Word of the Day: sarsenet - gentle
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Mobile firms must explain 'unlimited' data
MOBILE PHONE NETWORKS should do more to protect their users from bill shocks caused by over indulgence in data, according to a UK ombudsman.
The communications ombudsman, perhaps fresh from a bill shock of his own, suggested that the little astericks so often found next to the word "unlimited" in mobile phone contracts need to be made clearer and actually explain that there is more than one use of the word "unlimited".
"Some mobile phone packages offer 'unlimited' downloads and consumers may believe that their mobile phone bill won't go above certain amount," says a statement on the Ombudsman services web site.
"Consumers may fail to realise is that there is a small asterisk next to the word 'unlimited' which refers to small print stating that there is in fact a limit which, if exceeded, will incur further charges."
With data increasing in use the Ombudsman's office believes that so should information about its consumption increase. It said that typical users are downloading and streaming more than ever before, something no doubt helped by the proliferation of smartphones and the increasing use of social media, gaming and sharing on handsets, and pointed to an "emerging problem".
In order to see off the problem it recommended that operators act swiftly, suggesting that if they do not they could be subject to a lot of negative attention.
Some of the onus is put on consumers, who we learn should pay more attention to the terms and conditions that their operators give them. If they do, however, yet still fall into a data bill trap, then the provider should steel itself for a thorough inspection.
"Where the information provided by the company is missing, insufficient or misleading, the ombudsman can get involved. We are an independent organisation. When a complaint comes to us we look at what's happened and try to resolve the problem as quickly as possible," it said.
"We can require a company to correct any mistakes that have been made, to explain to the customer why the problem happened and if necessary, to apologise. If we think it's appropriate we can also require a financial award. The companies have up to 28 days to put in place any remedy we require."
The Ombudsman's office said that it is raising awareness of the issue and is talking with the operators about taking its advice.
Update
Mobile provider T Mobile has contacted us with its views on the matter, which it seems is being a little over stated by the ombudsman.
"We take transparency of customer charges for data use in the UK very seriously. T-Mobile customers, whether on pay monthly, pay as you go or You Fix plans, will never pay more than they expect for their mobile data usage in the UK," said a T-Mobile spokesperson before explaining some of the options that its customers have open to them.
Phone seller Phones4u was more in agreement with the Ombudsman however, and said that providers did need to be more open about what "unlimited" means.
"Mobile networks need to be a lot clearer when offering ‘unlimited data' deals," said Scott Hooton, Phones 4u Commercial and Trading Director.
"There is always a cut-off point where charges will eventually kick in and it's vital that the networks take more responsibility and be clearer with people, so they don't get stung by unexpected data charges. When people go abroad for example, networks should consider making data roaming opt in rather than opt out, which will help reduce bills." µ
Tags: Hardware
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A misbehaving mobe-telco eventually wrote me out a large settlement cheque after I formally complained to the regulators about their abuse of the word 'unlimited' and how it impacted our family. It was a very satisfying outcome. We now have a slice of nice property called 'The Settlement' from the proceeds.
On some 'pay as you go' tariffs you will even pay for data using your WiFi if data roaming is enabled, I did not understand why my credits were dropping some days when I was not making calls or texting, but just using the odd app (whilst at home connected to my WiFi).
Although O2 did not fully explain why they were charging me to use my WiFi connection, they did alter my PAYG tariff and give me a refund when I complained
We can now understand why this problem exists! The Ombudsman is aware of it and their only action is to make a comment about it. Obviously such customer abuse will continue in the UK when OFCOM and the Ombudsman (who are paid to protect the consumer) have no will whatsoever to do their duty.
Can we accept the re-definition of the English language, so that a word can be interpreted to mean the direct opposite, in a legally binding contract?
Well the Ombudsman appears to be happy to! ...
...and then to add insult to injury suggest that the onus is upon the consumer and not on the telco to accept that?
There are only two networks which offer true unlimited data on the mobile network, they are three and giffgaff
giffgaff run on the o2 network and I recently switched to them. I'm amazed how much better they are! And 0800 numbers are free to call :-)
giffgaff SIM cards are free to order and try out, if you want unlimited data too
http://bit.ly/vqQRgf
Just like we now have in Australia, the use of the word 'unlimited' should only ever be used when the plan is truly without any limits.
Pretty much, John Q is screwed until that is done, because when you ask most people to define what unlimited means, they will say, 'without limit'.
There's something very wrong with the society where corporations can redefine meaning of words to suit its motive.
The obvious way to give the answer.
* freephone 0800 numbers costs up to 45 per minute plus VAT.
"Unlimited" means limited with stiff charges for going over the limit. "Free" means they sell you to advertisers by tracking you around the internet.
(There's a certain tech blogger who doesn't understand what "unlimited" means in practice; the puppy has whined about it more than once!)
He says it himself!
"Consumers may fail to realise is that there is a small asterisk next to the word 'unlimited' which refers to small print stating that there is in fact a limit..."
What a ridiculous thing to say without acknowledging the stupidity of the situation.
needs to be a newly defined word.
"Unlimited, with a limit".
Full marks to three though for their one plan, my highest usage is 11gb
They need to ban the use of the word "unlimited".
I used to have an Orange account that had "unlimited" data. 500meg a month. I could polish off a couple of meg just by using the Facebook app for a few minutes, so I used to leave mobile data turned off unless I specifically needed to find something.
Also one of the first apps I installed on my phone was 3G watchdog, and I'm damn glad I did!
I would say that both the above are signs that there is no way a connection can be described as "unlimited".
"Some of the onus is put on consumers, who we learn should pay more attention to the terms and conditions that their operators give them."
Rubbish. Unlimited means exactly that.
This isn't accepted anywhere else. I can't sell a gold ring with a disclaimer that it's not gold.
Maybe if they ombudsman grew some balls it would stop telecoms companies lying in order to get a sale.
I recently opened an account with orang They gave me .75 gigabytes allowance I search the internet for half an hour a day And run up A bill 06 1300 pounds