NEWS
ISPs have rejected claims their fair usage policies could see broadband customers unfairly treated.
Switching website uSwitch has published research suggesting some broadband customers are being misled about what 'unlimited' services really are and could be at risk of losing their service without warning.
A Virgin Media spokeswoman claimed the company's best broadband package is unlimited in terms of the amount of data users can download. However, Virgin Media customers sign an acceptable use agreement which means action can be taken if customers are affecting the quality of service for others.
This could include spending excessive time using their connection, which could slow the network, or being the source of rogue activity (e.g. botnets) that could harm others.
The spokeswoman stressed customers would never be disconnected without prior warning or discussion.
Similarly a BT spokesman said the company contacts users who exceed their usage limits, advising them to reduce their level of downloading or move to a more suitable service plan.
If this proves unsuccessful, customers are warned their service is likely to be cut off due to their level of usage.
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Of customers on unlimited broadband contracts, the BT spokesman said people will only be cut off in exceptional circumstances - such as running a small business over a consumer connection or constantly downloading content.
During 2006, BT cut off "a few thousand" of its three million customers due to exceeding download limits.
Speaking to silicon.com, a uSwitch spokeswoman said the organisation is simply making consumers aware that unlimited broadband services are not always what they seem.
The Virgin Media spokeswoman added uSwitch's research "raises a good question" for consumers and makes a valid point to make customers more aware of what they sign up to.
Comments
There are 6 comments. Join the discussion
1. Dave Cotton
"This could include spending excessive time using their connection" has got to be the quote of the century. If I pay for an ADSL connection it is for 24/24, 7/7 and 365/365 how can I spend excessive time connected?
Here in France I have 8Mb + free telephone to 49 countries of the world with a note on my info page that says before the summer this will increase on my DSLAM to 28Mb + 200 TV channels.
And it all costs 29.99€/month (around £20). That is unlimited broadband.
2. Simon
I think uSwitch are right on this, the word "unlimited" has a specific meaning in english, so any service provider that applies either download limits or fair usage policies is simply lying if they call the service "unlimited".
No ifs, no buts, just plain simple lies !
I've taken to making complaints to advertising standards over some of the ads. Take Orange for example, their "unlimited" service has a fair use policy which is a usage cap in anything but name. It's also hard to find, taking several clicks and a trudge through the small print to find. Even then they don't say what it is, simply that you'll get thrown off for exceeding it !
There is no excuse whatsoever for any ISP to label a product as "unlimited" if it is limited. There is less than no excuse for not making any limitations or 'fair use' policies both plain to see and easy to understand.
Oh yes, and same goes for the application of traffic filtering and/or shaping. Many ISPs do this secretly, some (very few) are up front and open about it.
Perhaps the next crusade for Silicon.com ? "Fair broadband terms for all"
3. Tim Jackson
Unlimited until you reach the limit?
When I was a kid that was called lying.
Maybe I should tell my teenage daughter she can have unlimited pocket money. But add in small print that if I don't like how much spends or on what, I'll cut it off altogether. Sounds good to me.
4. Stephan Jones
Last year, Plus.net showed me the insanity of their Acceptable Use Policy. I got an email saying I'd exceeded the limit on my uncapped connection, due to the AUP that wasn't in place when I joined. So I lowered my usage considerably, and the next month got another email saying I'd exceeded my limit again. Because I'd done it 2 months in a row, my account would be restricted to 2400 modem speeds, and there was nothing I could do about it. It turned out that their reporting system worked a month in arrears, so their first email referred to usage 2 months before I recieved it. By the time that first email arrived, it was already too late to save my account from being permanently crippled. Needless to say, I'm no longer with them.
5. James Howie
I have spoken to my ISP regarding them blocking applications during peak times.At first they completely denied it. Then once I presented them with evidence I was told that it was because I was downloading during peak times! I had not broken any FUP this seems to be standard practice now with some ISP's
6. Jeremy Wickins
I agree with Simon -this has to be the next issue for a silicon.com campaign. "Unlimited" means "without limits" i.e. no secret caps, no "reasonable" restrictions on use, nothing. I think that the ISPs should be careful - I think this could amount to breach of contract if someone wanted to take it to court.
If there are caps, than the service should not be called unlimited, and the rules for deciding "reasonable use" should be plain for all to see, and an appeals mechanism put in place.