Why does unlimited not mean unlimited when dealing with cell phone plans?

Hello Everyone,
This evening my internet on my phone stopped working. Strange as the rest of the family is still in service.

I call T Mobile and the rep days I’ve reached my days limit. Weird I say to her as for the last 11 years or more over been paying for “Unlimited” data. I’m then told that unlimited has a cap and I ask her if T Mobile knows what the definition of unlimited is. (without limits!)

We go round and round for a while and all of a sudden she says 'Wow, you’ve been a customer for 34 years!" All of a sudden I get an apology and my data is “reset”, carry on, they’re sorry for the trouble.

Well, I guess being a paying customer for 34 years has some benefit, but what I want to know is how can cell companies advertise “Unlimited Data”, yet have a cap on what you can use. Call it “A Whole Lot of Data, but there’s a limit” and I’m not mad. But call it something it’s not and I’m irritated.

Why haven’t the carriers been sued by someone over this? And if they have been why are they allowed to advertise a service they are clearly not providing.

And for anyone wondering how I can blow through 30+ gigs a month on my cell, no it isn’t all porn. We live out in the country and have no access to high speed internet via land line service or cable. Our only options are cell or satellite and satellite isn’t an option because of low data caps.

Some questions, as I too do not have internet access through traditional means and have an unlimited plan (through verizon)

What sort of internetting are you doing? How many people on your plan? do you all share a pool of data or does each line have its own separate data? I do quite a bit of video watching on youtube, and many of the other sites I visit regularly have imbedded videos that run automatically(livescience is the worst and it has really limited my visits there) Plus my kid does a lot of online gaming with his phone on top of his own video watching habits. I occasionally notice some slowing/lag in videos, but not often. I’ve never had my data just turned off.

Does tmobile have a unlimited data plan but limited minutes or messages? My plan is unlimited everything so maybe thats a difference?

Former Tech Support rep for T-Mobile here, so making an educated guess. Almost all of the T-Mobile unlimited plans are unlimited data on the phone itself, but tethered/mobile hotspot is most definitely limited for high speed data. Generally, older plans had unlimited ‘3G’ speeds for mobile hotspot, and some promos were 10 gigs of Mobile hotspot at 4G/LTE speeds and unlimited 3g after that.

In many cases, 3g speeds will flat out not work for modern websites that have a lot of images or embedded video, so yeah, your internet will stop working under those circumstances. It was my job in the past to tell customers that the mobile hotspot was not intended as a home internet replacement.

So, yeah, you probably want to check exactly what your plan says and what promos you have - unlimited slow is still unlimited, and in fact, that’s what you often get in the various pay-as-you go plans with boost and straighttalk, with ‘unlimited data’ at very low speeds.

Simple Mobile customer here. I get truly unlimited high speed data for $45 a month with autopay. It runs on T-Mobile’s network and I have totally unlimited 5G data with no cap.

34 years? What was the company called when you started?

If it matters there is absolutely zero tethering going on. I use my handset for everything from watching movies to browsing. Occasionally I’ll use Bluetooth to send a movie to my TV, but that’s it. W recently got 5g in our area and this is the first time it’s happened, do maybe they’re throttling 5g?

We have at this point 2 lines under T Mobile, to but each has is own plan. At one time we had 5. I believe T Mobile calls it a family plan, but you don’t share from a pool. Each phone has is own data. Some of our phones had limited date ie: So much data per month. My line has always had unlimited and we paid quite a bit extra for that. Not tethering with them phone, just using the handset to watch movies and browse.

The plan we have is advertised as unlimited voice, text and data. Never had a issue prior except for a text message every now and then saying you’ve used X amount of days this month. First time they’ve actually cut off data.

And as I said in my op, unlimited in my world means no limits, that’s what I agreed to pay for. Had I agreed to pay for x number of gigs per month than I wouldn’t be complaining.

It was called Voicestream if I remember correctly when we got out first cell phones.

“unlimited” is a term of art. If you read the small print it is probably defined.

It’s like “lifetime warranty” is usually defined as 1 year or 10 years or some other fixed length of time. And “free phone”, in the small print there’s an item “Promotion Recovery Fee” that’s exactly the price of the phone.

The world runs on bullshit

The main trend I’m familiar with is to call something “unlimited” but still have throttling after a certain point. It doesn’t stop the service entirely, but it reduces it, often quite severely, to the point that text or 144p YouTube videos are the only thing you can use.

One thing I find particularly disingenuous is how these throttle points (or even outright caps) never seem to scale with the bandwidth. So you get more bandwidth, which naturally means you use more data (even if you only use the same apps), and then you hit the caps/limits.

In your case, one possibility I can see is that it’s “unlimited” in that they’re told to fix it if you call and complain about it.

Also, is your plan one that they continue to offer now, or one that got grandfathered in? They could be trying to pressure you to move to a different plan.

Here in Oz we have been there, got the t-shirt. Unlimited had better be unlimited or there is instant unwanted scrutiny from the consumer regulator, and a trip to the high court, where contrition and promises never to do it again are the order of the day. (Not that that stops them trying.)

We Grandfathered in as far as I know.

I’m not on T-Mobile proper, but on an MVNO running on T-Mobile’s network. No issues with 5G. This morning I’m getting 436 Mbps download and 40.1 Mbps upload, although I have noticed it to be faster. My billing period just started, though. I’ve used 9.44 GB of data so far.

Fair enough obbn, just going with the most frequent issue I saw. It is true that most of the plans do have throttling (which isn’t called that, but I’m more than willing to call it that) which is generally for the top 2% of all users in an area, after which, yeah, you saw slower speeds. And having seen the bandwidth maps for the areas in questions, it did make sense from the Techs POV, even if it made customers grumpy. But if obbn tells me the current plan, I can double check if it’s one of the exceptions.

For @BigT’s point, I did actually see T-Mobile raise that 2% based on the increased availability and usage over the few years I was there. It was originally at or about 28G per month, but a year later it was over 30G. Currently, it’s over 50G per their website. In general this issue and soft cap is the same across all the unlimited plans, so it’s not normally used to suggest and upgrade - those come in the form of ‘the current promotion for 1/2 off or BOGO phones are only available to the most current plan’. :frowning: For that matter, it’s actually more complicated - during times of peak use, everyone is going to see slower speeds, and those that are in this bracket are going to crawl. But if the usage isn’t high, the speed for the top 2% isn’t restricted at all. However most areas, even with 5g, are running closer to capacity all the time than anyone wants to admit.

One other piece of good news is that (in general) those top users are reassessed at the beginning of each new bill cycle, so you have to hit that bracket again during the month before it’s reapplied. Please do note, this was all from 4-5 years ago, so this may have changed somewhat.

If you’re pushing the 50G (you did say 30+ per month), that may be what you’re approaching. Other hidden ‘unlimited’ issues that came up (that I don’t expect apply here at all) is that if you’re in a roaming area, the owner of said bandwidth often severely restricts the amount of data used while roaming (in some areas to 200 Meg!!!), coverage on Cruise ships is billed by the cruise ship choices which is insanely pricey, and of course international has it’s own limits (better than cruise ships though!).

Since you’re in an area where there aren’t any other good options, I will avoid well meaning advice like ‘download over wifi’ and the like, which would be insulting. I would consider checking if the new T-Mobile Cell based internet service is in your area though - it was designed for ‘home’ levels of internet use (hundreds of G per month) for around $50 per month, but don’t know if that additional cost would be worthwhile for the pleasure of watching on a full sized screen.

The last two things I would have mentioned if I was still a tech would be 1) check your streaming preferences, it’s normally at standard, but if you’re doing anything in higher def, it hits that 50G much faster, and that may be a good idea to limit going forward. 2) in terms of streaming music, if any of it is stuff you listen to frequently (such as Amazon or Spotify playlists) it’s often easier to download it once and play from local storage (if you have the storage available).

Lastly, as a former T-Mobile employee (as distinct from a tech) I would mention that they tend to be very good at taking care of long time customers . . . who aren’t trouble. A few times, spread apart, they’ll bend or break the rules for customer satisfaction. But if it is happening every other month, they’ll give you that advice above and make no further adjustments. Which was already a LOT better than the experience I had had prior with other carriers before working with them.

This has been happening for a long time, and as TechDirt said in 2016, “wireless carriers have had an often vicious, adversarial relationship with the dictionary.” AT&T, T-Mobile, and possibly others have had to pay fines over this.

Now, they at least usually say “Unlimited*” and actually bother to put the real data caps in the footnote. It still is a practice that I consider lying. If you went to a restaurant and they said “all you can eat shrimp*” and then the footnote said “*up to 8 shrimp,” we’d probably consider it false advertising. Even if they said most people only eat 4 shrimp.

I do prefer precision in language, but your example doesn’t work well, since most ‘all-you-can-eat’ restaurants or specials also have limitations like 90 minutes/2 hour maximum at the buffet.

It’s endemic to American advertising, as has been said earlier in the thread. In fact, Black Friday is one of the worst for this, where they advertise amazing deals, with a tiny little note about the limited supply for the big attention grabbing items.

I disagree. At any “all you can eat” buffet there is the unspecified but generally understood time limitation–a single sitting; I can’t bring a sleeping bag and stay for days. To go ahead and quantify a single sitting at 90 minutes or 2 hours seems a reasonable specification for a generally understood concept.

What is discussed here is nothing more that a revocation of what is expressly stated, albeit in smaller and misleading terms. Saying “all you can eat shrimp” and then saying “only 4” is not clarification but is just outright lying. Same with unlimited data and then capping data. It is good to see attorneys general going after this clearly false advertising.

All you can eat shrimp (prawns) in telco speak more like:

  • You can eat 8 king sized, and then you are only allowed to eat the tiny shrimps that came out of a can.

Still shrimps, but you would probably prefer to pass.