Bandwidth usage and penalties

[ducky22]

basically its a tenner a month more for a 8 hour response / fixit time simon   

(got a next morning appointment for a bt guy which is almost unheard of  ... shame the connections started working of its own accord really, im just praying that bt or idnet have done something remotely without telling me rather than me just be a moron )

Its called 'enhanced care' - it is very useful as it bumps you to the front of the broadband faults queue. In fact, you actually go to a completely different 'team' who diagnose the problem and arrange engineer visits etc. I've seen an enhanced care fault fixed within 2 hours.

What you must remember is that it is an 8 hour RESPONSE time. So as long as they come back and say sorry can't find anything or "we're looking further" then they're within contract. Generally they do treat it quite seriously and things are escalated appropriately.

One ISP in the UK used to charge £60 extra per month for this and if you had it on a fixed 2mbit product and upgraded to maxdsl via their website - you were charged for 'enhanced care' but it wasn't applied to your account. It required 2 seperate orders and the website only put through the first which was the speed regrade.

*cough* bee tea bizniss broadband *cough*

[Rik]

Can I offer you some linctus for that nasty cough? 

[ducky22]

Can I offer you some linctus for that nasty cough? 

haha. :-D.

I do correct myself tho, they still DO charge a huge amount extra for it. £100 per month excluding VAT compared with £65 per month excluding VAT for their normal 8mbit/823kbit package. Less than it used to be anyway.

[Rik]

I know who I'd rather pay my money to.

[Simon]

[casual_moron]

What you must remember is that it is an 8 hour RESPONSE time. So as long as they come back and say sorry can't find anything or "we're looking further" then they're within contract

its what i expected it to be, and although im sure in the actuall sla your probbably right (it'd be nuts else)  the bulletpoint off there webpage says

SLA guaranteeing a response and fix within 8 hours or refund given