smashy
@mckesson.com
|  I got suspended...
Well... I just got suspended. I had the HS 3.0mbit plan
Internet was working last night, till 3am.
I just went to use it again at 6pm and I am suspended...
It all began with this email from May 16th.
From: abuse@telus.com
To: XXXXXXXXXXXX@gmail.com
Date: Fri, 16 May 2008 13:37:54 -0700
Subject: DISCONNECTION WARNING: XXXXXX, XXXXXXXXXXXXXX - XXXXXXXXXXXX@gmail.com - xxxxxxxxxxxxx
Our investigations have determined that you have exceeded the usage limits associated with your high speed plan. This constitutes a violation of the TELUS Internet Services Acceptable Use Policy (at »www.mytelus.com/internet/nv/aup.do) and the TELUS Internet Services Account Agreement (at »www.mytelus.com/internet/policies/TISAA.do), under which you have been provided service.
THIS NOTICE IS TO ADVISE YOU THAT FURTHER ABUSE OF YOUR TELUS INTERNET SERVICES ACCOUNT MAY RESULT IN A SUSPENSION OR TERMINATION OF YOUR ACCOUNT, WITHOUT FURTHER NOTICE TO YOU. TELUS is empowered to take such action if, in our sole determination, you have violated the terms of the TELUS Acceptable Use Policy or the TELUS Internet Services Account Agreement.
You may check your bandwidth usage by visiting: »https://reg1.telus.net/selfcare/SelfCareApp
Bandwidth Usage FAQ: »www.mytelus.com/internet/highspe···efaqs.do
If you are unaware of this type of activity coming from your account, you may wish to inquire with others who may have access to your account and/or change the password to your account to ensure that only authorized users have access to it. IT IS ALSO POSSIBLE THAT YOUR COMPUTER MAY BE INFECTED WITH A VIRUS OR YOUR COMPUTER SYSTEM MAY HAVE SOME OTHER SECURITY PROBLEM SUCH AS AN UNSECURED MAIL OR PROXY SERVER WHICH COULD ACCOUNT FOR THIS ACTIVITY ORIGINATING FROM YOUR SYSTEM.
TELUS now provides TELUS Security services to help protect your computer from Internet viruses, hacking, spyware and other security threats. For more information please visit »www.mytelus.com/internet/security/support.do. Technical support for TELUS Security services can be obtained by visiting »www.freedom.net/support/bug.html or calling 1-877-310-8324.
Should you require any further assistance with virus detection and removal, please contact your computer and/or software vendor.
I had done 200GB of download during that period.
After receiving the warning, i stopped downloading for the most part, only using about 10GB of additional bandwidth for the rest of the month.
I thought I was in the clear
I received an additional email this past weekend, Jun 20th 2008
From: abuse@telus.com
To: XXXXXXXXXXXX@gmail.com
Date: Fri, 20 Jun 2008 09:33:40 -0700
Subject: DISCONNECTION WARNING: XXXX, XXXXXXXX - XXXXXXXXXXXX@gmail.com - XXXXXXXXXX
Our investigations have determined that you have exceeded the usage limits associated with your high speed plan. This constitutes a violation of the TELUS Internet Services Acceptable Use Policy (at »www.mytelus.com/internet/nv/aup.do) and the TELUS Internet Services Account Agreement (at »www.mytelus.com/internet/policies/TISAA.do), under which you have been provided service.
THIS NOTICE IS TO ADVISE YOU THAT FURTHER ABUSE OF YOUR TELUS INTERNET SERVICES ACCOUNT MAY RESULT IN A SUSPENSION OR TERMINATION OF YOUR ACCOUNT, WITHOUT FURTHER NOTICE TO YOU. TELUS is empowered to take such action if, in our sole determination, you have violated the terms of the TELUS Acceptable Use Policy or the TELUS Internet Services Account Agreement.
You may check your bandwidth usage by visiting: »https://reg1.telus.net/selfcare/SelfCareApp
Bandwidth Usage FAQ: »www.mytelus.com/internet/highspe···efaqs.do
If you are unaware of this type of activity coming from your account, you may wish to inquire with others who may have access to your account and/or change the password to your account to ensure that only authorized users have access to it. IT IS ALSO POSSIBLE THAT YOUR COMPUTER MAY BE INFECTED WITH A VIRUS OR YOUR COMPUTER SYSTEM MAY HAVE SOME OTHER SECURITY PROBLEM SUCH AS AN UNSECURED MAIL OR PROXY SERVER WHICH COULD ACCOUNT FOR THIS ACTIVITY ORIGINATING FROM YOUR SYSTEM.
TELUS now provides TELUS Security services to help protect your computer from Internet viruses, hacking, spyware and other security threats. For more information please visit »www.mytelus.com/internet/security/support.do. Technical support for TELUS Security services can be obtained by visiting »www.freedom.net/support/bug.html or calling 1-877-310-8324.
Should you require any further assistance with virus detection and removal, please contact your computer and/or software vendor.
Sincerely, XXX
Internet Abuse Team Member
Consumer Customer Operations
TELUS Communications
Email: abuse@telus.com
»www.telus.com/internetabuse - Internet Abuse FAQ
»www.mytelus.com/internet/policies/TISAA.do - TELUS Internet Services Account Agreement
»www.mytelus.com/internet/policies/display.do - Acceptable Use Policy
*Please include the original email in any replies.
This time i was confused...
On-line account usage on telus site shows:
14.06777GB usage for "Usage from Jun 2, 2008 to Jul 1, 2008"
I didn't want to get disconnected, I had stopped the infringing act of downloading so much...so i sent them an email asking why...
Hello Abuse Team.
This is the second email I received in two consecutive months.
Since the first warning, i have cut my account usage significantly.
My Current Usage information
Usage from Jun 2, 2008 to Jul 1, 2008
Your usage was 18% of your plan limit
Now you have sent me this email below for an unknown reason...
which then i got a prompt reply.
From: abuse@telus.com Abuse Teluscom
To: XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX
Date: Fri, 20 Jun 2008 14:47:10 -0700
Subject: RE: DISCONNECTION WARNING: XXXXXXXXXXXXXXXXXXXX
This warning was based on the previous months usage. AS long as you stay within your plan limit form now on you will be fine.
Sincerely,
Dale
Internet Abuse Team
National Internet Services Support
TELUS Communications
»www.telus.com/aup
Email: abuse@telus.com
*Please include the original email in any replies.
so then the question is... WTF DID I GET DISCONNECTED when I did as they said, just 2 days after chatting with abuse team that it was all good if i stayed below limits.
I told the CSR i wanted to speak with the abuse team, which i was then told that abuse department is gone home... callback at 9am.
I was really pissed off... I wanted the cancellations department... not as a threat, i was going to really cancel.
So then the CSR tells me I would also need to call back in the morning for the cancellations department as they too are closed.
I was about ready to throw my mobile phone across the room, and just decided to hang up.
I have sent the abuse team an email, which I will check what they reply when I get to work in the morning.
Once i sort out what happened and get reconnected... I am going to cancel with telus. |
|
DSGCLOUTIER
Premium
join:2008-04-27
Calgary, AB | This is wierd!!!! I thought you could pay extra for extra bandwidth usage. |
|
zod5000
join:2003-10-21
Edmonton, AB
 ·TekSavvy Solutions..
| What their posted overage fee? A buck a gig? limits 60 gigs, so they'd of billed him $140 bux. I can imagine how badly that'd go down with clients, they haven't made people pay that yet.. they're probably thinking suspension are easier to deal with. |
|
teeheehee
@batlabs.com
| reply to smashy
Yay... please cancel! Do us all a favor and take your abuse to another provider. 
Hmmm, another 10GB on top of the 200GB that they warned you was already way in excess of your 60GB limit... and you wonder why they pulled the plug.
Had you perhaps only used 1GB for the rest of that month, you'd probably be fine. |
|
wyle
join:2007-12-12
Canada
| Oh I think I get it - I don't think they were talking about the june usage but rather the april-may and then may-june - those were probably 2 big usage months - rather than the suspending for "18"% usage, because that doesn't make sense.
just a different angle... |
|
DarkGaiaChaos
@telus.net
| reply to zod5000
Re: I got suspended...
said by zod5000  :What their posted overage fee? A buck a gig? limits 60 gigs, so they'd of billed him $140 bux. I can imagine how badly that'd go down with clients, they haven't made people pay that yet.. they're probably thinking suspension are easier to deal with. There is a little bit more to it than that. TELUS abuse team will NOT hesitate to suspend the user if he/she is under a long contract. This is simple economics.
If a client is not under a contract or is about to have their contract expired, then it would so flat-out stupid to suspend the user. I mean, that kind of business practice is nowhere near the professional level --- in other words, corps here are operated by idiots who think like kids. |
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telususer07
@telus.net
| reply to smashy
I got that letter a couple of months ago so I reduced my downloads. Same thing as you a couple of weeks later I think I'm in the clear and they cut me off without warning but instead of getting a second email like you got they gave me a call and left a message to call them back. I called them back and just gave me a verbal warning to not to try to go over and then reconnected me. Really Telus would be better off it was run by monkeys.
They still haven't fixed my speed issues during evening hours either as seen in the other thread. They said they'd call back but almost 2 weeks later not a peep. |
|
smashy
join:2008-06-24
edit:
June 24th, @09:43AM
| reply to smashy
said by wyle :Oh I think I get it - I don't think they were talking about the june usage but rather the april-may and then may-june - those were probably 2 big usage months - rather than the suspending for "18"% usage, because that doesn't make sense. just a different angle... Possibly... but regardless, after being told i am all good if I continue the low usage, i get suspended 2 days after.
said by DarkGaiaChaos :
If a client is not under a contract or is about to have their contract expired, then it would so flat-out stupid to suspend the user.
Ya, I am not under a contract.... never have been.
I also have dry dsl, so not attachments holding me back.
Also its only a few days till end of this billing period anyways
said by teeheehee :Yay... please cancel! Do us all a favor and take your abuse to another provider. [...] Had you perhaps only used 1GB for the rest of that month, you'd probably be fine. 1GB for 17 days? might aswell have disconnected me then... If that was the case, they should have said "turn off your network connection for the rest of the month, so you wont get suspended next month..." 
Telus doesnt offer anything that satisfy my needs, if they did I would pay it... or if I would be allowed to purchase several dry lines in one house... but nope.
so I was planning to cancel anyways
My beef isnt neccesarily I got suspended... its that after being told I am in the clear, I was still suspended.
I knew i should have canceled after that first email... now I am without internet at home for 1+ days
I will probably switch to teksavvy and pay the additional $20 to get my 200GB of additional bandwidth. |
|
Lakebottom
Future Fishermen are Friendly
join:2006-10-28
Sylvan Lake, AB
 ·Shaw
·TELUS
|  What exactly are you downloading, that you need so much bandwidth? Pirated movies? Pirated music? Pirated software?
Is this illegal activity and your complaining that Telus won't participate with you? Sorry I am having a hard time extending sympathy if I don't understand the nessecity.
--
Alberta Lakes belong to all Albertans not just the developers! |
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st7860
join:2004-05-13
San Francisco, CA | reply to smashy
if you had either telus TV combined with any telus adsl package or the telus 6.0 package by itself, you wouldn't have this problem with a limit. |
|
smashy
join:2008-06-24
edit:
June 24th, @11:01AM
| reply to Lakebottom
said by st7860 :if you had either telus TV combined with any telus adsl package or the telus 6.0 package by itself, you wouldn't have this problem with a limit. I have been trying for a year, I call several times a month for both services, not available in my area.
said by Lakebottom :What exactly are you downloading, that you need so much bandwidth? Pirated movies? Pirated music? Pirated software? Is this illegal activity and your complaining that Telus won't participate with you? Sorry I am having a hard time extending sympathy if I don't understand the nessecity. I was waiting for someone to post something like this.
It is irrelevant what I had been downloading, i breached the limit... I am not making excuses or complaining that i got busted for over usage.
Telus does not know what I have been downloading... 95% of my bandwidth usage (not counting web page browsing and streaming video) is from a single point using 256-bit ssl |
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zod5000
join:2003-10-21
Edmonton, AB | reply to smashy
Can you get teksavvy in your area? They have a 200gb cap, and you can prepay 100 gig blocks for 10 bux a month. Its an alternative if you're a heavy user. |
|
smashy
join:2008-06-24
| said by zod5000 :Can you get teksavvy in your area? They have a 200gb cap, and you can prepay 100 gig blocks for 10 bux a month. Its an alternative if you're a heavy user. Thats what I am planning to do going with Teksavvy, purchasing the additional bandwidth aswell |
|
erik124
@uniserve.ca
| reply to smashy
TekSavvy probably makes much more sense for you. Just pay them for the bandwidth you need, and it will probably still cost less than Telus.
I'm not sure exactly what problem Telus has with the "pay for use" approach, but it's probably just corporate lethargy. I guess it's easier for them to discard heavy users until it reaches some threshhold and somebody in the marketing strategy department finally realizes that big users could be big customers.
I doubt it will ever happen given the costs and delays of exercising our legal system, but it would be interesting to see someone challenge Telus in civil court over the policy of suspending a customer while still forcing them to pay on contract. Seems to me that Telus should have the choice to terminate the contract for breach of terms, but not to unilaterally suspend their service. |
|
smashy
join:2008-06-24
edit:
June 24th, @01:50PM
| reply to smashy
Well I just got off the phone with abuse team.
My connection is restored.
They said it was just a warning.
when asked why i got suspended, they said they like to speak to offenders verbally, even though I was told it was cool over email.
Their way of informing people they want speak verbally? SUSPENDING THE USER.
They could have told me that I needed to call-in when they responded to my emails, instead they suspend me and wait for me to call in investigating.
fckin douchebags
Once i get back home and confirm my connection is working, switching to teksavvy |
|
zod5000
join:2003-10-21
Edmonton, AB
·TekSavvy Solutions..
| reply to smashy
yah when you think about it.. everyones house is already wired for dsl.. so telus pays that cost whether you have dsl or not.
so to determine if they're losing money.. they'd want to see how much bandwidth your consuming and how much you call in to tech support.
so if bandwidth is 10 cents/gig (generous estimation), the break even point would be close to your monthly fee. 35 bux a month, would be what, 350 gigs? knock a few bux off for admin fees. 300 gigs would be the point where you're losing money on a client. do what teksavvy does and charge for over 200gb's at reasonable costs and you can make money off those users. |
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Rellik8
@telus.net | reply to smashy
Got suspended yesterday as well. On the 3.0 plan. Basically exactly the same as smashy. |
|
psydfx
join:2002-12-20
Canada
| reply to zod5000
said by zod5000 :yah when you think about it.. everyones house is already wired for dsl.. so telus pays that cost whether you have dsl or not. That's not true. If you don't have DSL then you're not wired to a port. No point in wasting ports on people without DSL.
--
the opinions expressed herein are my own and do not represent my employer in any way |
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TELUS
join:2004-02-16
TELUS | reply to smashy
Neat.
You work at McKesson?
ROCK IT. |
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