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Freedom2Surf Service Update

Posted: 02nd Feb, 2006 By: MarkJ
We continue to receive complaints about Freedom2Surf's broadband service, despite the ISP promising to resolve such issues last week. Today F2S has issued another update on the problems:

Since our last update we have made further progress in improving the operation of the effected parts of the F2S network, however we are aware of a couple of areas which are not performing to the usual high standards:

1. A number of our 8 mb/s service customers who are being delivered via a third party network are experiencing some packet loss. This issue has been escalated and we are continuing to investigate the issue. In order not to exacerbate the problem, until we see a satisfactory resolution to the issues that we have identified, we will not be accepting any further 8mb/s orders that would be routed via this supplier.

2. Some users are experiencing differing speed test results dependent upon the route they take out of our network, we are currently collating a list of the effected destinations and will escalate this with our connectivity partners.

We have identified a handful of customers who are using the network in a manner which is detrimentally affecting the experience of our other customers. We will be contacting these individuals shortly to request that they bring their usage patterns within normal limits.

F2S understands that some of our customers are experiencing a level of service that is below our usual high standards, I can only apologise and assure you that every effort is being made to resolve all outstanding issues ASAP.

Interestingly F2S point’s part of its finger at heavy usage, which seems to be coming from their 'uncapped' package. Several ISP staff posts on the Freedom2Support forum suggest that they're targeting usage in the region of 100GB+.
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