sky broadband fair use policy

Hey im new to this broadband techy. I have been with sky broadband for 3 months now in january i got a letter from sky broadband saying your broadband usage is over our fair use policy of 150gb, It also sed that if i go over 150gb again sky may take action, I didnt think much of it but today got a phone call from a very rude lady at sky broadband fair use policy deportment sayin we are ceasing/cancellin your broadband from today 24/02/2011 because you have used 230gb. I sed to the lady you have no right to cancel my service she sed we can on under our fair use policy at sky of 150gb. I then ask her if i could just have a mac code or tranfer to number to bt she then sed no because im on LLU. I have no broadband now till the 10th of march which is when the cease is going to come off my line. I have spoke to a broadband company call vivaciti which the guy i spoke to was very helpfull. Defo going to go on the LLU unlimited. Anyone on that service? what is the gaming like on there?

thanks for reading

Jake

Why didn't you switch to Sky broadband unlimited?

Well they adverse one product as unlimited and nowhere in the usage policy on their web site does say the "unlimited " is actually capped in any way, so if i was on the unlimited package, i would be making complaints first to sky in writing, and i would contact ofcom ,asa, as if what you say is true, they are misleading people bey saying it's truly unlimited when it's not, you could also contact their ADR people about it, are you Fully llu'd both phone &bb with sky? if so they are exempt from having to give you a mac, but nothing stopping you getting another isp, after you get the return to donor (back to bt) but you gotta get on to bt not the isp and it shouldn't take weeks, sounds like sky are really starting to struggle network wise, now expelling the heavy users
I found this from their help forumsSkyHelpForum

Edited by tommy45 (Thu 24-Feb-11 19:21:12)

i was on sky broadband unlimited

There advertising says they are truly unlimited.... I would be tempted to go to Ofcom with that (I think that is the right one?)

In reply to a post by jake19uk:

i was on sky broadband unlimited

There's no FUP on Sky broadband unlimited.

As this is the first post ever , that I have seen invoking the Sky FUP , and for not a ridiculous amount of bandwidth , as in 100 not 1000 and also its from somebody with only a 2 post history ...

I'm going to have to file under "not sure " as I got friends on sky that regularly use over 150giga a month .

If the op has has his service terminated for d/l over 150gb then maybe they have secretly changed it, if so they can surely expect trouble, can't see em being that stupid somehow, but who knows?, more likely some misinformed cs staff wrongly have done this, if it where me i would be persueing itb further, never no if they have wrongly disconnected the op he may get some form of compo from them

In reply to a post by tommy45:

If the op has has his service terminated for d/l over 150gb then maybe they have secretly changed it,

I think the OP is mistaken

Here we go:

http://www.sky.com/helpcentre/broadband/set-up/sky-b...

Extract from that page:

Sky Broadband Unlimited

Download speeds of up to 20Mb, upload speeds up to 1.3Mb per second and unlimited usage (with no fair use policy) allows the whole family to enjoy music, movies, and sports clips.

Take it up with Ofcom or trading standards. That is clearly a breach of their advertised T&C's

i burn through 400-500 gb a month, no problem guys wrong or just lying

In reply to a post by jake19uk:

got a phone call from a very rude lady at sky broadband fair use policy deportment

How can there be a Fair Use Policy Dept when they have no Fair Use Policy?

In reference to www.sky.com/helpcentre/broadband/set-up/sky-broadband-product-infor...:

Sky Broadband Unlimited
Download speeds of up to 20Mb, upload speeds up to 1.3Mb per second and unlimited usage (with no fair use policy) allows the whole family to enjoy music, movies, and sports clips.

Do you pay for your BB? You sure you are not on the free Sky Broadband Everyday Lite with the monthly usage allowance of 2GB?

You sure you're with Sky?

Edited by XRaySpeX (Fri 25-Feb-11 01:03:32)

In reply to a post by XRaySpeX:

How can there be a Fair Use Policy Dept when they have no Fair Use Policy?

Well I presume thay have a Dept for dealing with connect users and other users not on unlimited.

Did the OP sign up for unlimited but got put on connect instead maybe?

He was probably on Connect, a lot of users think they are on LLU when they aren't.

log into mysky and it should display the package and price on the bills

Call Sky and ask what package THEY think you are on then sort it out from there.

In reply to a post by BuckleZ:

He was probably on Connect, a lot of users think they are on LLU when they aren't.

The mystery is where the 150 GB FUP came from. These other "limited" products have 2 or 40 GB usage allowances.

Post deleted by Oliver341

Nope, def on full LLU (MPF), so phone and dsl, I remember speaking with the chap and the PSTN line is being ceased by them as well (would think that would be a case for ofcom)

In reply to a post by vivaciti:

Nope, def on full LLU (MPF), so phone and dsl, I remember speaking with the chap and the PSTN line is being ceased by them as well (would think that would be a case for ofcom)

He isn't on Sky broadband unlimited as there is no FUP.

think you a tab bit bias as your an competing ISP

I download 400GB+ a month no problems and I have a unlimited broadband and have my landline with them but have not let the move it to full LLU

What was Bias about what Vivaciti said?

Within LLU there are two options. SMPF or MPF. The OP clearly has a MPF package as his phone line (PSTN) is being threatened with a cease. SMPF is where the line stays with BT or whoever retails your line rental and or phone package to you, and the broadband is provided from the LLU op.

So everything Vivaciti said, and not much was really said, was true.

In reply to a post by krazykizza:

What was Bias about what Vivaciti said?

Within LLU there are two options. SMPF or MPF. The OP clearly has a MPF package as his phone line (PSTN) is being threatened with a cease. SMPF is where the line stays with BT or whoever retails your line rental and or phone package to you, and the broadband is provided from the LLU op.

So everything Vivaciti said, and not much was really said, was true.

True but Vivasitty missed out the point that the OP is not on Sky broadband unlimited. Because there is no FUP on Sky broadband unlimited.

no one disputing that sky does LLU via SMPF or MPF.

Sky does not have a Fair Usage policy on their unlimited product regardless if its SMPF or MPF. That what we disputing Vivaciti claims the OP is correct. Where as we who use SKy Max internet know he is not.

This is just a marketing ploy to try and scare people from sky to Vivaciti

You can't make assumptions like that.

In reply to a post by krazykizza:

You can't make assumptions like that.

What?

I don't see what they've said wrong! How can it be a ploy? They're not out to steal customers, its upto the EU if they want to change provider and Vivaciti quite rightly said that it would be a case for Ofcom to look at in regards to the PSTN being ceased.

What a cynical bunch you lot are

Vivasitty missed out the point that the OP is not on Sky broadband unlimited

In reply to a post by jake19uk:

i was on sky broadband unlimited

Edited by deleted (Sat 26-Feb-11 00:03:40)

In reply to a post by krazykizza:

Vivasitty missed out the point that the OP is not on Sky broadband unlimited

In reply to a post by jake19uk:

i was on sky broadband unlimited

There is no FUP on Sky broadband unlimited - fact.

And I'm not saying there is!

Op states he is new to the techy side of broadband, and like a lot of users don't know what is or isn't in their contract. And like someone else a while ago said the user could of been a victim of a misinformed CS agent

In reply to a post by krazykizza:

And I'm not saying there is!

Op states he is new to the techy side of broadband, and like a lot of users don't know what is or isn't in their contract. And like someone else a while ago said the user could of been a victim of a misinformed CS agent

behave

I'm pleased I had this opportunity to School you.

Lots of love,
KrazyKizza

grow up 12

Let us all stop this silly banter.

It is a fact that the OP is out of kilter with the general experience of those on the unlimited product as this is the first post I have seen where a FUP has been mentioned, or indeed a claim that there is one in operation.

As is often the case there must be more to this than meets the eye as the OP does not add up to known experience....but it must be admitted it is a drastic move for Sky to do an enforced cease...... there must be more to it than we know, so impossible to be judgemental I reckon.

Sky can suspend your line in cases where you are deemed to have been sending large volumes of spam mainly due to your PC being infected with a virus.

I wonder if the OP has been caught out by that and there has been an overzealous CST who instead of suspending him has ceased the line,

Hi,
Sorry if it was not clear.
We are not saying that Sky said they were ceasing his service due to FUP breach, the OP said that.
All I have said is to make it clear we looked at his line and can see it is an MPF service (so IS full LLU from Sky) and there IS a cease in place on the line.
The reason for the post was due to a number of posters saying the EU is incorrect he must be on connect etc etc, I was just pointing out from a technical point of view he IS on full LLU not sky connect. I also pointed out I did not think Sky could just terminate his voice line without good reason and that the OP should seek clarification from the regulator on the reasons they can terminate his voice line.

In reply to a post by vivaciti:

Hi,
Sorry if it was not clear.
We are not saying that Sky said they were ceasing his service due to FUP breach, the OP said that.
All I have said is to make it clear we looked at his line and can see it is an MPF service (so IS full LLU from Sky) and there IS a cease in place on the line.
The reason for the post was due to a number of posters saying the EU is incorrect he must be on connect etc etc, I was just pointing out from a technical point of view he IS on full LLU not sky connect. I also pointed out I did not think Sky could just terminate his voice line without good reason and that the OP should seek clarification from the regulator on the reasons they can terminate his voice line.

I think that they would use the line that they sky do not supply voice services without adsl or something on those lines

We can not make that assumption other than what the OP told me.
All I do know (and you can correct me here) is their unlimited product is when you are on LLU (so not sky connect) and I know the OP is on LLU as the phone line he has is a full LLU so sky HAVE to have the dsl on LLU (the line IS MPF)
Now if sky do a non unlimited package on full LLU (MPF) then that may well be the case.
All I had pointed out to help the OP as we can see the tech bit is that his line is LLU, no mistake there.

If your say sky have a non unlimited product on the MPF service, then fine, I have no argument with that, just saying he is on LLU not sky connect.
Out of interest what package do sky have on LLU that is NOT unlimited?

Yes but there are a different set of rules for terminating a voice line as there is a USO for a phone service and licences are regulated.

In reply to a post by vivaciti:

If your say sky have a non unlimited product on the MPF service, then fine, I have no argument with that, just saying he is on LLU not sky connect.
Out of interest what package do sky have on LLU that is NOT unlimited?

As you should be aware, they have a number of packages, one of which is unlimited with no FUP.

All I do know (and you can correct me here)

He can, and will.

Why should I be aware of what packages ever other ISP has???
I asked what LLU packages they had that where NOT unlimited ie had a cap or FUP?

In reply to a post by vivaciti:

I was just pointing out from a technical point of view he IS on full LLU not sky connect.

OP could be on Sky Broadband Everyday Lite. That's LLU, isn't it? But it still doesn't have a FUP of 150GB, so the OP is/has been confused.

You keep repeating yourself, are you even listening?

I am not trying to prove one way or the other the OP has been terminated because he has gone over some FUP all I was trying to put across what that he IS on LLU and not IP Stream so therefore NOT on Sky Connect.

I think Sky might of said something sooner had that of been the case.

You just asked, whilst I was posting:

In reply to a post by vivaciti:

Out of interest what package do sky have on LLU that is NOT unlimited?

There's your interest

I also pointed out I did not think Sky could just terminate his voice line without good reason

He's in breach of contract. Therefore all contracted services withdrawn.

USO would require Openreach to install a line. It's there already. Hundred of thousands of lines are disconnected annually for breach of contract ie non payment.

They are saying (from what the OP says) he has exceeded his internet usage on his unlimited broadband package, now if thats the case and they terminate his DSL service, then OK, but would that also allow them to cease his voice line (of course I have not gone through their t&cs, and further more have no wish to) so my advise the the OP would be to contact the regulator.

In reply to a post by BatBoy:

In reply to a post by vivaciti:

If your say sky have a non unlimited product on the MPF service, then fine, I have no argument with that, just saying he is on LLU not sky connect.
Out of interest what package do sky have on LLU that is NOT unlimited?

As you should be aware, they have a number of packages, one of which is unlimited with no FUP.

They only have two LLU broadband packages, "unlimited" and "eveyday lite" which has a 2GB limit (£5 a month or free with the phone service) http://www.sky.com/shop/broadband-talk/broadband-opt...

I would consider it grossly unreasonable to fully cease a line for excessive broadband usage, so if there wasn't some other reason, then I'm glad my line rental and voice services aren't with Sky.

Edited by AbandonShip (Sat 26-Feb-11 15:56:27)

In reply to a post by AbandonShip:

They only have two LLU broadband packages, "unlimited" and "eveyday lite" which has a 2GB limit

They could have some legacy packages that have different usage limits but OP did say he had only joined recently.

In reply to a post by XRaySpeX:

In reply to a post by AbandonShip:

They only have two LLU broadband packages, "unlimited" and "eveyday lite" which has a 2GB limit

They could have some legacy packages that have different usage limits but OP did say he had only joined recently.

The original LLU packages were Sky Basic, Mid, and Max, but as far as I'm aware, everyone has long-since been transferred to one of the current packages.

Edited by AbandonShip (Sat 26-Feb-11 16:00:38)

but would that also allow them to cease his voice line

I don't see how you can be so sure if you haven't read the T&Cs. One contract for bundled services, break the contract, lose the services.

As i said earlier because they do not supply voice only the voice side of things would be withdrawn because the adsl was ceased, and because it was mpf, it would in any case prevented the op from getting service with other isp's

Edited by tommy45 (Sat 26-Feb-11 16:22:08)

In reply to a post by tommy45:

As i said earlier because they do not supply voice only the voice side of things would be withdrawn because the adsl was ceased, and because it was mpf, it would in any case prevented the op from getting service with other isp's

They appear to offer Talk without broadband:- http://www.sky.com/shop/broadband-talk/talk-options/ although maybe you have to have Sky TV?

So they do, mmm, but presumably the line would still be classed as a bt line? if not then a lot of isp's would reject orders for such,as they(most ) stipulate you must have an active bt line, maybe thats the catch for those who unwittingly swap their voice to sky and they find out the only way to get bb on that line is to have sky bb, or swap back to bt?

Heres the reply I've just received from SKY when asking about FUP

There are no restrictions whatsoever at any time for those customers who have Sky Broadband Everyday Lite or Sky Broadband Unlimited.

Sky Broadband Unlimited has download speeds of up to 20Mb, upload speeds up to 1.3Mb per second and unlimited usage (with no fair use policy) which allows the whole family to enjoy music, movies, and sports clips.

Does nobody find it interesting that the OP has not responded for over 4 days now?

I was thinking that myself, no one else who batters their connection each month seems to be having this problem, if they are i have not seen any reports of it,apart from the one in the sky help forum,so.... wait and see time i guess

In reply to a post by Stevenage_Neil:

Does nobody find it interesting that the OP has not responded for over 4 days now?

Maybe he doesn't have broadband?

In reply to a post by Stevenage_Neil:

Does nobody find it interesting that the OP has not responded for over 4 days now?

Yes thinking similar.
Checking through Skys policies now and all i can find which may have applied is

ACCEPTABLE USE POLICY

Irrespective of which Product you have subscribed to, our Acceptable Use Policy ("AUP") will apply to you and those who you allow to use Sky Broadband.

If you have any queries about our AUP, you can contact us by emailing [email protected].

In reply to a post by vivaciti:

Why should I be aware of what packages ever other ISP has???

Because you compete against them. I think it makes good business sense to know your competition - but maybe one or two of those words don't apply to you.

Just finished posting on Sky Forum
reply

In reference to helpforum.sky.com/t5/Broadband-Technical-Issues/FUP-On-Sky-Unlimite...:

There is no FUP for unlimited but all Sky ADSL packages are covered by the AUP for which there has never been a published and confirmed download amount as obviously this would just goad some into downloading up to the limit each month as a 2 finger salute to Sky.

The poster on the other forum (you do not have to post a link as I have already seen the thread) may well have incurred the wrath of Sky for a reason and the advisor has just given incorrect details as to why (some advisors can only see basic details and often try to guess the true reason for it).

Dude don't you get it?

Vivaciti don't need to 'compete' with Sky. They are two different classes of ISPs. Sky is a direct seller of their own network, while vivaciti resell connections onto others networks. Competing doesn't even come into the equation as commission from broadband connections aren't that amazing .

In no way shape or form do I see a marketing campaign coming from Vivaciti, so its hard to understand why they're even trying to compete/steal business from Sky.

They have allegedly 'stolen' / 'attempted to steal' customers in the past, so they have form for it. I wouldn't trust them as far as I could throw Bernard Manning!

As for the OP, he is either confused, misinformed or having a laugh because I have never downloaded as little as 150gig per month since I joined Sky and they phoned last week to ask if I was happy with my service

Ah right,

well guess you can't teach an old dog new tricks then if that's correct!

In reply to a post by Finguz:

They have allegedly 'stolen' / 'attempted to steal' customers in the past, so they have form for it.

I regularly get mailshots (and the occasional phone call) from BT, Virgin, Sky, TalkTalk... trying to get me to take out a broadband contract with them.

Are they attempting to steal a customer from my current ISP?

In reply to a post by Finguz:

As for the OP, he is either confused, misinformed or having a laugh because I have never downloaded as little as 150gig per month since I joined Sky and they phoned last week to ask if I was happy with my service

By the Op behaviour its safe to say its one of the above , I do actually wonder when sky will get round to tackling the excessive usage of some of there users but for now I guess every one is safe as there still rolling out new exchanges and after new customer .

It's when the expansion stops and they turn there attention to maximum revenue per customer things will get interesting IMHO .

In reply to a post by woweebert:

By the Op behaviour its safe to say its one of the above , I do actually wonder when sky will get round to tackling the excessive usage of some of there users but for now I guess every one is safe as there still rolling out new exchanges and after new customer .

It's when the expansion stops and they turn there attention to maximum revenue per customer things will get interesting IMHO .

I would surprised if they do that especially as they are selling tv service via the Internet though I can imagine them possibly limiting certain protocols but I suspect that will cost more to implement and enforce than it is worth.

In reply to a post by billford:

In reply to a post by Finguz:

They have allegedly 'stolen' / 'attempted to steal' customers in the past, so they have form for it.

I regularly get mailshots (and the occasional phone call) from BT, Virgin, Sky, TalkTalk... trying to get me to take out a broadband contract with them.

Are they attempting to steal a customer from my current ISP?

Of course not Bill, but that is not what they allegedly did

He's not sure, that's why he said to check.