Broadband Internet: Reading the Fine Print
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Marketing practices of broadband internet in the United Kingdom may be indicative of a trend. The advertising entices with low prices and with lures of “unlimited” use. This may be fine for the casual internet user. However, if the customer has heavy demands of the broadband connection, then there may be some unpleasant surprises. It is in the fine print of the contract:
“…all ISPs admit they will disconnect your service entirely if they feel you are downloading excessively. There are also more subtle restrictions, like putting a restriction, or cap, on the amount you are able to download during “peak hours”. These usually constitute any time between six in the morning and eleven at night, so basically any time you would actually be using the internet.”
link: Cheap broadband: unlimited aggravation
The result is that there may be additional charges for exceeding what the customer thought was “unlimited” broadband usage. - This kind of marketing practice tends to be shortsighted in the age of internet communication. People will complain about these deceptive practices and air their complaints prominently online. The reminder to the consumer is, as always: “caveat emptor” - buyer beware… and do read the fine print of the service contract.
Catherine Forsythe
Tags: broadband internet, marketing, unlimited usage, isp, service contract, disconnection, caveat emptor, advertising, fine print
2 Comments
marc klink
June 17th, 2007
at 1:57pm
This doesn’t only happen in the UK. Back in 2004, I had had DSL for almost 5 years, and was getting the idea that more speed could be had on cable. Because I had some idea of how to couple the inputs, and also a temporary surfeit of cash, I thought I’d get a cable setup from the local provider [Adelphia]. The speed was amazing! I was getting download speeds of over 4Mb/sec! I was in heaven, because I could download on 2 lines at once. The cable was faster, but DSL was steady.
After 3 days I was in the middle of a download from the cable connection and it stopped. Since I still had signal, I tried to figure what was happening. After determining what had happened I called the company. I calmly asked why I had been cut off, since the contract in my hand clearly said unlimited usage. The underlings at the local office did not have a clue to what I was talking about. No idea. After getting to someone at the 3rd level of support I was told that the system cut me off at 5GB. Asking why I got that - that was the monthly limit for downloading.
I almost ripped the cable out of the wall and took the modem back on that 3rd day. I am sure I had the basis for a law suit, but I was too busy with other things at the time. I was managing a not-so-local electronics store at the time, so between 70 hrs there, 10 hrs driving, and my family I just could not devote the time. I did however, tell each customer at my store who asked about broadband, to never get cable, because of their deceptive practices.
It is still the same today. TimeWarner has taken over in our area, and they advertise unlimited service. There are no mentions in fine print about limitations, but having spoken to someone when considering cable again, I’ve found there are. As before, the first line customer reps know nothing about this [or have been instructed to act that way], but if you climb the ladder, someone admits that it is at least partly true. There are caps, there is throttling, and there is nothing about it in the agreement [the lawyers will say it’s not really a contract].
I really don’t know why enough people have not said ENOUGH, and gone after these cable companies in a class action.
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at 9:52am
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