Remove GSM usage caps on devices (data) Answered

Paul Camp

I chose Ting because I usually don't use the phone a lot, except for once in a while when I'm out of town. Then I use it a lot. So paying for what I use appealed to me. I don't mind paying for what I use, even on those rare occasions when I use a lot.

What I DO mind is being unceremoniously cut off when I'm out of town and that is what happened to my wife today. Apparently, there is an unspoken, unadvertised 5 GB limit that has to be reset if you go over.

What I read when I chose Ting is the following:

"If you go beyond the XL level for minutes, messages or megabytes of data, you'll switch to pure per-unit billing. Voice minutes beyond XL are billed at 1.9¢. Text messages are billed at ¼¢ and megabytes are billed at 1½¢ (that works out to $15 if you use a full gigabyte). "

Notice that there is no mention of any limits here. You can study the Ting web site until the cows come home and find no mention of limits.

As I said, I don't mind paying for what I use, but what I DO REQUIRE from you is to LET ME USE WHAT I NEED.

Comments

9 comments

  • Comment author
    Jamie Duncan
    • Edited

    Hey Paul.

    Thanks for reaching out regarding this specific feature request and it's something that we have definitely been discussing. We have been in discussion with our GSM network provider to get these caps removed from the account. Any time you reach 5000 MB (5 GB), 5000 minutes, or 5000 texts, the service will automatically be blocked until we are informed to replenish this for you. Thank you for bringing it to our attention further as we need to continue the discussion with our provider to ensure we are able to remove the caps so that our customers can use without worry!

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  • Comment author
    Marco graves

    so the problem isn't the cap its the time it take you to renew the cap? if that's the case couldn't you have that done automatically in software?

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  • Comment author
    Jamie Duncan

    We don't replenish the usage on the account (the 5000 in all categories) until the customer contacts us letting us know that the blocking has been activated.

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  • Comment author
    Paul Camp

    Jaime, I understand that is what you do. I think Marco's point was why don't you do it a different way? Why does it have to be a manual process?

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  • Comment author
    Jamie Duncan

    It all comes down to what is set by our GSM network provider. They also manage these caps on their other MVNOs as well, but as it's been discussed, we are working toward a solution to have an "auto-replenish" on these caps if requested by the customer. In other words something along the lines of being able to refresh the usage limits from the dashboard.

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  • Comment author
    David Miller

    Wow. OK, so this is an old thread. It turns out the cap is still there, though it's been raised to 10GB. Frustratingly, I had to get pretty pissed off with customer service before they discovered that it was actually possible to reset the cap.

    Obviously the "auto-replenish" idea never went anywhere. I'm disappointed, particularly since the people most likely to hit this issue are going to be the people who are most dependent on their cellular data for internet just as it happens.

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  • Comment author
    Christian Robinette

    The trouble is that there are still more people accidentally using data to reach this limit than users that are getting there through intentional usage so it is difficult to balance a solution that benefits or protects everyone. I'd suggest looking at moving one of your lines to a separate account using the new plans as that enables you to top-up your data if and when you ever hit the cap and likely represents a better value to you as far as your month to month data usage goes.

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  • Comment author
    David Miller

    Yeah, that doesn't help the problem where you have to try to make the support person cry in order to actually get it reset. I don't have one device that's always going to get high usage (also, that "no tethering over a certain amount of data" thing? screw that). I have a wife with one device that's her only source of internet while she's trying to take care of her ailing parents.

    This is a completely undocumented limitation. It needs to be very up front, because I need to know if I'm going to be screwed over by it, and there needs to be a way to turn it off (or at least reset it) on the same page where I can set my own device limits. Hell, put a default device limit rule on every new device, and flash a scary disclaimer when the last rule is deleted for a device.

    What not to do is force my wife to go half a day without internet until she can get ahold of the spouse that's prepared to raise his voice at a customer service worker for the first time in two decades. This was an inexcusable customer service experience, caused entirely by an undocumented limit that Ting has known could become a problem for someone for at least eight years.

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  • Comment author
    Christian Robinette

    I would definitely agree that this can and should be better communicated and will pass this along as an example of how we could improve the customer experience with some adjustments to be more transparent and documentation for support.

    I do apologize and I went ahead and added a credit to your account as a show of goodwill as we certainly didn't want to cause stress or anger.

     

     

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