What the heck!! Tiscali says we are using our bandwidth too much???

RACHIE77

I just don't understand this logic, we have a broadband connection with Tiscali (unlimited download and anytime) and we have paid for the 2Mbps service, so oddly enough assumed that we would be able to download and surf to our hearts content.... But it seems not as we have received an email from Tiscali saying we are using it too much and its not fair on other people and that if we don't stop it we will put with other naughty users who use the intenet loads so we all get a slow service together!!!

It doesn't seem right to me as we have paid for an 'unlimited' service but now they want to limit it???

email_from_Tiscali wrote:

Dear Customer,

This email contains important information regarding your broadband account.

Your broadband Internet usage has been highlighted as exceptionally high
during peak periods and is affecting the service that we provide to other
customers.

All of our users have the right to an acceptable quality of service, and
to ensure this Tiscali employs a Fair Use Policy
(http://www.tiscali.co.uk/fup). This gives Tiscali
the right to manage customers whose usage adversely affects our network
and the service of other customers. This is referred to in clause 8.4 of
the Terms and Conditions of our Broadband service (note clauses 5.9 in
the old Terms and Conditions if you registered before 2005) and
detailed in our Fair Use Policy (http://www.tiscali.co.uk/fup).

You may upload and download as you wish outside the peak hours;
however we ask that you are considerate when using the internet
during the peak period. Peak hours are from 6pm to 11pm Monday to
Sunday. To avoid any further heavy use warnings
we strongly recommend you adhere to the following guidelines:

o) Do not download large files during the peak periods

o) Do not use Peer-to-Peer file sharing software during peak
periods (e.g. Kazaa, BitTorrent)

o) Try and keep internet use to email and web browsing during these times.


If you do not reduce your usage during these peak times we
will manage your usage. This means that you will share
bandwidth with other heavy users during peak times instead of
sharing bandwidth with normal users. Your service will continue
to be unlimited, but by sharing bandwidth with other heavy users
you are likely to experience slower speeds during peak times.

If you have a query regarding this letter then you can
email broadbandservices@uk.tiscali.com

Important Note: When emailing please use your Tiscali email
address (username@tiscali.co.uk) and use the following reference
in the subject line "FUP Warning1". It may prove difficult for us
to process any queries or requests without this information.

Yours Sincerely


Tiscali Broadband Team

highguyuk

That seems very unreasonable to me!

Is it justified? Do you download alot? Not that it matters - just curious and thinking about my own internet usage patterns.

Id keep on going as you were before to be honest!

RACHIE77

highguyuk wrote:

Is it justified? Do you download alot?

Yeah quit a bit to be honest, but thats why we went for an unlimited service not a capped one!! doh!

highguyuk

Ive got an unlimited connection with AOL, didnt want to ever risk being cut off!

Mumstheword

Grrr, this is not acceptable if you are paying for unlimited usage, but if it was in the T&C you'll struggle to win!
What is your package called? Is it marketed with a word slike 'unlimited'? If so you could make a counter complaint of misselling.

And whilst you are at it you can suggest that their emails be checked to be grammatically correct before they press 'send'. They are asking you to 'try AND' when they really want you to 'try TO'. Grrrrrr, that realky bugs me!

Mumxx

RACHIE77

highguyuk wrote:

Ive got an unlimited connection with AOL, didnt want to ever risk being cut off!

I'd check your T&C's highguyuk as I'm a bit baffled at this ruling!

This is the clause in the T&Cs that they are refering to....

"8.4 Tiscali operates a fair usage policy to protect the quality of service to its customers. If we believe your use of the broadband service is adversely affecting our network (or any part of it) or our other customers we reserve the right to manage or regulate your usage in accordance with the fair usage policy."

Mumstheword wrote:

Grrr, this is not acceptable if you are paying for unlimited usage, but if it was in the T&C you'll struggle to win!
What is your package called? Is it marketed with a word slike 'unlimited'? If so you could make a counter complaint of misselling.

It is called 'unlimited' but there is a lil asterix that refers to the 'fair usage policy' - didnt see that when we signed up tho??? :mad:

highguyuk

I dont think its very nice that they have sent this, doesnt seem like there is anything really you can do though.

The "Important Note: When emailing please use your Tiscali email
address (username@tiscali.co.uk) and use the following reference
in the subject line "FUP Warning1". It may prove difficult for us
to process any queries or requests without this information." shows to me that there is the possibility of another formal warning before anything happens?

RACHIE77

highguyuk wrote:

I dont think its very nice that they have sent this, doesnt seem like there is anything really you can do though.

The "Important Note: When emailing please use your Tiscali email
address (username@tiscali.co.uk) and use the following reference
in the subject line "FUP Warning1". It may prove difficult for us
to process any queries or requests without this information." shows to me that there is the possibility of another formal warning before anything happens?

Yeah, from their UNfair users policy the procedure is as follows:

UNfair_usuage_policy wrote:

If you are affected, we will contact you by email to let you know that your usage at peak hours is excessive and is affecting other customers. The email will be sent to both your Tiscali email address and your contact email address (if different) and will contain simple advice on how to reduce your usage.

If your usage is still excessive, we will contact you again by email to ask you to reduce your sending and receiving of large files during peak hours. If your usage still remains excessive during peak hours, we will contact you a third time to advise you that we will be restricting your bandwidth during peak hours for the good of all other customers. This restriction will only apply during peak hours and there will be no restriction at other times of the day.

It just seems a really shoddy policy and I will be moving ISP's as soon as I can!! Its not my fault they don't have the ability to cope with consumer demand!

highguyuk

And next time, read the contracts - I know I will! lol.

GeoThermal

I have never understood how ISPs get away with advertising an Unlimited service when they don't actually provide anything near to that.

I worked for an ISP for a couple of years and they once announced unlimited webspace for customers. Unlimited meant 15GB but they never told any customers that until one hit the limit and kicked up a fuss, rightfully so.

Why are they allowed to do it?

mancitychick

There are that many broandband supplies out there now, I would be inclined to cancel them and go with someone else. When they want to know why you are leaving you can tell them its because of their daft email.