Diagnostics metrics collection

    Find answers to commonly asked questions about diagnostics metrics collection.

     

     

     

     

    How does metrics collection work?

    T-Mobile, including MetroPCS, has the ability to gather metrics from devices for troubleshooting device and network performance so our customers get the high quality wireless experience they have come to expect from T-Mobile and Metro PCS. Customers who take advantage of these metrics have the opportunity to receive improved technical care from T-Mobile and Metro PCS Customer Care Representatives based on the diagnostic data gathered from their device and individualized guidance about how to improve their device’s performance. In addition, customers who take advantage of these metrics may receive recommendations for products and services to enrich their overall experience on the T-Mobile network.

     

    Customer privacy is important to us, so we do not use metrics collection on your device to collect the content of text, email or voice messages, or the content from customers’ internet activity or on-line searches. Information collected will not be used for the marketing of third-party products or services without explicit customer consent. For more information please review your applicable Privacy Policy: T-Mobile Privacy Policy. MetroPCS Privacy Policy.

     

    Software on the device collect and report diagnostic data from your device. Diagnostic data such as battery life, dropped calls and signal strength help T-Mobile and Metro PCS troubleshoot technical issues that you may experience with your device. T-Mobile and Metro PCS may also use this diagnostic data to identify and recommend products and services that will help to enhance your device’s performance, such as Wi-Fi Calling.

     

    On Android devices the initial launch of the My Account application, if present, will allow metrics collection to be enabled or disabled. In addition, on some devices information about metrics collection is provided to you during the device activation and set-up process, including how to turn it off or on.

     

     

    How do you use the metrics?

    We use these metrics to troubleshoot device and network performance.

     

    Examples:

    • The metrics can help identify third party applications that might be using excessive memory or processing power, which could contribute to your device having a shortened battery life or sluggish performance. Accordingly, a Customer Care Representative could use this information to help you quickly restore your device to optimum performance.
    • The metrics could recognize when your device has prolonged periods of exposure to a weak network signal. T-Mobile may use this type of information to tell you about the T-Mobile Cel-Fi Signal Booster that could increase the signal strength in that location, providing a better network experience.

     

    The metrics on some devices may be enabled by you to permit us to offer you new or different products and services to make your device and network experience even better. This feature is not available on all devices, and can be enabled by following the instructions for turning the service on or off. You can find these instructions on this page.

     

     

    What information do you collect?

    The metrics are limited to that information we can use to help us better understand, analyze and troubleshoot problems you may encounter with your device and the performance of the T-Mobile network.

     

    Information we collect includes:

     

    • Signal strength
    • System crashes
    • Dropped calls
    • Battery performance
    • App usage

     

     

    What devices have metrics collection?

    The My Account application, available for Android devices in the Google Play Store, may be present on select T-Mobile devices.  Any version greater than 2.6 includes metrics collection capabilities.  You can check which version is on your device by entering the application, clicking the menu button and selecting About.

     

    In addition, one data collection agent on select devices is the System Manager Application, which includes software created by Carrier IQ.

     

    T-Mobile and Metro PCS collects metrics via the System Manager Application on the following devices:

     

    T-Mobile devices

     

    • Alcatel Evolve 2
    • Alcatel Fierce 2
    • Alcatel POP7
    • HTC Amaze 4G
    • HTC One M7
    • HTC One M8
    • HTC One S
    • Huawei Prism
    • Huawei Prism II
    • Huawei Summit
    • Kyocera Hydro Life
    • LG DoublePlay
    • LG F3Q
    • LG G Flex
    • LG G2
    • LG Optimus F3
    • LG Optimus F6
    • LG Optimus L9
    • LG W5_MPCS
    • LG W7
    • MyTouch by LG
    • MyTouch Q by LG
    • Samsung Codina
    • Samsung Exhibit 4G II
    • Samsung Fiji
    • Samsung Galaxy Avant
    • Samsung Galaxy Note
    • Samsung Galaxy Note 4
    • Samsung Galaxy Note II
    • Samsung Galaxy Note III
    • Samsung Galaxy S 3
    • Samsung Galaxy S Blaze 4G
    • Samsung Galaxy S II
    • Samsung Galaxy S Relay 4G
    • Samsung Galaxy S2
    • Samsung Galaxy S3 LTE
    • Samsung Galaxy S4
    • Samsung Galaxy S5
    • Samsung Galaxy Tab2 10.1
    • Samsung Galaxy Tab2 10.1 LTE
    • Samsung Tab Note 10.1
    • Sony Xperia Z1S
    • Sony Xperia Z3
    • T-Mobile MyTouch
    • T-Mobile MyTouch Q
    • ZTE Zinger
    • ZTE ZMAX
    • ZTE Concord
    • ZTE Concord II

     

    In addition, it is a component of the MyAccount application, available for installation on the following RIM devices:

     

    • BlackBerry Bold 9900
    • BlackBerry Torch 9810
    • BlackBerry Curve 9360

    MetroPCS

     

    • Alcatel Evolve 2
    • Alcatel Fierce 2
    • LG Optimus F60
    • Samsung Galaxy Avant
    • Samsung Galaxy Light
    • Samsung Galaxy S3 LTE
    • Samsung Galaxy S4
    • Samsung Galaxy S5
    • ZTE ZMAX
    • ZTE Concord II

     

     

    How do I check for it on my device?

    For Android devices:

     

    1. Select Settings > Applications.
    2. Select the All tab.
    3. Scroll until you are able to find the System Manager application. If the System Manager application is not listed, your device does not have the application installed.

     

    For BlackBerry devices:

     

    1. Select Options > Device > Application.
    2. Scroll and select My Account.
    3. System Manager will be listed in the My Account application. The System Manager application is downloaded as a component of the My Account application.

     

     

    How do I turn metrics collection on or off?

    Metrics collection can be turned on or off from the My Account application:

     

    1. Open the My Account app.
    2. Tap the menu button.
    3. Select Options > Terms.
    4. System Manager data collection settings will be displayed, and can be enabled/disabled.

     

    For devices that have both the System Manager app as well as the My Account app, turning off/on on one app will turn off/on for the other as well.

     

    In addition, for Android devices with System Manager, the Settings menu contains a link to enable or disable data collection by the System Manager application. Most devices have this under the Back up and reset menu; some newer models, however, have this under Privacy or Security.

     

    For Android devices:

     

    1. Select Settings.
    2. Select Back up and reset, Privacy, or Security.
    3. Check or uncheck the Collect diagnostics checkbox.

     

    To turn off metrics collection on BlackBerry devices:

     

    1. Select Options > Device > Application Management.
    2. Scroll through the list until you find the MyAccount app.
    3. Select System Manager.
    4. Select Delete.

     

    To turn on metrics collection on BlackBerry devices:

     

    1. Select Options > Device > Application Management.
    2. Scroll through the list until you find the MyAccount application.
    3. Select Delete.
    4. The device will ask you to reboot. After the reboot is completed, select the MyAccount icon again from theApplications menu to re-install.