Feb 1 2021, 04:43 AM, updated 5y ago
https://www.soyacincau.com/2021/02/01/maxis...om-8pm-to-12am/
Maxis: “FUP due to MCO” a miscommunication, but traffic for Hotlink users are managed from 8pm to 12am
By Alexander Wong 1:13 pm, 1 February 2021 1 Comment
Below is the statement from Maxis:
Firstly, Maxis would like to apologise for the miscommunication on the Hotlink Unlimited Fair Usage Policy (FUP) which only applies to certain situations. Maxis would also like to clarify that we do not manage speeds to 512kbps during the MCO period.
Our focus during a surge in network traffic especially during the MCO period is making sure that access to a reliable and fast mobile internet network is available to everyone for essential activities such as web access to important information, e-learning and work from home. This network traffic management for Hotlink users during limited busy hours at night from 8pm to 12 midnight is not to be confused with Fair Usage Policy. Instead, it is an interim measure to ensure less data congestion to ensure a good user experience. We continue to monitor traffic and quality levels, and optimise network capacity while accelerating upgrades to retain a good mobile data speed experience. We encourage customers to reach out to our customer service team for any further assistance.
Question : What is Network Traffic Management??
https://www.soyacincau.com/2021/02/01/hotli...12kbps-8pm-mco/
Hotlink quietly slows down users to 512kbps after 8pm, blames it on MCO
BY ALEXANDER WONG 1:09 AM, 1 FEBRUARY 2021 2 COMMENTS
If you thought Hotlink’s Prepaid Unlimited 50GB Fair Usage Policy (FUP) fiasco was bad, you ain’t seen nothing yet. It appears that Maxis is now throttling all Hotlink Prepaid Unlimited users to a measly 512kbps for 4 hours per day.
A user had brought this issue to our attention after getting confirmation with a Maxis customer service representative on WhatsApp. According to the representative, the new “Fair Usage Policy” was introduced due to the Movement Control Order (MCO) and users will be limited to just 512kbps from 8pm to 12am daily. This appears to be applicable to both Unlimited 3Mbps (RM35/month) and 6Mbps (RM45/month) users.
One of our colleagues had recently noticed that he couldn’t stream HD videos on his Hotlink unlimited 6Mbps plan in the evening. Initially, he thought it could be a network issue but now it is clear that Maxis has been throttling the speed on purpose.
To make matters worse, you are still throttled even if you’ve purchased a data add-on. From the looks of it, it’s clear that most users were caught unaware of the new policy. Imagine paying for 6Mbps but you’re only getting 1/12 the speeds from 8pm to 12am.
According to the Hotlink Prepaid Unlimited page, users can expect HD (720p) streaming on the 3Mbps plan and Full HD (1080p) on the 6Mbps option. The supposed 512kbps throttling between 8pm to 12am is not mentioned anywhere on its website, T&C and FAQ at the time of writing.
The current FAQ clearly states that the FUP for high-speed data is limited to 5GB for daily pass, 15GB for weekly pass and 50GB of monthly pass. There’s no mention of any time restrictions and users should be getting their full speeds if they didn’t hit the specified quota.
The new throttling policy in the name of FUP is totally unfair to consumers. This is a clear violation of the General Consumer Code and MCMC should take further action to protect consumers. Not only did Maxis failed to inform customers of the new policy but it isn’t mentioned anywhere on their website, FAQ and terms and conditions.
It is appalling for Maxis to quietly restrict users and to use the MCO as an excuse. The MCO is meant to restrict movement to contain the pandemic, not for telcos to impose data speed limits.
It seems that Maxis is freely imposing restrictions according to their whims and fancies. If their network struggles to cope with demand during the MCO, perhaps Maxis shouldn’t have offered unlimited plans in the first place. Why promise something that they can’t deliver?
We’ve reached out to Maxis for clarification and we will update this post once we have more info.
If you’re unhappy with the policy, you can file a complaint with the MCMC via the Aduan SKMM portal under “Misrepresentation of Service” for false advertising.
Thanks @leekokwan for the tip!
This post has been edited by enduser: Feb 1 2021, 02:23 PM
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