ISPAfrika hardcaps their uncapped accounts

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Zoopy

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We got cut off last night, no warning or anything. Phoned in this morning to be told we got cut off for excessive usage and when we complained we got this gem:

edit - email removed because of the included NDA disclaimer. The gist of it was that they set usage limits on their uncapped accounts, in the form of hardcaps. Our 20mb account was set to 600gb after which it was cut off. The contact person stated that they were unaware of this but asked for our limit to be raised to 1000gb. He also forwarded it a table that had a field titled Usage Limit. This is all on an uncapped account, which according to their website allows you to 'use as much as you want and never get capped again.

This is a 20mb uncapped account. Thoughts?

Hardcapped is never uncapped imo.
 
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They also removed my complaint where I complained about this from their FB wall, thereby effectively censoring me.
 
More than that, it's blatant false advertising. If you reach your monthly threshold then you're simply cut off, please come back next month.

That's not uncapped. Where would I go to report this false advertising?
 
"1000 GB total (unlimited download, unlimited upload)" - lolwut

Don't hate on [redacted] by the way - I had great service from him when I had fibre at my previous address. And he states here that he both didn't know about these limits and that he's passing the message along. Your only recourse is probably to submit cancellation and find another ISP.


Edit: Removed name by request.
 
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Zoopy said:
More than that, it's blatant false advertising. If you reach your monthly threshold then you're simply cut off, please come back next month.

That's not uncapped. Where would I go to report this false advertising?
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Advertising Standard Authority of South Africa?
 
I do understand that, but the fact stands that hardcapped uncapped accounts are false advertising. It's an oxymoron. I was willing to resolve it amicably until they started censorship. Now I want this taken further.

supersunbird said:
Advertising Standard Authority of South Africa?
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Already did, but it seems they're more geared towards ads that are offensive, etc.
 
Zoopy said:
I do understand that, but the fact stands that hardcapped uncapped accounts are false advertising. It's an oxymoron. I was willing to resolve it amicably until they started censorship. Now I want this taken further.



Already did, but it seems they're more geared towards ads that are offensive, etc.
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No, Vodacom and CellC and MTN love taking each other there for factually incorrect (according to them) ads.

If it was throttled after a threshold then thats another story, if hard capped, then it's not uncapped.
 
Zoopy said:
I do understand that, but the fact stands that hardcapped uncapped accounts are false advertising. It's an oxymoron. I was willing to resolve it amicably until they started censorship. Now I want this taken further.



Already did, but it seems they're more geared towards ads that are offensive, etc.
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They do deal with false and misleading advertising, which is clearly what this is.
 
If ISPAfrika is not an ISPA member you can raise the issue with ASASA (http://www.asasa.org.za/) and also at the same time with the NCC (http://www.thenct.org.za/)

For NCC use the attached complaint form and send it to [email protected] (if you do not receive a confirmation/reference within 2 business days follow up).

ASASA is typically full of sh*t and they will use every rule in the book not to accept a complaint. In my case against Afrihost (https://www.naschenweng.info/2016/06/14/afrihost-pay-fine-adsl-network-problems/ and https://www.naschenweng.info/2015/10/15/afrihost-fined-adsl-network-problems/) ASASA refused to assist, but you should be able to use the precedence ruling of ISPA for your ISPAfrika complaint (both with NCC and ASASA).

Make sure that you mention that you are contacting ASASA / NCC as ISPAfrika is not an ISPA member but you would also like to guide ASASA/NCC to the Afrihost ruling for guidance as the findings will be almost identical.
 

Attachments

Hmmm might have to *note* this "hardcapping" their listing ! Its a shame they seem to be getting good feedback here :(
 
To whom this may concern. Please accept our apology, ISPAfrika provides uncapped services and does not cap our customers and we are currently changing our back end systems to ensure this rule 'glitch' does not happen again. ISPAfrika does not mind if you use 600Gb or 6Tb of data, all that we ask is that you please adhere to our FUP which states that P2P and Torrenting be done between 12:00am and 05:00 am. Furthermore please note that your negative comments were removed from the Facebook page not due to censorship but due to the fact that we were already communicating to you via email regards this matter. If we are not delivering on our service or are not communicating the issues to you then please feel free email: [email protected] Once again, our sincere apologies for any inconvenience caused. ISPAfrika Management team
 
ISPAfrika said:
To whom this may concern. Please accept our apology, ISPAfrika provides uncapped services and does not cap our customers and we are currently changing our back end systems to ensure this rule 'glitch' does not happen again. ISPAfrika does not mind if you use 600Gb or 6Tb of data, all that we ask is that you please adhere to our FUP which states that P2P and Torrenting be done between 12:00am and 05:00 am. Furthermore please note that your negative comments were removed from the Facebook page not due to censorship but due to the fact that we were already communicating to you via email regards this matter. If we are not delivering on our service or are not communicating the issues to you then please feel free email: [email protected] Once again, our sincere apologies for any inconvenience caused. ISPAfrika Management team
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Lol. Does anybody buy this crap?
 
ISPAfrika said:
To whom this may concern. Please accept our apology, ISPAfrika provides uncapped services and does not cap our customers and we are currently changing our back end systems to ensure this rule 'glitch' does not happen again. ISPAfrika does not mind if you use 600Gb or 6Tb of data, all that we ask is that you please adhere to our FUP which states that P2P and Torrenting be done between 12:00am and 05:00 am. Furthermore please note that your negative comments were removed from the Facebook page not due to censorship but due to the fact that we were already communicating to you via email regards this matter. If we are not delivering on our service or are not communicating the issues to you then please feel free email: [email protected] Once again, our sincere apologies for any inconvenience caused. ISPAfrika Management team
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Glitch?
 
ISPAfrika said:
Furthermore please note that your negative comments were removed from the Facebook page not due to censorship but due to the fact that we were already communicating to you via email regards this matter.
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So do you remove positive feedback from your facebook page too if you are already communicating with the client via email? :confused:
 
ISPAfrika said:
Furthermore please note that your negative comments were removed from the Facebook page not due to censorship but due to the fact that we were already communicating to you via email regards this matter. If we are not delivering on our service or are not communicating the issues to you then please feel free email: [email protected]
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Hahahahaha this is gold!

We messed up lets hide it...
 
ISPAfrika said:
To whom this may concern. Please accept our apology, ISPAfrika provides uncapped services and does not cap our customers and we are currently changing our back end systems to ensure this rule 'glitch' does not happen again. ISPAfrika does not mind if you use 600Gb or 6Tb of data, all that we ask is that you please adhere to our FUP which states that P2P and Torrenting be done between 12:00am and 05:00 am. Furthermore please note that your negative comments were removed from the Facebook page not due to censorship but due to the fact that we were already communicating to you via email regards this matter. If we are not delivering on our service or are not communicating the issues to you then please feel free email: [email protected] Once again, our sincere apologies for any inconvenience caused. ISPAfrika Management team
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It's a shame that this contradicts your rep's emails entirely. When we queried our account being cut off it certainly did not sound like a 'glitch'. It sounded like intended behavior and we were told in a very condescending manner that 'firstly, as an ISP we need to protect our service from excessive use/abuse as the service is contended". That doesn't sound like you're okay with us moving 6TB a month.

You were quite happy simply bumping us up to 1TB until I pointed out that hardcaps on uncapped are false advertising. Then suddenly the tune changed and it was a configuration issue.
 
Zoopy said:
It's a shame that this contradicts your rep's emails entirely. When we queried our account being cut off it certainly did not sound like a 'glitch'. It sounded like intended behavior and we were told in a very condescending manner that 'firstly, as an ISP we need to protect our service from excessive use/abuse as the service is contended". That doesn't sound like you're okay with us moving 6TB a month.

You were quite happy simply bumping us up to 1TB until I pointed out that hardcaps on uncapped are false advertising. Then suddenly the tune changed and it was a configuration issue.
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Yeah, I found that all strange as well... 600GB. Oh, it should be 1000GB. Oh, no, we meant is should be uncapped.

That's why I rather went with Afrihost for my fibre application, know what I'm getting.
 
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