This week in the Broadband Reports Hot Topic: companies fail to learn that consumers want clarity in their terms of service, Cogeco customers find their upload speeds leashed for no apparent reason, and broadband users respond to the idea of broadband film on demand.
The news was filled this week with companies who have a difficult time being open with their limits. EMusic, who promises unlimited downloads for a flat monthly rate, has begun booting customers for downloading too much. Despite having no hard limit mentioned anywhere on the website or user agreement, dozens of customers were kicked off of the service for what the company dubbed a violation of the "spirit of the service".
In a similar lack of clarity, nowhere on either the Cox website or in the acceptable use policy does it indicate that the cable broadband provider has a daily cap. Yet users of the service who have been tagged as bandwidth gluttons have begun receiving letters that set such a cap at 2GB per day and/or 30GB of downloads per month. Customers simply aren't comfortable with vague restrictions, and the wording of acceptable use policies. Pulling drivers over for speeding on a highway without speed limit signs would prompt a similar response.
Speaking of vagueness, Cogeco customers are witnessing speed reductions and aren't sure if it's a technical problem or a new bandwidth policy. We've received several e-mails from customers who claim that their service has suddenly been leashed to the tune of dial up speed for any upload traffic. According to one individual, he and several other subscribers have witnessed a reduction in their sustained upload speeds from 44 k/sec to a whopping 4k/sec. Some individuals in our Cogeco forum have seen the issue resolved, while many continue to have problems.
Movielink finally launched this week, and most customers were split about the endeavor's chances for success. Not only does the company have to deal with the rising tide of film piracy, but the entrenched popularity of pay-per-view and brick and mortar rental stores significantly trims an already slim broadband target market.
An early alpha version of Doom3, one of the most anticipated games of next year, was leaked to the public and is causing quite a bit of foaming at the mouth among gamers eager to take a peek. Apparently an insider at a graphics card company, who had been given the alpha for testing purposes, managed to leak it to peer to peer networks.
Last week an ex-Charter employee gave a glimpse into that company's technical support. This week an ex-BellSouth employee gives insight into the mechanics of the telcos tech support system.
Last week's thread about multi-level marketing company Vizion one continues, as one poster notes that the company has received a cease and desist order from the Department of Commerce and Consumer Affairs in Hawaii.
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