In a move reminiscent of past controversies surrounding US carriers, US Mobile has come under fire from its customer base for implementing heavy throttling on video streaming services. The change, which reportedly affects both new and existing plans, has sparked outrage among users who claim they were not properly notified of the reduction in service quality.
According to numerous customer reports on Reddit, US Mobile has capped video streaming speeds to approximately 1.5 Mbps, effectively limiting video quality to 480p resolution or, at best, 720p. This dramatic decrease in streaming capabilities has left many subscribers feeling blindsided and frustrated, particularly those on premium plans or annual contracts.
One user, who goes by the handle “DesertFlyer,” reported experiencing Netflix throttling on their annual Warp 5G Unlimited Premium plan, purchased in May. They shared speed test results showing a significant discrepancy between general data speeds and those specific to video streaming platforms.
This situation bears a striking resemblance to issues highlighted in a 2019 study, which found that major US carriers were aggressively throttling video streams. The study, conducted by researchers from Northeastern University and the University of Massachusetts Amherst, revealed that carriers were throttling video streaming services regardless of network congestion.
US Mobile’s CEO, Ahmed Khattak, responded to the backlash in a Reddit post, confirming that all plans would be capped at non-HD video quality by throttling to 1.5 Mbps. In fact, they further went on to state that “Everyone seems to think it [HD video] was offered as a feature. It wasn’t. It all started with us as a courtesy enabling it one off, and then somewhere it got turned on by default.”
This admission has done little to quell customer dissatisfaction, with many threatening to leave the service or cease recommending it to others. The controversy has raised questions about the legality and ethics of such practices, particularly for customers locked into annual plans. Some users have suggested that this could be a violation of net neutrality principles, while others are calling for prorated refunds for those on existing contracts. I’ve added a few user complaints for reference below:
We have been with US Mobile for several years under the old Unlimited All plan with 4 lines. Everything was mostly great, and we have been quite happy with the service. But over the last few days, we have noticed that the video quality in Netflix has been significantly reduced. (Source)
Wouldn’t it have made more sense to wait until the option to purchase the HD video add-on is ready before starting to throttle everyone’s video quality…? (Source)
As the situation unfolds, many customers are exploring workarounds, such as using VPNs to bypass the throttling. However, this solution has left a sour taste for those who feel they shouldn’t need to take extra steps to receive the service they initially signed up for.
The incident serves as a reminder of the ongoing challenges in the mobile carrier industry, where the balance between network management and customer satisfaction remains a contentious issue. As US Mobile faces this wave of criticism, it remains to be seen how they will address customer concerns. If a recent interaction between the CEO and a Redditor is anything to go by, US Mobile might make things right soon.
While we wait for the carrier’s next move, feel free to share your experience with video streaming lately on US Mobile’s network.
Dwayne Cubbins
32 Posts
For nearly a decade, I've been deciphering the complexities of the tech world, with a particular passion for helping users navigate the ever-changing tech landscape. From crafting in-depth guides that unlock your phone's hidden potential to uncovering and explaining the latest bugs and glitches, I make sure you get the most out of your devices. And yes, you might occasionally find me ranting about some truly frustrating tech mishaps.
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