A Be Broadband customer has been asked to find another ISP due to his "excessively high" broadband usage, despite being a subscriber to the company's Unlimited package.
According to the customer in question, he was given just 14 days' warning that he was going to be disconnected from his ISP, after Be deemed that his use of its network during January 2013 was negatively impacting other users in the area.
The man has admitted to using over 1Tb of data during January, which is far higher than the average customer uses, but claims he was not asked to lower his usage before Be informed him he would be disconnected.
According to Be, the Fair Usage Policy that accompanies its Unlimited package warns customers against "excessive use of, or placing unusual burdens on, the network", as such activity is to the detriment of other members of the exchange.
It also notes that, in extreme circumstances, Be may terminate the customer's services, if they do not heed the requests in the initial warning letter.
However, the customer facing disconnection – whose account is connected to the congested Hackney exchange – says that no such warning letter was sent out.
He explained: "I have used a lot of bandwidth the last few months but after seven years of being a loyal customer I would have thought I would at least get a warning or something. I wasn't given a chance to amend my usage. The person was very polite at least and offered to help me find another ISP."
The customer revealed that he now intends to switch to BT's Infinity offering, though this will not reach his area until March 31st.
A statement from Be reiterated that the company's services are unlimited and "genuine consumers" are free to download as much as they wish.
"Our Fair Usage Policy is designed to protect the experience of others and avoid use that is contrary to our terms and conditions and it is therefore handled on an individual basis," the statement read.
The incident may draw attention from the Advertising Standards Authority, however, which has stated that the term "unlimited" can only be used where the subscriber will not incur an additional charge or be suspended from the service as a result of exceeding the usage allowance associated with its Traffic Management of Fair Usage Policy.