When moving to a rural area, high-speed internet access is often a top priority for families. However, as one recent case investigated by TrustDALE demonstrates, consumers need to be particularly careful when signing up for satellite internet services.
In a recent investigation, we found that some satellite internet providers may advertise "unlimited" data plans while burying important usage limitations in their terms of service. One consumer discovered that his supposedly unlimited plan actually included a 40GB threshold, after which the service would be "prioritized" - a technical term for reducing speeds during high-traffic periods.
The investigation revealed several important lessons for consumers:
- Don't rely solely on verbal promises from sales representatives. While a representative may describe a plan as "unlimited," the actual terms of service may include significant restrictions.
- Always request and carefully review a written contract before signing up for any service. Important details about data caps, speed throttling, or "prioritization" should be clearly stated in the agreement.
- Be wary of terms like "unlimited" that may have specific technical definitions different from what consumers typically expect.
The good news is that in this case, after TrustDALE's intervention, the provider allowed the customer to cancel their contract. However, the company maintained that it's the consumer's responsibility to research the terms of service on their website.
To protect yourself when shopping for internet service:
- Get all promises in writing
- Review the complete terms of service before signing
- Ask specifically about any data caps or speed restrictions
- Keep copies of all documentation
