5th Principle: Presentation of broadband information on the website
32. The purpose of this Principle is to supplement and, where appropriate, extend the 2nd Principle of the Code.
33. ISPs must use their best endeavours to set out clearly, and in a prominent place on their websites (e.g. within help or FAQs sections), information relating to their respective policies on fair usage; traffic management and traffic shaping to cover, at a minimum, the matters set out below.
Fair usage policies and usage limits
34. The ISPs should publish, in a clear and easily accessible form, any criteria they use for determining breaches of its fair usage policy (e.g. total usage, specific percentage of users etc).
35. The ISPs should publish, in clear and easily accessible form, the actions they intend to take should a user exceed a usage limit or breach a fair usage policy (e.g. the size of any extra charges or nature of any speed restrictions etc).
36. Where it is reasonably possible to do so, ISPs should provide a means by which users can measure their usage over the relevant billing period.
37. ISPs in possession of a user’s email address should provide users with email notification when users exceed a usage limit or breach a fair usage policy which informs users about the precise consequences of doing so, e.g. additional costs, information on speed restrictions imposed etc.
38. The ISPs should also consider providing advance notification to subscribers approaching a usage limit.
Traffic management and traffic shaping
39. Where ISPs apply traffic management and shaping policies, they should publish on their website, in a clear and easily accessible form, information on the restrictions applied. This should include the types of applications, services and protocols that are affected and specific information on peak traffic periods.
Please note: We do not investigate individual consumer complaints. However, we record and monitor complaint levels. If we identify an area of concern we may raise the matter with the management of the company directly.
The information you provide will be used for monitoring purposes. We will not respond to you about your individual complaint.
Trouble is that I'm under their stupid 18 month contract so I'm stuck with them I think.
Call them up, state you're on the END USER SPEED CONTROL and you'd like a MAC CODE.
I guarantee you'll have no cancellation fee.
That's if you are indeed on EUSC.
Orange don't want customers who use the broadband. That's why they'll let you leave with absolutely no attempt to retain you, even in contract, which they'll waiver.
Trouble is that I'm under their stupid 18 month contract so I'm stuck with them I think.
Call them up, state you're on the END USER SPEED CONTROL and you'd like a <a href="http://www.maccodes.co.uk">MAC</a> CODE.
I guarantee you'll have no cancellation fee.
That's if you are indeed on EUSC.
Orange don't want customers who use the broadband. That's why they'll let you leave with absolutely no attempt to retain you, even in contract, which they'll waiver.
I actually disagree with your last bit. Orange will do all they can to retain their customers. They tried that with me, and they were quite persistent. But I still said no, so they sent me my MAC.
Trouble is that I'm under their stupid 18 month contract so I'm stuck with them I think.
Call them up, state you're on the END USER SPEED CONTROL and you'd like a <a href="http://www.maccodes.co.uk">MAC</a> CODE.
I guarantee you'll have no cancellation fee.
That's if you are indeed on EUSC.
Orange don't want customers who use the broadband. That's why they'll let you leave with absolutely no attempt to retain you, even in contract, which they'll waiver.
I actually disagree with your last bit. Orange will do all they can to retain their customers. They tried that with me, and they were quite persistent. But I still said no, so they sent me my <a href="http://www.maccodes.co.uk">MAC</a>.
My entire post relates to EUSC The clues are the bits where it says EUSC, and in capital letters 'END USER SPEED CONTROL'!!
You weren't on the END USER SPEED CONTROL, Conrad!
Your situation is completely different to those above, and you spoke to a retentions agent. Retentions agents have a save rate and get bonuses for retaining customers.
There's no retention for EUSC customers, contract or not. Mac requests aren't handled by retentions because it would mess up their save rate. There's no effort made to retain customers on EUSC, but not because they cant be bothered, it's policy.
Trouble is that I'm under their stupid 18 month contract so I'm stuck with them I think.
Call them up, state you're on the END USER SPEED CONTROL and you'd like a <a href="http://www.maccodes.co.uk">MAC</a> CODE.
I guarantee you'll have no cancellation fee.
That's if you are indeed on EUSC.
Orange don't want customers who use the broadband. That's why they'll let you leave with absolutely no attempt to retain you, even in contract, which they'll waiver.
I actually disagree with your last bit. Orange will do all they can to retain their customers. They tried that with me, and they were quite persistent. But I still said no, so they sent me my <a href="http://www.maccodes.co.uk">MAC</a>.
My entire post relates to EUSC The clues are the bits where it says EUSC, and in capital letters 'END USER SPEED CONTROL'!!
You weren't on the END USER SPEED CONTROL, Conrad!
Your situation is completely different to those above, and you spoke to a retentions agent. Retentions agents have a save rate and get bonuses for retaining customers.
There's no retention for EUSC customers, contract or not. Mac requests aren't handled by retentions because it would mess up their save rate. There's no effort made to retain customers on EUSC, but not because they cant be bothered, it's policy.
I just got a capping letter today too for using 7.15gb.
When I signed up I was told the FUP was 40gb, so it's either changed or I was told porkies. Either way this is a vast difference to the product that I agreed a contract on and I've never been told any changes to the product.
This really annoys me (and I'm not going to go into my previous history with Freeserve/Wanadoo/Orange broadband because I could probably write a book on it) - because when I re-signed up I had discussions about the fair use policy, and at the time got the 40GB/month figure.
Nothing about this new 5GB peak time issue - if I had known about it, I would have *done* something about it. Now I'm facing, as I see from this forum, a ridiculous half meg speed for Three months, without even a warning first to tell me about the policy limits, or a fricken tool on their website that would let me monitor my bandwidth to *keep* it to an acceptable level for everybody!
Time to find another service provider I think. I have no problem about a fair use policy, and understand why it exists, but hate having an arbitrary, changing, unpublished set of rules that I only find out about after I break them, with no warning or opportunity to change my behaviour before the service that I am paying for is crippled.
It's not like I'm bittorrenting 24 hours a day or anything like that either.
How can I stick to the rules if I don't know what the rules are? Oh yeah - ISP's only really want people to pay for an "Unlimited" service if they check their email one a day and do a couple of google searches.
ive got Sky player (and back in the day that my net was working properly) a 1 hour programe is equivalent to 1gb of usage. so to use the service i am paying 30 quid a month for between the hours of 6pm and 12pm is going to take me over Orange's fair use policy. im not even downloading anything!! i think Sky might have something to say about that to Orange. im in the process of letting them know.
Now Orange have this new FUP policy, it's 5GB in peak times per month.
That means, in the evenings between 6pm and 12am, you can use 180 megabytes of bandwidth average per night.
For "unlimited broadband", that's ridiculous. You get home and download a couple of podcasts, check your email and do some web surfing (forget watching streaming Tv services, Spotify, TWIT Live, whatever) every night and *blam*, you will be EUSC'd down to 1/2 meg broadband speeds.
However, as far as I can see, the cap hasn't come into effect yet - perhaps they just queue a request to BT and BT take up to a week or two to carry it out.
Does the 'ModulationType' on your Livebox System Information page state 'ADSL_G.dmt' or 'ADSL2+'?
If it's the first you'll be in IPStream, second LLU.
No that's not quite accurate. G.DMT applies to both ADSL LLU and IPStream "up to 8meg".
Quote:
DSL technologies
Standard
ADSL ANSI T1.413 Issue 2
ITU G.992.1 (G.DMT)
ITU G.992.2 (G.Lite)
ADSL2 ITU G.992.3/4
ITU G.992.3 Annex J
ITU G.992.3 Annex L
ADSL2+ ITU G.992.5
ITU G.992.5 Annex M
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The clues are the bits where it says EUSC, and in capital letters 'END USER SPEED CONTROL'!!
