Melon Mobile uncapped controversy

Mobile virtual network operator Melon Mobile will reintroduce unlimited minutes and SMSs on its uncapped plans following backlash from customers after it quietly started hard-capping these allocations.

However, multiple Melon Mobile customers contacted MyBroadband to complain that the calling and SMS allocations were, in fact, not unlimited or uncapped. In what was implied to be an interim measure, it required that customers talk to its contact centre to get additional minutes and SMSs if they exceeded their allocations.

In response to customer complaints and queries from MyBroadband about the changes, several of the company’s support agents said that it applied a fair usage policy on the “uncapped” voice minutes and SMSs. However, a package is only labelled as uncapped when a user can keep consuming data regardless of how much they consume.

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