- Detection: We have tested a number of devices and applications and we feel like anything over a 1GB/hour throughput is indicative of illegitimate usage, such as tethering. This level of usage isn’t always illegitimate, but it’s definitely indicative of it.
- Warning: When we see someone using that much data and after we’ve investigated it , we contact the member via email where we suspect that this usage was illegitimate. The member is advised that if their usage is illegitimate, they will receive a data bar, but at this stage this is just a notification.
- Suspension: If the member continues their suspected-illegitimate usage, we will suspend their data services. The member is then able to contact an agent to re-activate their data services. They will be reminded of our terms and conditions, and upon confirming that they will not use the service for illegitimate purposes, their service will be resumed. If illegitimate usage continues, data access will be permanently suspended.
- Appeal: If a member feels that their usage was legitimate and that the conclusions of our investigations were incorrect, they are invited to follow the usual appeals procedure. We will then conduct a further review into the case. We do realise that mistakes can be made and want to assure you all that we take every appeal very seriously and conduct a full review.
We’ve also heard your feedback and we’re reviewing our internal training and external communications surrounding our data terms and conditions. We hope to have this rolled out by the end of the week.
We have posted the FAQ today, as promised. It is missing a few example images which I will add on Monday, but content wise it gives a much more indpeth look at the processes we have around certain situations.
Can find it here.
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