Isn’t it about time BT’s “fair usage” policy was made clear?
INTRODUCTION
ALSO SEE IMPORTANT UPDATES DATED 7TH JUNE 2008 ATTACHED BELOW ****
Before I have a go about BT, "Unlimited" Internet and the "Fair Usage" policy, I'd like to say that so far I'm happy with the service I've received. BT are far from the only provider to use an unclear fair usage policy. I've read some awful stories about other providers, for instance, Tiscali apparently restrict a fixed 20% of users for high usage, where BT say it's below 1%.Other providers can cut users off completely. I even read a story about one person finding out she was black listed when she tried to find an alternative ISP after being cut-off for excessive usage on another ISPs "Unlimited" broadband package.
BT "UNLIMITED" BROADBAND AND THE "FAIR USAGE" POLICY
I'm a new customer with BT Total Broadband Option 3, the so called "Unlimited" package. On the sales hotline I asked about heavy usage, they replied, "they don't cut anyone off for excessive usage". They still have a "fair usage" policy.
The fair usage policy doesn't explain what fair usage is. It doesn't say anything about getting warnings either. They do say however that they won't cut anyone off for excessive use, but will restrict the service instead during peak times only. It doesn't say how much it would be restricted. They seem to imply that the decision will be made to restrict if your excessive use could effect other service users at peak times. It's very unclear. They don't even mention when peak and off peak time actually is. I thought off-peak was after 6pm and weekends as that's what off-peak means on my BT phone bill, but apparently this might not be the case? They say less than 1% of their customers are effected by the fair usage, but how do we know that is really true?
I'm now worried as I'm on an 18 month contract which I joined on the understanding that I was receiving "unlimited" access. I've sent them a message via their web page with the following questions, there wasn't even a category for asking a simple question, so I had to send to technical support:
1) Firstly, is there likely to be any future problem with my current usage 40GB-50GB per month (Remember, I download mostly overnight)?
2) If there was a problem, would you at least warn me, giving me a chance to reduce usage before imposing any restrictions? I THINK THIS IS VERY IMPORTANT.
3) If you do impose restrictions, how harsh is the restriction? E.g. Could I still watch Internet TV (say YouTube) if the restriction was enforced?
4) Do you take into consideration peak and off-peak usage separately before deciding to restrict? Most of my downloads (especially large ones) are over night as I want to be as considerate as possible? If you only restrict during peak times, surely you should only consider peak over usage as problem?
5) When is peak and off-peak on the Internet, is it the same as peak and off-peak on a normal telephone line, E.g. After 6pm Weekdays and Weekends?
6) If the very worst happened, I would rather pay a higher subscription than have my line restricted, E.g. an extra 30p per 1GB, would any arrangement be possible on Option 3 if the very worst did happen?
They replied after about 1 working day asking me to give the exact symptoms of the fault I'm experiencing, so obviously didn't even read my query. I've sent it again (remember, there isn't a relevant category to send it to), demanding they reply properly – waiting for a 2nd reply, I will update.
Broadband companies shouldn't use the word "unlimited" unless it really is unlimited. It's a bit like advertising an eat as much as you can restaurant, then get told, sorry, you can't eat any more as you've eaten an unfair amount. The fair usage policy on excess usage should be scrapped altogether. Companies should be forced to tell customers exactly what the actual limits are, E.g. 40GB peak (With times), 100GB Off peak (With times).
They should also be clear when off-peak actually is, how can they expect users to try to download at off-peak times when they don't even tell you when off-peak is? Having a phone line with BT telling you off peak is after 6pm and weekends will make people assume this to be the off-peak time. I thought this, and so did my family.
Sorry to BT for writing this, but it's important customers are honest about what they think of your services, this then gives you the opportunity to improve.
UPDATES – 7TH JUNE 2008 ****
Advice To Remove BT Fair Usage Cap As Quickly and Painlessly as Possible
My friend got capped to 512K and managed to get the cap removed within 1 day by involving Trading Standards. They listened in when he called BT and then pressured them to remove the cap immediately.
Before following the steps to remove the cap, please ensure that you are actually capped by comparing a speed test during off peak hours and a speed test well within the peak times (this fluctuates between 6pm and 12pm). If your speed is around 512K or below during peak times, but much faster during off-peak times, then you've probably been capped. If it's slow at all times, then you've probably got another problem and can contact BT for advice anyway. To confirm you've actually been capped, contact BT Technical Support (India) on 0800 111 4567. They will tell you that there's a problem with your account if you've been capped and will advise you ring the Fair Usage Team. Firstly follow the procedures below:
STAY CALM AND POLITE AT ALL TIMES – No matter how angry you feel!
1) Call 0808 100 9779 and make a complaint asking to escalate it to a higher manager. If you succeed you will be given a pin to allow direct connection to higher management in future. You will probably be asked to call the Fair Usage Team on 0800 707 6044 from 8am to 5pm. This department was very impolite and unhelpful in every way, but call them anyway if advised to before going onto the next step below.
2) If you're unhappy and BT won't remove the cap immediately, contact your local Trading Standards department. The phone number is usually on your local Council website or in the phone book / directory enquiries. You'll be surprised what Trading Standards can actually achieve when it comes to Fair Usage. When BT threatened to cut off my friend if he continued to complain about the cap, they were listening and interrupted the phone conversation, insisting that they remove the cap immediately or he would be finding another ISP and BT would be forced to pay compensation for the inconvenience caused. Within hours the cap was totally removed despite my friend downloading over 100GB in the last month. He has also been given a special code so he can break his BT contract without any penalty, which is a nice bonus. He will obviously be more careful in future as now he's been warned, next time it may not be so easy to remove the cap.
Peak Times fluctuate around 6pm to 12pm 7 days a week – this is now confirmed but I'm still trying to get this in writing. If you mainly download large files outside these times, you're unlikely to have a problem with fair usage unless you're usage is above 100Gb per month. If you're usage less than 50Gb, there doesn't seem to be a problem anyway. If you are capped on fair usage, you are given NO WARNING and are capped to 512K during peak times. This speed is suitable only for browsing, nothing much else. If you don't get the cap removed by complaining, you have to wait 30 days for your usage to be reassessed.
To Monitor and Avoid Capping:
To be safe, install a broadband download monitor to warn you if you're usage is approaching a high level. A free and easy download monitor is available at Broadband Choices, you need to register, but it's very quick. For BT "Unlimited", set your limit to 50GB a month and set it to warn you if you hit 90%. If you hit this limit, consider reducing your usage and if you must download, do it at off peak times until at least the next month.
Disclaimer:
Although we have tried to make this document as accurate as possible, PJCNET cannot be held responsible for any mistakes or inaccuracies. None of this document should therefore be considered as definite fact. It contains personal opinions. We do not claim to be an expert in the field of Internet Service Providers or the Fair Usage Policy there of. BT reserve the right to reply and we will always publish any responses made from BT.
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Comments:
Comment from admin
Time April 3, 2008 at 4:49 am 
It’s now pretty safe to assume that it’s okay to download large files during off-peak times with most ISPs, but when is “off peak” as this varies greatly depending on the particular ISP? (Note: Internet off-peak isn’t necessary the same as home phone off-peak)
I’m still trying to get BT to tell me when their off-peak is, but I still can’t get a response? If they fail to respond soon, then I’m escalated this as a compliant as it’s important to know this information to avoid “fair usage” penalties as a heavy user. I will continue to update.
Comment from admin
Time April 3, 2008 at 4:56 am
I’ve just got another stupid Email from BT saying that my email isn’t complete and that my query is close. How can asking when off-peak is on the Internet incomplete – what is there that they don’t understand. Okay, I’m forced to send it to tech support as there isn’t a contact-us category for general queries and I’ve explained this in the Email too. I’m now opening a complaint, yet again asking them the same question.
Comment from admin
Time April 8, 2008 at 1:27 am
Yet again I’ve received another stupid answer from my question so this time I’ve made a complaint, again asking the question about fair usage off-peak times. Well, they still won’t answer the original question, here’s their a reply:
“I am sorry for the delayed response to your e-mail. I am sorry to learn that you are experiencing an issue regarding the Fair Usage Policy.
In regards to this issue I would like to inform you that I have arranged for a callback from our dedicated complaint team and you will get a callback between 5 p.m. to 6 p.m. (GMT).”
Oh, and guess what, BT haven’t called back. Well I’m just going to keep opening complaints until they do answer – I think this is pathetic of BT, If I just cannot get them to answer a very simple question, then imagine what they’d be like answering difficult questions? Well the answer seem to be not to answer at all. I will update if I actually manage to get an answer.
Comment from admin
Time April 23, 2008 at 2:04 am
My friend has recently signed up to BT Broadband and asked the sales line when it’s best to download large files while I was present. He was put on hold while they spoke to the “fair Usage” department.
** WELL – IT’S NOT IN WRITING, BUT AT LAST AN ANSWER: **
Peak Time Is From 6pm-11pm, 7 days a week – BT recommend you download large files outside these times.
WOW – Why was it so hard to get this information?
Comment from admin
Time June 6, 2008 at 4:29 am
IMPORTANT UPDATE:
My friend followed BTs advice that he could download as much as he wanted outside the apparent peak times given in the above comment. He certainly didn’t expect to be capped without 1 single warning.
Yesterday on the 5th June 2008 my friend noticed he was running very slow with download tests at around 512k when it’s normally 6000K plus. On complaining to BT he was put through to Technical Support (BT India) and was told that there was a problem with his account due to over usage despite being on the unlimited package. They then confirmed he’d definitely been capped and seemed to have the bad attitude of, well it’s his own fault. He was then told to speak to the Fair Usage Team during office hours the next day. When he complained further, he was initially told that if he complained too much to the Fair Usage Team, he’d just be cut off. This is disgusting and actually threatening. My friend stayed polite throughout the conversation, despite being very annoyed and demanded repeatedly to speak to a senior manager even though. It was turned 9pm and I was amazed when he was actually put through to a very senior customer services manager. She was surprisingly understanding, helpful and polite.
According to the manager my friend should have received 3 Email warnings and hasn’t received a single one to either his BT or contact Email address. The 1st Email is meant to be a friendly warning advising and asking for usage it to be reduced. The 2nd is meant to be a more severe warning, threatening capping if over usage continues. The 3rd is supposed to finally inform that you’ve been capped after ignoring the previous emails. Also according to the manager, peak time is actually from 8am-6pm Monday to Friday, NOT 6pm-11pm 7 days a week as previously advised after numerous phone calls and complaints to BT. I’m still unsure as my friend is currently capped most severely during the evening, so it still doesn’t make sense.
As being as my friend hasn’t had any warnings and certainly has been told incorrect information, the manager is apparently going to get the cap removed very shortly. Apparently heads are going to roll in BT as she agrees that BT are out of order. She advised him to still speak to the Fair Usage Team too to advise them of the situation. He also has a direct telephone number for the senior manager. I will update with the final result and will believe the cap is removed when/if it actually happens.
My friend downloads games 100% legally using the paid service Metaboli where often 1 game is as big as 5gb. He has apparently downloaded over 20GB in 1 day, which may seem excessive, but it was outside the hours that he thought was BT’s Peak time and was told this would be okay.
I am going to complain to BT yet again asking them to provide their peak times in writing as now I don’t know what times to believe, although I suppose we should believe the manager? Watch for further updates.
Comment from admin
Time June 6, 2008 at 5:29 am
BUSINESS BT BROADBAND ONLY: BT have published peak times, it fluctuates between 6pm and 12pm, 7 days a week. I’m yet to 100% confirm BT Total Broadband peak times (Home Broadband) – keep watching for further updates.
Comment from admin
Time June 6, 2008 at 5:56 am
I’ve noticed that BT are almost doubling the usage allowance for Option 1 and Option 2 users customers from the 1st July 2008. On Option 1 you will get 10Gb instead of 5GB and on Option 2 you will get 15Gb instead of 8Gb. The only downside is you get fined 60p per 1Gb over the allowance in the 2nd consecutive month instead of 30p. You’d also expect them to increase the Option 3 usage allowance before you get capped on the Fair Usage Policy, but unfortunately BT still won’t tell us what this limit really is, the sales team still insist it’s “unlimited” until you later find out you’re capped.
Comment from admin
Time June 6, 2008 at 2:02 pm
Well it seems that the so called senior manager didn’t know what she was talking about as spoken to the Fair Usage Team and peak time is the same as Business Broadband, it fluctuates from 6pm to 12 Midnight, 7 days a week. Sometimes it ends just after 11pm as when my friend was capped it got removed at this time.
It’s apparently okay to download large files outside peak times, but I’m still trying to get something in writing, so far they are refusing to do this. They can cap you if you either download too much in a month, or download a massive amount in a short period. They DON’T usually warn the customer (also contradictory to the so called manager) – which is dire. There are apparently different levels of capping, the 512k cap is the harshest, but smaller caps would be less noticeable. My friend had apparently downloaded over 100Gb in the last month, which is high, but he did mainly keep it outside the peak times, so I’m still unsure about this. With more than 1 PC on BT Total Broadband, this usage is easy when you download games legally using Metaboli, play on-line games and watch lots of Internet TV.
My friend got the cap removed after 2 hours on the phone to the Fair Usage Team, he also spoke to Trading Standards who apparently listened in to the phone conversation and took control of the situation when BT said things that were out of line. BT have also given him a code so he can end his contract without any penalties, allowing him to go to another company if he wants to. This is I suppose good, but he shouldn’t have to find another ISP. It’s hardly good that BT are saying leave then, we don’t want you if you’re a high user. It was different when he signed up, the Sales Team said he could download as much as he liked and said anything to get him to sign up.
I will continue to update if I get anything in writing from BT regarding fair usage.
Comment from admin
Time June 7, 2008 at 6:06 am
According to Birmingham Trading Standards, they are receiving the smallest number of complaints from Virgin Broadband in relation to a Fair Usage Policy. Even the standard ASDL service from Virgin using a normal phone line is apparently causing very few problems, but the cable service is even better if it’s available in your area.
Comment from admin
Time July 24, 2008 at 12:40 am
Also see “Moving home with BT can be a nightmare!” for more problems with BT:
http://www.paranormal-marketing.com/2008/07/24/btmovenightmare/
Pingback from Is BT Broadband getting overloaded? | PJCNET
Time October 29, 2008 at 3:33 am
[...] When a person is connected to the Internet by an Internet Service Provider like BT, the connection has what’s called a “contention ratio”. This is the number of users sharing a direct line to the Internet. If you had fore-instance a contention ratio of 20:1, then you are sharing a direct line with 19 other users. Some Internet service providers choose to tell their customers what their contention ratio is and sometimes you pay more for a lower ratio. Unfortunately most Internet Service Providers like BT don’t say what the contention ratio is, so this ratio could change without notice to anything that BT feel is appropriate at the time. The more users BT sign up without increasing the number of lines, the higher the contention ratio will be. The higher the contention ratio, the slower the Internet connection will be during peak times when lot of users are on-line. This also depends what each user is doing, if various users are downloading all at the time, it will cause a serious slowdown and that’s why most Internet Service Providers have a Fair Usage Policy that restricts users that over use the service, especially at peak times. This is supposed to prevent a small group of people from over using the system in a ridiculous manner, slowing down the overall speed of connection for the many. If an Internet Service Provider is overloaded, then the obvious fix is the reduce the contention ratio by having extra lines, but this take times and costs. Unfortunately sometimes the quick fix is to enforce The Fair Usage Policy or even to make it stricter, so restricting more customers for over usage when the service is clearly advertised as “unlimited” in the first place. See also “Isn’t it about time BT’s fair usage policy was made clear?” [...]
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Comment from admin
Time February 27, 2008 at 6:08 am
BT never did reply to my enquiry about fair usage which I think is terrible.
I’m now trying to make large downloads overnight, when I’d expect the system to be less busy. I would still download and watch Internet TV more if BT really was unlimited though. I have to constantly consider my usage using a service that’s called “unlimited”, so I still think the whole “fair usage” is extremely unfair.
It’s come to my attention and it’s very worrying that some people haven’t even received an Email from BT before getting capped, this is awful.
If BT cap heavy users, it’s NOT unlimited as the connection speed is reduced preventing download usage over BT’s specified limit, this CERTAINLY ISN’T UNLIMITED!
The loophole in the law certainly needs to be changed, as there’s nothing stopping BT reducing the usage limit to say 40GB or even 20GB if they suddenly got busier, instead of between 50GB and 100GB (depending on time of usage, but I wouldn’t be surprised if location was also a factor which would be even more unfair), where it SEEMS to stand at the moment from reading various forums. This would be utterly terrible, especially when many customers are on 12 month or even 18 month contracts with BT (like me). The law should stop this, but as it stands customers have no right to stop them. If they restricted usage at say 20GB and I was capped, I’d definitely want to leave BT as they wouldn’t be providing a reasonable level of service as advertised, E.g. Up to 8GB download speed depending on the your line quality only – nothing is mentioned about it depending on a cap for high usage. The problem is if I insisted on leaving, I’d still be seriously penalised for breach of contract. If I didn’t pay BT off every payment until the end of the contract plus an additional fee for breaching contract, my phone line would be cut off, I’d be risking debt enforcement action and my credit history would be so badly damaged that I’d find it very difficult to get broadband ever again. This is clearly wrong.
I say again, unlimited should mean unlimited. The “fair usage policy” on usage should be totally scrapped. If ISPs want to impose usage restrictions, they should be made clear before signing up and the service shouldn’t be called “unlimited” in the first place.
PS: I say again, to be fair the BT, they certainly aren’t the worst ISP for enforcing fair usage policies, although I still don’t agree with it. Unfortunately it’s hard to find an ISP in the UK that doesn’t enforce a fair usage on usage on their so called “unlimited” package. Some are harsher than others, a few don’t appear to enforce it, but they could decide to at any time. Does anyone know an ISP that truly is “unlimited”?