I've recently signed back up to eclipse after a break of 2 years. New connection is "Business Fibre" and I'm getting down speeds of around 50-70Mbps and up speeds of 15-20Mbps. Not bad for a (very) rural location!
However - and it's a big however - they appear to be shaping the traffic to the n'th degree. I use youtube videos regularly for work but they mostly *all* drop to at most 480p and then still buffer. The same throttling seems to occur on all streaming services (netflix, vimeo etc etc).
Now, I understand that some form of shaping has to occur, but when I can't watch a **** quality youtube video without buffering something seems to be a bit amiss.
I've challenged them about it, here's some of their responses:
As my colleagues outlined, and in line with all other major UK internet providers, we do constantly dynamically manage our network to ensure we can provide the best service possible
for all our customers which is inline with our terms of service.
When a particular service does start to impact on our general network operation, we may take steps to manage the connection to that service to ensure that our other customers not
using that service are not affected by that impact.
This is particularly the case when Apple,Microsoft and others release patches and update as we can see demand to these services increase to a level that would negatively impact
total network capacity. In this instance Global network controllers are applied Monday to F ridays 9-6pm and at times due to the unprecedented demand.
When asked if we could cancel the service as it was only installed 7 days previous to my complaint and I considered myself to be within the cooling off period they responded that the cooling off period was from the date of ordering *not* date of installation. Considering the installation was 1 month after ordering I took exception about this!
Long story short: they want £250 early termination fee for a service which does *not* suit my needs. They won't back down. What do I do?! Any help/pointers? I feel they are in breach of something, not sure what yet!
Edited by wideeye (Wed 02-Sep-15 11:31:28)