A while back you may recall me talking about my ISP changing their products (or you can read it here) so that everyone gets ADSL as fast as their line can manage, but depending on how much you pay, you change the usage level before they start getting annoyed. This was due to be introduced on the 14th of this month. It got delayed when the developments to their platform had to be rolled back due to problems. This morning I received an email saying they’ve pulled the FUP totally. Instead they’re going to use contention ratios to limit heavy users. This is great, but just as the announcement of FUP kicked up a fuss, this new announcment has had them absolutely flamed. Apparently not because of the idea itself, but because they’ve not announced the new pricing structure, leaving that to next Thursday instead. As ever people hate having half a story, and as some people have already paid extra for the extra bandwidth, they now wonder what on earth they’re paying for.

I’m not really affected too much, I don’t use much bandwidth, doubt I’ll get a much faster connection, and generally, I’m not too fussed. But it seems my ISP is taking great trouble to annoy the heck out of the customer base, and doing a sterling job of presenting a “how not to do PR/Customer relations” course.

Posted by Phil on April 22, 2005 07:59 PM | Categories: Technology | TrackBack