By Steven van Wel January 18, 2016

Neverstop Changes

Listen, iterate, simplify

02.18.2016 Update: Neverstop is no longer available. Give our new Pulse plan a try. Read more here.

Last week we announced that we were testing lower speeds to find a way to reduce strain on Neverstop. At the same time we asked for your input to improve it and have spent the last week analyzing your feedback.

What Happened

We made a mistake. We modeled Neverstop usage to be much higher than usage on Refuel. But we never anticipated that some customers would use over 1,000GB a month.

Some of you asked why we don't simply kick off the bad guys. Frankly, we don't think there are any bad guys. We offered an all-you-can-surf option, and people took us up on it. That's on us.

But usage this high is not something that will work today.

The other thing made clear in your feedback is that speed is important. Slowing it down was not a good solution, which is understandable.

What’s Next

Getting online with Neverstop should be simple and work well for most use cases. Here's the update:

  • 5Mbps up and down speeds are coming back
  • Get 15GB of data per month. After this, you’ll still be online but with speeds good enough for email and chat (around 64-128Kbps)
  • Earn a $1 credit for each unused GB

Beginning today, everyone on Neverstop will get a fresh start at 0GB. Based on current usage, this change will have little to no impact for most of you, while still reducing strain on ​​​​​Neverstop. But, if you’re looking to binge watch Netflix 24/7, this probably isn’t the product for you. If that’s the case, head to our returns page and we’ll take it from there. You can check your usage in our iOS and Android apps.

Our mission is providing you frictionless internet connectivity. Now it's our job to continue iterating to make it happen. There’s a lot to be done.

About Steven van Wel

That guy who cleans the desks at Karma and sometimes tells people he runs the company