Slow speeds with Global Plus ONE

  • 19 November 2018
  • 37 replies

Userlevel 3

Creating a new thread to see if we can get this answered.

Several users are experiencing slow speeds when on the Global Plus ONE plan - with this plan, there should be no throttling of international speeds.

@opkellyks​ and @brandonjhb


Best answer by internationalsam 23 November 2018, 14:16

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37 replies

Yes, exactly. At a technical level, TM tunnels all the international traffic through their own VPN back in the states. This is how the throttling is facilitated, the international carriers are not tasked with the speed of each individual TM customers.

If you cannot add a day pass online, use your Twitter account (or open a new one for this purpose) and DM T-Force, they are the only ones who even slightly know what’s going on. Specifically ask for Joel B or DJ Constable and say you would like a day pass for this reason. Note that every time you exhaust 512mb or 24 hours (whichever is first), youll have to request the old be manually removed and a new one added. They’ll waive these charges for you,  but it’s the only way right now.

This is not an an issue with the roaming partners, and has nothing to do with congestion. It’s just related to TM and something being configured improperly.

I just did a speed test and I am at least getting 3-4mb/s right now.  It’s an improvement from the 0.1mb/s I’ve been getting for the last few week. I’m currently in Thailand. 

Perhaps others who who have had issues should also try a speed test again. 

I meant to include an image in the message. Overall it looks like my line is not being throttled this morning.

Are you still abroad? Nothing needs to be sent to the phone; the reps that are not aware of this specific system issue will try to send various reset signals etc but those will not do anything. The problem is/was deeply rooted in how the new plan itself was provisioned; whatever system that is responsible for throttling international traffic erroneously grouped this plan in as well.

I am not sure how they disseminate known issues amongst the folks in T-Force but if your rep does not immediately acknowledge it as a known, system issue and attempts various (fruitless) troubleshooting measures, you may have luck referencing ticket 21612073.

Userlevel 3

I had a hunch that this was something provisioning related.  Introducing a new plan that wasn't fully baked yet - should have been executed better.  Anyway, glad that things seem to be resolved now.  I'll hold off on marking this question answered until we get a little more feedback.  Post back if you are still having issues.

The problem was the way the newly introduced plan was provisioned on their end. At a technical level, T-Mobile does not tell other carriers what speed to or to not throttle you at. It simply routes all data traffic through their own network via VPN, and then throttles accordingly. The original problem has since been fixed, so if you still have an issue it's likely unrelated.

You will likely see pigs take flight before you get T-Mobile to retroactively add you to a discontinued plan. It's not as easy as a code.. they simply don't allow it to happen. You can keep on trying, but I doubt anyone even has the authority or capability to add you to the unlimited plan, outside of their executive level support.

That is valuable information @internationalsam​. May be this is the root of the problem, when i looked up my IP Address it does not seem like i am using VPN from T-mobile, since i am not very familiar with VPN do you happen to know if i need to do something on my device? I am using unlocked ATT iPhone X, can this be a problem ?

Let me know if i can tag someone with better understanding of the issues, not T-mobile tech team please, all they do is ask me to perform some tasks, and then open a ticket, the engineering team says everything is okay and they close the ticket. More than money its the pain of not having data working, it think it was a mistake to switch

@jeffbharris​ not sure if the Google Fi is LTE or 3G while roaming, but my friend was getting anywhere between 5.5 to 20 mbps which is excellent compared to my 0.01, additionally the plan turns out to be cheaper if you are roaming they charge you $10 per mb only upto 6 gb or so for single line and $20 for talk/text to approx $90 with unlimited everything, i will be paying $45 for line and then another $50 for global plus 15GB which does not work 

Well, @wanderbug, the speed on Fi ultimately makes a difference when planning ahead. I've had an unlimited everywhere AT&T international SIM since 2008, @$70 a month (data only). Which has been great, considering I spend ore than half the month outsidethe US. I have been using it in a mifi so my iPhone and iDevices can share the love.

But, this SIM will never be more than HSPA+, due to the APN not being updated any more. So when 5g comes around in the next 12-24 months around the world, this SIM will even be further behind. As will GoogleFi if they don't up their internati al roaming to LTE, then 5g

The T-Mo global plan will keep up with the carriers latest speeds, so that's a consideration for staying with the most current speeds

Do you mind sharing what voice plan you have? I have same data feature of $69.99 but it I have $12.99 flat rate voice plan. Will be great to have just the data only plan. Is your data a plan to replace voice portion or is it a data as a feature?

@internationalsam Were they able to resolve it for you after filing the ticket? I have messaged them this screenshot and link to this thread and hopefully they can fix it for me too. If you have step by step guide or info that will be very helpful as I can get T-Force involved.

pfwarrior wrote:

@internationalsam Were they able to resolve it for you after filing the ticket? I have messaged them this screenshot and link to this thread and hopefully they can fix it for me too. If you have step by step guide or info that will be very helpful as I can get T-Force involved.

@pfwarrior​ This was a very specific issue that was strictly related to the way Global Plus plans were provisioned when they were first introduced in November 2018. It was widespread and impacted everyone who switched to this plan when it was announced. If you're currently experiencing data speed issues, it isn't related to this precise problem of the impropoper, mistaken throttling that this particular thread happens to be discussing. I don't doubt that you may be having speed issues abroad, but it isn't related to what this thread is addressing 11 months ago, as this very distinct problem was resolved on November 23 2018 for everyone.

@internationalsam​ Thank you for getting back to me. So basically I had exhausted all my hotspot data usage 5GB, after that speeds were literally crippling at 0.10 Mbps regardless of data being used on phone or as a hotspot. Multiple tickets were filed and each time, nothing wrong in the provisioning. i went to a neighboring country in Europe and sent T-Mobile message from twitter, the T-Force member then reached out to engineering team over the phone and that team refreshed all of the data counters on their end. This is the solution to it. Once they refreshed the data counters, it fixed the problems. Bamm speeds went from 0.10 mbps to 60+ Mbps.

So I hope this helps anyone else who faces this problem.

Thank you Jarvis for creating the new thread.

For TMO - it has also been frustrating in dealing with your “Experts” as I needed to educate all of them on what the Global Plus One package is. I was told by numerous “experts” that I should expect 2G speeds under my plan.

Userlevel 3

Some specific details:

  • Before migrating to Global Plus ONE, speeds were not throttled.  After applying the add-on, speeds ~100kbps.
  • International Day pass works fine for same Phone Location
  • Seen on iPhone XS in Hong Kong (210+ country, so should be no throttling)

This issue has been wildly frustrating. Glad this was recently indexed by Google and I hope other users who have Global Plus notice it too, since T-Mobile doesn’t seem to know what’s going on.

It appears anyone who who has added either the grandfathered Global Plus or the new Global Plus 15GB will be subjected to 128kbps throttled data at all times on the device. Adding a day pay does seem to alleviate the issue temporarily. Why it’s even possible to add a day pass feature on a Global Plus line is unclear.

Even stranger, hot spot data is not throttled. To any other customers experiencing this, T-Mobile will tell you they don’t see any throttling on your account, that there must be congestion or that it’s ultimately  to the carrier you’re roaming on. This is incorrect. It’s quite easy to tell when you’re being throttled to 128kbps with full LTE and it’s disappointing this misinformation is going around. Even a lot of folks in T-Force seem to not be aware of it. If they tell you this, explain that adding a day pass instantly fixes the problem so it’s not congestion.

Hopefully this gets sorted out soon. 

I am having this same issue with the consumer global plus one plan. I am in Rome currently and also brought my Project Fi phone as a back up. While I am not an expert, I believe they use the same roaming agreements. Below is a screenshot of the side by side speed tests. I contacted support yesterday and have not heard back, but am hoping the below will help out.

Userlevel 3

Thanks @internationalsam​ - good info.

@daskbrolock​ - thanks for the comparison.

I am not able to add a day pass on my account and have Global Plus

Keep adding to the thread, we need TMO team to get this sorted out!

Userlevel 3

My understanding is that international roaming does vpn back to the US, which may slow things down.  But if a day pass eliminates the problem and @internationalsam said, then surely it is network throttling.

Having the same trouble as well. I am in Italy and had added the Consumer Global plus one data add on and it was working perfectly for about a week. On November 16, 2018 is when I started getting 3G speeds which seemed like it was happening to everyone as well on the same day. The odd thing is that when I turn on my hotspot, my laptop is getting 90+mbps but my cellphone is only getting 3G speeds. This is also happening to my co workers who have T-mobile and the global data add on. I submitted a ticket the next day and received a reply today. This is what the tech rep has said:

"I have verified that the customer is properly provisioned for roaming data services and do not show them to have reached any data caps. In the usage logs I show roaming data uage that occurs after the ticket was filed. Please verify resolution with the customer. If the issues persist for specific roaming areaas advise the customer that we cannot guarantee service for a specific address in a roaming partners network. If the issues only occur with specific data services (such as internet access or email) but other data services are functional the issue is going to be with the device. Thank you."

My only problem with the reply is that the hotspot works but not my cell service data and that it is happening to 4 other people out here with me.

Userlevel 3

Here is the official plan info for Global Plus 15GB

I came up with a bit of a temporary workaround. if you use the "" APN you'll get full speeds. however that chows into your hotspot limit

Thanks - where can I change this?  i googled for an iPhone and it should be under “cellular data options” but don’t see it there.

i also have the Global One plan and have been receiving throttled speeds in Singapore, Malaysia, and Thailand. 

Userlevel 3

Thanks @brandonjhb​ - this means the normal APN ( must be the source of the throttling.

@chitown12​ - check out this article on how to set the APN - BYOD T-Mobile data & APN settings

I wonder if the IPV4 roaming protocol has something to do with it...

It looks like the throttle is off in Rome.[Image]