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| Satellite Fair Share Policy |
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We manage the integrity of our network to make sure that a high quality service is provided at all times to all our customers on a fair and equitable basis.
We regularly monitor performance and usage because we've found that about 3 per cent of our Satellite customers regularly use up to 30 per cent of the bandwidth available. This slows down the service for all other users of the network. As a result we've introduced a 'Fair Share Policy' to help level the playing field.
The Fair Share Policy is based on an historical view of customer usage calculated over a rolling four-week period. This customer usage is then compared to a 'traffic quota' - the level of data that can be sent and received as per the Acceptable Usage Policy, based on the average use of the network over a given period of time.
Customers found to be over this quota may experience slower speeds during peak hours. Speed reductions will be progressive, i.e. the more bandwidth used above the quota, the slower the speed experienced. This allows other users a fair share of the available bandwidth.
Under the Fair Share Policy, we apply flexible and dynamic 'controls' to your network, based on almost real-time analysis of network usage and capacity.
The restrictions imposed will only affect you if you're identified as a heavy user during peak-times, as determined by the utilisation of the network. During off-peak hours, restrictions don't apply.
Similarly, if you exceed the quota, and then modify your network usage and reduce your consumption to below the levels, you'll go back to receiving normal speeds.
The quota levels that are dynamically calculated are significantly higher than most customers usually need. We'll continue to review network usage levels, and will manage the Policy to make sure that a high quality of service is available to all.
As a result of this policy the majority of our satellite customers will benefit from faster speeds and an improved service.
FAQs
1. How do you manage the network?
Using unique software, we monitor and analyse, in almost real-time, network usage and capacity. Heavy users may find their connection speed is slower during times of high network activity as we manage traffic prioritisation. This 'makes room' for the majority of users who have not consumed as much bandwidth, which means there is 'Fair Share' of bandwidth across the customer base.
2. How much bandwidth can I use before I become a heavy user?
This is a difficult question to answer because of the way we operate the Fair Share Policy. There is no set limit on your consumption and you can use as much bandwidth as you want. However, depending on overall network usage during peak times, you're more likely to be classed as a heavy user if you're using 'bandwidth hungry' applications such as Virtual Private Networks (VPNs), online gaming, any remote control applications, videoconferencing or voice over IP, or peer-to-peer file transfer.
3. How slow will my service speeds be if I am identified as a heavy user and my service speeds are restricted?
The speed restrictions are applied dynamically and will be reduced to a level that maintains the quality of service across the entire network. The further over the quota you are, the slower your speed will be.
4. I want to move my account as my service isn't what I signed up for. Can I terminate my contract immediately?
We believe that the majority of our customers will be able to benefit from an improved quality of service as a result of this policy; therefore you shouldn't have any contractual issues.
If you believe your service has been affected detrimentally we'll investigate your concerns on a one-to-one basis.
5. How can I modify my usage to make sure I'm in line with the stipulated bandwidth levels?
Some applications don't lend themselves to broadband satellite services due to the amount of bandwidth they require. Typically these include peer-to-peer, hosting of large sites and constant uploading/downloading of large files.
Also, if you've multiple PCs connected to the 500/1 service or more than four PCs connected to the 500/4 service please reduce the number of connections to the stipulated levels.
6. Why doesn't BT Business simply invest more in the network so that every business can use it in the way it wants?
We'll continue to invest in our network as the service develops. However, by making sure that our network is resourced fairly, providing adequate bandwidth for the majority of our customers, we can make sure that the service is priced at an economical level.
7. What number do I call for more help?
Please call the BT Business Satellite team on 0845 601 5919.
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