Saturday, May 11, 2013

WTF! SmartBRO Or MyBRO, Fair Usage Policy Is Not Fair At All

A few months ago, I dialed *1888 on my Android Phone. It connected me to SmartBRO's Customer Service Hotline where I was able to talk to a Customer Service Representative (CSR). The reason why I wanted to talk to a SmartBRO CSR was to ask one question and that question was, "does SmartBRO has a monthly bandwidth limit"?


The CSR gave me a quick and simple answer and the answer that was given to me was, "NO"!

Last week, my internet connection speed suddenly became extremely slow. I didn't took notice of it because SmartBRO likes to perform unscheduled updates or maintenance to their system.

Yesterday, my internet connection speed was still very, very slow so I decided to contact SmartBRO's Customer Service Hotline. After pressing all these buttons, the last thing that I heard was a recorded message that said something like, "Good day. You've reached your allowable volume usage for this month. For more information about MyBRO's Fair Usage Policy please visit http://pldthome.com/mybrofup".

I can't remember the exact words but I think it's close enough.

I was very, very surprised to hear the recorded message because it mentioned "allowable volume usage". What the hell is this allowable volume usage? Well, it has something to do with bandwidth limits and, as far as I know, SmartBRO doesn't limit bandwidth use and, when I asked a CSR about it, the answer given to me was NO.

I tried many, many times to talk to a SmartBRO CSR but the option to talk to one of them was no longer available in the Customer Service Hotline. I tried all the options but none of them connected me to a living and breathing CSR.

Today, I went to a nearby Smart Office and complained about it. The person I talked to confirmed the newly implemented Fair Usage Policy but, when I asked about my monthly allowable volume limit or monthly bandwidth limit, the answer I got was very unsatisfactory.

I went home dissatisfied because I never got any information about my monthly allowable volume or bandwidth limit from Smart. For some reason, the staff or people handling the customers complaints and problems have no idea as well.

To find out SmartBRO's newly implemented allowable volume usage or bandwidth limit, I search Google and found it. According to this post titled Smart Bro Canopy (myBro) Slow Connection (2013), SmartBRO's monthly bandwidth allocation per user is only 15GB. WTF!

15GB a month is very, very small. If you look at closely then Globe Tattoo's 3GB/5GB daily bandwidth allocation is much, much better compared to SmartBRO. Seriously, if Globe can offer their subscribers 5GB daily then why can't SmartBRO or MyBRO offer us something much better. Better yet, why even implement this Fair Usage Policy when SmartBRO existed without it for many, many years.

I don't mind having this Fair Usage Policy but SmartBRO or MyBRO should at least make it fair for everyone specially the old subscribers like me. 15GB a month is extremely small. They should at least offer us something like 8GB - 12GB a day not this ridiculous15GB a month.

Anyway, if you are a SmartBRO user like me and you also find this 15 GB montly limit UNFAIR then please sign this Online Petition titled No to SMART/PLDT FAIR USE Policy: Trash the Fair Use Policy.

Reactions:

49 comments:

  1. true.... i've been a loyal smartbro subscriber, pero ngayon disappointed ako dyan sa new rules nila.. i am considering switching to other network right now...

    ReplyDelete
  2. RELATEMUCH!!!!! what shall we do? switch?

    ReplyDelete
    Replies
    1. when I contacted them... the lady told me to upgrade to MyDSL because MyDSL doesn't have any limits... T_T

      Delete
    2. Me too but when I tried to go to smart center here in Cagayan de Oro. They told me na hindi raw pwede kasi naka-contract ako for 24 months. The only thing I can do is to terminate the contract which I will have to pay the remaining 23 months I have. At heto pa, bago rin lang daw na hindi na sile pwede mag-temporary terminate. GRRRRRRRRRRR

      Delete
    3. Me too T_T. Sabi rin ng customer representative sa akin yan from *1888 But when I went to smart center here in CDO they told me, na hindi raw pwede kasi naka-contratc pa ako. The only thing I can do is to terminate my contract and pay my remaining 22 months. at heto pa hindi na daw pwede mag temporary terminate ngayon bago raw patakaran. GRRRRRRRRR

      Delete
    4. Ewan ko kung ano ang iniisip ng Smart at gusto nyang i-apply ito. Malinaw naman na negative ang impact nito sa customers nila. Sa ginawa nila parang sinabi na rin nila sa mga subscriber nila na lumipat na kayo ng ibang network.
      Guy’s visit new to para sa mga nag sasabing “No to SMART/PLDT FAIR USE Policy”
      http://www.change.org/ph/mga-petisyon/no-to-smart-pldt-fair-use-policy-trash-the-fair-use-policy#share

      Delete
  3. I reached my cap as early as May 3. The thing is they don't really define what "Fair Usage" is, and what makes usage unfair. I'm not paying for this .2 KBPS shit.

    ReplyDelete
  4. how do you know if you reached your cap without calling the CSR?

    ReplyDelete
  5. I don't think the cap limit is 15GB for plan 999, and neither the CSR at the Smart center or the ones at the phoneline know what the exact limit is. It took me 7 days to reach my cap limit and by my estimate using utorrent's transfer cap, the cap limit is around 60GB. But after fooling the system and resetting my cap back to zero, I'm closely monitoring my usage to find out the exact cap limit. As of now, I'm already at 66GB but the system has not limited my speed yet. I think the people at PLDT are just making things up as they go along. FYI Globe's plan 999 has a 3GB/day limit which sums up to 90GB per month. Good thing about it is the cap limit resets daily, unlike PLDT MyBro where you have to wait 'til the end of the month for the cap limit to reset.

    ReplyDelete
    Replies
    1. Sir are using mybro plan 999 2mbps wireless? Coznim planning to get it also and everyone is saying that it has a 3gb cap.. U don't experience it?

      Delete
  6. I dont agree with this. I've been in smartbro for almost 5 years and they just suddenly implement this policy. This should apply to new subscriber and should not be applied to old and loyal customers. Im planning on changing my internet provider because of this, customers with 1 or more computers can only have 15gb/month and that sure is not enough

    ReplyDelete
    Replies
    1. Ru using mybro plan 999 2mbps?
      I'm planning to get this promo too

      Delete
  7. wala bang news na babawiin nila yung FUP na yan?

    ReplyDelete
  8. it was just today that I knew that there was a bandwith cap. I was surprised when the speed went too slow then I called up *1888 then the representative told me that I already reached the maximum usage. bWhen I asked her what is the max usage she has no idea what the number is.. So absurd that they are csr and they don't know the answer. And now from What I read here it's just 15gig a month... Impossible I barked at the representative telling that I am on an unlimited package then suddenly it has a cap!!! she even told me that I am suppose to check every update in the smartbro's website... So unfair...Smartbro sucks knowing I can't terminate just yet the account being I'm also on the 2 year lock-in period... still have 6 months remaining and I' suppose to pay the remaining months to terminate the contract, such liars Smart is.....

    ReplyDelete
    Replies
    1. to ultimate ban this let us do a campaign to not subscribed with SMARTBRO.. im also very disappointed with this VERY UNFAIR USAGE POLICY... LET US POST THIS to every SOCIAL MEDIA.. FB,Youtube, TWITTER. for the info why i hate smartbro now.. its about time when i just finish my 2year contract and got a renewal 2 year contract, suddenly on the same month they had this UNFAIR USAGE POLICY

      Delete
  9. The first time I noticed the bandwidth cap was last May. After several days of 0.20 kbps speed, my connection reverted back to the normal ~200+ kbps. I thought that that was the last time I'd see the capping. I was surprised, and a quick internet search revealed that apparently (I found this out in a Facebook page bashing Smart's FUP) Smart is dumping the FUP and reverting the customers' connections back to the normal speed, area by area. It was all fine by that time.

    Then this happened just yesterday; after a casual use of the internet, we noticed (there were 3 of us sharing a 2 mbps connection) a sudden and drastic drop of download speed. After some time, we only thought it was due to the storm, or maybe a maintenance. We got tired of waiting, and I checked our download speed using speedtest.net. True enough, our download speed was a consistent 0.20 kbps, then it dawned on me, it surely is the FUP again.

    What Smart doesn't understand is that some people heavily rely on a consistent and fast connection. Take me for example; I am studying in a University. I am required to be easily contacted, I download and upload files like assignments, group documents, large ebook and pdf files, powerpoint presentations, and the like. My University also uses a website as a hub used for submission of assignments, place for announcements, taking online quizzes and discussions. I NEED my connection to be reliable. I need it to be fast whenever the situation requires it. Some situations like sudden activities are unavoidable. What if that happens to me?

    Another problem I face is with my online subscriptions. Like for example, I am subscribed to Playstation Plus, a timed subscription with benefits. I buy games off of the internet digitally. Modern games that have massive sizes. I'm afraid 15GB is not going to cut it. I also play online games both on my computer and PS3. That too is dramatically affected.

    I subscribed to Smart Bro knowing that it is unlimited 2 mbps. That was my deciding factor. I've been a subscriber for more than 5 years now, and this is what I get? Way to treat loyal customers.

    This Fair Usage Policy is an outrage. Smart better do something about it now because when more people notice it and get affected by it, it is gonna get ugly.

    I paid good money for a service I need. I expect Smart to revert their service back to the way it were, and not only that; I demand recompense for all the inconvenience it caused.

    I pay YOU Smart, therefore YOU are my bitch.

    ReplyDelete
  10. 15gb a month? FYI 15gb a month is equal to only 8hrs of video streaming
    not including downloads/uploads/gaming/emails/upload pictures and more.
    so in 1 day you are only allowed to watch 16min of video! IS this what we call "UNLIMITED"!!!

    ReplyDelete
  11. I am definitely not renewing my contract with SmartBRO. This Fair Usage Policy sucks. The reason why I signed up for the service is because unlike Globe, SmartBRO does not have limit before. Suddenly, ganito mangyayari. When we are already in a conract. This is Unfair Keeping of Subscriber.

    ReplyDelete
  12. I'm ending my 7 years with SmartBro in 3 days. Yes, since June 2006 I have been a loyal subscriber and even when Ondoy and Habagat hit metro manila and my connection was not restored for a combined 2 weeks, I still paid my monthly due in full (Requested rebates but you did not approve). For the most part I enjoyed the service, despite the occasional system maintenance and signal hickups.

    But this FUP is too much. My connection was throttled down last June 18th to a glacial speed of .2mbps. I could not believe it, we are already in 2013! I had a faster connection 10 years ago than the 200kbps I now get. Smart is doing a terrible job with its old subscribers, and I think they want us to switch to consumable/more expensive plans either with PLDT or newer Smart products.

    Well good luck, I will not stay with SmartBro for another month while they sort out how much bandwidth they will allocate per subscriber. This is most unfair. Do not misled people into thinking your plans offer unlimited internet! I'm glad I did not renew my contract, and my other family members will follow suit with terminations of your service.

    SmartBro is ungrateful, greedy and dishonest. We have been loyal subscribers and this is how Smart chose to treat us. Shame on you Smart.

    ReplyDelete
  13. I gave-up my 2 smartbroken acocunts after having months and months of problems. Customer service is just not helping... so tiring and frustrating..

    ReplyDelete
  14. can you guys suggest a good service provider? im living in marikina thnx

    ReplyDelete
  15. pldtmydsl... best connection ever...

    ReplyDelete
  16. FAIR USAGE POLICY IS SO UNFAIR, kaya pala buwan buwan kami kung tumawag sa hotline nila kasi hindi namin alam na na reach na namin ang limit, eh diba UNLIMITED internet ang offer nila

    ReplyDelete
  17. SMARTBRO>>>>>PANGIT<<<<<<LIAR

    ReplyDelete
  18. kasama ba yung mga old subscribers dun sa 2mbps upgrade? i've been a smartbro user since 2007

    ReplyDelete
  19. if you used 15gb on the first day of the month...

    .2kbps for 1 month means 64mb na lang for the rest of the month.

    and that is FAIR!!??

    i didnt signed up for this, isn't this illegal or false advertising? Wala na man to pagsubcribe ko noon.

    -old subscriber 2007

    ReplyDelete
  20. Impossible naman na 15 gb per month lang.. and even the customer service representatives are not sure whats the exact limit.. but i really believe its not just 15gb.. and teka, sino ba nagpasimuno na 15 gb lang? wala naman yan sa official page ng smart.. i firmly believe nasa above 50 gb yan.. kasi hirap talaga lalo na if owner ka nga internet cafe.. 15gb is NOT enough.

    ReplyDelete
    Replies
    1. I monitored my bandwidth use this month and it capped at around 30 GB.

      Delete
  21. wtf.! tae yang mybro

    ReplyDelete
  22. pati globe ganon na rin mga p0ta yanh may max download per day kakapal ng mukha

    ReplyDelete
  23. kakapal ng mukha nyo same as globe di na kayo nahiya sa ping gagagwa nyo. niloloko nyo mga tao

    ReplyDelete
  24. pati globe ganon na rin mga p0ta yanh may max download per day kakapal ng mukha

    ReplyDelete
  25. my plan ends this nov. suggestion guys kung irenew ko p, pro nbagal tlga..

    ReplyDelete
  26. Well, at the end we can't do much, because there's no free market for the internet in the philippines. Smart or Globe, there's not so much difference. They share the cake. In Germany, e.g. people don't have to be locked in for 2 years. If the provider is not good enough anymore, you just terminate within a month. And besides, it's cheap, very much cheaper.

    ReplyDelete
  27. same here,, nka DL ako mga around 38gb, ps2 games yan , tas may remaining 3games pa hindi natapos kasi nag exceed na at naging 0.18 - 0.25 nlng ang speed ngayun. 10days ko na consume, cguro mga 40gb a month?

    ReplyDelete
  28. ako nag pa connect ng smart bro 999 month an sbe sa promo unlimited usage pa... ng apply ako sa smart sm calamba ang sbe me limit dw ask ko ilan 50 gb dw inulit ko pa skanila n sure cla if 50 gb uu dw d n un kaya ubusin,,, so nag pakabit ako un pla 15 gb lng per month pg lumagpas ka .20 mbps lng ampotz akhit utube hndi mg play.. SISING SISI tlaga ako nkaka i month plang ako.. d na dw pwede i pa disconnect byaran ko dw un 2 yrs..

    ReplyDelete
  29. ask ko if ilan tlaga yun allocated sken na data wla clang masabi puro panloloko yn commercial nla

    ReplyDelete
  30. ITS TRUE . disappointed talaga sa smart bro ngayon... imagined 15gb tapos bagal na browsing. tapos kun mag pa terminate ka bayaran mo yung natirang months.. eh cno pah gustong mag pa connect ng 15gb a month.. sa ngayon pag heavy ang need ko sa net . nag Supersurf 50 na lng ako sa GLOBE POSTPAID ko na phone.. 6MBPS pa speed.. tapos mka download pa ako ng walang limit.

    ReplyDelete
  31. 12gb palang saakin lag spike na kaagad.. hahaha fuck this shit.

    ReplyDelete
  32. 4 days pa lang, FUP nako, December pa naman, dami mangangailangan ng fast internet service dito samin, 6yr nako naka subscribed and this is what I get. Maraming salamat sa Smart, "MAY KARMA DIN KAYO"

    ReplyDelete
  33. Glad I'm not the only one..! I've just found out abou the FUP today after I called the cust.service. and i've been experiencing a VERY VERY SLOW internet connection for the past few months.... I've been asking for some technician supports...which were not useful at all because it turns out this FUP is on the way. And I didin't get my speed reset every beginning of the month...

    I also found this link, does it really helpful?
    http://www.mukamo.com/how-to-disconnect-smart-bro-mybro-connection/

    Can someone suggest a good, fast, and TRULY FAIR internet service provider here in the philippines?

    THANK YOU

    -e-Non-

    ReplyDelete
  34. Di ko na binayaran last 6 months ko ang bagal. Trading online work ko tas gani2 ka bagal? kahit di pa na reach yong limit ang bagal parin, kaya nag try ako ng prepaid sa smartbro ganun parin ang bagal.

    ReplyDelete
  35. tinawagan ko Smart CSP kahapon, and sabi nila the FUP is 50gb monthly... and it's really disappointing sa narinig ko..... sana mag reconsider ang smart sa new protocol nila. just having the same problem with you guys.

    ReplyDelete
  36. 1 year 3months n ako subscriber ng smartbro ngaun lng yan lumabas policy n FUP n yn dpat abolished n yn policy n yn smartbro kung ayaw nio mawalan ng subscriber ibalik ung dating policy n unlimitted enternet dhil yn ung policy non nag apply ako unlimitted pag yn ung policy n yn dko kuna taposin ung 2years contract desconnect n ako smartbro

    ReplyDelete
  37. dapat abolished n yn FUP nka disappointed naman yn loyal p nman sna ako s smartbro subscriber

    ReplyDelete
  38. Tae tlga yang Smart Bro na yan.. Loyal customer nila kami before. natapos namin ung 2 years. after that ngaun lang ulit kami nag pakabit. akala namin katulad ng dati then before end of the mont bigla nalang wala na kami net. Grabe.. I dont care if ma-blocklisted pa kami basta hindi na ko mag babayad. walang kwenta!!!

    ReplyDelete
  39. FUP? baka UUP - UNFAIR USAGE POLICY. magaadvertise ng napakaaus na net, unlimited bandwith tapos lalagyan ng cap na 30gb? FCK LNG. 2nd week plng ng january 20kbps na speed ko taenang yan. FAIR ampota. to think na ang loyal pa namin sa kanila! tapos ayaw pa pakabitan area nmen ng linya ng pldt pra maka pag line na kme. 1 km away may line ng pldt tapos smen wla? BS service

    ReplyDelete

 
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