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

[Joseph Goldman]

It's a fine line though depending on how it was sold to the customer - 
as if you wanted uncontested business grade bandwidth, you'd be paying 
per mbit and being charged for the L2, L3 and markup components in one 
price.

This could be the gateway into the customer in explaining their use case 
calls for uncontested bandwidth - here is the price for that, what they 
were sold is (assuming) not uncontested and if they aren't willing to 
play ball you could let it congest and perhaps slow down in those peak 
times.

But ultimately, if you can't sustain a connection then you can't sustain 
it. Unless they can hold YOU to the contract for whatever reason, then 
give them 30 days notice that the price is going to change to $x, or 
they can cancel if they wish to. This works better if they don't have 
(m)any other profit making services with you.

There is a general understanding for uncontested connections in the IT 
world that it wont be used 100% 24/7 (It's how the TPG/Vocus 400mbits 
would be assumed and I bet if you did 100% utilise them 24/7 you'd 
likely get a call).
It will ebb and flow and the max data rate is mostly for peak and burst 
rates not for full time sustained rates. Sure the customer wouldn't know 
this unless they have a knowledgeable IT department but thats where the 
discussion above comes in.

On 28/09/17 17:01, simon thomason wrote:
> Hi All,
>
> Sitting on the customer side of the fence I would be none to happy if 
> I was told that my unlimited services was not unlimited.
>
> Personally I would ask you to show me which part of the contract you 
> have issue with.
>
> 20M/s unlimited means I can use 20M/s day and night to my hearts 
> content as I have paid for it.
>
> Simon T.
>
>
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