Last Updated: October 2, 2024
Ultra Mobile Network Management Policy
Internet Service
This page provides information about Ultra 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 Ultra Mobile customers on Ultra Mobile’s Broadband Internet Access Services over T-Mobile’s domestic 4G LTE and 5G networks are described below. T-Mobile and Ultra Mobile are now part of the same family. Ultra Mobile customers will continue to experience the network management practices disclosed on this page. This page does not describe the practices, characteristics, or commercial terms that may apply when using a roaming partner network, to the extent roaming may be available; see Section 8.11 of our Plan Terms & Conditions (the “T&Cs”) at ultramobile.com/mobile-plans-terms-conditions/ (“Roaming”) for details.
What terms and conditions apply to Ultra Mobile’s Broadband Internet Access Services?
Broadband Internet Access Services are subject to our T&Cs (including our Privacy Policy and Acceptable Use Policy) located at ultramobile.com/mobile-plans-terms-conditions/. These T&Cs are subject to change so you should visit the T&Cs frequently including when you activate service. Certain uses of our network are prohibited as described in Section 8.5, 8.7, 14, and 15 of our T&Cs including without limitation uses prohibited under our Acceptable Use Policy (“AUP”), located at ultramobile.com/ultra-mobile-acceptable-use-policy/. In addition, the T&Cs describe our dispute resolution procedures including at Sections 2, 11, and 12.
How does Ultra Mobile manage data on its network?
T-Mobile’s network is engineered 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 on our plans, network management practices are implemented on a content-agnostic basis. Examples include caching less data, prioritizing data usage of non-Heavy Data Users, and video optimization. These practices do not discriminate against offerings that might compete against those offered by Ultra Mobile or any affiliate on the basis of such competition. T-Mobile’s network also addresses the priority needs of emergency communications, law enforcement, public safety, critical infrastructure, or national security authorities, consistent with or as permitted by applicable law. This may impact other users’ service during times of congestion, such as during a natural disaster or other emergency.
How is data prioritized for Ultra customers?
To provide the best possible experience for the most possible customers on Ultra Mobile plans, and to minimize capacity issues and degradation in network performance, we manage significant high-speed data usage through prioritization. Specifically, “Heavy Data Users” (currently defined as customers who have purchased an Ultra Unlimited Plan and who use more than 35GB of data in a monthly billing cycle) will have their data usage prioritized below the data usage (including tethering) of other customers at times and at locations where there are competing customer demands for network resources, which may result in slower data speeds. At the start of the next monthly billing cycle, the customer’s usage status is reset, and this data traffic is no longer prioritized below other traffic. Customers who use data in violation of Ultra Mobile’s Terms and Conditions and/or Acceptable Use Policy may be excluded from this calculation. To help avoid application of this practice, and reduce mobile data consumption, customers may wish to connect to a secure Wi-Fi network when engaging in data-intensive activities including but not limited to online gaming, file downloads/uploads, and video streaming. The threshold number for a Heavy Data User is periodically evaluated across our rate plans to manage network traffic and deliver a good experience to all customers while offering a range of customer choices. Your data usage is always available for you to review in the Ultra Mobile app and Ultra Mobile Account Management portal.
Where the network is lightly loaded in relation to available capacity, a customer whose data is prioritized higher than other traffic will notice little, if any, effect from having higher priority. This will be the case in the vast majority of times and locations. Customers may notice reduced speeds in comparison to customers with a higher priority during network congestion. At times and at locations where the network is heavily loaded in relation to available capacity, these customers will likely see significant reductions in data speeds, especially if they are engaged in data-intensive activities. Customers should be aware that these practices may occasionally result in speeds below those typically experienced on our 5G or 4G networks, including a greater likelihood of reduced speeds in the lower end of the speed ranges. Depending on the extent of network congestion, these customers may notice more frequent impacts to 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. 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.
Other brands may be prioritized higher on the T-Mobile network. Additionally, Ultra Mobile offers other services to its customers that use the same network infrastructure and resources as its broadband internet access services and are given priority over other traffic on the network. These other services currently include calling-related services like Voice over Internet Protocol (VOIP), Voice over new radio (VoNR), Voice over LTE (VoLTE), Video over LTE (ViLTE), and data priority for Wireless Priority Service. More services may be added, such as to serve other public safety needs or organizations designated by the Department of Homeland Security for critical infrastructure. These services may affect the availability of network resources for broadband internet access services, which may be noticeable in times of congestion. Similarly, Wireless Priority Service traffic may preempt other traffic during times of extreme congestion, which means that, in rare cases, we may interrupt an active data or voice session to support public safety or critical infrastructure needs.
What do I need to know about video optimization?
Ultra Mobile uses streaming video optimization technology. Streaming video optimization improves overall data usage management of the network, resulting in greater network speeds and throughput for other customers using data because less network payload is dedicated to video. For customers on limited high-speed plans (i.e, non-Unlimited data plans), optimization also helps customers stretch their high-speed data while streaming video. For video that is not self-optimized by the video provider, we adjust the delivery rate for streaming video, which causes the video to be delivered in lower resolutions and to use less data.
Video optimization occurs only for data streams that are identified by the packet-core network as video or where the video provider has chosen to establish protocols to self-optimize its video. Some videos, like those consumed via VPN, Apple Private Relay, or while tethering, may be difficult to identify as video and therefore cannot be optimized. The streaming video optimization process applies to content identified as video, regardless of the content itself or the website that provides it. While many changes to streaming video files are likely to be indiscernible, the optimization process may impact the appearance of the streaming video as displayed on a user’s device. In some instances, video optimization may also identify and treat downloads of video files as if they were video streams. However, content providers may have the option to opt-in to a protocol to help identify video downloads to ensure they are not treated as streaming video.
Video streaming optimization, when connected to the cellular network, delivers a SD-quality (typically 480p up to 1.5 Mbps) video experience instead of a higher resolution version (e.g. HD, typically 1080p or Ultra HD, max 4K), which is better suited for larger screens. Video optimization is not applied when a device is using Wi-Fi to connect to a non-T-Mobile network.
What data plans does Ultra Mobile offer? Will my data be slowed on these plans?
Currently, Ultra Mobile offers mobile Broadband Internet Access Services for compatible smartphones and tablets over T-Mobile’s 4G LTE and 5G broadband networks. 5G and/or 4G LTE access requires a capable device and SIM within an appropriate coverage area. Your actual availability, speed, and coverage may vary. Each of our current, non-Unlimited data plans (e.g., our Talk & Text, 3GB, 5GB, 10GB, and 15GB Plans) features a designated allotment of high-speed data, after which your data speed may be reduced to 2G speeds (for most plans 128 Kbps) or your data access may be suspended for the remainder of the applicable monthly period, as described in Section 8.6 of the T&Cs (“Data Usage Level”). Certain Ultra Mobile customer service applications, such as the Ultra Mobile app and the Ultra Mobile Account Management portal, do not count against high-speed data allotments when detected by T-Mobile’s network. While T-Mobile continues to expand its network capacity, some network management for these scenarios is still required because very heavy data usage at times and places of competing network demands can affect the network performance for other customers.
Currently, we do not reduce data speeds on our Unlimited Plans (Unlimited and Unlimited+ Plans); however, as described above, Heavy Data Users (customers on our Unlimited Plans who use more 35GB of data in a month), will have their data usage prioritized below the data usage (including tethering) of other customers at times and at locations where there are competing customer demands for network resources, which may result in slower data speeds. For all Service plans, T-Mobile’s network may also reduce speeds during times of network congestion per their policies, and we or T-Mobile may reduce speeds for violation of our Terms & Conditions and/or Acceptable Use Policy.
What speeds and performance can Ultra Mobile-branded Broadband Internet Access Services customers expect? Where are these speeds available?
Many factors affect the speed and performance that customers experience, including but not limited to, network prioritization, the programs or services running on the device, proximity to a cell site, the capacity of the cell site, weather, 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, any high-speed data allotment, the rate plans or features you select, and uses that affect your network prioritization, such as whether you are using Mobile HotSpot (tethering). Customer devices may 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.
For the typical speeds and performance that customers can expect when using 5G and/or 4G LTE capable devices and SIMs within an appropriate coverage area over T-Mobile’s 5G and/or 4G LTE networks, subject to the factors described above and below, see the below sections.
Speed and Latency
Speed
The term “speed” is commonly used as a shorthand way to describe the rate 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 high-definition video streaming or transferring large data files are better experienced with higher data speeds.
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.
Based on T-Mobile’s published network management policy disclosures, and subject to the factors described above and below, Ultra Mobile expects Ultra Mobile customers with recent broadband-capable devices and qualifying service, to generally expect the following speeds and latency ranges on the 5G and/or 4G LTE networks. 5G and/or 4G LTE access requires a capable device and SIM within an appropriate coverage area. Your actual availability, speed, and coverage may vary:
5G Network
4G LTE Network
The ranges above represent network performance nationally on recent devices and may differ from future network conditions or from what you purchased as part of your current rate plan when you first activated it. As described above, your experience may also differ based on a number of factors.
To access a given network technology (e.g., low-band 5G), you must have a compatible device and be within the coverage area for that service (e.g., a low-band 5G device in a low-band 5G coverage area). Learn more about device capabilities by reviewing your user manual or find information about devices here. Devices operating on the nationwide 5G network may, in some areas, use both 4G and 5G signals and dynamically route traffic between the signals to support your connectivity. The network architecture providing dual connectivity could result in instances where your device indicates a 5G connection, even though you are temporarily utilizing only 4G. As 5G technology develops, devices will be able to experience direct and continuous 5G in more places.For more detailed information about Ultra Mobile’s Broadband Internet Access Services, please see our Plan Terms & Conditions, located at ultramobile.com/mobile-plans-terms-conditions/. For any additional questions regarding Ultra Mobile you may call our customer service department at (888) 777-0446.
Frequently asked questions
How can I see my plan’s Broadband Label?
Ultra Mobile provides Broadband Labels for plans that we currently offer to new consumer 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 on our plans page.
What security measures does Ultra Mobile use to protect its Broadband Internet Access Services?
Ultra Mobile takes the security of its network very seriously. Please refer to our T&Cs (including our Privacy Policy and AUP) for a list of precautions we may take to ensure security.
Does Ultra Mobile allow customers to use non- Ultra Mobile devices and applications for its Broadband Internet Access Services?
You must use a supported, compatible Device to access the Ultra Mobile network. Only certain phones and tablets are supported Devices. Ultra Mobile will provide you with a list of supported Devices upon your request. Modems, bypass, gateways, automated relay devices and any other Devices used for commercial or re-direction purposes are not supported Devices and violate our AUP. Failure to use a supported, compatible Device when accessing our network will result in immediate termination of your Service. You can find out more about Devices here.
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