Gabriella Davis August 7 2008 03:37:46 PM
I've just discovered the degree to which my 'Unlimited' broadband
isn't. We have had home broadband here with British Telecom since 1999 and the size has moved up over time to 8mpbs download on our unlimited contract. One week ago I was trying to work in the evening but discovered my download speed was only 80k. I contacted technical support and after several attempts of them trying to brush me off saying it was just very busy I got the call escalated and found that we had exceeded their fair use policy for unlimited downloads that month so they had (without telling us) throttled our network back to a max of 500k.
- No they couldn't tell me what the fair use limit was per month, only that we had downloaded 100GB
- Yes they could see that this was the first time in 8 years we'd exceeded the fair use policy
- No they couldn't turn us back on, we were blocked for 30 days and then they'd consider it.
- No they couldn't move me to any other contract for any amount of money that would actually allow me greater downloads
When I pointed out that we might as well cancel our service with them and go with someone else I was told that since British Telecom control the entire ADSL network and only license it to other companies, if they block us we stay blocked no matter where we go. Their only alternative was to have a 2nd phone line installed in the house and have ADSL added to that as well which would be a 2nd account.
In the end I decided to take out cable broadband as a 2nd service which is 20Mpbs fibre. So now we have 2 separate "Unlimited" broadband accounts at home, one ADSL and one fibre with 2 different providers, neither of whom will tell us what the fair use limit is. I'm guessing in their market they don't have to worry too much about customer service.