred 5GB web for $25 or even the preferred unlimited texting for individuals for $5.00 and families $15? Just a thought. My guess is, however, they are eliminating these preferred features on newer plans to lube us up for ‘a-fee-n-fee’

  • http://twitter.com/xxmonkey92 Tulio Mesa

    So no more unlimited plans? fail

    • Guest

       Yes that is called have internet at home and not expecting tmobile and its consumers to have to pay more so leaches can try and use their mobile plan for home internet. 

    • Girth Brooks

      They throttle after 200MB/2GB/5GB/10GB… but they are technically ARE unlimited.  Whether you do the UNL Talk Text 200MB for $69.99 or the 10GB for $119.99, you won’t ever go over.  There’s no unlimited 4G if that’s what you’re getting at.   

  • Anonymous

    these plans are pretty crappy. 

  • Girth Brooks

     Here’s the issue I see.  It says 2,000 minutes talk & text isn’t available, because it’s the same price as unlimited.  But the additional lines are cheaper on the 2,000 minute plan.  So having 3-5 lines on 2,000 talk & text may make sense.

    • John

       it will still be available you just have to add the features individually, to my knowledge.

    • keep it real

      3-5 AAL on unlimited plans are $10 for 500 minutes now instead of $15, or $30 for unlimited minutes.

      in the past all 5 lines could pool from the 2000. with the way it’s going to be setup up now…your mrc would be the same $130 for 5 lines with talk and text. the 1st and 2nd will be unlimited talk text. while the 3 – 5 lines have to manage 500 minutes with free nights, weekends, mobile to mobile.

      same price. different service for lines 3-5

      • Zurihutchins

        and don’t forget, those 500 min add a lines will receive free calls through wifi! 

      • Girth Brooks

        But it says on there you can add a $10 add a line to the 2,000 minute plan.  What I am curious about, is can it be a 2,000 talk and text plan, because that screen shot says it doesn’t exist.  I assume it does, and what they are saying “N/A upsell to unlimited” for, is the situations where a customer is only getting 2 lines, which would make no sense. 

  • http://profiles.google.com/lastminute99 Ye Wang

    Is texting optional for indivisual 500? I want data only, not text. Do I get 200 MB + 500 min for $49.9?

    • StalkyTheFish

      I’m on Family-750 with talk and data only; no text. I have the “Unlimited” data and my wife has the 200MB one. She also has Text. So you can fine-tune the per-line services. 

      They list the packages as bundles but you can opt out of pieces of them… or at least you could last winter.Just make sure you go on the web site and turn on text blocking so you’re not dinged .20 every time some clueless person sends you a text. I’ve told everyone I care about to text me on my Google Voice number.

  • Anonymous

    T-Mobile still doesn’t use semi-unlimited term as it actually is.
    Shame on you.

  • Anonymous

    I don’t agree with charging for tethering. If it gave you an extra 1GB or 2GB toward your limit, then it’ll be acceptable; however, to charge for tethering when it goes against your current limit is nothing more than BS. This is the same crap I was angry with AT&T about until the Verizon iPhone forced them to include additional worth with their tethering plans.

    - VDubb

  • Anonymous

    If you switch to the get more plus can you go back to the get more plans?

  • Dtv757

    im currently on my favs loyalty, if i change to the new family plan will i have to extend contract on both lines??
     

  • EMPFan

    How much cheaper are the Even More Plus versions of these new plans? $10? $20?

  • HankRearden67

    Well Tmo, since you have effectively become Verizon, I might as well switch and get the better coverage. If you need an FAQ to understand the plans………

    • Dtv757

       i agree, stupid that you have to have a contract to change your plan.

  • theking_13

     So I have the $70 Prepaid “Unlimited’ Everything plan for my Samsung Vibrant. I talked to a rep yesterday if my speeds would be throttled from 3G to 2G (Edge), since I wouldn’t be using ANY $4G data. She said “No, its only for 4G data phones”. Is this correct? I read through the plan a few times, doesn’t say anything about a cap, nor do the T&C. Can anyone help? 

    I never used more than 2GBs plan Tmo just introduced, (Unlimited Talk & Text, 2 GBs of data), but I’m just curious to know. Thanks to anyone that clarifies!

  • Idapimpyoudaho

    I’m not sure if someone already asked this because there are a lot of comments, but if I get the $30 1500 talk/text plan with 30mb data and add the $10 blackberry internet services, does it still stay at 30mb of data or do I get more?

    Thanks in advance!

  • schecska

    Are the caps for the first 200MB/2GB, etc. of 3G/4G, or just the first 200MB etc. of data used. In other words, will it count towards your cap if you travel somewhere that only gets EDGE early in the month?

  • http://twitter.com/Mupsycho Enrique Almaguer

    WHEW! LUCKY I SWITCHED TO THE 3000 MINUTE FAMILY PLAN WITH 5 DOLLAR ADD A LINE AND 20 DOLLAR 4G WEB PER PHONE BEFORE THIS FIASCO CAME UP………………………..THANK GOD FOR TMONEWS  OR I WOULD BE STUCK IN MY PREVIOUS PLAN OR PAY MORE WITH THESE NEW PLANS