Verizon is Capping Internet Speed/Service for "Unlimited" Customers
NoMoreMiFi
Newbie

Some recent news has been brought to my attention by Verizon Wireless' customer service department, and I think that given the severity of Verizon Wireless’ continued breach of contract to Internet customers, this matter should be brought to everyone else's attention as well.

 

I originally purchased a Verizon Wireless USB Internet Card in 2007. I was offered a plan that entitled me to an “Unlimited Internet Usage Allowance”. I kept the same wireless Internet device for two years and never acquired any issues or concerns. On January 20th, 2010, I went into a Verizon store and was offered a free upgrade to the new MiFi Mobile HotSpot. I was told that I could test the product for 30 days to make sure that it worked to my standards and my Internet needs. It worked perfectly. I used it for multiple computers in my home, as well as work and travel. 

My problem with the Verizon MiFi began on October 21st, 2010 when my Internet suddenly became extremely slow and unable to access any web pages without minutes of waiting. I continued to call customer service and go into the Verizon stores throughout the month in hopes that someone could find a ‘glitch’ and solve my issue of what soon became No Internet access. I did all this with patience and good faith, as I have continued to pay $60 a month for “High speed 3G” service. Two weeks ago, I took the MiFi device into the store and requested a new device since it became entirely defective. My new device arrived in the mail and I have still spent the last week going through the ring-around circus of Tech support and the only logic they can come up with is, "Either the device is defective or my computer is too old."  This is not the case, as I recently purchased a new laptop.

What I discovered was that Verizon neglected to inform me for the past two months that I had gone over my "undisclosed usage threshold" (Even though I pay for Unlimited Allowance) and now my internet speed has been capped and I am unable to access the Internet. I spent 4 hours on the phone yesterday and weaved my way into a small department called "AIT" which is supposedly a new sub-contracted company that is suppose to help negotiate my "situation". They of course are closed, and my numerous voice mails will most likely never be returned.
 
At this point, I am still paying for something that does not work, and Verizon has taken it upon themselves to decide "how often" I can use the internet. This was not disclosed to me in my contract that I signed in Jan 2010, when I continued my Wireless plan for "unlimited usage allowance."


I want everyone to be aware of this, before they head out this holiday season and spend hundreds of dollars on a Verizon Wireless Internet Device, and eventually will have to deal with the same nonsense I'm currently going through right now!

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19 Replies
T-bolt_Camb
Newbie
ditto with Fitz .. How many terabytes do you want for ten bucks .. You could hang out at S' buck and see what a cup will get you. :smileyhappy:
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ClarDold
Contributor - Level 1

T-bolt_Camb wrote:
ditto with Fitz .. How many terabytes do you want for ten bucks .. You could hang out at S' buck and see what a cup will get you. :smileyhappy:

I finally got the MiFi because Starbucks is no longer useful for me.

Before it was free, it was good.

Now there are 10 people with laptops camped out, maybe no internet at home, and the WAP disappears occasionally.

 

I've had this happen at more than one Starbucks, more than one area.

 

Now, I actually sit at Starbucks on my MiFi.

 

I saw a guy doing that a while ago, on a Sprint gadget of some sort, and couldn't figure out why.

 

--

Clarence

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Sotier
Newbie

The situation described here is exactly the same experience I've had. I have an unlimited plan through my employer - The bill each month says, "Unlimited." The service up until the holidays has been great, except that now my account exceeded some invisible threshold. I went through the same gyrations with customer support. They even sent out a new unit, in an attempt to correct the slow speed I've been experiencing. Until I found this forum, I felt it had more to do with my rural location, not the service provider. Anyway, on a recent call I took advantage of the knowledge gained from the posters here. Verizon provided me an 888 number to contact, who confirmed the restriction in service. When I inquired about the unlimited service notation on my bill, they said, "Well, you still have service." Talk about word games and deceptive practices!

 

 

 

What I did do is contact my state's attorney general's office, and filed a complaint with same. As others have expressed, unlimited should be unlimited. No where did Verizon share in advance, or attempt to warn me, of the pending restriction of service.

I am just one customer - I do have three services from Verizon, home phone, blackberry and mifi. If they can't honor their advertised plan, all I can do is take my business elsewhere. 

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barnseller
Newbie

Contacting the Attorney General is an excellent idea!!! Verizon has over charged me for 5 months and only wants to give me half the credit I deserve when I have repeatedly called to get this resolved. And my "5 spot" does not work properly and they don't care. Thanks for the the tip!

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lkentn
Newbie

I have been throttled down again for going over the unpublished 5GB usage threshold on my grandfathered unlimited data account. I have been throttled down to 0.14 MBPS for the whole next billing period; I barely have enough bandwidth to post this message. If Verizon must throttle me down, why don't they do it during the current billing period once I hit 5GB limit instead of for the entire next billing period? If my unlimited data plan is capped at 5GB during a billing period, why doesn't Verizon Wireless do as T-Mobile does and throttle me down after I reach 5GB for the balance of the current billing period.

 

So, now I am being charged for high speed broadband internet at 0.14 MBPS speeds. Verizon Customer Service representatives are amazed that their company does such things to long time very loyal customers.

 

As Sprint would say, "unlimited doesn't mean unlimited" with some of their competitors like Verizon. I stick with Verizon because their coverage area is the very best in the US and since we are full-time motorhomers, that is very important to us. AT&T covers 95% of Americans; Verizon covers 99% of America!! Verizon is probably a real good company albeit with terrible customer service. Verizon customer service representatives are all great people but they have no power to act even when they know the customer is being mistreated. Happy Independence Day!!

 

 

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thepres69
Enthusiast - Level 2

As a followup

Yes I finally recieved a copy of that supposed speed limit letter. It was a copy of a form letter (no personal information entered, like acct # name etc) that I have never rec'd. They say I never exceeded 5 Gig back previous to the limit so I wouldn't have rec'd this notification.

So here we are.... being speed capped when exceeding 5 Gig.... on an unlimited plan.

Yes, I am still looking forward to a better plan and coverage... Century Link is coming to my area. Sprint is on its way... I have diswaded over 30 individuals from switching or signing up with Verizon. To date I figure I have cost them $1500 per month for the next two years and made ATT and Sprint very happy.

I will continue my fight to get unlimited granfathered plans to be at least as good as the Verizon 10 Gig Plans and am still working with attorneys for a class action lawsuit.

Just as an update.... they did offer me an upgrade to 10 Gig plan and new equipment for no additional cost but my monthly bill would be $30 more per month....

Netflix has just produced some interesting figures on cost per meg and listed best internet service providers.

 

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Not applicable
I remember when gasoline was $0.30 per gallon. Things change. Unlimited data plans are a thing of the past. Get over it.
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lkentn
Newbie

I know the feeling and I feel your pain. I had exactly the same thing happen to me except I didn't try to return my device. When calling both Technical Services department and Customer Services, I was referred to the Verizon Fraud Department like maybe I had perpetrated a fraud on Verizon by going over their 5 Gig unwritten maybe fine print limitation on my unlimited account. I am mad at what I thought was an excellent company to do business with. I even posted my whole story to Facebook for everyone to view. The internet gives the individual customer more power than Verizon must understand.

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lkentn
Newbie

lkentn wrote:

I know the feeling and I feel your pain. I had exactly the same thing happen to me except I didn't try to return my device. When calling both Technical Services department and Customer Services, I was referred to the Verizon Fraud Department like maybe I had perpetrated a fraud on Verizon by going over their 5 Gig unwritten maybe fine print limitation on my unlimited account. I am mad at what I thought was an excellent company to do business with. I even posted my whole story to Facebook for everyone to view. The internet gives the individual customer more power than Verizon must understand.


I am getting responses to the post of my MiFi woes on my wife's Facebook page since I personally am not on Facebook, here is what respondent said: "We've been told that we have unlimited with our "mifi" but I'll be giving them a call to make sure". Imagine what this person will think when they find that unlimited really means capped at 5 Gigs! 

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thepres69
Enthusiast - Level 2

Good Job Ike!!!! Are you getting private messages from Oshea?

 

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ibanez737
Contributor - Level 1

We further reserve the right to take measures to protect our network and other users from harm, compromised capacity or degradation in performance. These measures may impact your service, and we reserve the right to deny, modify or terminate service, with or without notice, to anyone we believe is using Data Plans or Features in a manner that adversely impacts our network.

 

If you activated before 11/07, you were notified in a letter that the ToS were changing and you could change your plan to a capped plan, keep your current one and get throttled, or cancel with no ETF.  If you activated after, it was in your original ToS that you signed when you setup your service.

 

People use the internet much differently now than they did in 2007.  I bet it would be rare to have someone come close to 5GB then where as now, I would say a good smartphone population is easily hitting 5GB.  In the end, it's their services and they can do what they want.  It sounds like you never had a problem until you got the MiFi, which was way after 2007.  You want more than 5 gigs of data, then this is what happens.  I really don't know why it's degrading the service to that extent since it only limits you to 200kbps, but again, there are people who abuse the system trying to have 5 devices streaming media/gaming/etc all the time and why have other customers suffer because of it?

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kneekahliss
Contributor - Level 1

This is true for Unlimited customers. use more than 5GB a month consecutively for 2 months and you will get capped.

 

Remember you are on a cell tower. Customers love to torrent and stream. The network could not handle it at the time.

 

There are always a few bad apples than ABUSE the unlimited and use it like a home connection using 20GB/mo

 

This is why this came about.

 

 

 

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Not applicable
I don't think the MIFI ever had an unlimited plan. You probably got switched to the 5GB plan with you upgraded. I'm surprised they aren't billing you for usage over 5GB.
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NoMoreMiFi
Newbie

I started with one of the few unlimited plans back in 2008- They kept telling me to "hang on to it- cause it won't be around for long!" So I did and when I upgraded my device- everything worked great for 7 months. I started using it more frequently as a hot spot for more than one computer, we're talking email, web browsing and paying bills- Not Xbox360 for 24 hours a day or fownloading 10 videos a day!? I don't even know how to do that!?!

 And the first month we went over- we got capped! Now it runs at about a quarter of the speed. Which was never disclosed to me. And to think- they market this MiFi 2200 as a hotspot for up to 5 computers??? I can only imagine how quickly people are being capped.

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thepres69
Enthusiast - Level 2

I got the same treatment. I am now here to tell you that Unlimited is Unlimited... and that Verizon does not want us Unlimited customers any more. They want us to go away and come back later on one of the other plans 5Gig or 10 Gig... I am confused when some say that it is OK for Verizon to Limit Unlimited users by reducing their Speed to 200K for 28 days when they exceed 5Gig. How can this be, in your minds, fair since 10 Gig customers are not limited or Capped?

I know there are other options and I am exploring them now... Plus I am sure that my 8Gig in one month did not impact their precious network since I am in a very Rural area.

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Not applicable
They sell a 5gb and a 10GB plan.
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thepres69
Enthusiast - Level 2

Why would anyone on an unlimited plan switch to a 5Gig or 10Gig plan... Oh wait because Verizon limits your speed to 200K for 28 days if you go over 5Gigs... Nice marketing... kinda like the Mafia???? 

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Not applicable
Seems to me that once your two year contract is up and you are paying month to month, they are no longer contractually obligated to provide unlimited service.
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thepres69
Enthusiast - Level 2

You may be right... Guess I ought to just upgrade and increase my cost to 80 bucks a month.... for this 1.3 meg max data service.... nice try... looking for other options... telling everyone what a Jack Leg Company Verizon is....

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