Quantum High Speed Internet Missing in Action

[BrinyBoy]

I am currently on Quantum of the Seas May 2 sailing out of Bayonne, NJ to Barcelona. Here is a recounting of my odyssey working up through the ranks to find out why we have none of the highly marketed high speed internet.

 

Open letter to:

Richard D. Fain, Chairman and Chief Executive Officer of RCCL

Michael Bayley, President and CEO of RCCL

 

Nay 4, 2015

 

Today is day 3 on Quantum of the Seas Bayonne, NJ to Barcelona. Royal Caribbean has advertised extensively regarding the new dedicated satellite high speed internet available on your new ship. Your website continues to say " High Speed Internet - Do everything you're used to back home - Web surfing, video chatting, streaming shows and more - all without interruption." Your staff, printed materials and displays continue to tout high speed internet. Based on these assertions I paid for the $220 two device plan for our 11 night cruise.

 

I will concede that the connection is better than on past cruises, which is not saying much as it has historically been atrocious; however, at no time on this cruise has there been "high speed" internet access. I have sat and watched for 5 minutes waiting for a page to load until finally giving up. At times a page will load in a minute or so. At no time was I able to video chat, or stream, including Skyping.

 

Yesterday I spoke to Guest Services personnel, including your officer in charge of Internet Services, and I was read the disclaimer on the brochure as if I were a child. "Due to the nature of satellite communications at sea, there may be fluctuations in the signal from time to time or no signal connections due to weather, ship position, radio wave interference or other conditions." The next day I was put through to the Marketing Manager who also read me the party line, and then said she would look into what speeds we could expect and get back to me. After 8 hours she has not done so. On returning I was put through to the Revenue Manager who reiterated that we are between satellites and will be until in port and that she is sorry about how I feel, but there is nothing to be done. I indicated I was not stating my feelings but stating facts. She stated that the pricing was commensurate with that on ships without high speed internet. I pointed out that is a meaningless comparison. If I am told I will be purchasing high speed internet for $220, then find I have only dial-up, knowing people pay $220 with expectation of only having dial-up speed makes me think not only am I being cheated, but that those knowingly purchasing dial-up for $220 are paying too much.

 

Now, I can accept that there can be intermittent fluctuations in service, except that your tech officer stated explicitly that there will be dial-up speed at best, with no possibility of streaming, video chatting or Skyping until the ship arrives in Shanghai. That means that for 53 days you are enticing people to purchase the wifi packages on the understanding they will have high speed internet, knowing full well that the advertised high speed will never be available. Fifty three continuous days of inability to provide an advertised and paid for service does not constitute "from time to time."

 

I was finally given an appointment with the Hotel Director who essentially reiterated the same line and indicated that on board the ship they had no leeway to make any concessions as that is the purview of the shore staff. He stated that they made an effort to remove all mention of high speed internet as we boarded knowing it would not be available. I pointed out that was a meaningless gesture as on booking the marketing was all about the high speed internet. In addition, there was no explicit statement that high speed internet would not be available. I asked for a direct email address to send this to you but was told that was not possible.

 

I would like to recommend that RCCL immediately stop advertising the availability of high speed internet except in port, that everyone who has paid for such be refunded a minimum of half their purchase price, and that there be a ship-wide announcement that only dial-up speed will be available with no possibility of any streaming service, and that the same be posted prominently at Guest Services.

 

The lack of this widely advertised service can only be characterized as false advertising and is a deplorable fraud perpetrated on Royal Caribbean's loyal passengers. Royal Caribbean is selling a service that does not exist. Royal Caribbean needs to step up and be honest.

 

I will be posting this letter and any reply on Cruise Critic.

[ChipLondon]

The satellite thing always gets me, whilst I have little knowledge of how such things work, I always get confused. Surely the satellite is thousands of miles up in the air, and apparently tracks the ship. So how the ship moving makes a different is beyond me, as it must be roughly the same distance away. Sure I understand the weather thing as we all ocassionally suffer from those issues.

 

I think it is more to do with the satellite they link to in the states is a different licence agreement to that in Europe or other areas.

 

I think you will get signal before Shanghai, as there will be other ports, but when connected to the ships signal, I think you will not be happy. :eek:

[tahqa]

Chip,

 

Here's an article on the O3b internet service that Quantum uses:

 

http://www.extremetech.com/extreme/159626-o3b-launches-high-speed-satellite-internet-for-the-under-connected

 

The short version is the satellites in question are MEO (medium earth orbit) satellites and are not geo-stationary. The individual satellites move in and out of range of the ship and the ship has to be able to reposition their dish to track the satellites.

 

There could be many reasons for the ship not being able to establish a link with the satellite... it could be weather or it could also be an issue with the positioning systems for the ships dish.

 

Either way, it sucks that the OP isn't able to get what is advertised.

[nelblu]

On the 2/2/15 Quantum cruise to the Carib., the speed was exceptionally fast. However, I was only using for e-mail purposes and not downloading or watching movies.

[MADflyer]

I was on the Oasis TA directly post dry dock in October and then the Quantum maiden voyage TA in November and had the best internet package available on both sailings.

 

I was sure surprised when I found the internet connection on Oasis to be far superior to the Quantum connection at that time.

 

I am surprised to see a post now stating that this is still a problem.

[39august]

What a well written letter! I will be interested in any formal response.

[EdandMary]

While on the Quantum, we were told that the internet would slow down once it left the U.S./Caribbean market because at this time, there is only one satellite up and working. RCL hasn't launched the Med, or Orient satellites yet. That will happen, but for the present, there is only the one satellite to offer the high speed service. This is a poorly guarded secret that RCL doesn't want you to know.

[Ivstan14]

On the Quantum now and I 100% echo the OP. Not only has all verbso and written communication advertised "high speed" Internet, but RCTV is persistently playing the O3B promo video.

 

Interested to hear from the OP on whether he gets a response. This has felt very much like intentionally misleading advertising.

[tomatosauce]

While on the Quantum, we were told that the internet would slow down once it left the U.S./Caribbean market because at this time, there is only one satellite up and working. RCL hasn't launched the Med, or Orient satellites yet. That will happen, but for the present, there is only the one satellite to offer the high speed service. This is a poorly guarded secret that RCL doesn't want you to know.

 

If there is only satellite up and it is not in geo orbit then there would only be intermittent coverage. O3b currently has 12 satellites up and there is a map of their coverage area on the Wikipedia page for O3b.

[csaeroach]

We are currently on the Quantum too and have bought the $220 package as we thought we could Skype, FaceTime etc with our kids back home and we cannot even upload a picture to facebook. The Internet is so bad. We were on Oasis in Feb and had excellent Internet so very disappointed as every page just sits and spins and then you just get so fed up and leave the page. If we would of known there was no high speed we would never of spent the $220 as the service we are getting is not worth it that's for sure

[sblair]

Sounds like a good class action lawsuit for false advertising, bait and switch.

[jstraw20]

From what I've read of people's experiences on private yachts utilizing satellite internet service, it sounds like par for the course. I don't think they're doing anything wrong on the ship per se, but the whole thing definitely smacks of false advertising. The absurd rates they're charging doesn't help.

[sblair]

Sounds like RCCL is a much better candidate for a law suit than this even: http://www.msn.com/en-us/travel/news/united-airlines-sued-for-dollar5-million-over-dollar8-in-flight-tv-charge/ar-BBjmFL1?ocid=DELLDHP

[BrinyBoy]

Here are the internet speeds the last few days. For comparison my provider at Shaw in Canada has a slowest speed of 5 Mbps with options of 15 or 30 Mbps for download.

[happytotraveltoo]

The low tech Wi-Fi service on the high-tech Quantum is a disappointment and a topic of much conversation onboard...buyer beware!

[TOMCAT22]

I have been following the deployment of the 03b service and my understanding is that North of new York (62 degrees north and above) the satellite service is out of main coverage till a new satellite is launched.

 

03b is totally different from normal satellite service in that it has steerable antenna (in space on the satellite itself) which creates a hotspot with the ship in the centre ,the ship transmits its position to the satellite every 2 hours which adjusts its beam forming antenna to keep the ship in the centre of the hotspot to maximise speed, each beam can carry 600mb in each direction which is shared amongst the ship (assuming one beam is dedicated solely to the ship).

 

For the Quantum cruise to Shanghai this SHOULD mean that once the ship is in the Med or below 62 degrees latitude then high speed internet should be available. A few caveats are that although RCI has contracts with 03b to provide coverage in USA and Caribbean they might not have these contracts in place to cover a ship repositioning across the globe.

 

Essentially if you are on Quantum now and don't have high speed internet then its almost certainly the fault of RCI as you are in prime coverage area of 03b satelites....complain like mad and get a refund.

 

Good luck.

Gary.:)

Edited May 11, 2015 by TOMCAT22

[BrinyBoy]

Letter in stateroom in response to appending original post to mid-cruise comment card.

[deanamarie212]

Letter in stateroom in response to appending original post to mid-cruise comment card.

 

Hi the photo isn't great, what does it say?

 

I was thinking of purchasing the package for the Dubai - Singapore, now I'm not sure?

[BrinyBoy]

Thank you for contacting Royal Caribbean Cruises Ltd. Your correspondence to Mr. Bayley was forwarded to me and I welcome this opportunity to respond on his behalf.

 

We are currently reviewing your concerns and I will contact you to address these concerns within the next few business days.

 

Thank you again, Mr. Voigt, for reaching out to us. I look forward to speaking with you in the near future.

 

Gregory Thomas

Corporate Guest Relations

Royal Caribbean International

[BrinyBoy]

Thank you for contacting our Executive Offices at Royal Caribbean Cruises Ltd. Your correspondence to Mr. Fain was forwarded to my attention and I appreciate the opportunity to respond on his behalf.

 

I apologize for the issues you have been encountering with your internet access while onboard. The Quantum of the Seas uses a satellite we launched to get the high speed connections that we advertise. Unfortunately, with the ship moving toward Europe we are currently out of range of the satellite which is causing the internet to run a little slower. You were informed that the internet would be working at full capacity once we arrive in port, which is true. Once in port we will be able to access the satellite and continue our high speed service.

 

Please contact your guest service desk so that they may assist you with discounting the price of the internet package you purchased. Again, I truly apologize for the inconvenience and hope that the rest of your sailing is issue free.

 

Mr. Voigt, sometimes despite our best efforts and good intentions, things do not go the way we had hoped. I can assure you we will continue to improve our services to meet the needs of our guests. Please feel free to direct any additional questions or concerns to me and I will be happy to help.

 

Sincerely,

 

 

Gregory Thomas

Executive Office

Royal Caribbean Cruises Ltd.

[BrinyBoy]

Dear Mr. Thomas,

 

Although I appreciate the apology, I would make a few comments.

 

As you stated, Royal Caribbean has advertised and marketed heavily its satellite high speed internet with the ability to stream and video chat. Nowhere in that marketing was any mention made of it being unavailable while at sea. As several of the crew aboard the Quantum of the Seas mentioned, unavailability of this service was a known issue prior to our boarding in New York, and yet high speed internet was still being marketed on board prior to departure from New York as with the video I viewed being played in 270 on the RoboScreens. At no time was any mention made that there would be a complete absence of high speed internet on our crossing until it was obvious that speeds were barely adequate and I, and others, complained of it. Royal Caribbean should have had a large sign at the internet sign up kiosk and a message should have come up for those of us who enrolled online. Appropriate communication with the passengers was completely lacking.

 

Regarding your statement that the Internet was running a little slower, my measurement are below.

 

 

 

Keeping in mind that Download for the slowest high speed internet provided by my carrier, Shaw in Canada, has a download speed of 5,000 bps, the rate of 213 while in port in the Azores, and the inability to get the speed measuring app Ookla to even connect to measure the speed in Cartagena, is evidence that being in port does not enhance the service in any meaningful way.

 

Your offer to go to Guest Services to have my internet discounted, although appreciated, is unacceptable. Should your staff care to ask the other passengers aboard this cruise, I think you would find complete dissatisfaction is rampant. I do not consider it appropriate to accept your offer without the same consideration being made to everyone else aboard who purchased an Internet package.

 

The lack of the service as advertised was, and continues to be a significant inconvenience. We took this particular ship largely because of the service which would allow us easy daily communication via Skype and FaceTime with aged parents. We have had to email other relatives to contact them to give us the daily updates we needed for our, and their, peace of mind.

 

Royal Caribbean has failed in communicating to the passengers in any meaningful way regarding the lack of this service. I have spent a good deal of time standing in lines, seeking out various staff, working my way up through the hierarchy, measuring speeds, and writing letters when I would have much rather simply enjoyed my holiday with the amenities purchased as advertised. I had expected for the Internet speeds to be as advertised, given no indication to the contrary. Royal Caribbean's best efforts were lacking, and hoping for the best isn't good enough. The Officer in charge knew it would not work prior to departure from New York and this was confirmed by the Hotel Manager. There is no excuse for that not being communicated to the passengers. Hoping has no place in the discussion.

 

Royal Caribbean needs to restore its image and the passengers' confidence in the company. To effectively do this I consider the following to be minimum requirements:

 

1. Confirm that RCI knew in advance that high speed internet would be unavailable on the crossing prior to departure and while it was continuing to be sold.

2. Admit that removing as much mention of high speed as possible, without actively informing passengers that they would have only dial-up speeds at best, was insufficient and inexcusable.

3. Have prominent signage and inescapable messages when signing up online to indicate high speed will not be available, prior to people purchasing internet packages.

4. Credit all passengers on this crossing, who purchased internet packages, a minimum of half their purchase fee.

 

Failing the above, RCI is simply attempting to placate passengers with platitudes rather than making amends and restitution in a meaningful way.

 

Yours,

 

Robert Voigt

[BrinyBoy]

Just reiterate that speed no better in port. Today in Mallorca.

[BrinyBoy]

I received my bill today as we disembarked and my statement was credited with a $50 rebate towards internet package in spite of my declining the same. I would encourage everyone who was dissatisfied with the service to demand the same consideration.

 

I tested the bandwidth in port in Barcelona and speed was still unsatisfactory. For comparison, the last test was done in my hotel in Barcelona. (see attached image.) The speed of 6,880 is significantly better than in port using the Quantum wifi at 190.

[alexkrn46]

I am concerned since I am booked on the anthem crossing in October, what I was hoping to do, is send emails, read Facebook, and download podcasts, with those low speeds it may not be possible. The bonus would have been to FaceTime and stream.

 

 

also how was the TV programming did they loose the signal too?

[BrinyBoy]

You will be able to send and receive emails, although I would refrain from sending photos. Facebook was feasible but images did not load for the most part. The only plus side regarding the internet is that they no longer charge by the minute. You can be constantly online which is a huge improvement. I would recommend carefully questioning them about the anticipated speeds and get the name of the person who tells you the information and have a witness. If they admit you will only have dial-up speed and you are willing to pay the price, then fine. If they tell you high speed and you don't get it then complain vigorously. Keep in mind that to them 53 consecutive days is failure of achieving high speed from time to time. In spite of ongoing assertion that there is high speed in ports, my measuring by the iPhone app Ookla, this was not the case.

 

Regarding TV, the channels like BBC and CNN that are satellite feeds were largely absent except in port.