FAQ

In order to terminate your contract, please send us a signed termination letter.

Shortly before the expiration of your service, you will be informed by T-Mobile. At this time, you can purchase a new product based on the then applicable terms and tariffs. The new period will start after the previous period of use expires. Note: contract extension is not supported on IoT Easy Connect Start.

You can reactivate your SIM cards within 12 months after the expiration date. After this grace period, if no new tariff has been ordered, the contract will be terminated and the SIM card becomes unusable.

Yes, it is possible to create several user accounts in the IoT Easy Connect Portal and assign them different roles or permissions. The tab ’User‘ in the portal allows the original owner of the customer account to create and manage new users. The following roles are available in the portal:

• Owner: This is the original user of the account and cannot be changed. This role can take full advantage of all functions and manage administrators and users. The role ’Owner‘ can be assigned to a newly added user.
• Admin: The ’Admin‘ role has all rights (including API access) and can manage the account as well as create and delete users.
• User: The ’User‘ role can see all the details in the portal and manage SIM cards, but cannot initiate new orders or top-up the cards.
• API User: The ’API user‘ role is designed to use the REST API on the API web page interface or applications directly over HTTPs, and defines the API client credentials for application access. Usage requires the specification of individual OAuth2 client id and client credentials.

To create new users, the following information is required: First and last name, e-mail address (used as login) and desired role. API users have the customer account number as prefix in the specified client_credential. 

After creating a new user, an e-mail will be sent to the new e-mail address to set a new password for the portal. For API users, the exception is that client credential must be specified when setting up a new user.

If you have lost one of your SIM cards, please inform our customer service immediately.

To reset your password, please use the ’Forgot password‘ link on the portal logon page. You will receive an e-mail with a login link and further instructions.

The e-mail to reset your password may be in your e-mail SPAM folder, please check this first. If you still have not received the e-mail, please contact our customer service to verify your e-mail address.

The link ’reset password‘ is only valid for 60 minutes. To reset the password again, please use the link ’Forgot password‘ one more time. You will receive another link to the registered e-mail address.

You can change your password at any time. However, if this is not sufficient, please contact the customer support team and submit the required documents for verification.

To login to the portal, please use the e-mail address linked to your user data, not the e-mail address belonging to the customer data.

During the ordering process customers will be asked to enter the VAT ID (two-digit country code XX and XX digit number). For Dutch customers and business customers without VAT-ID the invoice will always be issued with VAT.

Once the order is placed, a confirmation will be sent to the e-mail address that you entered during registration. Please check your e-mail address and the correct spelling in the portal. Please also check your SPAM folder.

Before blocking the IoT Easy Connect SIM card we sent an e-mail informing you about the deactivation and the reason for deactivation. This e-mail provides all relevant information.

For top-up T-Mobile offers the following payment options:

• iDeal payment (direct debit)
• Credit card payment

The minimum order quantity for IoT Easy Connect SIM cards (TripleSIM) is 5 cards.

IoT Easy Connect is only for business customers therefore we always include VAT on the invoice. If you do not have a VAT ID, you can specify this on our ordering page.

An order will always be delivered after a successful payment. If your SIM cards are not delivered within usual post delivery times, please contact our customer support team.

To keep the price low , this product does not support traditional billing methods which incur overhead costs. You can pay for SIM cards and top-ups online with iDeal or a credit card. Alternatively, you may choose to make an advance payment via bank transfer. You will have 14 days to pay the bill.

Please use the tracking number to check who has accepted the delivery.

You may enter additional details about delivery in the delivery options when ordering in the portal.

If the goods are damaged, please take photographs of the damaged goods first and immediately contact our customer service.

Please contact the customer service if you want to change your order.

Unfortunately, you cannot change the order quantity after placing your order, because it is already being processed. However, you can place a new order to balance out the difference.

Yes, the consumed data volume is measured and deducted with an accuracy of 1 KByte. Both overhead data resulting from the use of the respective protocols, such as UDP or TCP, and the actual payload data are included in the usage calculations. All transport data between the device, modem and applications are counted. This includes both uplink and downlink data packages.

The VAT ID is necessary for the exchange of goods and services within the EU. For the time being, the products will only be sold to customers with their office registered in The Netherlands with a delivery address in The Netherlands.

For Dutch customers there will be no consequences if the VAT number is missing. Because T-Mobile is located in The Netherlands all invoices to Dutch customers include Dutch VAT.

The data shown on the invoice corresponds with the data stored in the selfcare portal. Please verify your invoice with the information shown in the portal.

For a copy of your invoice please log in to the selfcare portal, go to the tab ’Orders‘and download your invoice.

The invoice is provided as a PDF file and you need Adobe Reader to open this format. You can get Adobe for free by entering the following link in your browser: https://get.adobe.com/nl/reader. Once you have installed Adobe, please log in on the portal, go to the ’Orders’" tab and download your invoice.

If you haven't received an invoice or a confirmation, please check whether your order has been accepted. If the order is visible in your customer account, please verify that the e-mail address and correct this e-mail address, if necessary. Hereafter you can download your invoice from the portal.

Data consumption is measured with a resolution of 1KByte and the data volume will be invoiced exactly by byte.

You will receive a plastic 3-in-1 SIM card with form factors 2FF, 3FF, 4FF (mini, micro & nano).

No, voice service is not included in the IoT Easy Connect products. These IoT products only support data and SMS services.

Yes, this is possible for the IoT Easy Connect and IoT Easy Connect Low Power products aAdditional data credit can be purchased very easily. You can purchase a top-up that will increase your data and SMS credits on your SIM card. The original validity period of the SIM card remains unaffected. For each SIM card that consumes 80% of the data volume, you automatically receive a message notifying you about the consumption level. Note: topping up is not supported for IoT Easy Connect Start.

If the data credit of a SIM card is used up before the end of the SIM card validity period, the card remains active. However, the device using the SIM card cannot communicate without data credit. Until the end of the SIM card validity period, you can purchase a top-up to increase your data & SMS credits. If you do not top-up your data credit then the SIM card will be deactivated automatically after a grace period of 12 months after the end of the SIM card validity period. Note: topping up is not supported for IoT Easy Connect Start

SIM cards that do not send or receive data for an extended period remain active. If the SIM card validity period has expired and the SIM card has not been topped-up within the following 12 months, T-Mobile will terminate the individual contract and deactivate the SIM card.

Our IoT Easy Connect portfolio offers 4 Low Power (LPWA IoT) and 3 regular IoT product options.

Yes, IoT Easy Connect SIM cards offer steered roaming exclusively. In a given roaming country at least two preferred partner networks (roaming mobile operators) are offered per country.

Yes, our IoT Easy Connect SIM cards support seamless cross-border connectivity. However, this only works with the 2G, 3G and 4G connectivity. The NB-IoT technology does not support the so-called ’seamless cell handover’", i.e. the seamless data flow during radio cell change. In this case the connection breaks down and has to reboot. Because NB-IoT is a messaging service with small amounts of data per message this should not be an issue in practice. Please also consider that LTE-M and NB-IoT are currently supported in a limited amount of countries. Please check our website regularly for updates reagarding international roaming with LTE-M and NB-IoT in other countries.

Unfortunately, no. This product is exclusively offered to the business market and is not available for private persons.

Unfortunately, no. This product is exclusively offered to the business market and is not available for private persons.

You can purchase and use any product variant of IoT Easy Connect offered through our online shop. If you are specifically interested in testing NB-IoT, we have our IoT Easy Connect Start offering for you. The terms and conditions are limited but ideally designed for orientation and testing purposes. NB-IoT is free of charge in this offering.

Yes, you may modify the configuration so your SIM will, for example, only use 4G connectivity.

The IoT Easy Connect SIM card are 3-in-1 SIM cards. Therefore, no format selection is offered during ordering.

An IoT Easy Connect SIM card is always linked to a certain account. If you have multiple accounts, then please check all your accounts to find the respective SIM card.

All SIM cards can be individually managed and set to inactive via the IoT Easy Connect selfcare portal.

All details on the specifications of the SIM cards are listed in the service specification.

Please check the technical specifications for IoT Easy Connect on our website or in the download area of the portal.

When selecting ’Lock IMEI at first connection‘ the IMEI-Lock is already prepared within the system. With the first network connection this SIM will be locked to the IMEI of the device it is used in. After this, this SIM cannot be used in another device, as long as the IMEI-Lock is active.

Yes, IoT Easy Connect supports data and SMS connectivity. The SIM cards have both a data and a SMS credit for this. In general, most application data will be sent via the data channel. Sometimes SMS messages are used as a method for so-called wake-ups. A SMS message will be sent from the application server to the device (Mobile Terminated SMS). The number of SMS available per month is tied to the SIM card, i.e. the credit cannot be transferred to other cards (pooling). Unused SMS credit will expire and will not be credited to you.

It is assumed that especially for the Internet of Things, low bandwidth is sufficient for many use cases. LTE-M and NB-IoT technologies both support battery powered devices unlike regular data connectivity over 2G, 3G and 4G networks. LTE-M and NB-IoT both offer better indoor network coverage when compared to regular data connectivity over 2G, 3G and 4G networks. LTE-M supports has higher bandwidth, lower latency and higher data rates compared to NB-IoT. On the other hand NB-IoT offers even longer battery life and better indoor coverage compared to LTE-M. In other words, it is the bundle of LTE-M’s strengths that makes this technology unique and relevant to satisfy customer or operator needs that could otherwise not be met by either regular data connectivity on 2G, 3G or 4G networks or NB-IoT.

Yes, LTE-M supports inter cell handovers.

In general, the new data bundle is activated within 60 minutes upon receipt of the payment. For payments up to EUR 5,000.00, we recommend to you to use iDeal or a credit card. Due to security reasons, payments in excess of EUR 5,000.00 can only be made via bank transfer. However, payment by bank transfer does not result in an immediate top-up of your data and SMS credits. In that case the top-up will happen after the administrative processing has been completed.

You can purchase a top-up in the portal. This will increase your data and SMS credits for your SIM card. Note: topping up is not supported for IoT Easy Connect Start.

Your data- and SMS credits remain valid throughout the full contract period (60 months and 12 months for IoT Easy Connect Start). After this period your contact, data and SMS credits will expire all together.

No, any remaining data and SMS credits will expire after the initial contract period of 60 months and12 months for IoT Easy Connect Start.

Your SIM card will be active and usable during the full contract period of 60 months and12 months for IoT Easy Connect Start. Towards the end of this period T-Mobile will offer you a contract renewal, only for connections with IoT Easy Connect or IoT Easy connect Low Power You may consider this offer for a period of up to 12 months after the initial contract period – for total period 60+12 months. All remaining data and SMS credits will expire after the initial contract period. After the contract period you cannot use the SIM card unless you renew your contract. However, the SIM remains valid for a period of 12 months after the initial contract expires after 60 months. Upon contract renewal you can use your SIM card again together with the new data and SMS credits. If you renew your contract before the current contract period expires then the new contract period will start seamlessly upon the previous contract period.

Yes, but this does not come standard with IoT Easy Connect. Please contact customer support for a quote. Customers with higher security requirements can optionally use the IPsec protocol together with one of the IoT Easy Connect products. The setup & configuration of IPsec is a custom request and involves a separate purchase and lead-time.

IoT Easy Connect offers a service called ’Data Streams‘. The Data Stream service allows you to subscribe to real-time Event and Usage Data for all SIM cards by pushing data directly to the customer server or an already integrated cloud service such as AWS Kinesis, DataDog or Keen.io. Currently the Data Stream service allows for three individual streams (Usage Data, Events and Usage Data & Events), which can be managed via the IoT Easy Connect portal.

T-Mobile offers a REST API that allows customers to integrate all the relevant functions for managing, controlling and monitoring IoT Easy Connect SIM cards from an external system. Information about the API is available on the IoT Easy Connect portal.

The OpenVPN client needs to be operated on the computer that will receive data from the devices (devices that build up data connections via IoT Easy Connect SIM cards). A detailed explanation of the installation of the OpenVPN client can be found in the portal under the ’Settings‘ tab.

The OpenVPN client establishes a connection to the network and enables secure data transmission from the devices to the customer server and vice versa.

When you set up a data stream in the IoT Easy Connect portal, you must first specify the type of data stream that your use-case requires - either event-based, or steady data stream or a combination of both. You can also choose to retrieve historical data. In doing so, the platform will send the selected customer data up to 20 days retroactively, resulting in a noticeable delay until live data will be transferred. An activated and configured stream will be enabled immediately, and performance can be monitored. The current remote status is displayed in the IoT Easy portal as http-encoded status from the remote side. As soon as a 200 (OK) is displayed, the data stream is operating correctly. If the receiver is not reachable or the configuration has not been set up correctly, a 500 error code will be shown.

In the IoT Easy Connect portal, the stream can be paused at any time using the buttons next to the configuration.

For setting up the data streams via Rest API or Rest API in bulk mode, an API callback is necessary. The IoT Easy Connect Data Stream behaves like an HTTP client and needs a corresponding HTTP server to process the requests. Each message sent includes an array of one or more objects.

T-Mobile uses LTE band 8 for NB-IoT communication. The NB-IoT module (e.g. the Quectel BG96) has to be configured to the band 8 with the following AT-Command: AT + QCFG = "band", 0,0,80,1. Additionally you need to assign the T-Mobile Netherlands network (20416) as follows: AT + COPS = 1,2, "20416", 9

A detailed step-by-step guide is available on the tab ’Settings‘ in the IoT Easy Connect Portal.

It is basically possible to change from VPN to IPsec. To do this, please contact the customer support team or ask your question in our IoT community. Note: IPSec is a custom request and needs to be quoted with a project price and leadtime.

When setting up the VPN, the correct ’credentials.txt‘-file needs to be used. This data is available in the IoT Easy Connect portal.

You can find information about the API in a document for download in the IoT Easy Connect portal.

NB-IoT does not allow a continuous connection when switching radio cells. It has to reconnect every time it changes the radio cell.

The APN address can be found under the 'Settings' tab of in the IoT Easy Connect portal.

You may change the operating system selection at any time in the IoT Easy Connect portal.

You can check the status and see how much volume has been used in the IoT Easy Connect portal. Please note that when using certain access technologies, such as NB-IoT, the connection will terminate when changing radio cells.

Only one VPN token is available per account.

T-Mobile provides a transparent data connection via 2G (GPRS), 3G (UMTS) and 4G (LTE). The customer's application typically uses TCP or UDP as the transport protocol.

Yes, data transfer for example exclusively via 2G or 3G is possible. You can make a distinction per batch or individual SIM card.

You can always check the status and the usage of your SMS credit in the IoT Easy Connect portal.

Unfortunately, Microsoft’s Internet Explorer browser is not supported. Our IoT Easy Connect website and online shop is built for current web-browsers. These are Firefox Version 61 and up, Chrome Version 67 and up, Microsoft Edge Version 42 and up, Safari Version 11 and upwards.

Sending and receiving SMS messages is only possible between the IoT device, in which the SIM card is located, and the IoT application server.

The mobile network access uses the general security mechanisms from the mobile radio standard. The data is transferred to the IoT application server via a VPN connection via the Internet. Here we support OpenVPN by default, as well as IPsec but only upon request. (Please contact us for a quote).

Yes, T-Mobile has a list of tested & certified IoT devices. This list is regularly updated. The current list can be accessed here: https://iot.telekom.com/iot-de/produkte/iot-hardware

International roaming for IoT Easy Connect SIM cards on 2G, 3G and 4G networks is available in these European countries (31): Netherlands, Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Norway, Poland, Portugal, Romania, San Marino (Italy), Slovakia, Slovenia, Spain, Sweden. Important: international roaming for LTE-M and NB-IoT is in development! Please check our website regularly for international roaming updates.

The IoT Easy Connect Low Power SIM card allows to transmit using the radio standards LTE Cat-NB1 (NB-IoT), LTE Cat-M1 (LTE-M). The regular IoT Easy Connect SIM card gives access to 2G (GSM, GPRS), 3G (UMTS), 4G (LTE) and LTE Cat-M1 (LTE-M).

Please check our IoT Easy Connect product specifications on our website or in the download area of the selfservice portal.

The portal includes:

• Monitoring and control of the ordered SIM cards in terms of consumption, usage period, remote control of the SIM card status (active, inactive, deactivated)
• Management of customer data such as delivery address, billing address or means of payment
• Creation of user profiles, each with specially assigned rights and access data
• Purchase of additional SIM cards and subsequent purchase of top-ups to increase data and SMS credits.

No, roaming for IoT Easy Connect is only available in these European countries (31): Netherlands, Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Norway, Poland, Portugal, Romania, San Marino (Italy), Slovakia, Slovenia, Spain, Sweden

If you want to get in touch with T-Mobile about any or special requests regarding IoT Easy Connect, please use the contact form on the website: https://www.t-mobile.nl/zakelijk/diensten/internet-of-things. Please specify your request as accurately as possible by completing the relevant questionnaire and providing us with your contact details. We will contact you as soon as possible.

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