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ISPs counter uSwitch 'unfairness' claims
BT and Virgin speak out over broadband limits

By Tim Ferguson

Published: Tuesday 13 March 2007

ISPs have rejected claims their fair usage policies could see broadband customers unfairly treated.

Switching website uSwitch has published research suggesting some broadband customers are being misled about what 'unlimited' services really are and could be at risk of losing their service without warning.

A Virgin Media spokeswoman claimed the company's best broadband package is unlimited in terms of the amount of data users can download. However, Virgin Media customers sign an acceptable use agreement which means action can be taken if customers are affecting the quality of service for others.

This could include spending excessive time using their connection, which could slow the network, or being the source of rogue activity (e.g. botnets) that could harm others.

The spokeswoman stressed customers would never be disconnected without prior warning or discussion.

Similarly a BT spokesman said the company contacts users who exceed their usage limits, advising them to reduce their level of downloading or move to a more suitable service plan.

If this proves unsuccessful, customers are warned their service is likely to be cut off due to their level of usage.

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Of customers on unlimited broadband contracts, the BT spokesman said people will only be cut off in exceptional circumstances - such as running a small business over a consumer connection or constantly downloading content.

During 2006, BT cut off "a few thousand" of its three million customers due to exceeding download limits.

Speaking to silicon.com, a uSwitch spokeswoman said the organisation is simply making consumers aware that unlimited broadband services are not always what they seem.

The Virgin Media spokeswoman added uSwitch's research "raises a good question" for consumers and makes a valid point to make customers more aware of what they sign up to.