Home Broadband & Home Phone

[Allonewordinuk]

All of it, but been back in touch with them in there FUP team which i have been told are in Derry Ireland, and now i have a figure a massive 100 to 125GB a month and NO MORE, well i guess they are changing there policy and trying to get rid of me at least, so now i'll take it up a gear and a contact them in writing asking for my useage stats and start the fight from there.

It's funny i even have an email from them today telling me and i quote "I see that you're on the Standard package. So there's no Fair Usage
Policy applied on it. You can access it anytime without any
restrictions. Your speed will remain unchanged while accessing websites
and checking emails. However, if you download during peak hours (12am
weekdays / 12pm - 12am weekends), you will get slow speed. So I'd
suggest you to download during off peak hours (12am - 4pm weekdays /
12am - 12pm weekends) for better speed."

Anyone have a decentname an address i should address my correspondence to instead of just the general O2 addy?

All1

[Guest2]

I think we need an O2 comment from Abs or one of the other Admins on this one.....mañana perhaps ?

[Allonewordinuk]

I'd love to know the offical line as when i took out my contract i was told it was "unlimited" but with a FUP which is OK but i was told it was 250GB, now looking at my figures they must be wrong as March was not zero if we presume April is right at 258GB then just tell me 250GB is the max hence why i was contacted I have no problem with that but it's looking very underhanded and to be honest I only get 4-5mbits so i don't even know if i can do that much in 30 days.

All1

[npr Level 27: Desk Jockey]

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Allonewordinuk wrote:

 but it's looking very underhanded and to be honest I only get 4-5mbits so i don't even know if i can do that much in 30 days.

All1

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I agree it is looking very underhanded. Gives the impression they have no clear policy of what the download limits are -- unprofessional for a large company.

(4mbps /8) * .84 *60 * 60 *8 *30 = 367 GB

Downloading 8 hours per day at 4mbps you'd easily beat 367GB per month.

[Allonewordinuk]

OH well i guess i could do it in theroy then but in real world i doubt i done what they say.

All1

[edjonesy]

If there is no FUP on that type of account and it was sold as unlimited, where is their problem?

Concerning the downloads, what if it is streaming video, iPlayer/Netflix/Lovefilm etc. they are all legal and you should be allowed to wtch them when you want, it is no use having to take time off work to catch up with a show because you can't watch it in the evening!

If they are downloads, via bittorrent, then the downloads can be managed.

Also, how are we supposed to see how much we have downloaded? Streaming video does not have a way of seeing how big a download it is and if you have multiple platforms/users in teh house, how can you monitor them all?

[Guest2]

There has always been an FUP on all the legacy products........it's just that it's never been enforced.

That's why I said that we need a comment on here from Abs or another O2 Admin.

If it's a change in O2 policy to now enforce the FUP on users who exceed 250Gb then it would be wise for O2 to confirm it otherwise they risk losing customers which goes against what Abs said in this thread >>> http://community.o2.co.uk/t5/Latest-O2-Info/What-s-happening-to-the-O2-network/m-p/233597#M2501

"Our latest Q1 2012 financial results show that we have placed a lot of focus on attracting and retaining customers."

[Allonewordinuk]

I'd love someone to make an offical comment on this and guideance on where to go as this not only affects me right now but i'm worried for others as this may be the thin end of the wedge.

[Guest2]

I've asked Abs to post an official O2 comment on this thread.

[Allonewordinuk]

Thanks for doing that 02MACH2 this is a copy of the email they sent me after I got the phone call, the person who rang me was a bloke called "Marcus" from the Derry, Ireland office.

Dear ,

We hope that you are enjoying your home broadband experience with us. 
Unfortunately, it looks like you've been using significant amounts of 
our network capacity and it's affecting the service that our other 
customers get.
 
We need your help to make sure that all of our customers get the most 
from their broadband service.  Here are some of the things you can do:

- Be Aware - Make sure you know what's using up a lot of bandwidth. 
- Peer-to-peer software - like Bittorrent. As these programs download 
and upload files, you might be using more than you realise.
- File sharing - some programs might run continually in the background. 
If you turn off the 'auto start' setting you can stop this. 
- BBC iPlayer - If you're using the old version, switch to the new 
version - it uses less capacity
- Ask around - Someone else in your house might be using it more than 
you realise. Ask everyone to use a bit less
- Lower your download speed - Most file sharing programs let you set a 
maximum download speed, please set yours to low.
- Download an application that will monitor usage - There are lots 
available to download for free and it might help you keep an eye on how 
much you are downloading.
And the simplest solution is to download and upload less.
 
Taking some or all of these steps will make sure all our customers get 
the most from their broadband. We'd like to help you sort this out as 
things unfortunately can't carry on like this. Sadly, unless you cut 
down by next month, we'll have to cut you off. It's not something we 
want to do, but it's the only way to make sure all our customers get the
same quality service.

And if you've got any questions or need some help to cut down, please 
call us.

Best regards, 

Martin Bould
Head of Consumer Marketing

This email is sent from Telefónica UK Limited. 
Registered Office: 
260 Bath Road, Slough, Berkshire, SL1 4DX. 
Registered number: 1743099.