dslreports logo
site
 
    All Forums Hot Topics Gallery
spc

spacer




how-to block ads


Search Topic:
uniqs
2054
share rss forum feed

Cobra11M

join:2010-12-23
Mineral Wells, TX

Emailed Suddenlink and here is what I get

Dear Mr. ____,

Thank you for your email about our usage allowance plan. I'm sorry that you're unhappy with this policy. And as you stated, the system was performing inaccurate readings of the usage. That is why we have suspended it indefinitely until we can determine the best course of action going forward. We are still considering removing it entirely if we cannot come to a resolution on a correct measuring system with that policy.

As of right now, there are very few ISPs left that have an unlimited usage policy. We were one of the last major ISPs to adopt that, and it was something we really put a lot of thought behind on whether or not we wanted to go forward with it because we understand that people do not like usage allowances. The main reason is that we had too many customers abusing the system. When you have a large number of customers constantly capping bandwidth in certain areas, other customers can start to experience issues, and it was not fair to those customers to have degraded services because of the habits of other customers.

We have always provided an option for bypassing that usage allowance plan. Some people opt to take advantage of that and some do not. That option is to pay for a 2nd occurrence of internet services. It doesn't matter what speed, but if you have 2 sets of internet services on the same account, you are then exempt from any usage allowance policy we have in place. As of right now, the policy is suspended, but it if goes back in place, then that would be the option available to bypass that policy.

I hope that I could address your concerns today, and that you at least know a little bit more about the reasoning behind our having that policy in the first place.

Thank you for choosing Suddenlink, ____. If you have any further questions, you may contact us via our online chat at »www.suddenlink.com/contact-us/#tabs-3 or by phone at 1-888-822-5151. The operating hours for our online live chat are 7 days a week, 8am-10pm Central Standard Time, and our phone support is available 24/7.

Thank you,

Isaac

I-Care Specialist

I removed my name from it.. where the ___ are, but hmm I'm feeling a bit better after receiving that email, their email support team is doing good kudo's to Suddenlink


gatorkram
Need for Speed
Premium
join:2002-07-22
Winterville, NC
kudos:3
Reviews:
·Suddenlink
Never heard about the policy, that having two accounts would remove the usage limits.

I had 2 50/3 connections for a short period of time, but this was before the usage meters came into affect.

Lets hope they don't go back to it.
--
What the heck is a GatorKram? »www.gatorkram.com


Gaff
Just like the gypsy woman said

join:1999-09-05
North TX, US
Reviews:
·Suddenlink
reply to Cobra11M
Click for full size
downloadoverage.pdf 52,716 bytes
After this whole crapstorm broke a couple of weeks ago I wrote a letter to the FCC, both of my US senators and my US congressman about the issue.

I have stripped the personal information out and attach it below.

No reply from any of them yet, nor am I expecting much, but I wanted to do my part in order to attempt to get this policy ended.
--
My PC Gaming Blog
»www.gaffonline.com


moldypickle

join:2009-01-04
Haughton, LA
kudos:3
Reviews:
·Suddenlink
reply to Cobra11M
Didn't know about that policy either. It's not stated like that in their Terms of Service AT ALL.

Hell, didn't even know they would let you add 2 services on the same bill.

What seems odd to me in that statement though is that SL is having issues with certain customers abusing the system. The old and current TOS provides ample power to simple disconnect these users.

I'm also confused if the offending number is a "large number of customers" abusing the system, or if it's the "less than 1% of our customers" that they like to say.
--
20/2 Suddenlink : Current
5/1 CMA : Old
15/2 TWC : Old

hottboiinnc
ME

join:2003-10-15
Cleveland, OH
reply to Gaff
And what do you expect them to do at all? It basically was pointless in even contacting them since they'd be smacked so hard for butting into the busienss of private businesses- especially the FCC. They have no control over the Internet.


gatorkram
Need for Speed
Premium
join:2002-07-22
Winterville, NC
kudos:3
Reviews:
·Suddenlink
reply to moldypickle
said by moldypickle:

Didn't know about that policy either. It's not stated like that in their Terms of Service AT ALL.

Hell, didn't even know they would let you add 2 services on the same bill.

What seems odd to me in that statement though is that SL is having issues with certain customers abusing the system. The old and current TOS provides ample power to simple disconnect these users.

I'm also confused if the offending number is a "large number of customers" abusing the system, or if it's the "less than 1% of our customers" that they like to say.

Yeah, if it wasn't a money grab, or at least a serious scare tactic, they could simply throttle everyone back who goes over 250/350 or whatever your plan gives you.

Frankly though, I still don't think its fair at all to essentially offer an unlimited product for years, and then one day decide for the betterment of the users experience we are going to give everyone caps, and charge outrageous prices on overages.

That is NOT innovation, it is going backwards. They are dumping tons of money into upgrades after all, aren't they?

The future is MORE internet usage, not less...
--
What the heck is a GatorKram? »www.gatorkram.com


Gaff
Just like the gypsy woman said

join:1999-09-05
North TX, US
Reviews:
·Suddenlink
reply to hottboiinnc
As I said in the letter, if they want to bill like utilities then they should be regulated as utilities, so there is at least some certification that their meter is accurate (and Suddenlink already publicly admitted that theirs isn't).

No one is asking for regulation of the Internet; what we are looking for is either (a) dropping of overcharging schemes; or (b) regulation, through either state or federal government, of the meters that ISPs are using to charge customers for overages with.
--
My PC Gaming Blog
»www.gaffonline.com

Cobra11M

join:2010-12-23
Mineral Wells, TX
reply to moldypickle
said by moldypickle:

Didn't know about that policy either. It's not stated like that in their Terms of Service AT ALL.

Hell, didn't even know they would let you add 2 services on the same bill.

What seems odd to me in that statement though is that SL is having issues with certain customers abusing the system. The old and current TOS provides ample power to simple disconnect these users.

I'm also confused if the offending number is a "large number of customers" abusing the system, or if it's the "less than 1% of our customers" that they like to say.

I didn't either.. Ive heard of it before in this area.. but idk..

I emailed them cause after seeing the stop the cap post about it (and a little encouragement from him saying customers need to email them and say this is unacceptable) so I did just that

1% users... must be people using 1tb.. heck like someone said in the posts above.. why not throttle after 250gb or if people hate the throttle then give them a option to pay a little more for more full speed bandwidth..

I can see what their saying as far as one person downloading and others not getting the full speed they are paying for just because of one person.. But if they where to throttle after 250, 300 or whatever I would think Suddenlink would be in a better position than where they are now.. What the companies don't realize is people hate looking and keeping track of how much data they use for what ever reason that may be.. if they where to enact a throttle technique to say.. 128kbps (1mbps) or so that's enough to surf and what not and not harm anyone.. if the person desperately needs their full speed back then they could have it at 10 for each 50 gb

People hate bill shock AT&T and all of them should be ashamed.. People don't care if Suddenlink was the last.. THAT JUST MEANS THEY FOLLOW THE INDUSTRY.. which again makes people even more madder, Comcast is looking into doing 500gb which is def a good amount for today's usage..

That's also another fear Suddenlink, is that people fear that the caps wont rise with the amount that will be needed in the future.., Their intentions maybe to help people out.. but they sure are targeting it wrongfully especially for a company that's private.

And yes if they want to bill customers like water and electric then their needs to be a regulatory or some one to check it besides the corporation them selves. That's why I emailed them about mainly.. Is that what guarantee can you give us that you are really gonna hire a 3rd party company to check the meters? you could say that you will but whats the proof?, also since we've been lied to before. Just saying a company isn't quite accurate.. I told them if they can't make a good enough meter to work then why should I stay with a company that is in accurate practices?

But anyways, hopefully it all works out, I love their services.. but its def getting to a point.. Suddenlink may be the only cable provider in my area, but they are not the only internet provider.. AT&T, Skybeam, Cirria, and some others.. I feel fortunate that where I live their is a few choices unlike most of the country .


moldypickle

join:2009-01-04
Haughton, LA
kudos:3
Reviews:
·Suddenlink
Another thing I would LOVE to see, but know will NEVER come to light, is their data on which nodes these "abusers" are on and see if the node, minus that 1 or 2 users, is already overloaded. Say you have a thousand users already on one node and ONE SINGLE PERSON that is downloading 700gigs a month because he paid for the 100 meg package. That node is already slow to begin with, probably shouldn't have the 100 meg tier on it, and is damn near lieing when they would say that this guy is why the whole node is slow.

I did see an innovative idea (or more so than a simple cap). Restrict usage to a "cap or throttle" scheme during prime time, then after midnight let the seeders/leechers lose, lol. That would seem to be beneficial for both sides of the story.

Of course I'm still 100% for true regulation regardless of what money grab they want to use. Hell, I'd even be up for TRUE usage based billing if it were down in the same fashion as electric or water. Not this made up number per gig that ISP want to use, but something that reflects even a resemblance of cost, again, like the utilities we have now.
--
20/2 Suddenlink : Current
5/1 CMA : Old
15/2 TWC : Old


Anon69

@conwaycorp.net
You can't really use that argument. What if one night 10-20 people on a 200-400 person node decide to download something and max out their connections? That would saturate the D2 channel at a minimum. Caps or no caps the connection would be saturated. They HAVE to oversell to make money. You are not paying for a 1:1 dedicated internet access line. DSL subscribers are not either.

That being said, I agree with most of the above. If they want to bill like a utility then they should be regulated like one. Money grab or not, you have to give them credit for suspending the cap while they verify it.


moldypickle

join:2009-01-04
Haughton, LA
kudos:3
Reviews:
·Suddenlink
I wasn't really suggesting a 1:1 connection, but more along the lines of nodes should be filled up but not oversold to the point that regular use becomes terrible for all. But if 20 people max out a 400 person node, something is wrong. Even the backwater cable company I used to use before I moved was better than that.

Either way, it IS a shared connection at the node. Something needs to be in place seemingly, but no regulating body wants to touch it with a 10 ft stick.
--
20/2 Suddenlink : Current
5/1 CMA : Old
15/2 TWC : Old

justchil3
Premium
join:2009-07-20
Charleston, WV
reply to Cobra11M
Sorry for the hijack but...

What exactly is 2 occurrences? Do I get a 2nd line or do I just pay double. Say I pay double... I have 100ish now for 100mbit... Do i have to double that or could the 2nd occurrence be a slower speed?

If It's 2 lines am I allowed to bond them?


gatorkram
Need for Speed
Premium
join:2002-07-22
Winterville, NC
kudos:3
Reviews:
·Suddenlink
said by justchil3:

Sorry for the hijack but...

What exactly is 2 occurrences? Do I get a 2nd line or do I just pay double. Say I pay double... I have 100ish now for 100mbit... Do i have to double that or could the 2nd occurrence be a slower speed?

If It's 2 lines am I allowed to bond them?

You get a 2nd modem and connection over that modem. Their message says any speed package would work.

As to bonding them, you could do that, but don't expect miracles. It takes the right equipment on your end, and for sure SL wouldn't bond them for you, which of course would be the best way to have it done.

I had 2 connections for a short period of time, and was bonding them using a linksys rv016, which is capable of bonding up to 7 WAN connections. Was fun while it lasted, but in the end, I just decided it wasn't worth the cost.
--
What the heck is a GatorKram? »www.gatorkram.com

Cobra11M

join:2010-12-23
Mineral Wells, TX
reply to Cobra11M
yeah its pretty much they want you to pay 100 or more for internet.. just to be exempt from the caps... ha suddenlink is such a follower to the rest of the cable cos.. suddenlink should really try to do something them selves and not follow the industry


moldypickle

join:2009-01-04
Haughton, LA
kudos:3
Reviews:
·Suddenlink
There is no reason for them to do that though. They don't compete with any other CABLE provider (in most, if not all areas) so they don't have to make themselves any different. And you can't even attempt to say that dsl is an option. For the vast majority of any cable footprint, dsl can't come close to competing on speed, so there's no reason there either.

So while the bigger players cleared the PR issues out ahead of them, SL can now follow with little fear of customer churn (because it's already out with the big dogs) and make a nice profit.

Though if they can't figure out this meter, their model is sunk regardless.
--
20/2 Suddenlink : Current
5/1 CMA : Old
15/2 TWC : Old

Sometwo

join:2008-12-28
So is SL capping us or not? Does it depend on the area? I still have a meter page and they don't mention they aren't capping there. If I go over I'm not going to get a warning or billed?


Gaff
Just like the gypsy woman said

join:1999-09-05
North TX, US
No caps anywhere until they fix their broken metering system.

Or perhaps they will decide to abandon it altogether.
--
My PC Gaming Blog
»www.gaffonline.com

Sometwo

join:2008-12-28
Awesome, thanks