8 million broadband users risk having their connection cut off

uSwitch.com is warning consumers to be aware of their download limits and restrictions, or risk having their connection cut off by their internet provider.

With the demand for the likes of online gaming and on-demand internet television increasing, 350,000 people have already been penalised for exceeding their download limit.

And research from uSwitch.com suggests that as many as 8 million (48%) of broadband users have no idea what their usage allowance is, whilst 7 million (38%) believe that their broadband is unlimited, when in fact it will be monitored and limited where necessary.

2 million broadband users (9%) have been contacted by their broadband firm for ‘excessive use’ of their connection, with consumers now spending, on average, an hour a week downloading films, tv shows and videos and a further hour playing games online.

The uSwitch.com study of the major broadband firms shows different approaches to managing customers’ broadband usage. While some services advertise clear limits, ranging from as little as 1Gb (one gigabyte) to 15Gb or 30Gb per month, others are billed as ‘Unlimited’. However, in reality, almost all companies are prepared to restrict, suspend or even terminate the service of customers who use their service ‘to excess’.

Other than Sky, which claims that there really is no limit to its Sky Broadband Unlimited package, most companies advertising ‘Unlimited’ broadband cover themselves by a ‘Fair Usage Policy’. While differing from provider to provider, the policy generally states that the company has the right to limit a customer’s broadband service when usage is ‘excessive’. However, few companies actually define the term ‘excessive’, making it virtually impossible for a customer to know the exact point they will go over the limit. Once a customer reaches the limit deemed ‘excessive’, they may find that their speed is slowed down. Having received a verbal or written warning, those continuing to ‘over use’ their broadband may be charged an excess fee, or at worst, be cut off.

Matt Wheeler from uSwitch.com said:

“Millions of broadbanders are surfing the web and enjoying the delights of on-demand TV in blissful ignorance that they could well be approaching the limit that is acceptable to their provider. A 45 minute TV programme such as Lost uses up around 350Mb while a two hour movie could use up to 900Mb. And that’s just standard definition. This soon adds up over a month and customers could well find themselves getting a warning from their provider that they are over-using their service, unlimited or not.

“The best advice for customers is to check their Fair Usage Policy and if in doubt, ask their provider to clarify the acceptable usage. For those choosing a new service, it’s more important than ever to pick one that can cope with the demands being placed on it both now and in the future.”