Data speed

Salty-Jake90
Novice

There is something that I am having a difficult time wrapping my head around. I am paying for the best service that Visible offer. You know, the UNLIMITED pro plan or whatever it's called. Its supposed to be the fast 5G data that you can get, with speeds up to 15mbps, and it's Unlimited data. I have been a customer with Visible for less than 6 months now, and just about 30mins ago I got off the phone with a customer service member that told me the reason my internet was running so slow all of a sudden was because I exceeded my data limit... What?... How do you have a data limit when you have unlimited data? That's freakin asinine. Pretty much, this dude wanted to sit there and argue with me to the point he was even trying to hold the fact I wanted to have the conversation via phone call over my head. Like it was an inconvenience for him to call me and that he was doing me some big favor by talk to me via phone call. Can someone please explain to me why I have a data limit when my the plan that I pay for is unlimited high speed 5G data? Because to my understanding Unlimited means there is no limit. 

2 REPLIES 2

DeanKevin64
Ace III

15Mbps is the hotspot speed not the phone speed. There may not be a hard limit when defining unlimited data but in the terms and conditions they do have a clause if they determine if you have been abusing it they can limit or terminate. On Visible's Reddit page some have posted that 450GB seems to be the point at which it is considered abuse and those were throttled to something like 1.5Mbps. One of the users, from YouTube, that did this was testing Visible's to see if there was an actual limit and did, had Visible remove the limit and then proceeded to hit that limit again. There have also been one or two posts there mentioning 250GB of use on hotspot falls under the abuse section, I  part in terms believe that falls under the section in the terms that mentions using Visible service as a means of whole home internet replacement. There was also a 4-5 year old post mentioning getting a notice from Verizon(Visible is owned by them and must monitor excessive data use) that they will have their service stopped if they didn't stop using an excessive amount of data, the person reported using over 1TB of data. 

 

So, even though it is implied that it is unlimited there is a threshold at which it is considered abuse and apparently you hit that threshold.

nlivarchuk
Novice

Hey, Iโ€™ve been with Visible since 2021 and Iโ€™m on the Unlimited Pro Plan too. Yeah, itโ€™s confusingโ€”โ€œunlimitedโ€ doesnโ€™t always mean full speed all the time. From what I understand, they may slow down data after heavy usage or during network congestion. 

 

I agree itโ€™s frustrating and could be explained way better by support.