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Consumers 'in the dark' over usage limits
Garnet Roach garnet@consumerchoices.co.uk
Nearly eight out of ten broadband users don’t know how much of their download allowance they use each month according to new research (15-05-08).
But more importantly, said PlusNet (www.Plus.net) who commissioned the YouGov survey, 27 per cent don’t even know what their service limit is, so “face being penalised by their Internet Service Providers for unwittingly exceeding the limits of their contracts”.
“With the growing use of bandwidth-hungry technologies, such as YouTube and BBC iPlayer,” PlusNet - whose broadband packages have set download limits - warned that broadband users could end up having to pay unexpected charges for exceeding their limit or have their internet speed reduced if they exceed their fair usage policy.
“Many customers now take it for granted that streaming music and video over their broadband connections just works,” explained Neil Armstrong, products and marketing director at PlusNet. “But there’s a growing problem where customers are on the wrong package and have no idea if it’s suitable for them or not.
“Using your broadband with no idea of your limit, or level of consumption, is like making calls on your mobile phone without checking your bill or even knowing what contract you’re signed up to,” he continued. “Consumers don’t know what effect music and video is going to have on the quality of their broadband and the bills they might face.”
| "Using your broadband with no idea of your limit is like making calls on your mobile phone without checking your bill or even knowing what contract you’re signed up to" |
In light of these findings, PlusNet has not only launched an online Broadband Calculator to help customers understand their downloading habits, it has also increased the download limits on its Option 2, Option 3 and Pro packages.
The download allowance on Option 2 has been increased from 8GB a month to 15GB, Option 3 usage has gone up to 30GB from 20GB and Pro has been increased to 15GB from 10GB a month. All package prices are unchanged and overnight usage remains free of charge.
Michael Phillips, BroadbandChoices.co.uk product director, said: “There are loads of hidden charges lurking in the terms and conditions of your broadband contract, from exceeding your usage allowance to cancellation charges on ‘no contract’ broadband packages.
“With the popularity of today’s bandwidth-hungry applications it’s important that consumers know what their monthly download limit is. They can then install our free Broadband Download Monitor to track downloads and alert them as they reach their limit,” he advised.
Related article - Hidden costs of broadband.
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