Earlier today, however, its users seem unhappy with their data speeds being throttled to 1.5Mbps without warning. A user, named jeffham, received an email from Karma letting him know why browsing speeds have been reduced. The email reads:
We launched Neverstop two months ago and the usage has blown our minds.Other users have pitched in and called Karma Mobility "ignorant" for not expecting high usage on an unlimited plan. But going back to the time when they first launched, Karma was very clear in not calling Neverstop an "unlimited" plan so they could be transparent about what they were offering. While Neverstop speeds aren't unlimited, the quantity is. So really, $50 a month gets their users no caps on the amount of data used at 5Mbps.
We couldn’t be more excited about your appetite to be online while on the go. But we were surprised to learn*how many of you are also using it heavily at home. We've seen lots of you binge watch Netflix in HD all day, back up your hard drives over the internet, and even connect your Xboxes through ingenious means. It’s a glimpse of how the internet should be, and we love it… but it's putting a strain on the service and it’s not what the product is meant for today.
So, to make sure that Neverstop continues to work seamlessly for as many people as possible, we have to make some changes to the service. We began running tests to optimize the service, including lowering speeds. Our engineers are working hard to find the right balance of always accessible worry-free internet, at a fair price, so you'll likely see speeds change over the next few days while we try to fine-tune that balance.
We will continue to get you online so you can do what’s most important to you when on-the-go: things like email, streaming, and browsing. But, we need to reduce the extreme usage cases. If you find that Neverstop doesn’t fit your needs, use our mobile apps to switch to*Refuel, or headhere*for a refund.
As we figure this out, we want to take into account what is most important to you as a Neverstop customer. To get your input, we put together a survey so you can help us improve Neverstop.
Ultimately our goal is that you never have to worry about getting online whether you’re at the office, home or the spaces in between. That’s Neverstop’s future. Today, we will make Neverstop the right solution for your on-the-go needs.
Perhaps Karma wasn't expecting their users to heavily use Neverstop while they are home. Or perhaps they weren't very clear about their intention of offering the plan for those who are on the go with minimal browsing and just accessing things when needed. If so, they should have been clear that their Neverstop plan was not ready for such heavy use. Nevertheless, the company is offering options for unhappy users to either switch to Refuel or get a refund for the plan.
As mentioned on the email, Karma is working at how to make Neverstop plan work best for its users and how the plan can be used the way it was originally intended to be. The company hasn't specified when they will be ready to return to 5Mbps data speed but they do promise they will get their users online. They just can't promise it to load as fast as before.