If unlimited usage and high speed are two factors that determine your choice of a mobile broadband service plan for your computer, you may be in for a big disappointment.
For the truth is that the service providers are, under some circumstances, not obligated or simply unable to live up to their own claims - and your expectations.
This was borne out in a recent Consumer Council survey on the scope and charges of mobile broadband service plans for computers.
In the survey, the Council found that all operators concerned have stipulated in their service plans what they call "fair usage policy" or the like.
The stipulation is put into force in the event the user downloads, sends or uploads data of an excessive size, quantity or frequency or in any manner which the service providers deem may adversely affect their network or service provision.
In the circumstance, the user may be subject to termination of service, limited usage for certain or all applications, charges for excessive usage or restriction of the speed of the broadband in use.
The operators have argued that the policy is to prevent the network from being exploited by a few abusive users to the detriment of normal service to other users.
The Council, however, holds the view that limitation arising from such a policy is not consistent with promotional claims they make concerning usage.
The Council is also concerned that consumers are not alerted to such "fair usage" stipulation upon subscription, raising question of fairness to consumers when disputes arise.
The operators are urged to clearly draw the attention of prospective subscribers to such provision on their promotional materials and service contracts.
The Council also takes exception to the promotion of "theoretical maximum speed" as advertised by most operators.
Most monthly service plans are categorized and priced according to their theoretical maximum speed, for instance, at 3.6 Mbps ($168-$268), 7.2Mbps ($188-$388), 21 Mbps ($388-$538).
But, in reality, the actual speed can hardly measure up to the advertised speed due to a host of factors such as weak signals and peak hour loading to the network.
The Council is of the view that if the service plans are promoted on speed, the operators must ensure that they have the necessary bandwidth to carry the traffic at the speed advertised.
Incomplete coverage, such as at certain locations in the country parks, should also be disclosed for information of consumers.
In any case, for most users of general applications requiring, for example, only some hundred kbps to browse a website or 2-3 Mbps to watch a video clip, the difference in usage experience between a high speed mobile broadband and one with a lower speed may be minimal.
Therefore, in all probabilities, there is no need for an ordinary user to choose a more expensive high speed service plan.
Of particular concern in the fee scale of mobile broadband service for computers is the roaming charges when used outside of Hong Kong. Such overseas roaming service can be very or extremely costly.
As a price indication, for example, downloading merely a photo with a file size of 1 MB (1,024 KB) will cost anything between $10.2 to $307.2, according to the tariff scale posted on the operators' websites.
Consumers are strongly advised to check their local operator's website or contact their customer service before departure, to ascertain:
- Whether there are overseas third-party network service operators cooperating with the local operator to provide mobile broadband service at the destination, and their respective tariffs.
- If there are any more economical monthly, daily, or fixed usage data roaming plans provided by the local operator.
Or, if there are similar plans by overseas operators at the destination. In that event, they should remove the SIM card or modem provided by the Hong Kong operator, and change the setting of connecting to the network on their computer from auto-connect to manual connect.
This is essential in order to choose the suitable network abroad, and more importantly, to avoid accidental connections which may incur an unexpected huge sum of data roaming charge.
The Council has received complaints from consumers landed with hefty bills of mobile broadband roaming charges upon their return from overseas trips.
The above is applicable to also mobile phone users.
In 2009, the Council received a total of 267 complaint cases related to mobile data services for mobile phones, computers, and PDAs.
For more advice and details of the fees and charges, consumers can refer to the Council's survey report in its latest (March) issue of CHOICE.
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