Network and customers
We live in a digital world. During leisure hours and work time, for families and friends, at home and on the go, in the city and in the country, the T-Mobile network ensures reliable connections around the clock, 365 days a year. We are especially proud to have been chosen by our customers as the “Most Popular Mobile Operator in Austria” for the fifth time in 2018 (Connect reader poll). Our LTE network reaches 97% of the population. In 2017, we transferred 86% more data than in the previous year. Not only are we increasingly connecting our network with people, but we are also paving the way for the Internet of Things: for controlling machines, watering gardens and fields, or connecting vehicles.
Connecting what belongs together.
We connect you with the future.Mobile communications are the reliable pioneers of digitalisation. They satisfy our society’s growing demand for data and provide new ways to make our both our professional and private everyday lives easier and more comfortable. The digital transformation is happening at an enormous pace: In 2016 alone, the volume of data transferred within the T-Mobile Austria network grew by 86% to 313,503 terabytes in comparison with the previous year. Between 2010 and 2017, our customers increased their annual data volume by an unbelievable 6,545%.
An increasing volume of company data and processes is being migrated from in-house computers to the Cloud. This enables employees to carry out their work more flexibly and efficiently.
These new opportunities constantly place new demands on infrastructure and require fast broadband access from every conceivable location. Performance and speed must not come at exorbitant prices. Fair access to the digitalised world and its opportunities should be a possibility for everyone and this is something we play close attention to.
LTE for everyone: Through further expansion, we are satisfying our society’s hunger for data.168,393 terabytes in 2016: This figure corresponds to the unbelievable amount of around 100 million HD-quality feature films. To be able to transfer this volume of data sustainably, we rely on the latest mobile technology, LTE. In 2016, we reached de facto full coverage, covering 97% of the population. So that everyone can enjoy equal participation in the data society, we made this accessible to all customers at no extra cost in 2016. In 2017, expansion will continue at an accelerated rate in order to increase capacity and connection speeds.
LTE (“Long Term Evolution”, also known as “4G” for the fourth generation of mobile communications) is the engine of digitalisation, as the future requires fast and capable infrastructure. As early as 2009, T-Mobile established a fully-functional LTE network of 60 wireless stations in Innsbruck, which was the first commercial LTE network within the Deutsche Telekom group. At the end of 2016, LTE coverage achieved de facto full coverage of 97% of the Austrian population.
In addition, our 2G (GSM) and 3G (UMTS/HSPA) networks form a reliable backbone in areas not yet covered by LTE: remote areas or deep inside buildings without their own internal coverage. We are also able to guarantee that customers will continue to be able to use older phone models – a further contribution to handling resources economically.
One way to increase this capacity is by raising the maximum connection speed between transmitters and receivers. This is usually still up to 150 megabits per second, which is shared by several users in one cell. We are currently upgrading our stations to a transmission speed of up to 250 megabits per second, and the next step will take this up to 600 megabits per second. As the leading mobile operator in Austria, we already demonstrated transmissions of close to 2 gigabits per second in autumn 2016. Along with greater maximum performance, the main benefit is being able to reliably supply a variety of users at once.
Street-specific details on the availability of our LTE network (as well as of the 2G and 3G networks) can be found on our continually updated website at www.t-mobile.at/netz.
HomeNet transforms every location into a hotspot.
An alternative to waiting for a technician and tediously laying down cables is available: HomeNet. Our mobile broadband for use at home, in the office, or in the classroom provides you with reliable performance at any location.
There is one further advantage: It can also be independent from your location as required. Whether for your second home at the weekend, holiday accommodation, seminar rooms or events: Simply plug it in and the whole world is effectively your hotspot.
At the end of 2017 T-Mobile announced the take over of UPC Austria. This take over was approved by the EU Commission during the time this report was published at the end of July 2018. With the ultra fast fibre-optic network from UPC, T-Mobile will become a truely integrated convergent operator for mobile and fixed broadband, telephony and entertainment. At first nothing will change for the customers of both companies. The first combined products alongside a new brand experience will be launched that the beginning of 2019.
To find out more on the merger of T-Mobile Austria and UPC Austria please visit the website https://www.t-mobile.at/upc
The Internet of Things is at home in our network.Round-the-clock broadband internet in every location is the precondition for the Internet of Things (IoT). An empty drink vending machine that needs to be refilled, devices that require maintenance, cars that call emergency services in the event of a breakdown, gardens that are watered according to ground moisture and weather conditions: Machine-to-Machine communication (M2M) allows anything to be connected with everything. In the first quarter of 2018, T-Mobile Austria had almost two million SIM card within their network for worldwide IoT use.
Shortly before a cow gives birth to her calf, the animal sends an SMS to the farmer so that he can be there to help her. This is not a modern-day fairy tale, but a reality: the cow wears a collar that measures their vital data and notifies the breeder of any anomalies, so that they no longer have to spend hours waiting beside the animal for the new arrival. In a large breeding operation with several hundred animals, this means that a lot can be saved in terms of time, resources, and ultimately, money.
The list of M2M (Machine-to-machine communication) applications which make up the Internet of Things is endless. Car-sharing for large cities to tackle growing traffic rates by using fewer vehicles. Optimising the use of vehicle fleets with location information. Cars that report their operating information to the workshop for servicing purposes. And in just a few years, self-driving cars.
When equipped with a SIM card, almost all machines, devices, and other things can enhance their benefits to us, offer completely new services, conserve resources in many cases, and reduce environmental pollution.
T-Mobile Austria is at the forefront of this: as a hub for cross-border offers within the Deutsche Telekom group. We benefit from the innovative power and wide-ranging research and development work of our parent group. This strength is also the basis for confronting new security challenges brought about by the Internet of Things. In many cases, these solutions are implemented in the energy, automobile, and health industries on T-Mobile Austria’s M2M platform. In the first quarter of 2018 we had two million M2M cards in use all over the world.
Because the IoT is becoming ever more important, T-Mobile Austria will provide a separate network for it from 2017 onwards: narrowband IoT, abbreviated to NB IoT. This especially guarantees reliability for often critical data transmissions which do not actually require a lot of “space” within the network. NB IoT saves receivers a lot of energy and allows small sensors and communication units to be equipped with a battery that lasts many years. One possible application installed as an example in front of the T-Center is the "Parking attendant", featuring sensors embedded into the ground which report whether a parking space is free or occupied.
We are already working on 5G technology to connect you at lightning-speed within the next decade.Mobile communications networks are the (almost) invisible cathedrals of the 21st century. Establishing the best network is a never-ending story: While we are working at high pressure to bring LTE to the most remote areas of Austria, engineers are already developing the future of broadband internet - the 5G communication standard.
5G builds on the current LTE standard and will drastically improve performance – connection speeds from one gigabit per second - in order to meet increasing customer demands. For example, on-demand video: On the one hand, the use of video streaming is growing, while on the other hand videos will experience a leap in quality from HD (high definition) to UltraHD in the next few years – and this alone will entail a multiplied growth of data volume .
One special feature of 5G will be the reduction of the so-called lag time – that is, the time that passes between a request to the network and its response – from currently 30 or more milliseconds to under one millisecond. These extremely short lag times are vital for new applications for autonomous vehicles or telemedicine: for example, by ensuring that a vehicle brakes as soon as possible when it recognises a critical situation, or that a surgeon can perform remote operations.
You can find out more about the development of 5G at Deutsche Telekom’s 5G Haus website: https://www.telekom.com/5g-haus.
Special responsibility for health.T-Mobile is aware of its special responsibility towards its customers and the environment. Therefore, for all base stations, we guarantee compliance with the international personal protection values set out by the World Health Organisation (WHO), as well as by the EU in publicly accessible areas.
In order to address any large or small concerns about possible adverse effects on health caused by mobile telecommunications, T-Mobile Austria has kept abreast of the most comprehensive and transparent information available on the current status of developments in technology and health since the beginning of its business activities.
SAR is short for “specific absorption rate”. It is the measurement for the absorption of electromagnetic energy that is converted into body heat. The SAR value is expressed in watts per kilogram of body mass (watt/kg). The partial body limit for electromagnetic fields emitted at head height when using a mobile phone is 2 watts/kg. The partial body limit also takes the theoretical maximum into account: Phone users can use their devices 24 hours a day and seven days a week without any impairment to their health. You can find out more here.
Electromagnetic Compatibility (EMC)
Technical devices must not influence each other. Corresponding European norms, such as EN 55014 for household devices or EN 55020 for radios, guarantee the requirements for their proper functioning even with electromagnetic influences. Household devices conforming to these standards, such as televisions, hi-fi systems, radios, radio alarm clocks, computers, or microwaves are not disturbed by base stations. No conclusions concerning human health may be drawn from information about the interaction between technical devices, as the human organism possesses very good effective regulatory and protective mechanisms.
Many national and international organisations provide extensive information on the subject of phones and health:
- SCENIHR (advisory board of the EU Commission)
- Research Centre for Bioelectromagnetic Interaction Aachen (FEMU)
- International Commission on Non-Ionising Radiation Protection (ICNIRP)
- Scientific Advisory Board on Radio (WBF)
- Forum Mobilkommunikation Austria, FMK Measurements Brochure
- Informationszentrum Mobilfunk Germany
- Mobile Manufacturers Forum
- Austrian Research Seibersdorf
- Brochures on Mobile Telecommunications and Technology and Health
Our employees constantly receive up-to-date training and current information concerning electromagnetic radiation. This allows them to provide you with information about our provisions for a safe network operation. A specialist team is available to answer any questions concerning these matters at email@example.com at any time.
Our promise to customers: Loyalty matters.Austria represents one of the craziest mobile communications markets in the world. Tough competition has led to prices that are among the lowest in the EU. However, in doing so, providers have often lost sight of their customers: To gain new customers, they offer them better deals than their loyal, long-standing customers. T-Mobile broke this traditional rule of the market in 2016. Loyalty matters: Our loyal customers receive the same reasonable offers as new ones. This campaign is just one part of our “As-you-like principle”, where we prioritise the wishes of our customers.
These are just a few of the components of the offer we call the “As-you-like principle” and from which our customers can choose from as they like.
Trying things out for yourself is the most convincing method: The T-Mobile network undergoes the acid test of customer testing.We are, of course, proud to be the recipient of commendations such as “Very Good” for our mobile network (Connect Test 2012, 2013, 2014, 2015, 2016, 2017) or “Most Popular Mobile Operator” (Connect Reader Poll 2014, 2015, 2016, 2017, 2018). The real acid test for the T-Mobile network is, however, personal experience. To test this, we give our customers a two-week right of return so that they can judge the quality of our network for themselves.
The reliability and performance of our LTE network is even transporting astronauts to Mars - in the analogue Mars simulations of the Austrian Space Forum (ÖWF). Since 2011, T-Mobile has been a technological partner of this “Citizen Science” project, where scientists, students, and space enthusiasts lay the foundations for a future Mars mission. There, the Mission Support Centre of the ÖWF is connected to a data network via LTE. Thanks to this, vital information about each Mars mission is transmitted – astronauts’ video feeds, bodily data, instructions, and controls. Simulated Mars missions take place, for example, in Spain’s Rio Tinto, the Moroccan desert, and on the Kaunertal glacier in Tyrol. At the beginning of 2018, there will be a return to “Mars”: In the Oman desert.
Good customer relations require an open ear.We can only offer our customers first-class service if we listen to them. We respond to an average of 381.822 requests from T-Mobile and tele.ring customers on a monthly basis, adding up to an incredible 4.581.863 requests in just one year (2017). By phone, in the shop, in online forums, or social media such as Facebook and Twitter, whatever our customers prefer. And 14 million times a year, our customers receive assistance in our forums, on the personal MyT or Mytele.ring portals, on our Handyhilfe (Phone support) website, or from “Tinka”, our virtual assistant.
And frankly, some calls and online comments can be unpleasant because something has gone wrong. Paradoxically, the unpleasant feedback is often the most important. It teaches us how to improve. “The Most Popular Mobile Operator in Austria” is therefore an award that we are especially proud of. In 2016, we received this award via a reader poll by the renowned trade magazine Connect for the fourth time in a row.
Other awards for our customer orientation that we were delighted to receive in 2017:
We were the only mobile operator in Austria to receive a “Very Good” (Connect) for our hotline and achieved the second highest score in the German-speaking region for the second time in a row. T-Mobile was awarded first place with the best service by the magazine“KONSUMEMT”. And in the annual report by the regulation authority RTR, T-Mobile achieved a record with the lowest number of complaints among all mobile operators.
In 2017, we used a range of innovations to further improve our services. Our online virtual assistant “Tinka” knows the answer to countless questions asked by our customers and is constantly learning more.
For us, customer orientation also means providing support with issues that are not directly related to our network and services at T-Mobile. Our online Handyhilfe (phone support) website includes information on (almost) any issue concerning phones, as well as our regularly live social media show #ATA, Ask T-Mobile Anything.
Sometimes, it is simply about boosting the mood in tedious situations. Our “Christmas helpers” did this once again in 2017 - our colleagues from the T-Mobile office, who voluntarily help out in our shops by providing coffee, biscuits, and entertainment during the run-up to Christmas and helping our customers get through longer waiting times...
A personal 24/7 customer advisor for 24/7 companies.Businesses depend on being reliably available at any time. We know that all too well. Whether you are a self-employed entrepreneur or a corporation, we are here to help. As a business customer, you can easily order our 24/7 support and we will be glad to provide you with a personal advisor who will almost be a part of your company.
If you are opening a nursery, then you need to be permanently reachable by phone. If you are founding an installation company, then all employees need to be connected via the network. There are plenty of situations where connections have to function smoothly. We have expanded our business offers to take these worries away from our customers. As a result, we are available to provide service and support to our business customers 24 hours a day as required, even on Sundays and holidays. And if our customers want to feel completely at ease, they can simply arrange for a personal advisor who knows all the specific requirements and can tailor suitable solutions. Naturally, this offer applies to companies of any size, from sole traders to Austria’s top 100.
Always the best connection for you: It makes no difference to us how small or large a company is.Around 60,000 local companies, from the largest in Austria’s top 100 to start-ups and sole entrepreneurs, rely on T-Mobile to provide them with the best connection. As a business partner for information and communication services, T-Mobile offers flexible business solutions and a first-class service around the clock as required.
When it comes to businesses, T-Mobile therefore assumes the role of a comprehensive communications provider. Jointly with our sister company T-System, we are able to offer a portfolio of solutions which also meet highly complex demands relating to Cloud services, e-mobility, and e-health.
Mobile device management is available for in-house mobile devices within a company and ensures the security and efficient administration of the devices used. Our all-in communication replaces conventional telephone systems with a cloud-based solution which integrates smartphones and can provide stationary phone devices with new functions at any time as required.
The most important thing: We are there for you whenever you need us. If required, companies can reach our technical and services hotline at any time, 365 days a year.
Our strict data protection guarantees the security of your personal information.
Our customers and the public rightly expect us to deal with the information entrusted to us by our business partners, customers, and employees with care. And we do our best not only to fulfil this expectation, but to further the trust placed in us.
Data Privacy Officer
In order to guarantee the supervision of data protection in all areas of business, T-Mobile Austria appointed a separate Data Privacy Officer in 2016, who reports directly to management within their role.
Our measures for data protection include encrypting communication within our mobile network at both ends, from the communications station to the heart of our telephone network and back. To protect our customers from phishing emails, all our electronic invoices have a digital signature to facilitate the verification of the sender.
The T-Mobile business (0676 Blog) regularly publishes articles about security. The Kids Blog by T-Mobile includes reports on online safety tips for children, young people, teachers, and parents.
We are available to assist our customers with products as well as provide support on data protection and online safety in both private and professional environments. This includes our Internetschutz product, developed in cooperation with Austrian start-up Cyan. Since its successful implementation in Austria, this web protection service has also been used in a number of our sister companies.
Security also includes keeping our customers safe from unwanted high bills. Here, there are many different options: The apps “My T-Mobile” and “My tele.ring”, as well as our online self-service allow customers to review their costs. Inclusive tariffs prevent additional costs when your data consumption exceeds your package allowance. With the other tariffs, the statutory limit of €60 for additional costs for data applies. For roaming, we offer flat-rate packages such as Travel & Surf, where there is no risk of exceeding costs. Prepaid cards set clear, self-determined expenditure frameworks without registration or binding contracts.
The use of value-added services, purchase of digital goods such as ring tones, international calls, or roaming can be blocked at any time. Through a two-step confirmation process when buying digital goods, where customers are expressly warned about costs before ordering, we have ensured that such services cannot be activated accidentally but instead via simple confirmations such as replying “Yes” to short texts.
Trust is the foundation of digitalisation and trust is dependent on transparency. For this reason, since 2014, Deutsche Telekom has published how many monitoring measures they have had to facilitate in Germany, as well as the nature and extent of information disclosed to security authorities. An international transparency report for all national subsidiaries of Deutsche Telekom is now available for the first time.
Digital signatures ensure the authenticity of email bills from T-Mobile and tele.ring.The threat to online users through phishing emails, disguised as alleged bills, has strongly increased in recent years. Therefore, to provide customers with security about the authenticity of their email invoices, T-Mobile and tele.ring have been using a digital signature since mid-2015.
Therefore since August 2015, T-Mobile only sends out email invoices to T-Mobile and tele.ring customers that feature a digital signature.
Like a conventional signature, a digital signature confirms that the signed email actually originates from the specified sender. Signed emails can be identified by a corresponding symbol in the email programme. Electronic information is attached to the document and can only be generated by the authorised sender (signatory).
The automatic evaluation by the email programme ensures that the sender’s identity is correct and that the electronically transmitted data has not been altered. If the signature symbol within the email programme is clicked on, additional information concerning the digital signature and therefore the verified sender of the message is displayed.
Thanks to Kinderschutz, parents can provide their children with a guardian angel in the online world.Mobile communication and digital media have introduced a new challenge to parents: finding the right way to access the digital world with their children. T-Mobile supports parents in this endeavour with #Kinderschutz. This allows the child’s smartphone to be controlled via an app on the parent’s phone.
With Kinderschutz, you can replace general search engines with a child-appropriate web directory.
Kinderschutz supports parents without of course being a substitute for a conversation about using smartphones and the like sensibly. That is why T-Mobile has worked with other mobile operators to develop the “Children’s Phone Code”: This is a manual on phone use for children and young people which provides information on how young users can protect themselves from unwanted content.
If you find any online content relating to child sexual abuse, then please download the free and anonymous smartphone app from INHOPE onto your phone and report the indecent content there. On Stopline, you can make a report - also anonymously - if you see any child-pornographic or national-socialist material.
You can find more information at INHOPE and Stopline.
On the Kids’ Blog by T-Mobile, you will find tips and tricks for improving “Online safety”.
Fair & Secure: A replacement phone within one working day.With the T-Mobile Fair&Secure protection package, we work with the world leading insurance provider Square Trade to provide you with the best possible support in cases of damage, theft, and misuse. We also provide an express replacement device so that you can stay well-connected.
For the sake of fairness, the insurance price is graded according to the price of the device, and you decide for yourself what you need and how you want to be insured.