[WXC/VFX] World Exchange XNET unlimited plan throttled without warning as per there site rules

Forums › One New Zealand (including Vodafone, WxC, Farmside) › [WXC/VFX] World Exchange XNET unlimited plan throttled without warning as per there site rules

keithholden

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#10808 13-Dec-2006 01:39

After joining xnet for there UNLIMITED NATIONAL plan for $89.95 . 20 gig plan
3.5mb /512k. There was suddenly a SLOWING down of SERVICE.
Finally after a week I EMailed them and the reply was this.

Hi Keith,

It appears your account has deemed to have Excessive Use, please see
the possible restrictions placed via
http://www.xnet.co.nz/content/terms.shtml.

The Operations team have placed a restriction due to the following high
usage.

national 68672.99 MB - Nov
national 67116.56 MB - Oct
national 46274.83 MB - Sept
national 38040.88 MB - Aug
national 112734.08 MB - Jul

Unless a dramatic change in this usage pattern is seen it's unlikely any
restriction placed will be removed.

Best regards,

Cameron
Xnet Internet Support

Now what does unlimited mean well I guess xnet hasnt read the dictionary

OK so this is just tipical of isps and there hidden rules.

BUT WHAT GETS ME IS
on there fair use policy it strictly states and I QUOTE

WxC may:

a) Warn the customer that continued excessive downloading may result in further action
b) Shape, filter, exclude or prohibit the further downloading of further data - either in its entirety or apply this on certain types of traffic

Well usually that means we start at a) but noooo xnet skipped that, and shape the traffic
how bad is there PR (Public Relations) that they just shut people down without first warning.

So any way I then mailed them back and said
> >> Hi could you please tell me how many gig national you deem
excessive as I
> >> joined xnet as Unlimited National data

Reply Xnet.

Hi Keith,
> >
> > Each case is treated separately and varies, there is no actual figure.

SO I replyed

Hi Cameron
> Each case being different and treated separately could you please tell me
> what the limit is on my case
> Cheers Keith

The reply from xnet
Hi Keith,

There is no actual figure, your usage was classified as excessive by our
Operations team.

So here we are with no actual limit but they deem me excessive.
Well Camren how about you ask your Operations team what they deem excessive
then you will be able to answer my question ive already asked twice.

No that would be to hard and require work.
If you cant supply a service you sell. Then have to cap the service because of to many people joined.

They want us to buy the service but they dont want us to use it.

Unsatisfied is not the word id use to decribe XNET.
Keith

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#55336 13-Dec-2006 06:41

So you signed up for a plan that advised traffic shaping would occur with excessive usage, used roughly 100x the average usage of a broadband customer in NZ in 1 month and wonder why you're having your traffic shaped?

johnr

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#55337 13-Dec-2006 07:18

I don't blame them you would be costing them lots of $$

maverick

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WorldxChange

#55339 13-Dec-2006 07:54

Keith,

Thank you for the feedback we appreciate constructive comments either good or bad, you may feel hard done by and it is your right to express your comments and feelings in an open forum, as this is what it is here for.

We also have a commitment to our customers to give them the best service possible under our terms and conditions 98% of customers use the service and fit well within this with no issues, there are however a very small % that do breach these conditions and I'm sorry to say that at this stage based on your traffic type / Volume you do fit into that category, You may not like it but I'm afraid it does breach our policy and it is our right to action it the way we see fit , also contained in fair use policy.

We understand at times certain people may not like our policies but they are there to protect the majority of our customers and our company, the one thing about having some form of competition in NZ is that you do have choices if we are not meeting your individual, requirements other providers may do, whilst I also hate to lose customers of any type if we deem that you are in breach of our T's and C's then I'm afraid then that is just a commercial reality and you are free to use another provider.

Regards
Phillip Moore
Operations Manager
WorldxChange Communications

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

https://www.facebook.com/wxccommunications

freitasm

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#55340 13-Dec-2006 07:56

keithholden: Now what does unlimited mean well I guess xnet hasnt read the dictionary

You still have the unlimited traffic allowance. You just get to use it slower than before. If you want unlimited traffic allowance and unlimited speed, this is gonna cost, with any ISP.

riahon

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#55341 13-Dec-2006 08:04

BUT WHAT GETS ME IS
on there fair use policy it strictly states and I QUOTE

WxC may:

a) Warn the customer that continued excessive downloading may result in further action
b) Shape, filter, exclude or prohibit the further downloading of further data - either in its entirety or apply this on certain types of traffic

I think for this part here you do have a point. I would think it good manners to have forewarned you directly via email or phone call, at least then it wouldnt be totally unexpected.

However, you have to admit you have been to the buffet table a few too many times.

johnr

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#55342 13-Dec-2006 08:06

keithholden why do you use so much traffic?

Maybe you need to get another hobby part time

tonyhughes

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#55343 13-Dec-2006 08:07

keithholden: OK so this is just tipical of isps and there hidden rules.

BUT WHAT GETS ME IS
on there fair use policy it strictly states and I QUOTE

WxC may:
a) Warn the customer that continued excessive downloading may result in further action
b) Shape, filter, exclude or prohibit the further downloading of further data - either in its entirety or apply this on certain types of traffic
Well usually that means we start at a) but noooo xnet skipped that, and shape the traffic
how bad is there PR (Public Relations) that they just shut people down without first warning.

In one sentence you moan about hidden rules, in another, you talk about the fair use policy...

Also, you are quoting them as saying "WxC may" (do 'a' or 'b'). The word 'may' clearly means that they could take one or more of these actions - not that they must take all of these actions.

And seriously - im sure any smart person can figure out that over 100GB is not typical use, and has a reasonable chance of being classified as excessive.

If you continued at your current rate, you would be looking at pulling a terabyte a year.

I believe (just an opinion of course) that 'unlimited' plans are there to let the average Joe Bloggs just use the internet without fear of excess charges, or spending half a month on shaped speeds just because they downloaded a couple of game demos.

Surely the people who download huge amounts of data (50GB plus) are also savvy enough to understand the drain on an ISP this will cause, and that if you get classified as excessive - fair cop.

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keithholden

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#55374 13-Dec-2006 13:54

On a 3.5mb connection not including upload. 400kbs approx download going non stop for one month 30 days

would equal 1152gigs a month.

My maths 400kbs for each 5kbs per hour equal 20mb 400/5=80 x20mb equals 1600 or 1.6gig if 1gig were 1000mb not

the 1028mb. X 30days per month.

Upload 512k equals approx 60kbs /5kbs =12 x20mb =240mb per hour X 24hrs = 5760mb X 30days =172800mb /1000=172gigs

So my guess on the theroritical unlimited use of my(old unrestricted connection) would be 1324gigs per month

I guess my average over the last 5 months of 58.9gigs is really quite small

Keith

Had I even known about a fair use policy and what was resonably expected of its use,and the out come had
I not adhered to it this would have curbed my use to some degree.

But still Xnet refuses to tell me how many gigs is considered Excessive use.

The reason behind the excessive use as stated is to stop excessive use affecting other users.

There fore if my use was curbed to off peak hours 12am till 7am then this would have fixed the problem
without bandwidth shaping true???

sbiddle

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#55380 13-Dec-2006 15:07

If you want to transfer large amounts of data then get a plan that allows this. You seem to have this idea that a $50 "Unlimited" accounts are flat rate full speed connections which is not the case.

If you moved to TCL PDQ you could get 100GB per month of max down/up for roughly $150 per month + line rental.

tonyhughes

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#55386 13-Dec-2006 16:43

keithholden: <maths quoting total theoretical obtainable data throughput deleted>

Seriously mate, if you beleive that you should be allowed to do that, then you must beleive that *everyone* should be allowed to max out a $50 connection all day every day at full speed.

IF that were the case, you could certainly kiss $50 broadband goodbye, and say hello to a much more expensive product (you can buy dedicated internet access, and its not cheap).

I would suggest that most people living in the real world would understand these concepts.

Fraktul

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#55395 13-Dec-2006 18:26

Commercial realitys bite, call the whambulance

keithholden

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#55435 14-Dec-2006 08:17

Im on the old plain and pay 89.99 per month..
I did not see any fair use page when I joined nor was I informed by email or other means that there would be restrictions

Had I known this I wouldnt be here talking about it now.
Unlimited is not unlimited so why call it that.

Telecom just got taken to court about there plains calling them unlimted when u get put in a different pool of people
for downloading more than 700mb a day.

If some one advertises something reguardless of in ins and outs of the thing you should get what they state

UNLIMITED

WxC should have said Unlimited up to 20 gigs which as we no is not unlimited.
Keith

BiggusDoggus

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#55436 14-Dec-2006 08:23

Can I just say here I'm impressed with World Exchange's reply - he manages to be polite and professional, and yet still basically say "if you don't like it, leave". It goes without saying I'm also impressed they replied at all!

And I agree - you're living in a dream world, mate - ignorance is no excuse. Every ISP has full T&C's readily available, and every ISP has a "fair use" policy with their unlimited plans.

Your mother was a hamster and your father smelled of elderberries

johnr

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#55437 14-Dec-2006 08:24

freitasm:
keithholden: Now what does unlimited mean well I guess xnet hasnt read the dictionary

You still have the unlimited traffic allowance. You just get to use it slower than before. If you want unlimited traffic allowance and unlimited speed, this is gonna cost, with any ISP.

Did you not read this!!!!

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#55438 14-Dec-2006 08:26

keithholden: WxC should have said Unlimited up to 20 gigs which as we no is not unlimited.

There's two unlimited in this area and you are getting mixed up here. One is for the speed, other for traffic usage.

IANAL, but Telecom was taken to court because its ads said "unlimited" regarding speed, and people thought it would be the theoretical maximum on the line.

In this case is applied to traffic usage. Other plans have a limit after which you have to pay excess usage. This plan offers no limit in what you can download but the user agrees to have the traffic managed. You should read the contract before signing it.

"Monthly Unlimited" traffic is also a fallacy anyway - there's always a limit in what you can download on a single month, which is a function of speed and number of days in the month (28, 29, 30 or 31). You cannot go over this limit anyway.

You should have noticed by now that so far no one in this thread seems to agree with your "I want to download the entire Internet on a single month" argument...

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