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

[Mark Currie]

I would be approaching the customer in a non-threatening manor via a technical channel saying that we notice your link is running at 100% 24/7, is it possible you have a misbehaving device, and start the communication that way?

Mark Currie



From: AusNOG [mailto:ausnog-bounces at lists.ausnog.net] On Behalf Of James Cunningham
Sent: Thursday, 28 September 2017 1:21 PM
To: ausnog at lists.ausnog.net
Subject: [AusNOG] Business customer smashing their "unlimited" MBE 20/20Mbps internet service

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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