Account Suspension for copyrighted material, common?

Forums › New Zealand Broadband › Account Suspension for copyrighted material, common?

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willnz

573 posts

Ultimate Geek

Trusted

#78620 18-Jul-2007 14:10

Snikch: I couldn't get my email!!!! How is that not vital

Email != Oxygen

Snikch

74 posts

Master Geek

#78622 18-Jul-2007 14:11

willnz:

Email > Oxygen

maverick

3594 posts

Uber Geek

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WorldxChange

#78623 18-Jul-2007 14:12

Snikch:
richms:
Getting back on topic, I think that the ISP has a duty to pass on the information about an alleged copyright violation, but to suspend a vital service over an allegation like that is totally unacceptable IMO.

Agreed.

I just would have appreciated a phone call first

We will take your point on board for this and may look to refine the process, appreciate the constructive comments, as as I said before it is and can be a highly emmotive topic as seen by the responses for and against.

Yes I am a employee of WxC (My Profile) ... but I do have my own opinions as well

https://www.facebook.com/wxccommunications

TinyTim

930 posts

Ultimate Geek

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#78624 18-Jul-2007 14:15

willnz: That's true, but then again, calling someone names isn't a criminal activity (with some exceptions). Copyright infringement (in almost every country) is. See the Copyright Act.

Actually, infringing the *current* copyright act isn't a criminal activity (it's a civil offence) - unless you're making a business out of it [1].

(Therefore despite what they tell you downloading software or whatever for your own use isn't theft because theft *is* a criminal activity.)

Though from what I've been told the copyright amendment bill *will* make it a criminal offence.

maverick

3594 posts

Uber Geek

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WorldxChange

#78635 18-Jul-2007 14:41

We will be amending our process based on the constructive comments here,

We will still be enforcing our Copyright Policy but we will now attempt to contact the user within the first 24 hours to advise of the situation & before the suspension happens (ie we will phone you first) the infringemet EMail will still be sent, if we can not contact the customer within the 24 hour period then the automatic suspension will occur.

This will be a best effort on our behalf to contact the customer and will be for a 24 hour period only.

I know this does not address some people's concerns with our policy but we will address how it is handled based on some constructive comments recieved.

Yes I am a employee of WxC (My Profile) ... but I do have my own opinions as well

https://www.facebook.com/wxccommunications

Snikch

74 posts

Master Geek

#78636 18-Jul-2007 14:46

maverick: We will be amending our process based on the constructive comments here,

We will still be enforcing our Copyright Policy but we will now attempt to contact the user within the first 24 hours to advise of the situation & before the suspension happens (ie we will phone you first) the infringemet EMail will still be sent, if we can not contact the customer within the 24 hour period then the automatic suspension will occur.

This will be a best effort on our behalf to contact the customer and will be for a 24 hour period only.

I know this does not address some people's concerns with our policy but we will address how it is handled based on some constructive comments recieved.

So are you calling to say "You're account is going to be suspended" or are you calling to say "This is your warning, one more request and your service is cancelled"?

maverick

3594 posts

Uber Geek

Trusted

WorldxChange

#78637 18-Jul-2007 14:49

Option 2
"This is your warning, one more request and your service is cancelled"?

The option to suspend automatically forced the customer to call us so we could advise them of the notice, this way we can still advise if we can get hold of the customer within 24 hours, otherwise if we can't the account will be suspended and they will need to contact us as per normal.

Yes I am a employee of WxC (My Profile) ... but I do have my own opinions as well

https://www.facebook.com/wxccommunications

Fraktul

836 posts

Ultimate Geek

Trusted

#78747 18-Jul-2007 23:11

Why not just email with a warning and a click on this link and confirm you have understood this email or your account will be suspended in 72 hours. If they still have not acknowledged after 48 hours a courtesy call and then suspension if no joy.

Less phone calls = less angry customer conversations and wasted staff time. Most people would take the slap on the wrist and be done with it if they cannot reply back to the email as a right of recourse but are required to call to discuss instead.

Snikch

74 posts

Master Geek

#78750 18-Jul-2007 23:20

Fraktul:

Less phone calls = less angry customer conversations

I imagine most customers would be embarassed.

Heheh,

Xnet: Uh hi, we're having to give you a warning for copyright infringement, you were downloading copyrighted material.
Customer: Thats BS! What was it!
Xnet: Hot and Horny Vol 3...
Customer: oh wait... yea that was me...

Satyr

64 posts

Master Geek

#78754 19-Jul-2007 02:14

glad im not with xnet

sirrobalot

5 posts

Wannabe Geek
Inactive user

#78860 19-Jul-2007 20:25

ok i've have stoped disputing with xnet
the infrigement still stands
all the emails i sent to xnet were dealt
with to my satisfsction
i was disapointed that they didnt contact me
befor i was suspended
but thanks to mavrick and xnet team for activly
trying to improve their policy based on comments
they see here and on other forums i dont think
that lack of comunication will occur in suspensions
from now on
through out this forum there are people saying
things like thank gosh im not with xnet and sling
shots good too,
well i was suspended but im not going to change
providers xnet is doing an amazing job they offer
a really good service at a good price and whats more
they search silly forums like these to improve so
they can better suit there customers not all isp s do
that so xnet customers really are getting a good deal