AW
Angus W

1 reviews | Active since Oct 2015

06 Oct 2015, 11:11

Uncapped ADSL is not uncapped

<br> I contacted MWeb connectionst this morning to complain about slow connections.<br> I was advised that my uncapped 4mb ADSL connection has been throttled and unless I upgraded to premium, I would remain throttled for as long as I have an account with them as my limit, which must have been somewhere in the fine print carefully hidden, is 110Gb per month.<br> <br> I was told that I have used 145 Gb in the past 30 days.<br> <br> What I find incomprehensible is uncapped is uncapped. If something has happened which causes us to exceed your hidden limit, then I would expect that within a period, the throttle would be removed once we have taken steps to rectify the problem, be it virus, uncontrolled download, uncontrolled updates or any other issue of which there are a plethora of possibilities.<br> If I have used 35Gb so far this month, your limit would indicate I have in the region of 75Gb remaining before this happens again, therefore you are cheating me.<br> <br> I expect my 4mb service to be restored forthwith.<br> <br>

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Replies (1)
Mweb
Mweb's reply07 Oct 2015, 10:07
Official
Hello anguswalsh,

Thank you for bringing this to our attention. We would like to apologise sincerely for your frustration.

As per your discussion with our Customer service consultant; he has explained the product in detail on how the speed limiting works; we now see this matter as addressed.

Any further investigations will be done internally regarding the previous consultant.

Kind regards
MWEB Client Services

Best regards,