Dear Sir or Madam,

I am writing to you because I am highly dissatisfied with the unfair practices of your company’s advertising for the 3webXS: High Speed ‘Platinum’ (Cable) package (»https://highspeed.3web.com/english/HighS···est.html) in Vancouver; your website clearly states that “there is no download limit” on the aforementioned page; your automated telephone line states that you provide “premium unlimited Internet access,” and so does all your other advertising.

First, I contacted a service representative via e-mail who clearly stated that “there is no download/upload limit”; I have then contacted a customer service representative named “Monty” and asked him whether there truly was no download limit; he said that the limit was 100 GB per month. Still, I contacted a technical support representative named “Dan” who stated that the limit was 50 GB per month after explaining to me that that number is absolutely arbitrary and meaningless and contradictory with Monty’s estimate, because, in effect 3webXS has no stated policy on download limits, since you are a third-party provider piggy-backing on Shaw Cablesystems Company’s cable lines and all questions of download and upload speeds and monthly download and upload limits are decided by Shaw Corporation!

There is no statement of any of this information in your PR materials, for the obvious reason that these facts mean that 3web imposes download limits dictated by Shaw Cablesystems but claims not to do so to have better PR. Moreover, by failing to define a download limit, your company has implied that it reserves to change it at any time, or curb any customer at any amount of downloaded data, as it sees fit! None of this information is readily available to the public; moreover, this stance seeks to misinform and cause damage to the end-users truly seeking “unlimited internet access” (at an average 300 GB per month, as permitted by the equipment).

I ask that the 3web company immediately formulate a clearly-stated download limit policy that will be readily available next to the description of internet access packages and in other pertaining materials. Failure to do so would indicate a lack of goodwill on the part of the 3web company towards its customers. I intend to sign up for the aforementioned Internet package and, if and when my download limit will be curbed, I shall do anything in my power to force 3web to revise its policies, including a full report to the Better Business Bureau, the ISP association and similar agencies; I may initiate legal action of an appropriate magnitude against 3web, as the situation may require.

Above all things, I wish to resolve this issue in an amiable manner. Please revise your statements regarding download limits to reflect reality.

Thank you for your time,

[signed]