What you don't know about your broadband subscription - Pt. 1

After I found out that the big three [PH internet service providers] actually have data caps on the broadband subscriptions they offer to customers without actively informing their customers about it, I went to their twitter handles to check if they themselves know about these things.  Just for the hell of it.  But I was also curious on how they'd respond.

Sun Cellular

I @replied Sun Cellular with a direct question and they responded the day after.  Probably because the person handling the twitter handle had to answer to a lot of tweets (or maybe because unlike me he or she has a life) but nonetheless they answered.

No data cap.  That's great, right?  Well, not really but that's depending on how you look at it.  While they definitely did not specify any data caps in their Terms of Conditions, they still have a Fair Use Policy.

4. Fair Use Policy

DMPI will implement a Fair Use Policy to help ensure the quality of service to all subscribers. DMPI believes that each subscriber should be responsible and reasonable in their use of the Service and how it affects other users. By accepting the Terms & Conditions, the Subscriber is bound to this Fair Use Policy.

The Sun Broadband Wireless service shall not be used under any of the following circumstances included but not limited to:

1. peer-to-peer file sharing;

2. machine-to-machine applications

3. in any manner which adversely affects DMPI’s ability to provide, complete or maintain the level or quality of its network or other services; and

4. in any manner which is designed to unfairly exploit the usage or to cause loss or damage to DMPI such as using the Service for commercial purposes or reselling the Service.

DMPI has the sole discretion to limit the Subscriber’s data throughout or amount of data transferred, or suspend/terminate the Service without prior notice, upon the occurrence of any of the circumstances mentioned above. If in the reasonable opinion of DMPI, the Subscriber’s use of the Service is excessive, DMPI may ask the Subscriber to moderate usage. If the Subscriber fails to do so, DMPI reserves the right to charge the Subscriber for the excessive usage at a rate specified by DMPI, or suspend or terminate the Service.

DMPI reserves the right to change the terms and conditions of this Fair Use Policy.

You will find this on their webpage when you try to sign up to their broadband service.

Globe Telecom

For these guys, my current provider, they responded within the same day.  They also provided a link to their Fair Use Policy.  Brave.

I had to correct them but that seemed minor to me since they gave me the page where it shows all the info.

Smart Communications

Now, these guys, they're really "smart" in their communications.  Before they'd respond, they want you to follow you first.  And, if they choose to, they'd only respond through direct message (DM) instead of the public method of @replies.  I would understand DMing if we're talking about account specific or personal info.  But my question was neither.

I @replied them but didn't get a response after a day so I went and gave a shot at it again.

So I followed and, like an annoying boy that I am, asked them the question again.  Here's the response, in DM.

Ok.  I'll have to go to or call the nearest NTC in my area to get my answer.  Sure.  Maybe I should have been more specific with Smart and asked them directly about data caps.  But, see, what I really wanted to do was to find out how they'd respond to this only-recently-a-touchy-issue.

Sun seems confident enough to answer because the Terms and Conditions are like any other in the business.  However, given that most broadband users now are data hogs (and with the internet shifting towards cloud services and streaming) I think they should be more specific about what their broadband services are catered for (e.g., not for peer-to-peer sharing).  Try to sign up for their service and I bet you won't be informed of the Fair Use Policy.

I have a lot of qualms on Globe's business practices but let me focus on communication.  They also were direct and public.  Just like Sun, they should also be more specific to their customers (especially when selling them the service) about their Fair Use Policies and data caps.

Smart.  I don't know.  I felt like I was talking to a PR executive which I am betting he or she is not.  Anyway, to each his own, I guess.

What you don't know about your broadband subscription - Pt. 3