PCCW Netvigator – You Make It So Easy to Hate You (and VPN Notes)

PCCW’s Netvigator Internet service enjoys a virtual monopoly for fixed line Internet services in the small villages located all around the New Territories.  And faithful (?) readers of this blog may recall that when I moved from Sai Kung to Lam Tsuen last year, it took PCCW more than a year to figure out how to get a line to my house – despite the fact that I’m in a ten year old house in a large village located right off a main road. I spent much of that year sending complaint letters to PCCW, the telecommunications authority, and members of Legco, not that it did me much good. But now it seems that PCCW is seeking their revenge.

I’ve been paying $190 per month for Netvigator’s Internet service. This gets me an ancient ADSL line advertised as being 8 Mbps, but in practice has never been more than 5 Mbps – and generally quite slower than that. I was told this was a special promotional price because I’m also a NOW-TV subscriber. And then, my contract expired. Even though I still subscribe to NOW-TV, I was told that the monthly cost of my Netvigator service would increase to $298 per month, a more than 50% increase. This is especially frustrating after hearing from a friend in Kowloon who pays $236 per month for a 500 Mbps line from Netvigator.

Me:

I have always paid $190 per month for my Netvigator service.  My contract is finished and I am told it will now cost $298 per month for a new contract. I don’t understand the reason for this price increase. Certainly the level of service has not increased. I am not going to get a 50% faster line, so I don’t understand why I would be charged 50% more.  Can you please explain this?

Them:

Please kindly be informed that our service plan price has been adjusted
as we need to constantly invest to improve our service, in order for us
to maintain a high quality of service. Our company started sending a
notice to customers by post one month before the price adjustment. We
deeply apologize for the inconvenience and confusion that we have
brought to you.

Improved service? I’d gladly pay more for a faster line, but they are only offering me the same service I’ve always had.

Me:

I still do not understand from your answer why I am being asked to pay 50% more for the same service.

Them:

With regards to your email, we are really sorry to learn of your
disappointment over the service fee adjustment. However, we regret that
because there has been a substantial increase in our costs, price
adjustments for some of our services have become necessary.

As soon as I received your email, kindly be informed that I have
immediately passed your contact number to our sales hotline department
for their follow up action and please be patience that our colleague
will get contact you and introduce you the promotional offers on your
interest.

Substantial increase?  Please be patience? If I’m Patience, will you be Felicity?

Me:

No one has called me yet.  

A friend of mine told me that he is a Netvigator customer and pays $236 per month for 500 Mbps.  Please explain to me again why you want to charge me $298 per month for a connection that is 98% slower than that.

After a few days, I received a phone call telling me that if I want to renew the contract, it will cost $298 per month. I said that was too expensive. The guy said, “Okay, bye, see you.” That was a great promotional offer, wasn’t it?

Them:

In regard to your concern, as to cope with constantly changing market
circumstances, we do provide different promotional offers in different
market segments from time to time.

Referring to the record, our sales colleague has contacted and provided
an available offer for your consideration.

Constantly changing market circumstances? Why do they keep throwing these empty marketing phrases at me?

Me:

Your sales colleague called and did not provide me with any promotional offer, just the same $298 price previously quoted to me. Which I have refused. It is too expensive.

Them:

Referred to your message, please note that I have checked with our sales
department and kindly be informed that they will arrange to contact you
again in order to introduce you more offer plans for your interest.

A few days later, another “sales colleague” called and again offered me the monthly rate of $298. When I again said it was too expensive, I was offered a “special promotional rate” of $268. Still too much.

Then it got a little bit weird. The PCCW drone suggested that I could continue to use the service on a monthly basis without a contract. I kept asking how much that would cost me every month and I couldn’t get a clear or simple answer to what I thought was a clear and simple question.  She seemed to suggest that without a contract the service would continue to cost me $190 per month. I’m sure this is not right.

So I’m waiting for my next bill to see how much it is before I decide on my next step.

Side note #1 – You only need service of 3 Mbps or greater in order to efficiently stream Internet video services such as Netflix. These companies have spent buckets of money in optimizing their services so that they’ll work for people with relatively low bandwidth. And even with my relatively slow line and routing through a US VPN service, I’m able to watch Netflix and Hulu smoothly for the most part.

However, 4K streaming is coming soon. That will required a sustained bandwidth of at least 15 Mbps. On this Akamai chart of which countries are ready for this kind of service, Hong Kong places third globally, because 26% of the population does get this kind of speed. (No surprise, South Korea is #1.)

I think this is good news. If PCCW wants to sell this service, they’re going to have to do more network upgrades. Though I’m sure such an upgrade for my village would be years away.

Side note #2 – So why continue my Netvigator service if my 4G service from SmarTone is working decently? I’m not sure this is entirely logical, but on my last visit to the US I bought a Roku streaming stick (it’s half the price of a Roku box). I want to watch Netflix and some of the other channels they stream on my TV, not on my computer monitor. There is no way to configure the Roku for a VPN or a proxy; it has to be done at the router level. But I don’t want to route all of my Internet stuff through a US-based VPN.  So to me, it seems to make sense to have one relatively low-cost Internet account and router dedicated for this. $190 a month is probably already crazy but I was prepared to go with that. At $268 or $298 a month, I need to decide if it’s really worth it.

The alternative, I guess, will be for me to give up the Netvigator account, get a small network switch, and still have a separate router with the VPN configured in it and use that for the streaming. I’ll save a bit of money, but I’ll be sharing that Internet connection with two other people in the house and not yet sure how consistent my speeds will be. I will test this out within the next few days.

Side note #3 – In terms of VPN providers, Unblock-Us requires you to log into your account via a browser every day. That’s because their service gets tied to your IP address but your IP address is dynamically allocated by your ISP, so it changes. Logging in via the browser authenticates this change.

VyprVPN looks very attractive (their US$9 a month service includes “Dump Truck,” their Dropbox-like service, with 25 gig of online storage) but they require that your router be flashed with dd-wrt. The process is not trivial  and for whatever reason, when I tried to do this with my router, I did not succeed and had to restore my router back to factory defaults (a very good example of a time when having multiple routers came in extremely handy).

If you’ve subscribed to a VPN in order to get around geo-checking, which one are you using?

9 thoughts on “PCCW Netvigator – You Make It So Easy to Hate You (and VPN Notes)”

  1. I’ve been playing around with Tunnel Bear which has an easy one switch solution that turns the VPN off or on (and you can choose multiple countries if you interested in non-US based content). https://www.tunnelbear.com

    There is a desktop version and also an app for iOS devices. I’ve played with both. They give you a few hundred MB free each month with a 1GB bonus if you do a promotional tweet for them. It’s good enough to experiment with.

    Their full unlimited service is currently on offer for about US$40 per year which gives you one desktop nod two mobile devices. They have a single app version for devices that’s a bit cheaper

    So far I’ve been playing with their free option and testing out streaming from Amazon, with solid results. I’ll likely upgrade at the end of the month.

    Since I use an Apple TV, I can easily throw content up to my TV from my Mac or my iPad. But I’m still debating if I should go with the app or the multi device option.

    1. See, I can’t use either a desktop app or a mobile app. I need to install this into the router. I’ve looked at their web site and I can’t find an option like that from them.

      If you just want from your desktop, why not just use Hola. It’s free and I’ve found it to be quite reliable.

  2. FYI I pay 145 per month-no contract-same for at least 4 yrs-optical cable-but live in brand new gov housing in Ngau tau kok
    Mike

  3. I use unlocator.com. It’s not a VPN, it’s a DNS masking service, and can be installed at the router level or on individual devices. I use it for getting local team soccer matches which are blacked-out in NYC, but it’s designed for Netflix, Hulu, and the like. $5/month and works fine.

  4. While I was working in China, I was using Astrill. Yearly sub costs around USD60-70. Worked like a charm on laptop/macbook/iOS/android.

    Lemme know by email if you need a promo code (both you and I get an extra month I think)

    1. I see that Astrill requires a dd-wrt router and, as I mentioned, I had trouble trying to get dd-wrt installed to my router. Thanks though.

  5. Yesterday, while I was at work, my sister stole my apple
    ipad and tested to see if it can survive a 25 foot drop, just so
    she can be a youtube sensation. My apple ipad is now broken and she has 83 views.

    I know this is completely off topic but I had to
    share it with someone!

    1. I know the above comment is spam (and don’t click on the link) but I found it so funny I had to let it pass.

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