As a response to your posting, as MD of Avonline Broadband, I wanted to clarify some of the points that you made and add some other facts both for your reference and other readers of your post.
Satellite broadband, whether Tooway or any other consumer service, is always a "data" based service ie. you commonly choose what data levels are suitable for your requirements. In addition, satellite services are always subject to a Fair Access policy which means that a few heavy users cannot adversely impact the service for all other users. Both our Fair Access Policy and our T&C's are available on every web page on our website.
What you did not state in your posting is that within two days of your system being installed on a Tooway XL service with 30GB of data per month, you had used almost 50% of your total monthly data (14GB) and had triggered into a Heavy User under the Fair Access Policy. This means during peak times, as a Heavy User, you will see speeds restricted to allow average users a fair chance to use the system resources. As you confirmed to our call centre, out of Fair Access Policy restrictions, the system continues to perform as advertised giving you an 19.6Mbps download speed.
In addition, due the the nature of latency with satellite services, in order to measure download speeds accurately you cannot use many common speed test services. We provide a specific satellite based test but something like the BBC iPlayer speed test also performs accurately. Whilst I know that your speeds will have been reduced due the the heavy usage, I know that you did not use the provided speed test option which is unused on your account so any stated speeds that you quote are likely to be additionally reduced.
Despite peak time restrictions, you have since used a further 7GB since the weekend taking you to 21GB - 70% of your month's allowance in about a week. At around 3GB per day, the system obviously works ! That is the reason why the team suggested managing video and streaming downloads more carefully, using the unlimited night-time usage allowance that you had or alternatively if you needed more data, upgrading.
I'm sorry that you weren't able to give the service more time as we do often find that customers can initially use extremes of data due to the novelty of having a broadband service that is capable of streaming/downloading at up to 20Mbps. We have worked with hundreds of customers to get through this initial phase and who settle into usage habits that fit their package and their budget.
If you want to email me directly or if I can try and help you to achieve this, please feel free to contact me at [email protected]