BT Response

gistfile1.txt

Discussion Thread
 Response (Paul S)	17/01/2012 12:11 PM
Hi,

Thanks for getting in touch, i will get straight to the point and say the chat you had below is nothing short of shocking and sorry that you had to do that. I will be feeding all that back to the manager of the advisor you talked with because the majority of it is wrong and i would like to clarify.

In regards the Fup on Fibre, if you take option 2 which is the highest there is no usage limit which you can see here http://goo.gl/l6H2J In the past it was 100 then 300 but after that it was changed to unlimited. the advisor you talked with clearly didn't update their knowledge and sorry that happened. 

The same link above will give you all the info you need on Traffic Management, in short the management is on P2P and this is the only thing that is managed at peak times. That of course does not mean that at peak times the connection may vary on speed which happens on all broadband connections but that won't relate to traffic management, in fact the management is there to allow faster speeds at peak times as P2P can be very bandwidth intensive so that's why its the only area that has management.

The charge mentioned on the chat would happen if you went over a lower allowance for Option 1 for example but if you are on Option 2 on Infinity then you will be fine because it is Unlimited and there are no hidden terms which we have been asked about before and that is a fair question i think. I am really saying if you go for Option 2 on Infinity you can use it all you want without the fear of extra charges.

I hope i have clarified the issue for you and let me say again that i am sorry about that chat, I'm not really sure what to say about it except sorry it happened and please come to us on Twitter in the future if you need anything and I'll be happy to get back to you again.

Paul
BTCare
 
 Customer By Web Form (Rob Elkin)	17/01/2012 10:51 AM
Twitter Username: robelkin
Phone number your broadband is active on: N/A
What do you need to email us about: Other
Details of your query: I contacted your online chat support, but received a less that satisfactory answer. I am interested in moving to BT broadband, and after this chat conversation I contacted the number provided by the agent, and was informed that there is no FUP cap on data downloaded. Interested to hear your thoughts. I have included the chat transcript below, and at this link: https://gist.github.com/1622942

Rahul: Hello. I'm Rahul. Thanks for that information, I'll check it and get back to you in a moment.
Rahul: Hello Rob
Rob Elkin: Hi Rahul
Rahul: Good evening
Rob Elkin: I had a couple of questions
Rahul: Sure.
Rob Elkin: First, I understand you traffic shape p2p traffic in the evenings on your infinity product, do you traffic shape anything else?
Rahul: I am sorry but I need to transfer the chat to the technical team.
Rahul has disconnected.
John Michael : Hello. I'm John Michael . Thanks for that information, I'll check it and get back to you in a moment.
John Michael : Its a fibre optic connection from the exchange 
John Michael : it gives you much faster speed than the normal broadband connection
Rob Elkin: yep, aware of that, currently have it installed with another provider
John Michael : Ok
Rob Elkin: interested in knowing if you shape anything apart from p2p?
John Michael : How much do you pay fopr the service 
Rob Elkin: my current provider?
John Michael : yes
Rob Elkin: that shouldn't matter, I thought this was a technical team?
Rob Elkin: im interested in moving to bt, but need some technical questions answered first
John Michael : Like 
Rob Elkin: do you shape any other traffic apart from p2p?
Rob Elkin: do you block any ports
John Michael : no ports are blocked 
Rob Elkin: is there a FUP on your unlimited product, and if so what is it?
John Michael : And for up-load speed its 10gigs 
John Michael : And yes there is fup for unlimited broadband 
John Michael : its beyond 100 gigs
John Michael : You get warning 
Rob Elkin: so is it 100 Gb? I've heard 300 Gb
John Michael : No iam afraid you have 2 options 
John Michael : option 1 is for 40 gigs and option 2 is 100 gigs 
John Michael : Are you there ?
Rob Elkin: but this page here: http://bt.custhelp.com/app/answers/detail/a_id/10495/kw/fup/c/346,402,424 doesn't give any indication of that limit?
Rob Elkin: and this is quoted : "Options with unlimited usage, like BT Total Broadband Option 3, allow you to upload and download as much as you want without worrying about whether you'll be charged for additional usage." on this page: http://bt.custhelp.com/app/answers/detail/a_id/32959
John Michael : It says unlimited but its actually capped to 100 gigs 
Rob Elkin: so why are these limits not indicated anywhere? what happens if I go over the 100 Gb?
John Michael : its business rule 
John Michael : any provider you go they will say unlimited but won't say its capped to certain gigs 
John Michael : To be very frank its actually 100 gigs for any provider as in unlimited broadband option
Rob Elkin: well it is disingenuous to advertise one thing and do another
John Michael : As i said business rule 
Rob Elkin: but that still doesn't tell me, what happens if I go over 100 Gb?
John Michael : For every gig above the limit you get charged for 5 pounds
Rob Elkin: £5 for every Gb? That doesn't match up to the information on this page (supplied before) : http://bt.custhelp.com/app/answers/detail/a_id/10495/kw/fup/c/346,402,424
John Michael : Can you please confirm your billing account number 
Rob Elkin: I don't have a billing account number, as I said I'm potentially interested in moving suppliers to BT, and therefore have no broadband relationship with BT
John Michael : Can you please confirm your house name /number and postcode 
Rob Elkin: You shouldn't need that information to be able to tell me why there is a difference, what do you need that for?
John Michael : you have bt landline connection with us 
Rob Elkin: yes
John Michael : I would suggest to call our cots team and they will give you the information more precisely 
John Michael : its 0800800150
Rob Elkin: what is cots?
John Michael : customer option team ...it gives information about bt products
Rob Elkin: ok, will do
John Michael : Thank you for contacting bt ......................................bye