Tiscali Letter

Dear Tiscali Customer.



In answer to your queries regarding the email and letter sent regarding our
terms and conditions.



Whilst we offer an always on internet connection if your usage causes
degradation to the service we have an over riding responsibility to all our
customers to preserve our network integrity. Within our terms and conditions
provided to all customers when signing up and online we have clause 5.9;



5.9 You acknowledge that Broadband Services are provided to other users and
we owe a duty to these users as a whole to preserve our network integrity
and avoid network degradation. If, in our reasonable opinion, we believe
that your use of the Broadband Services has or may adversely affect such
network integrity or may cause network degradation we may change your chosen
access rate or manage your Broadband Services as we see fit in the
circumstances.





Tiscali first and foremost will not be limiting the speed of the service to
any of it's users due to excessive use /high downloading.

We are only managing bandwidth at peak times between 6pm and midnight. It
only applies to extraordinarily heavy users - to put this into context, the
average broadband customer uses 1.85Gb a month, we are only flagging
customers who are downloading between 50 and 150Gb+ a month, which even at
the lower end is equivalent to high volume downloading 10 hours a day 7 days
a week.

We promote our broadband service as 'always on', which it will be even for
these very high users. Tiscali is doing this because we don't want to
establish a cap for all users - other ISPs are capping at between 1-2Gb per
month and a good guide for fair usage is 15Gb per month, which is fast
becoming the industry standard (ref Wanadoo and BT).



In addition, we are not able to migrate customers to another ISP at this
stage, this is because the majoroty of our customers are on DataStream and
BT have not established a DataStream to IPStream migration process. We will
ensure the swiftest possible cancellation for customers choosing to leave
Tiscali.



If you do wish to proceed with the cancellation of your service due to the
above imposed restrictions, please inform us by reply to this address and we
will arrange cancellation with no further penalty in service charges or
fees.

If you would like to view the the full terms and conditions please visit;



http://www.tiscali.co.uk/products/broadband



The link to our terms and conditions is located in the left hand navigation
menu;



Kind Regards



Tiscali Broadband