This is my experience of using the Fast 4 Internet service.
www.fast4.net
Fast4.net offer flat rate internet access. They advertise it as unlimited internet access but it is anything but. They go beyond the usual claims such as "anytime access" that so many other ISPs use and go as far as saying "Unlike our competitors we won't restrict your internet access."
Fast4's website states the following:
"Unlike our competitors we won't restrict your internet time on either platform." (either platform meaning Dialup or Broadband)
"You are entitled to access the Internet for a period of no more than 168 hours per week" (That works out as 24x7)
"*Unlimited means no weekly time restrictions"
These claims are all untrue and here is why...
I signed up on 8th April 2005 and was happy with the service. However on 17th April 2005, only nine days later I stopped being able to connect. The service is known to get busy on occasion so I thought that was the problem and tried repeatedly before leaving it to the following day. I still could not connect the next day so I phoned Fast4's 50p per minute support line where I was asked a few questions about my account. I was put on hold and when the support person returned they gave me another number to call. I called this number and was asked "did the technical support person not tell you what was wrong?" I replied no and was met with a mumbled sigh. The support person said my account has been closed for a breach of their Acceptable Use Policy, specifically overuse. He said their system had flagged my connection as being unattended. This is not the case. I am at home most days and make regular use of the Internet. He asked if I have my connection set to reconnect automatically when it disconnects. I do but that is only when I am using the Internet and is a common configuration with Internet users. If not the PC is either switched off or the connection disabled.
I asked how I could over use a service which states "Unlike our competitors we won't restrict your internet time on either platform" and "You are entitled to access the Internet for a period of no more than 168 hours per week." The support person said that if you use it a lot it could restrict other customer's access and as such their T&Cs allow them to cut you off. I said if they are advertising an unlimited service they should make provision for their customers to be able to use the service as advertised. I said that their advertising states customers can use the service as much as they like without restriction. It's one of their main selling points on the front page of their website. I asked how they can advertise one service but provide another. He said "I see where you are coming from but our T&Cs allow us to cancel accounts for high use." I asked how many hours I had used the service for and he said 60. I said if that is correct then it is 108 hours less then what is allowed. He repeated that he understood my point but that their T&Cs allow them to cut people off in such circumstances. I suggested the T&Cs were unfair as they cannot sell a service as one thing then say it is something else when a customer tries to use the service. I asked if my account could be reinstated and he said no, it is now blacklisted however I could open a new account but it would be subject to the same T&Cs. We went around in circles with me restating their claims of an unrestricted service, up to 168 hours a week which is actually 24x7 but to no avail. Finally I said their advertising was clearly misleading and that I would speak to Trading Standards and the ASA about the matter. He said "Trading Standards have already passed our advertising." I find the latter hard to believe given that the claims are lies!
They have already had a complaint to the Advertising Standards Authority upheld against them. You can read the details here:
http://www.asa.org.uk/
The long and short of it is avoid Fast4 if you make anything more than low use of the Internet. Their advertising is clearly misleading and bears no connection (hoho) to the service you are paying for.
Fast4 should be the last4 your internet access!
Summary: Avoid if you use the Internet a lot
www.fast4.net
Fast4.net offer flat rate internet access. They advertise it as unlimited internet access but it is anything but. They go beyond the usual claims such as "anytime access" that so many other ISPs use and go as far as saying "Unlike our competitors we won't restrict your internet access."
Fast4's website states the following:
"Unlike our competitors we won't restrict your internet time on either platform." (either platform meaning Dialup or Broadband)
"You are entitled to access the Internet for a period of no more than 168 hours per week" (That works out as 24x7)
"*Unlimited means no weekly time restrictions"
These claims are all untrue and here is why...
I signed up on 8th April 2005 and was happy with the service. However on 17th April 2005, only nine days later I stopped being able to connect. The service is known to get busy on occasion so I thought that was the problem and tried repeatedly before leaving it to the following day. I still could not connect the next day so I phoned Fast4's 50p per minute support line where I was asked a few questions about my account. I was put on hold and when the support person returned they gave me another number to call. I called this number and was asked "did the technical support person not tell you what was wrong?" I replied no and was met with a mumbled sigh. The support person said my account has been closed for a breach of their Acceptable Use Policy, specifically overuse. He said their system had flagged my connection as being unattended. This is not the case. I am at home most days and make regular use of the Internet. He asked if I have my connection set to reconnect automatically when it disconnects. I do but that is only when I am using the Internet and is a common configuration with Internet users. If not the PC is either switched off or the connection disabled.
I asked how I could over use a service which states "Unlike our competitors we won't restrict your internet time on either platform" and "You are entitled to access the Internet for a period of no more than 168 hours per week." The support person said that if you use it a lot it could restrict other customer's access and as such their T&Cs allow them to cut you off. I said if they are advertising an unlimited service they should make provision for their customers to be able to use the service as advertised. I said that their advertising states customers can use the service as much as they like without restriction. It's one of their main selling points on the front page of their website. I asked how they can advertise one service but provide another. He said "I see where you are coming from but our T&Cs allow us to cancel accounts for high use." I asked how many hours I had used the service for and he said 60. I said if that is correct then it is 108 hours less then what is allowed. He repeated that he understood my point but that their T&Cs allow them to cut people off in such circumstances. I suggested the T&Cs were unfair as they cannot sell a service as one thing then say it is something else when a customer tries to use the service. I asked if my account could be reinstated and he said no, it is now blacklisted however I could open a new account but it would be subject to the same T&Cs. We went around in circles with me restating their claims of an unrestricted service, up to 168 hours a week which is actually 24x7 but to no avail. Finally I said their advertising was clearly misleading and that I would speak to Trading Standards and the ASA about the matter. He said "Trading Standards have already passed our advertising." I find the latter hard to believe given that the claims are lies!
They have already had a complaint to the Advertising Standards Authority upheld against them. You can read the details here:
http://www.asa.org.uk/
The long and short of it is avoid Fast4 if you make anything more than low use of the Internet. Their advertising is clearly misleading and bears no connection (hoho) to the service you are paying for.
Fast4 should be the last4 your internet access!
Summary: Avoid if you use the Internet a lot























