Telstra's broadband backflip

Telstra has backtracked on its intentions to introduce three-gigabyte 'capping' and 'additional usage' options for broadband Internet users, but refuses to say whether it's canned the idea completely.

Scheduled to kick in on 1 October, the capping option would have seen the telco heavyweight suspend Internet access for broadband customers who downloaded in excess of three gigabytes a month, with those who exceeded the limit charged an additional usage fee for each extra megabyte.

The 3Gb limit remains set in stone, as Telstra's about-turn simply leaves users to manage their download capacity to fit within that allowance. The penalties for excessive downloading, however, are now unclear.

"Telstra reserves the right to take action it deems appropriate for those customers who exceed their allowance," the telco behemoth says in the 'frequently asked questions' section of its Web site where it outlines its updated Acceptable User Policy (AUP).

"Members on the Freedom Plans must continue to manage their usage according to the current 3GB allowance. Failure to do so may result in Telstra taking action under clause 5.4 of the Acceptable Use Policy."

Telstra said it has been deterred in its actions - widely regarded in the broadband community as being unreasonable - by the extent of customer feedback on the subject. However, it refused to admit it has bowed to customer anger.

"We've had a lot of feedback and we're still assessing that to see where we go in the future," Telstra representative Stuart Gray told ZDNet Australia.

However, Dan Warne of broadband community Web site whirlpool.net.au sees Telstra's move as a clear-cut backdown to customer dissatisfaction of a -draconian measure".

-It is clear that the volume of customer anger has been noticed by Telstra, and with a pending class action by broadband Internet customers Telstra is back-flipping on a range of issues," Warne said.

Other broadband users are angry at Telstra's latest exploit.

-The protest continues...the latest move by Telstra to change the AUP again has only frustrated users further," said broadband customer Blair Ryan, pointing to Telstra's usage meter that is perceived by many in the broadband community as being inaccurate and unreliable.

-The latest AUP change makes it the users full responsibility to remain under an unreasonable limit but gives the user no reliable tools with which they can measure their usage...it's like asking someone to juggle and then putting a blindfold on them," Ryan said.

Telstra has given broadband customers another opportunity to cancel their contracts without incurring a financial penalty and remains tight-lipped about how long it will be before it's assessed customer feedback sufficiently to make a permanent decision on the controversial issue.

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Talkback 4 comments

  1. Confused? You betcha. What will happen next month? Anyone caught downloading more than 3 gig who has not committed thier first born will be barred for life including thier first born? At least I can understand that policy. Anonymous -- 03/09/01

    Confused? You betcha. What will happen next month? Anyone caught downloading more than 3 gig who has not committed thier first born will be barred for life including thier first born? At least I can understand that policy.

  2. Does this make sense to anyone? So you can download more than 3gig, but Telstra will charge you for it, and if you do go over the limit, they may send you to a secure hidden facility in the simpson desert for a period of time as specified in th Damon Wynne -- 03/09/01

    Does this make sense to anyone?

    So you can download more than 3gig, but Telstra will charge you for it, and if you do go over the limit, they may send you to a secure hidden facility in the simpson desert for a period of time as specified in the AUP. Whether or not you get sent to the faciltiy depends on what the Telstra Magic Cube (tm) says to the account operator.

    Does Telstra even know what they are doing anymore? I certainly don't. What about people who opted to cancel their contract, and know that Telstra have changed their minds, want to rejoin? Will they get a free install again? (there won't be anyone that stupid, just thinking out loud)...

  3. I am getting fed up with Telstra, the email had another outage today (3/8/01), and the service keeps going down, and if your lucky to connect you can expect some major delays ( I have trouble with the service about 3 to 4 times a week). Is this the way of Anonymous -- 03/09/01

    I am getting fed up with Telstra, the email had another outage today (3/8/01), and the service keeps going down, and if your lucky to connect you can expect some major delays ( I have trouble with the service about 3 to 4 times a week). Is this the way of Telstra improving its service by capping to a 3GB limit, in order avoid these kind of delays, it looks like Telstra can’t cope with the current volume of members it has. It would rather limit more access to the members instead of spending the money to maintain its large amount of users.

    It decides to scrap the 3GB plan but tells members to stick to the 3GB limit; also the Usage Meter they use is terrible, it’s never up to date and you can be waiting for days until you know what amount you have done

    I would leave Bigpond and join Optus if I had the choice; however I am stuck with Bigpond. To be fair the service was very good once it was out, however over time as the amount of users increased the service decreased. There a many unhappy customers who use Bigpond and can’t do anything about it.

  4. Be thankfull you're not a business customer. We have only a 500mb limit, I have stats from my Norton Firewall that do not agree with my Telstra bill. Of course they hide behind disclaimers & there is not a thing I can do about it, with any luck t Leigh Smith -- 03/09/01

    Be thankfull you're not a business customer.
    We have only a 500mb limit, I have stats from my Norton Firewall that do not agree with my Telstra bill. Of course they hide behind disclaimers & there is not a thing I can do about it, with any luck there will be more broadband competition by the time my contract is up.
    We are a small family business, not a corporation. Luckily for Telstra, cost comes second only to time (ie speed).
    The extra cost for business is justified by supposed priority service. We are yet to experience this, in fact on several occasions I have had to resort to phoning support because I do not receive any reply to my email enquiry.

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