A Manx Telecom advertisement boasting of ‘unlimited’ data on their Pay As You Go service is misleading, an Isle of Man Examiner reader believes.
The reader, who wishes to remain anonymous, contacted the newspaper to complain and asked the Office of Fair Trading to investigate.
He says: ‘Manx Telecom advertise online “unlimited” data on their Pay As You Go programme if you top-up online.
‘However, in the fine print they reveal that this is capped at five gigabytes.
‘Five gigabytes is obviously not “unlimited”. Not only is is clearly not “unlimited” but further, they recognise that many customers will exceed this amount because they showcase higher amounts of data online.
‘Thus, I think that their initial advertising of “5gb” as “unlimited” is deceptive.’
David Smith, marketing director at Manx Telecom, told the Examiner that the company always took any complaint seriously and prided itself on working closely with the OFT on any matter such as this.
He added: ‘Our definition of “unlimited” with a fair use cap has been standard practice by several operators in the UK for many years – and it is also used by our competitor here in the Isle of Man.
‘A fair usage cap is purely to maintain the quality of service for all customers by preventing unreasonable usage, such as an individual or business using the product for high volumes of automated text messages.
‘Based on our own recent analysis, we know that 99.99 per cent of our customers will be unaffected by our Pay As You Go data fair usage policy, which shows that for the overwhelming majority of customers their usage is effectively unlimited.
‘Feedback from our customers, as well as the volume of customers returning to Manx Telecom, suggests that our recent change to allow free calls to be made to any Isle of Man mobile, as well as the introduction of an unlimited data top-up option, has been very well received by the market here.
‘No other Isle of Man operator offers free calls, texts and data for 31 days, and we are confident that our PAYG products offer the best value on the island by a significant margin.’