[May 8, 2003]

"Good customer service (and common sense) would dictate that if you're going to put a cap in place, you give people as much warning as possible, and be as honest and up-front about it as you can about why they're needed and the positive impact they will have.

My Free Jupiter Advice for the day would be that claiming that a service advertised as "unlimited Internet" actually had a cap all the time is not a wise way to retain subscribers. "

—Joe Laszlo, Jupiter Research Senior Analyst, in his blog