5G UltraWide Band

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5G Ultra Wide Band - FAQs

5G UWB is currently available only on our Warp 5G Unlimited All plan and is complimentary for now.

We're currently undergoing beta testing for 5G UWB and it's free for now, however, we will charge for it once it's fully launched.
If you're unable to find the answer to a customer's question here in this document, please escalate that question to your Shift Managers and let the customer know that we'll get back to them by the end of the day.
Please do not attempt any troubleshooting with customers for 5G UWB until 26th October 2021, please escalate all such cases to PSOMs and the QA team and log them in this sheet.

Before escalating any 5G UWB critical troubleshooting cases, please ensure you have performed the following actions:

  • Asked for their complete address -> To verify it on the coverage map and confirm if they have 5G UWB coverage.
  • Asked for their device model and IMEI -> To verify that the device has 5G UWB compatible.
  • Asked for screenshots of their current data speed using speedtest.net -> To confirm the speeds that they're essentially getting.
  • Check their SIM Page for high data usage -> To isolate the problem and confirm its 5G UWB.
  • Check their SIM Features for any throttles -> To isolate the problem and confirm its 5G UWB.
  • The customer has 5G selected as their network mode in their device settings, confirm through a screenshot if possible.
Internal Knowledge
Please do not share this information with the customers.
  • There will be no specific SIM features assigned for UWB.
  • The APNs will be the same for 5G UWB.
  • Our app will not show the option to purchase 5G UWB (Warp Speed) as an add-on.
  • 5G UWB will be automatically added if the customer updates their plan to Unlimited All, no changes have to be made from PSS or the customer's end.
  • 5G UWB has the same data caps as our regular Warp 5G Unlimited All plan, reduced speeds after 75 GBs.
  • This is not the same as priority data. On UltraWide Band, you get the highest priority but if you are in a congested area where there is no UWB coverage, the normal network speeds apply.
  • We're beta testing right now. We will be introducing special Warp Speed plans at some point this quarter.
If a customer wants to disable 5G UWB on Android:

Android devices have options to turn off UWB in the settings. If the UWB is turned on for the device, it will connect automatically with the 5G UWB. They can do it by going to their device settings and turning off 5G. They can also go on low battery mode to temporarily disable 5G.

If you notice any problematic trends like customers losing service - Please immediately escalate to your supervisor and ensure the customer that we will fix it on a priority basis.

Customer FAQs

This is the approved customer language around 5G UWB, if there are any further questions that you frequently receive from the customers, please share them with Amna Fareed.
5G UWB Concept

What is 5G UWB?

5G UWB makes use of an ultra-wide millimeter wave spectrum to deliver the best 5G experience with high-speed data. 5G UWB has a wide bandwidth, supports a number of devices, and delivers the fastest, most powerful 5G on the market today. To imagine Ultra-Wideband, picture a massive multi-lane freeway, with all sorts of vehicles traveling smoothly at high speeds within inches of each other. Sounds great, right?

Use Canned Response: 5G UWB introduction

How is UWB better?

​Well, Ultra-Wide Band’s speed and near-zero lag mean that we can expect increased performance for everyday activities, like multi-player gaming, high-def streaming, and video.

What’s the difference between 5G UWB and 5G nationwide?

5G UWB and 5G nationwide will essentially complement each other in providing high-speed data to all our customers. In areas where 5G UWB coverage is not available, US Mobile 5G nationwide will use a low-band spectrum to allow 4G and 5G to run simultaneously on devices. With this, we aim to provide US Mobile customers with wider coverage of 5G and improve their experience.

Use Canned Response: Difference between 5G nationwide and UWB
Networks

Is it available on both networks?

It's only available on our Warp 5G network for now and as long as you have a compatible device, you'll be good. Please share your device details and complete address with me so I can confirm compatibility and coverage for you? 😊

Is UWB available on GSM?

Unfortunately, for now, it's only available on our Warp 5G network. Do you mind checking it out?

Plans

Is it available on all plans? On which plans is UWB available?

Currently, we're only offering this on our Warp 5G Unlimited all plans however we'll be introducing some more Warp speed plans soon.

Risk-Free Trial

Is there any risk-free trial where I can try data speeds out before porting?

Of course, you can definitely try us out for the first two weeks and then make a decision. We rarely have customers return back to their OG carriers once they've boarded our rocket ship so I'm sure you'll love it too! We're here to help you out every step of the way.

Activation

Will I need a new SIM Card?

Nope, your current SIM Card will work fine.

Do I have to get in touch with customer support to activate it?

Nope, it's a very smooth and automatic process however if you're facing any issues, please always feel free to get in touch with us. We'll help you out.

Do I have to get a new plan?

Nope, if you're currently on the Unlimited All plan on our Warp 5G network, you don't have to worry about anything else. If you're on any other plans, then you'll be expected to update your plan and we'll help you out with it of course.

If I do not have access to UWB, but I have a 5G device, does it mean that I will not have 5G available?

Well even if you don't have access to 5G UWB, our ultrafast 5G Nationwide speeds will still be available for you so please don't worry about it. Do you mind sharing the reason why you can't access 5G UWB though? If it's something we can help you with, we'd love to.

Why I cannot see the UWB add-on on my dashboard?

Well, it's a complimentary add-on for all our Warp 5G Unlimited All customers and it's added automatically so please don't worry about that.

Billing

Will it cost me more? Is UWB a default feature, or there is an additional charge for UWB?

Oh, it's complimentary for all our Warp 5G Unlimited All customers, you don't have to pay anything extra.

What happens when I don’t get the desired speeds? Will I get a refund?

Of course, a refund is not an issue here however we'd love to help you out with your data speeds. I'm sure there's something we can do to fix that for you!

Throttling Policy and Data Speed

Are there any throttles?

Nope, no throttles at all. You might experience slightly reduced speeds after 7GB of data usage, but honestly, the difference is barely noticeable so you shouldn't be worried at all.

What will my speed be after throttles?

Well, the difference is barely noticeable so we might not be able to quantify it for you however I assure you that they're only slightly reduced.

What does it depend on? Compatibility or coverage?

Both actually, you should be in a 5G UWB coverage area and you should definitely have a compatible device to access 5G UWB.

Coverage

Is there any coverage map to check for 5G UWB coverage?

There's no coverage map available right now however if you don't mind sharing your current address with me, I'll be able to find it out for you!

Is UWB available in my location?

Well please share your current address and we'll be able to confirm that for you!

Device Compatibility

How will I check if my phone is compatible? What bands do I need?

If your phone is 5G compatible and has bands between 3.1GHz and 10.6 Ghz spectrum, then you should be able to access 5G.

Do you show on your website if my device supports UWB?

Our website will inform you about the overall compatibility of the device, however, you can reach out to our support team if you’d like to check if your device will be able to access 5G UWB. You can also read up more about it here.

Will I have to make any changes to my device settings? 

Nope, your current settings are good to go. If you're facing any problems, we'll be able to help you out with them.

On which devices is UWB available?

We've listed all compatible devices here in our blog, check it out and if there are any questions, please let me know.

List of Compatible Devices:

iPhones:

  • iPhone 13 Mini 
  • iPhone 13
  • iPhone 13 Pro
  • iPhone 13 Pro Max
  • iPhone 12 Mini 
  • iPhone 12
  • iPhone 12 Pro
  • iPhone 12 Pro Max

Samsung:

  • Samsung Galaxy Z Fold 3 5G
  • Samsung Galaxy Z Flip 3 5G
  • Samsung Galaxy Note20 Ultra 5G
  • Samsung Galaxy S21 5G
  • Samsung Galaxy S21+ 5G
  • Samsung Galaxy S21 Ultra 5G
  • Samsung Galaxy A42 5G

Pixel:

  • Pixel 5
  • Pixel 5a

Motorola

  • Motorola Edge 5G UW
  • Motorola Edge+
  • Motorola One 5G UW

OnePlus:

  • OnePlus 8 5G

Nokia:

  • Nokia 8 V 5G UW

TCL:

  • TCL 10 5G UW

Others:

  • Kyocera Dura Force Ultra

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