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Suzi Perry

Suzi Perry

Writer - The Gadget Show

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"Unlimited" broadband?

Friday 24 October 2008

"Unlimited" broadband? If you're not happy with your ISP, take matters in your own hands by filing a complaint!

Here at The Gadget Show we want your help to try and stop some of the UK’s Internet Service Providers advertising their broadband services as having “unlimited downloads”.

In reality, many have small print explaining that your broadband service is not actually unlimited at all.

Many run what they call ‘fair use policies’. If you download more content than they decide is reasonable, acceptable or ‘fair’, the ISP reserves the right to restrict your downloads, or your connection speed – or in the very worst cases, disconnect you altogether!

We think this is wrong. If they advertise unlimited downloads, then clearly you should get unlimited downloads.

HOW TO GET INVOLVED

If you subscribe to an “unlimited” package – and you agree with us – then we’d like you to contact your ISP and make a complaint. Below is a table of all the ISPs that currently offer this kind of package, and how to reach them by telephone, e-mail and snail mail.

We’ve also included a sample e-mail/letter that you could send, also below.

If you want to measure your own data usage, then download your own Broadband Download Monitor (By clicking the Broadband Download Monitor link, you consent to be redirected to Broadband Choices and will leave the Gadget Show website. To use the Broadband Download Monitor, you must register with BroadbandChoices.co.uk, a third party site. Please note that you will NOT be registering with FiveFWD or The Gadget Show for the purposes of the Data Protection Act.) #

And, if you’ve had your “unlimited” service restricted, suspended or even disconnected because your data usage was deemed excessive, then get in touch. E-mail us at thegadgetshow@five.tv

INTERNET SERVICE PROVIDERS

NAME TEL ## E-Mail Postal Address
ADSL4Less 0871 240 1499 (option 5) send e-mail 24 Chiswell Street, London,EC1Y 4TY
Be 0808 101 3430 send e-mail Be House, 62 Lancaster Mews, London, W2 3QG
BT Broadband 0800 800 150 Contact form BT PLC, Correspondance Centre, Durham, DH98 1BT
Demon 0141 567 1783(option 4) send e-mail Thus Plc, Gateway House, 322 Regent’s Park Road, London, N3 2QQ
EFH Broadband 0808 156 4776 send e-mail EFH Broadband, 195 North Street, Leeds, LS 2AA
Homechoice (now Tiscali) 0871 222 3311 (Option 2, 2) send e-mail Tiscali UK Ltd, PO Box 14505, Birmingham, B46 1BF
O2 Broadband 0800 230 0202 send e-mail O2 Complaint Review Service, PO Box 116, Leeds, LS11 5DS
Orange Broadband 0800 980 1492 Contact form Orange UK Plc, PO Box 486, Rotherham, S63 5ZX
Pipex 0800 458 7000 send e-mail Pipex Home Call LTD, Complaints Department, Christie Fields, Derwent Avenue, Manchester, M21 7QS
Post Office 02871 304 703 send e-mail Post Office Telecoms Services, Bridge Court, The Close, Newcastle Upon Tyne, NE1 3BA
Tiscali 0800 975 3030 (option 4) send e-mail Tiscali UK Ltd, PO Box 14505, Birmingham, B46 1BF
UK Online 0800 053 0606 (option 3) send e-mail UK Online,The Maltings, Charlton Road, Shepston Mallet Sommerset, BA4 5QE
Utility Warehouse 0208 955 5000 send e-mail Utility Warehouse, Edge Business Centre, Dryden House, Humber Road, London, NW2 6EW
Virgin Media (Non-Cable only) 0800 052 0459 Contact form Virgin Media, PO Box 333, Matrix Court, Swansea, SA7 9ZJ
Vodafone Home Broadband 0808 0000166 send e-mail Customer Correspondance, Vodafone Lts, PO Box 549, Banbury, Oxon, OX17 3JZ

Whilst every effort has been made to include all the ISPs which offer “unlimited” packages in this list, please contact us at thegadgetshow@five.tv if your service provider does appear here.

Write to your ISP

Dear [insert name of your ISP],

I am writing to complain about your use of the term “unlimited” when advertising your uncapped broadband service.

Your terms and conditions warn your customers that you have the right to restrict this uncapped service in some way if the amount of data being downloaded is deemed to be unfair, or excessive.

However, I believe this is wrong. If you are advertising uncapped or “unlimited” downloads then your customers should be getting exactly that – unlimited downloads, without restriction.

I am writing to demand that you remove the policy you have in place restricting the amount of data a customer can download on your uncapped data plan to more accurately reflect what you advertise.

I would appreciate a reply and an explanation of what action you intend to take.

Yours sincerely,

[Your name]

) The Gadget Show does not accept responsibility for the content of sites we link to, so please take care when downloading software from third party sites

) Whilst every effort has been made to include free or local rate alternatives to customer service numbers, remember that network charges may vary.

Tags:

broadband, ISP, internet

User comments (96)

Leave a comment

Andy

Blimey you guys are doing a sterling job bringing this to light. Please check out the problems I have had............ http://btb.lithium.com/btb/board/message?board.id=Broadband&thread.id=1834&view=by_date_ascending&page=1

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jason catherwood

hi all at gadget show... A while ago in a show you offerd a download-able file that check how much connection im really getting instead of what im being told im getting. PLZ could you give me the address of this as my copm is very slow and it shouldnt be. many thanx...

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Iain Brown

Dear the gadget show, I watched yor show today & thought the advice you gave on getting over the difficulties with call centres, was REALLY GREAT & extremely useful for saveing money on phone calls. Please do a similiar report on how to evade the use of all o8 number phone calls. I am sure there is a cite that can tell me this? If you know of any please e mail me back & tell me. I have also had a look on your cite after seeing the report you broadcasted today 9.11.09. On the call centres & in this report you gave the name of a cite which gave details of which numbers to dial. PLEASE ! PLEASE! spend TWO MINUTES to e mail me back & write down what this cite was. yours Sincerely Iain Brown

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Syenta

Hi Iain the "Site" you want regarding 0870 numbers and their likes can be found here: http://www.saynoto0870.com/ Just click on the "Search to find an alternative number" link near to the top left of the page and that will take you to a second page which is where you type in your 08**** number and click on the search button on the right hand side. You can also search by company name on the same page. Hope this helps Regards Syenta

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jas

hi guys just wanted to say im with virgin on 20meg unlimited cable and for a while now they have been throttling the speed of our connections from 20meg down to 5meg this only seams to happen if you download anything during 7pm and 8pm .......flip i contacted them and they say they can not do anything recently i saw a program about Korea having 1000meg connection for 10 pounds a month .... whats going on..........................this is CRAZY

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James Howarth

I am on o2 Access unlimited package 8gb download, I am a fairly heavy user, around 100gb a monthso that is why I picked an unlimited package. I had a call from o2 today quoting their fair usage policy at me and telling me that if I exceed 50gb per month in future they will terminate my contract. This fair usage rubbish is a total con! Surely the words fair usage has no place in an Unlimited package, if you went to an all you can eat they wouldnt cut you off after the first plate full telling you that most people only eat a single plate full. Sale of goods act states fit for purpose sold, it is a con and a cop out that IPSs are legally getting away this fair usage rubbish.

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Paul Smith

I absolutely agree, this is a problem that I've been aware of for some time, and it isn't only limited to ISP's. Although I don't subscribe to home broadband I regularly use GPRS and 3g connections from a mobile phone. Most Uk mobile networks advertise "unlimited" data plans for mobile, however only O2 truly provide an uncapped service. I am currently trapped in an 18 month contract with Vodafone Uk. My so-called unlimited data plan actually comprises of a 500mb fair use policy. I understand the networks need to ensure fair play for all but 500mb is barely fit for the purpose, a seemingly arbitrary figure that allows for little more than text based browsing. Moreover I am doubly annoyed at the blatantly false and misleading advertising on behalf of the mobile networks.

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Caine

Think this is something that a lot of companies are doing knowing people will be misslead. I fell for it when i should have known better. Took a 3 mobile contract with unlimited internet usage. I understand the word unlimited as the dictionary defines it, not how 3 define it. 500mb fair useage is not unlimited, this is limited the exact oposite. Im actualy quite angry, i do feel misslead and that the company has blatently taken advantage of me. I understand the word unlimited, how can a company print this and not use the words definition. How are companies left to get away with this legally?

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Caine

Think this is something that a lot of companies are doing knowing people will be misslead. I fell for it when i should have known better. Took a 3 mobile contract with unlimited internet usage. I understand the word unlimited as the dictionary defines it, not how 3 define it. 500mb fair useage is not unlimited, this is limited the exact oposite. Im actualy quite angry, i do feel misslead and that the company has blatently taken advantage of me. I understand the word unlimited, how can a company print this and not use the words definition. How are companies left to get away with this legally?

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Dean

Keep on at ISPs about their so called speeds gadget show. I quite often check my speeds with the programme in your link or http://www.speedtest.net/ My present ISP (BT) tried to sell me their vision package and mobile broadband as add ons when I joined up in 2008. Listening to tonight's show and some of the stuff the ISPs came out with was a joke to say the least, unlimited means no limits NOT NO LIMITS UNTIL YOU GO OVER A SET AMOUNT OF BANDWIDTH in a month which can vary from month to month depending on how the ISP feels. I had an unlimited internet on my phone but cancelled it as I wasn't using it yet last week for the same £7.50 a month O2 now cap that @ 200Mb on a smart phone that can display video that will be used in a few hours. I used to have an ISP that gave 100GB of download a month with anything downloaded between 1AM and 7AM not counting in the overall download limit this was useful for downloading from BBC iplayer or sky as you could download while you slept and it wouldn't affect your limit. ISPs want your money but want to give as little as possible in return unless it is to their shareholders.

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Mark

Why does speed tester go to a list of Broadband companies with upto speeds and no tester?

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Brian H Wright

Can not get the Gadget Show Speed Tester to work and this is not an isolated case

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Stuart Bowes

Watchdog did a special on this tonight, which made me think to check my account, which originally stated 'unlimited Internet' plus 1000mins and 800 texts for 45 quid.. Cushty? Nope.. I actually have a fair usage policy of 750mb! Now, I don't use my phone on the Internet much anyway, I spend all day staring at a screen for work, so using my mobile to browse the Internet is just a strain to the eyes it didn't stop me keeping one of their managers tied up for a good 20 minutes while we went round and round the same point me: 'it is, by definition, limited, isn't it?' her: 'yes' me: 'so why is it advertised as unlimited?' her: well there's is obviously a fair use policy like there is with everything..' me: 'i'll just stop you there.. My car is not limited is it? I don't start paying more if I drive too many miles, do I? Her: 'well.... No' me: 'so either cut my bill in half or double my fair use policy' her: 'in sorry i can't do that sir' me: 'so you're totally unflexible?' her: 'er.. Yes' hmmmm O2, what a bargain !! Not.. My favourite bit was when I told her I didn't really ever plan to go near the limit! She said 'so why does it matter?' me: 'I just wanted to waste your time, for my personal amusement' ... Silence me: 'bye'

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Stuart Bowea

On the other hand, my virgin internet stated 20mb did a speed test, came up at 28mb!! Virgin media is the dogs nuts :) happy days

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Chris

Hi I've just been told on my mobile broadband that I am at 80 percent of my fair usage policy, this has never happened before, and I'm not in the habit of downloading lots of videos and stuff so I had a look on their website. It turns out that depending on how much you pay depends on what your 'fair usage policy' is set at. Since this time I've only paid for 7 days rather than my usual 1 month I only get 3 gm rather than 10gbs of download before i reach the limit of my fair usage. In my mind this is not actually a fair usage policy, rather its a way of getting consumers to pay more, pay a higher rate get a better service - this in itself is not an unfair concept, but when they disguise it behind the term fair usage policy its misleading and a cheeky marketing ploy!!

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Sue

This morning I had a call from Supanet, telling me I am over my limit!!! yes I have a NO download limit!! but the old fup was used and stated I have used 50gb, when I complained she said in the terms and agreement it states a fup, and if I do not upgrade to next higher package I will be charged 99p for every 1 gb over my "limit". I told her i wish to check online for a better deal, to which she replied I wouldnt find a better deal!. +plusnet is the only one I have found that for the same price give me an extra 10gb (60 instead of supanets 50gb). I am waiting for her to ring in a couple of days and see if supanet is willing to give me a deal matching plusnet, I have been with supanet for years with good service

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Suzi Q

My name is Suzi Q and i watched your show when you had the competion of getting from a-b by air , road ,and a treasure hunt , and you advertised for help on your show , i would love a chance of something like you do , .I ride a Boom Trike and go camping loads , i also have a lot of gadgets myself and i think Suzi Perry is a cool person she makes me laugh , and she is really good at wat she does . I love your programme

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Mr S Sharp

With virgin broadband, I am on 20 meg and I get my speed capped regular, Have phoned them up and been told to stop using P2P websites, Quite bluntly to stop downloading. Thats why I want fast speeds.

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Malcolm Tree

Just joining and looking forward.

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Bill McNab

Hey guys, just caught up with the show. Love it. With regards to the broadband checker the link does not work. It starts offering differenet packages but no check of speed. Don't know if someone has been playing with the link. Can you give me a link that will allow me to check my speed???? Thanks.

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phil

Hi I am just in the process of discussions, if you wish to call it that with Virgin Media. They have decided that even if you have a 50Mb connection (£45 per month) that between their peak hours of 5pm-12am the speed will be throttled back to around 10Mb or less for anyone using P2P, Limewire, Torrents or Newsgroups as, in their words they are Illegal activity.

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Malcolm Perry

Hi Guys and Gals.. I am disabled, work from home and download and work 24/7, I have just had a second warning letter telling me to reduce usage of my Virgin Unlimited Broadband between the hours of 9am - 9pm! Or I get one more letter and then they try to help me identify why my usage is high and to lower it, or I get disconnected! I am flabbergasted! I thought the first letter a joke! I believe the Misrepresentation Act 1967 states :- 2. Damages for misrepresentation. (1) Where a person has entered into a contract after a misrepresentation has been made to him by another party thereto and as a result thereof he has suffered loss, then, if the person making the misrepresentation would be liable to damages in respect thereof had the misrepresentation been made fraudulently, that person shall be so liable notwithstanding that the misrepresentation was not made fraudulently, unless he proves that he had reasonable ground to believe and did believe up to the time the contract was made the facts represented were true. Perhaps I should sue Virginmedia! I think Trading standards should have dealt with this before now. Unlimited either means Unlimited or remove the word! Plus Virginmedia's offshore customer service is a joke! I have sent the Gadget show letter but doubt i will get a reply, instead I am looking for an honest ISP any ideas?

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Stephen Wilson

Under virgin media, using my 10 MB unlimited broadband to watch the gadget show via the Internet in the morning, will be considered detrimental use as its more than 150 MB.

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Anonymous

Hi. Every one at The Gadget-Show. I really do enjoy washing the show. I really did not now that gadget can be sow intristing. I really Dow in joy the family atmifery that you Guss have. & the competition fun that every one has. I really in joy the one that you Guss had with the (SLR) comers. I am intristed in the (SLR) as a photography student. I love the Sony (SLR) what do you Guss think of the Sony. I really do like the Nikon but the Sony is my first chowce. What do you think of Sony Laptops manly the one 4 the photography. I realize that putting the show to gethy is not easy. But thanks 4 the grant show have a great year a head &every thing of the best 4 the show. F I living in South Africa I am seeing a reapeat of one of the old shows wich was made in 2000. From Leann Ruth

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Anonymous

Sorry mand a mast with the year it was made in 2009. From Leann Ruth

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Don Madge

Have been well and truly stitched up by O2 with their new package. '100Gb download limit sir' they told me 'If you go over the limit, we dont charge extra, just let you know by email and politely ask you to keep an eye on your downloads' '8gb download speed in your area.... not a problem' YEAH RIGHT.... NO-ONE, BUT NO-ONE mentioned the traffic management that has had me at a 10kb/s speed download max speed for the last 3 weeks... I have gone back 15 years for goodness sake. Phoned to complain as was told TOUGH... 12 month contract.. you want to leave... pay us 12 months rental.. O2 are sticking it to the little man... big style.

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sb

My Download speed is 1.09 mbps during the day and when the clock reaches 4pm it goes down to 0.12 mbps and i am with bt broadband

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S. Baker

Anyone else in this situation with Virgin Media? A few months ago I was on the 20meg service & got the "detrimental use of your broadband connection" letter. Yes, my household is a heavy user, so not wishing to risk my connection, I upgraded to the xxl 50meg service. Virgin clearly show on there website that this service is exempt from ANY restrictions. http://www.virginmedia.com/images/tm-table-su-large.jpg So no fear of limits or threats of disconnection? Yesterday I receive another "detrimental use of your broadband connection" plus it is dated 24th Feb so any monitoring of my service looks like I have completely ignored the warning for 3 1/2 weeks! I phoned the number on the letter (long hold on an 0845 number) to be told that when I signed up to the 50meg service I should have been told a fair use policy applies! How can they say this when they openly advertise NO limits WHAT SO EVER on 50meg service??? and for many heavy users this must be a major selling point! How can they get away with this blatant misrepresentation? Beware!

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lee A

Love the show Always somthing to open my to i try my best not to miss it.keep on rocking.

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Gary Whittaker

I was really excited about transferring my current 50GB limited broadband over to 'the post office' unlimited broadband. It was going to save me money and stop the excess fee's I randomly suffer (i have 3 netheads downloading movies and playing games) Just before sign up i thought i would check how 'unlimited' it was, i was staggered to be told "anything over 40Gb per month is classed excessive" How can 40Gb be 'unlimited'? Regards Gary Whittaker

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ian schofield

unlimited internet. what i wish to know is why trading standards or the goverment has taken no action over this matter.its a bigger scandal than the phone hacking and the isp s have been getting away with it for longer.

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Hi, I think your site might be having browser compatibility issues. When I look at your website in Opera, it looks fine but when opening in Internet Explorer, it has some overlapping. I just wanted to give you a quick heads up! Other then that, superb blog!

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Helen H

T-mobile is another culprit, and to be honest their forum has at least 3 subjects on FUP and all are not in favour, and I have said in my topic I get the impression they (the posters) are feeling that the FUP is done to annoy, and I could not agree more! I can only watch 2 episodes of Dr Who! and the recent one was 2 hrs because the video kept buffering! A well earned smack on the wrists for them is what I want!

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All you can eat. For reals. See our fabulous celebrity.... 2 font in light pink ink assuming your a newborn without teeth. Actual people have only the privilige to 3 crutons. There are no rights in our service and we are never wrong. If you do not like the way we do business then do not give us money. So what if we neutered everyone else opportunities to enter the business. Whine about this and that and everything...jeez you people. You are freer than a goldfish. Wheres your gratitude and respect? As always your business is appreciated and expected!

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