Home Broadband & Home Phone

[Guest2]

I think that's sufficiently official to confirm that O2 are now enforcing FUP on all legacy and new broadband products.

As this is the first occasion (AFAIK) that O2 have enforced the FUP on legacy products, what O2 need to do now is confirm the limit at which the FUP is applied and provide proof of that data if the customer disputes it using their own reliable data recording method.

I guess that O2 will be losing customers if they confirm that FUP is now to be enforced.

[ColinR]

I received exactly the same email yesterday. They also called me to tell me to cut down. It's quite a stark message. Cut down by next month or "we will be forced to disconnect you"

So I have no idea how much i need to cut down to avoid being cut off. Also I don't know how much notice they will be giving me, if any.

I am on the legacy unlimited package with no traffic shaping. They told me my usage in April was 277GB.

[Oliver341]

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O2MACH2 wrote:

I think that's sufficiently official to confirm that O2 are now enforcing FUP on all legacy and new broadband products.

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Or perhaps it's only being enforced on legacy products, because they don't have traffic management.

[Allonewordinuk]

Maybe 250GB is the limit (after all this is what i was told in the early days) and now there going to enforce it, mind you how can you enfore a limit when they can't keep an accurate record of data useage when 1) they have me down for zero useage in March and 2) according to recent comms they don't even keep a record of data useage.

Hello

Thanks for the email.

As you're on the Home Broadband Standard package, you can download as 
much  as you like. This is the reason we don't keep a track of your 
download usage. But if you want to monitor your download usage, you can 
download a software known as DU Meter which is easily available over the
internet. 

I hope this helps.

Regards 
 
Yurthan
O2 Home Phone and Broadband Customer Service Team  

I just wish they would come clean, I have a partital disability and my broadband is my lifeline, i stream stuff all the time and i'm now scared to even use the damm thing in case they cut me off without any notice, it's making me feel sick.

All1

[Guest2]

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Oliver341 wrote:

Or perhaps it's only being enforced on legacy products, because they don't have traffic management.

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I've just re-read Abs's post that I quoted above and uncovered another interpretation.

I think you're on the right lines.....they have too many legacy customers on retention deals. O2 are just not pulling in enough revenue from a significant chunk of their customer base.

We all said that at some point O2 would want to divest itself of the legacy products and this is possibly the start......next there will be no further retention deals so those customers will either change to a new product or migrate.

[perksie Level 58: Overseer]

I think O2 should provide a figure for the FUP so folk are aware of the limit.

I also have to ask if anyone can tell me how they manage to download over 250Gb in a month which seems a phenomenal amount?

I found this under Traffic management:

"Standard, Premium and Pro packages.  You can download or upload as much as you like each month – within reason. Like most other broadband providers, we have a policy on acceptable use. The policy is there to stop people overloading the system. And slowing it down for everyone else. You won't have any problem downloading films and music or watching videos online. But if you download large files at peak times every day, we might ask you to cut down. And if you keep overdoing it, we could close your account."

[Guest2]

It is a vast amount of data but I don't believe people should justify the amount if the ISP does not make them aware of the limits.

We all know from the road signs that we should be driving at either 20mph, 30mph, 40mph, 50mph, 60mph or 70mph. It is our decision at what speed we actually drive at because we know the consequences if we are caught exceeding those limits.

Likewise, if O2 say do not download any more than 250Gb in any calendar month or you will be cut off in 7 days then we know the limits exactly and it's our decision to respect those limits or carry on downloading and accept the consequences.

[Oliver341]

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Allonewordinuk wrote:

I just wish they would come clean, I have a partital disability and my broadband is my lifeline, i stream stuff all the time and i'm now scared to even use the damm thing in case they cut me off without any notice, it's making me feel sick.

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To be honest, it looks like O2 don't want you anymore. If I were you I'd consider moving to a provider with a more lenient attitude rather than live in worry about everything you download. If you are happy with your current connection consider O2's sister company, BE.

[Allonewordinuk]

You see i'm with 02MACH02 100% here.
You cannot have a FUP without giving some kind of hint at figures which i always was lead to beleive was 250GB, and in months gone past i would have gone over that but then likewise in other months i'd be well under, you can see Feb was only 60GB, if were going to stick to 250GB AND enforce it then we should all be told not tjust the people that go over it once in a while, after all ColinR & myself only just went over the 250GB, i think i have used this thought before but it's like removing all road signs and saying we have new speed limits but we won't tell you what they are until you go over them and oh by the way here's 3 points and a £60 fine.

Also to thrown even more confusion into the mix here is another email i got after i wrote BACK to them asking if they were 100% sure of no limits and it said:

Hi 

I'm sorry that you've to email us again.

As informed in the earlier email, please be rest assured that, you've 
the Standard package which is our unlimited package. With this package 
can download as much as you want without any restrictions of time and 
usage. 

The below email that you've received is an system auto generated email 
that's been sent to you in error, I request you to please ignore the 
email.

If you still continue to receive such emails then, you can please call 
our customer service team on 0800 230 0202. And we'll fix this for you.

It's a free call from landline and O2 mobiles. Remember to drop the 
first zero if you're calling from a mobile phone. We're open from Monday
- Friday 08:00 - 21:00, Saturday 08:00 - 20:00 and Sunday 08:00 - 18:00.

I hope this helps.

Regards

Makarand

I'm getting lost in this one I just hope we some offical word on this otherwise it could turn into an almighty mess, after all once they have got rid of the folks who go over 250GB what's next getting rid of anyone over 100-125GB which i was quoted yesterday, maybe they let something out the bag a bit early and want to keep it to under 100GB but won't make it public.

All1

Just an update went through to retentions and ask for code and explained why and she (Sonia) went away and spoke to her manager (another woman called Toni Brown) who said old package is unlimited they have never heard of anyone being cut off for high bandwidth, they were base in Preston Brook, Runcorn. I'm giving all this info as hopefully it will help Mod/Admin work out what is going on, i'm going to try and get through to Derry office again and speak to Marcus the guy who first rang me and see who told him to contact me in the first place.

[perksie Level 58: Overseer]

It seems to me that these emails were sent out in error, and you don't have to worry on a legacy package.

As was pointed out earlier this has never happened before so it's easy to understand a mistake has been made.