Mobile broadband service plans for computers might fall short of
users' expectations - CHOICE # 401 (March 15, 2010)
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If unlimited usage and high speed are two factors that determine
your choice of a mobile broadband service plan for your computer,
you may be in for a big disappointment.
For the truth is that the service providers are, under some
circumstances, not obligated or simply unable to live up to their
own claims - and your expectations.
This was borne out in a recent Consumer Council survey on the
scope and charges of mobile broadband service plans for
computers.
In the survey, the Council found that all operators concerned
have stipulated in their service plans what they call "fair usage
policy" or the like.
The stipulation is put into force in the event the user
downloads, sends or uploads data of an excessive size, quantity or
frequency or in any manner which the service providers deem may
adversely affect their network or service provision.
In the circumstance, the user may be subject to termination of
service, limited usage for certain or all applications, charges for
excessive usage or restriction of the speed of the broadband in
use.
The operators have argued that the policy is to prevent the
network from being exploited by a few abusive users to the
detriment of normal service to other users.
The Council, however, holds the view that limitation arising
from such a policy is not consistent with promotional claims they
make concerning usage.
The Council is also concerned that consumers are not alerted to
such "fair usage" stipulation upon subscription, raising question
of fairness to consumers when disputes arise.
The operators are urged to clearly draw the attention of
prospective subscribers to such provision on their promotional
materials and service contracts.
The Council also takes exception to the promotion of
"theoretical maximum speed" as advertised by most operators.
Most monthly service plans are categorized and priced according
to their theoretical maximum speed, for instance, at 3.6 Mbps
($168-$268), 7.2Mbps ($188-$388), 21 Mbps ($388-$538).
But, in reality, the actual speed can hardly measure up to the
advertised speed due to a host of factors such as weak signals and
peak hour loading to the network.
The Council is of the view that if the service plans are
promoted on speed, the operators must ensure that they have the
necessary bandwidth to carry the traffic at the speed
advertised.
Incomplete coverage, such as at certain locations in the country
parks, should also be disclosed for information of consumers.
In any case, for most users of general applications requiring,
for example, only some hundred kbps to browse a website or 2-3 Mbps
to watch a video clip, the difference in usage experience between a
high speed mobile broadband and one with a lower speed may be
minimal.
Therefore, in all probabilities, there is no need for an
ordinary user to choose a more expensive high speed service
plan.
Of particular concern in the fee scale of mobile broadband
service for computers is the roaming charges when used outside of
Hong Kong. Such overseas roaming service can be very or extremely
costly.
As a price indication, for example, downloading merely a photo
with a file size of 1 MB (1,024 KB) will cost anything between
$10.2 to $307.2, according to the tariff scale posted on the
operators' websites.
Consumers are strongly advised to check their local operator's
website or contact their customer service before departure, to
ascertain:
- Whether there are overseas third-party network service
operators cooperating with the local operator to provide mobile
broadband service at the destination, and their respective
tariffs.
- If there are any more economical monthly, daily, or fixed usage
data roaming plans provided by the local operator.
Or, if there are similar plans by overseas operators at the
destination. In that event, they should remove the SIM card or
modem provided by the Hong Kong operator, and change the setting of
connecting to the network on their computer from auto-connect to
manual connect.
This is essential in order to choose the suitable network
abroad, and more importantly, to avoid accidental connections which
may incur an unexpected huge sum of data roaming charge.
The Council has received complaints from consumers landed with
hefty bills of mobile broadband roaming charges upon their return
from overseas trips.
The above is applicable to also mobile phone users.
In 2009, the Council received a total of 267 complaint cases
related to mobile data services for mobile phones, computers, and
PDAs.
For more advice and details of the fees and charges, consumers
can refer to the Council's survey report in its latest (March)
issue of CHOICE.
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