Bandwidth limits and misleading fair use policy

Orange seems to be deliberately ambiguous with its fair use policy. They don't mention any specific usage limits on their website, but their are hidden limits you'll discover if you are a heavy user or have lots of people sharing the connection. Orange sent me an angry letter about a month ago, telling me I was using over 40 gig a month and was therefore in breach of their fair use policy (they don't mention that 40 gig limit anywhere on their website). After spending hours on hold, I finally get through to them only to be told that it's too late and I'm being disconnected. Moral of the story: Make sure you know exactly how much bandwidth you're entitled to before you hand over your money.

When I asked Orange when I signed up, they confirmed the FUP is triggered around the 35GB mark and only actioned if that is exceeded consistently. The letter comes out if you exceed the usage over consecutive months.

If they sent it to you last month, did you action the letter immediately, or ignore it? If you did the latter and still carried on d/ling that volume of data, then you will be disconnected. If you want in excess of 40GB every month, the 2 questions begging to be asked are 1) why? and 2) why did you not sign up with a supplier without these kind of limits?

If you expect to get truly unlimited usage on

Did you try any other department to complain?

I take it that was aimed at the OP, not my reply?

In reply to:

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2) why did you not sign up with a supplier without these kind of limits?

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What limit? its unlimited!?!!

The FUP isnt clear, so how can he have stuck to rules that aren't public knowledge?

The FUP rules need to be tightened, and like this user is doing, others should follow suit: http://demonic-tale.blogspot.com/2007/02/disconnected-demon.html
They dont have a leg to stand on legally.

My point was why go for an ISP with a SUP/FUP in place when there are others out there offering high/no limits.

I agree the advertising etc. is misleading and the government has done nothing for the consumer since BB came in. ASA and trading standards are apparently unconcerned or powerless.

Given all that, it seems a bit rich to me to complain about a FUP if you can't be bothered to find out the details. I agree that the detail should be on the web site, but I found out what the 'limit' was less than 5 minutes into my sign up phone call - I just asked the question.

Judging by the apparent 'cancelling without notice' the OP bemoans, I think it more likely they didn't check the details and then ignored the warnings. Just MHO.

1) There are 5 people in the house using the broadband connection, this increases usage quite a bit

2) I did ask when I was signing up if Orange could clarify their FUP (bandwidth limits etc.), the guy on the other end said he didn't have any information other than what was on the website. I therefore assumed that as long as I didn't get in the way of other people's usage it would be fine, and I kept usage down during peak hours like the FUP suggests. With the benefit of hindsight I should have realised that Orange wouldn't be able to offer an unlimited service so cheaply, but they still should make it clear what exactly it is that they're selling.

As to how many people are on the line, I'm afraid buyer beware really does apply here. If you are going to have 5 people on the line, heavy usage is all but a certainty - checking out bandwidth allowances in detail is essential. Are we talking students or a large family? I can understand students not picking up on this due to consumer inexperience. I know I used to be one!

As to the advertising, I think you'll find my comments empathise with you. However, this is an industry/government/legal issue not limited to Orange. I don't necessarily blame the companies using these FUP/SUP's - they are just pushing the boundaries to allow them to make as much profit as legally possible. The problem is the shortcomings of consumer legislation and the toothless Ofcom.

They are just plain lying.
Unlimited means unlimited.
If it's not unlimited then don't state it is.
I wish people would buy a dictionary.

stniuk - I agree totally.

I checked Orange's website and found the FUP hidden very well indeed. After reading it I am still none the wiser. They define CLEARLY what the limit is for the free calls on their "unlimited" talk package, but dont define what the limit is on their "unlimited" broadband.

Yes, they are doing it because other ISPs are too, to not use this to their advantage would not make business sense. My gripe isn't totally with Orange, it's with the government and the regulatory bodies who enforce advertising and telecoms.