[AusNOG] Business customer smashing their "unlimited" MBE 20/20Mbps internet service

[Mark Prior]

A 20Mbps service is a 20Mbps service. If they are running it at the
limit all the time then perhaps have a discussion with them to check
that they haven't got a run away process doing that and if not then it's
an opportunity to upsell them into something with some extra headroom.

Mark.

On 28/9/17 12:50, James Cunningham wrote:
> Hello Ausnog,
> 
> We have a customer who we are providing a 20Mbps AAPT Wholesale, MBE
> e-line service for, and we have given them the service with Unlimited
> Internet data - but subject to fair use.
> 
> The customer is smashing the service, 100% of the time, running it at at
> the full 19-20Mbps, 24/7, every single day, including weekends. This is
> resulting in 5-6TB of internet data that they are transferring through
> us, and our IP transit upstream, which is obviously costing us a fair
> chunk in IP transit costs.
> 
> We haven't said anything to the customer, but I'm curious to see what
> other people would consider "fair use" of an business grade, unlimited
> Internet service.
> 
> We already peer with Megaport and IX-Australia so we try to minimise our
> IP transit costs as much as possible, but this traffic is going directly
> Telstra, and we are loosing out on this particular customer. Do we just
> suck it up, or would you increase the customers monthly fee, throttle
> them, etc?
> 
> Thoughts here would be appreciated.
> 
> Thanks
> 
> James
> 
> 
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