SupaNet "speed limiter" on usage allowance

[ratlover]

Hi all,

I signed-up with SupaNet for an 8Mb connection in June with the understanding that as it said "Unlimited" bandwidth, that their would be no capping.

Today I received an email from them (see below)

Notification


    Broadband usage allowance warning

Dear customer,

We are pleased to see that you are getting the most out of your Supanet 
broadband connection however we need to draw your attention to the fact that you 
have used 33 GBs in the last 30 days. We would like to remind you that Supanet's 
Fair Usage Policy states that once your usage exceeds 30 GB within 30 days a 
'speed limiter' will be introduced onto your connection.

You can monitor your usage by checking the 'My Account' section of your Supanet 
account. Go to https://signup.supanet.com/myaccount and login using your Supanet 
username and password.

Kind regards,
The Supanet Broadband Team

Now I calculate that the 10 hours I will be capped is 41.67% rounded to 2 decimal places, and would like to know if I stand any chance on demanding that for that capped period I should get a 41.67% reduction in cost?

Or if I were to cancel my account early on these grounds, that it would stand-up in court as to why I think they breached their contract.

Has anyone else tried this?

ratlover

[robin9342]

All ISPs that I know of have a fair use policy. I've looked at the Supanet website and theirs is clearly stated. So no, I don't think you would get a 41.67% reduction. (Your calculation is wrong in any case because you are still getting a service during the 41.67% of the time, albeit at a reduced speed)

They haven't broken the contract, so I doubt it would stand up in court.

[ratlover]

Originally Posted by robin9342

All ISPs that I know of have a fair use policy. I've looked at the Supanet website and theirs is clearly stated. So no, I don't think you would get a 41.67% reduction. (Your calculation is wrong in any case because you are still getting a service during the 41.67% of the time, albeit at a reduced speed)

They haven't broken the contract, so I doubt it would stand up in court.

Yes but 41.67% of the time I am not getting a FULL service.

The "speed limiter" is activated between 4pm and 2am (10 hours)

Therefore 24 hours/100=0.24
10 hours/0.24= 41.67%

It's bad enough that the ISP's get away with advertising unreachable speeds.

Anyway I don't want to get into an argument with anyone, so I think I shall just put it to SupaNet and see what they have to say.

ratlover

[Damon Bok]

Hey There
In response to the '10 hour speed limiter' does anyone have any idea how long the 'limiter' runs for? Is it for a 30 day period or for the remainder of the contract? Or variants there of?
Thanks for any help and advice recieved.
Damon Bok

[silverfox1961]

Hiya,
It might be worth visiting the Channel 5 website for The Gadget Show.
Last night they were covering this exact issue and they have some template letters to send to your ISP complaining about "unlimited" usage when patently it's not.
I'm with virgin and my letter will be sent soon.
fox

[kaddiddle]

I joined Supanet in March and at the beginning of October found I couldn't get online whatsoever during peak times (4pm - 2am). I emailled Supanet and they then informed me I had exceeded the download limit (although I was not aware there was one) and there was a speed limiter in force. They were not in the least bit interested in the fact that I couldn't get on any websites (pages were timing out before they loaded) or that I couldn't get instant messenger programs to connect. I checked the website and the fair usage policy was not on there, although it is now, along with a new revised download limit of 25GB. In one email I received they suggest I download offpeak, which is what I was doing, downloading overnight after 2am. Seems it doesn't matter when you download you will be limited during peak.

[radfordman]

I have been with Supanet for over a year, signed up for an unlimited deal, in August I used 37 GB, but just today after using 22GB this month got an e mail saying that if I go over 30 GB the speed limiter will be imposed.

This seems unfair. They have unilaterally changed the contract, surely we can do something about that.

What's to stop them imposing a new limit of say 10 GB or other unfair rules?

Just looked at this:

FiveFWD - "Unlimited" broadband? by The Gadget Show's Suzi Perry

I dont think the speed limiter / download limit was part of the contract I signed up for, but how can I prove it? They have probably changed their terms and conditions on their website.

[flyingdoc]

I too dont understand HOW they can advertise UNLIMITED broadband and then add (subject to fair use policy) Surely the ASA should be involved with what is blatant misleading advertising