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F-2399Detected Oct 6, 15:33 UTC

What happens if I go over my fair-use limit on Unlimited at home?

Found in support-assistant v3.4 · release candidate on support-golden-v4 · Plans & upgrades

Missing contextHighOpenClaude Sonnet 5.5
Open gt_1052

Model answer vs gold answer

23% of model-answer words appear in the gold answer

Model answer

support-assistant v3.4

Unsupported: There is no limit on Unlimited at home; your speed is never reduced.

Gold answer

Human-verified · support-golden-v4

Unlimited has a fair-use threshold of 300 GB per month at home. Above it, speeds are reduced to 10 Mbps until the next billing cycle; hotspot is capped at 50 GB.

  • claimFlagged by the judge as unsupported or contradicted

Retrieved context

bge-m3 · hybrid (BM25 + dense, RRF) · top 3 passed to the generator

0 of 3 retrieved chunks are relevant · gold passage at rank 12

  1. 1

    Changing your plan

    Upgrades · kb-plans-008 · v2026.09

    Not relevant
    Upgrade to Unlimited at any time from My Harbor.
    Similarity0.68
  2. 2

    Family plan lines and shared data

    Shared data pool · kb-plans-023 · v2026.09

    Not relevant
    Family plans share one data pool across all lines.
    Similarity0.66
  3. 3

    Roaming fair-use

    Fair-use allowance · kb-roaming-011 · v2026.09

    Not relevant
    Unlimited Plus includes 35 GB of Zone 1 roaming data per month.
    Similarity0.65

Judge verdict

LLM judge · Claude Opus 5.5 · rubric v3

0.07

rubric score · pass threshold 0.70

No retrieved chunk describes domestic fair use. The answer fills the gap with an incorrect absolute claim.

Diagnosis

Missing context · Fair-use scope confusion

Root cause

kb-plans-019 (domestic fair-use) is outranked by roaming fair-use content for the phrase 'fair-use limit'.

Suggested fix

Add 'at home' and 'domestic' query expansion; tag fair-use articles with domestic or roaming scope.

Playbook: missing context

A relevant article exists but was not retrieved, or was only partially retrieved.

Detection signals

  • Context recall below 0.7
  • Gold passage outside the top 10
  • Generic or hedged answer where gold is specific

Common fixes

  1. Add customer-phrased synonyms and regional terms to query expansion
  2. Increase k for long-tail intents or add a second retrieval pass
  3. Fill knowledge-base gaps, then re-index
  4. Escalate when no chunk passes the relevance threshold

Activity

1 event · 0 comments

  1. Relevant ·

    Detected by support-assistant v3.4 run and labeled missing context