US Mobile customers lash out at carrier for heavy throttling of video streams

Update 08/07/24 09:54 am (IST): US Mobile has finally updated its website to include a notice alerting customers about the video stream quality limitation. Here are a couple of screenshots shared by a Redditor that highlight the update:

Update 02/07/24 10:15 am (IST): In a recent turn of events, US Mobile CEO — Ahmed Khattak — highlighted the company’s new toggle in the usage control section of the account section on the web app. This new toggle, dubbed “Data Waster Mode,” allows users to bump up the video streaming quality. According to the CEO, the toggle will let you pick 720p on Warp and 1080p on GSM. They also claim they’ll let users change the resolution once the feature exits the beta stage.

The beta testing is currently open for those with existing US Mobile subscriptions. Khattak further added that it will be prioritized for primary lines and will still only be open to 10% of users who sign up for trying the beta. Another thing to note is that while the option is currently free, the CEO claims that they’ll take a call on whether to offer it with an upcharge in the next month or two.

PSA: At present, once you enable the toggle, you won’t be able to turn it off. Luckily, a fix is already planned and the CEO confirmed that users will be able to toggle on/off the “Data Waster Mode”.

Original article published on June 27, 2024, follows:

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.