It took me more than two minutes just to load this forum posting page. That's how bad they throttle it. I have filed a complaint with CCTS. To summarise, at least according to the kid I spoke with, tethering and any downloading (not just p2p) is sufficient reason for mobilicity to throttle or even cancel your service since these are considered ToS violations, specifically sections 4.(2)(a) and 4.(3) of ToS. For more details:
Name: H Trab
Telecommunications Service Provider (TSP): Mobilicity
Line of Business: Internet Access Services
Are your services being provided to you personally or your small business?
Personal
Nature of Complaint: Contract dispute (compliance with terms and commitments)
Did you attempt to resolve this complaint with your Service Provider? Yes
Are any other organizations which have the authority to compensate a customer for losses currently helping you to resolve this complaint? No
E-mail Address: [email protected]
Account Number or Telephone Number associated with the service(s) that are the subject of your complaint: 613709***X
Contact Number (daytime 9am – 5pm EST): 613709***X
Evening Number:
Mobile Number:
Service Address:
Ottawa, Ontario
Complaint Details:
Date the contract began: 2011-11-24
Date you became aware of the dispute: 2011-12-17
Details of the contract dispute:
Since I signed up for mobilicity service, my data connection speed has been 2-2.5Mbs down and 0.25-0.5 up. It was not very stable, which I suppose one would expect from a wireless connection. This afternoon, after downloading an anti-virus program, I noticed the connection slow down to a practical stop. I ran a speed test (speedtest.net) and discovered my speed had been reduced to 0.11Mbps down and 0.12Mbps up.
When I signed up for the mobilicity data service, I specifically asked if it was unlimited and if I could tether using the service. The sales agent at the mobilicity store at *** Rideau Street in Ottawa, Ontario made a point of telling me that unlike the other so-called unlimited wireless data service (WIND) mobilicity was truly unlimited and that tethering was not a problem. I had no reason to doubt him as this was the information available on a number of internet forums discussing wireless mobile service in Canada.
What steps did you take to resolve the matter with your TSP? (please be as specific as possible and provide dates where possible.):
I called mobilicity customer support at 4:33 PM on December 17, 2011 to inquire.
What did your TSP say/do?
I first spoke with <name withheld>. I told her what the problem was, the dramatic drop in data connection speed that practically rendered my connection unusable. She informed me that mobilicity had a right to reduce speed according to its fair use policy. I asked her if she could point me to where it says so, since this was contrary to the information I had been provided when I signed up for the service. She placed me on hold to speak to a supervisor and when she returned directed me to a "Terms and Conditions" link at the bottom of the mobilicity main web page (http://mobilicity.ca/uploads/pdfs/se...conditions.pdf). I asked her where the terms she was referring to were, and she pointed me to Section 4, paragraph (3), which indicates mobilicity may "suspend, block, limit," etc its service if one violates the fair use policy outlined in Section 4. I asked her to tell me which if any of the conditions, (a) thru (i) in paragraph (2), I had violated. She once again asked to place me on hold to speak to the supervisor, at which point I asked her to just transfer me to him.
I then spoke with <name withheld>. I informed him of what the previous rep had told me and requested that he clarify exactly why my service had been throttled to the point of being unusable. He cited condition (a) in Section 4, paragraph (2), specifically, that I was "causing network instability". When I asked him to clarify, he asked me what I had been doing before I noticed the speed slow down. Not that it was any of his business, but I told him I had finished downloading a 50Mb file (anti-virus program). He indicated that would be a source of network instability, the use of peer-to-peer file-sharing programs. I told him that the program had been downloaded off the web and that his assertion was wrong, and inappropriate. He then asked me if I used my phone for tethering, to which I replied asking if he was implying I could not. He indicated tethering caused network instability and could justify limiting or suspending service.
What do you consider to be a reasonable resolution to your dispute?
I request mobilicity either stop this nonsense or clarify its terms.
Name: H Trab
Telecommunications Service Provider (TSP): Mobilicity
Line of Business: Internet Access Services
Are your services being provided to you personally or your small business?
Personal
Nature of Complaint: Contract dispute (compliance with terms and commitments)
Did you attempt to resolve this complaint with your Service Provider? Yes
Are any other organizations which have the authority to compensate a customer for losses currently helping you to resolve this complaint? No
E-mail Address: [email protected]
Account Number or Telephone Number associated with the service(s) that are the subject of your complaint: 613709***X
Contact Number (daytime 9am – 5pm EST): 613709***X
Evening Number:
Mobile Number:
Service Address:
Ottawa, Ontario
Complaint Details:
Date the contract began: 2011-11-24
Date you became aware of the dispute: 2011-12-17
Details of the contract dispute:
Since I signed up for mobilicity service, my data connection speed has been 2-2.5Mbs down and 0.25-0.5 up. It was not very stable, which I suppose one would expect from a wireless connection. This afternoon, after downloading an anti-virus program, I noticed the connection slow down to a practical stop. I ran a speed test (speedtest.net) and discovered my speed had been reduced to 0.11Mbps down and 0.12Mbps up.
When I signed up for the mobilicity data service, I specifically asked if it was unlimited and if I could tether using the service. The sales agent at the mobilicity store at *** Rideau Street in Ottawa, Ontario made a point of telling me that unlike the other so-called unlimited wireless data service (WIND) mobilicity was truly unlimited and that tethering was not a problem. I had no reason to doubt him as this was the information available on a number of internet forums discussing wireless mobile service in Canada.
What steps did you take to resolve the matter with your TSP? (please be as specific as possible and provide dates where possible.):
I called mobilicity customer support at 4:33 PM on December 17, 2011 to inquire.
What did your TSP say/do?
I first spoke with <name withheld>. I told her what the problem was, the dramatic drop in data connection speed that practically rendered my connection unusable. She informed me that mobilicity had a right to reduce speed according to its fair use policy. I asked her if she could point me to where it says so, since this was contrary to the information I had been provided when I signed up for the service. She placed me on hold to speak to a supervisor and when she returned directed me to a "Terms and Conditions" link at the bottom of the mobilicity main web page (http://mobilicity.ca/uploads/pdfs/se...conditions.pdf). I asked her where the terms she was referring to were, and she pointed me to Section 4, paragraph (3), which indicates mobilicity may "suspend, block, limit," etc its service if one violates the fair use policy outlined in Section 4. I asked her to tell me which if any of the conditions, (a) thru (i) in paragraph (2), I had violated. She once again asked to place me on hold to speak to the supervisor, at which point I asked her to just transfer me to him.
I then spoke with <name withheld>. I informed him of what the previous rep had told me and requested that he clarify exactly why my service had been throttled to the point of being unusable. He cited condition (a) in Section 4, paragraph (2), specifically, that I was "causing network instability". When I asked him to clarify, he asked me what I had been doing before I noticed the speed slow down. Not that it was any of his business, but I told him I had finished downloading a 50Mb file (anti-virus program). He indicated that would be a source of network instability, the use of peer-to-peer file-sharing programs. I told him that the program had been downloaded off the web and that his assertion was wrong, and inappropriate. He then asked me if I used my phone for tethering, to which I replied asking if he was implying I could not. He indicated tethering caused network instability and could justify limiting or suspending service.
What do you consider to be a reasonable resolution to your dispute?
I request mobilicity either stop this nonsense or clarify its terms.
