Fair Usage Policy and Frequently Asked Questions

What is the Fair Usage Policy (FUP)?
Why has an FUP been implemented?
Does the FUP apply to me?

How is the FUP measured?
You say you are measuring my downloads over a rolling 30 day period. What does this mean?
What are the FUP limits?
How will I be notified if I exceed the download limit for my service?
I’m receiving multiple notification emails. Why is this?
What happens if my service is restricted?
When will the FUP restrictions apply?
How long will the FUP restriction last and how do I become unrestricted?
What happens if my usage rises again after I have been unrestricted?
How can I manage my service usage?
My current usage seems very low, so why have I been restricted?
Can I monitor my usage levels?

What is the Fair Usage Policy (FUP)?

As part of our commitment to providing excellent quality, faster download speeds and a reliable service, Demon applies a Fair Usage Policy to its broadband services. The Fair Usage Policy (FUP) contains usage guidelines for Demon broadband customers to ensure that customers act reasonably when using the service.

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Why has an FUP been implemented?

While we encourage Demon broadband customers to take full advantage of our excellent quality of service and faster download speeds, we have an obligation to ensure that all customers receive the best possible service at all times.

The FUP ensures that we continue to provide an acceptable standard of service in terms of download speeds across all of our broadband services.

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Does the FUP apply to me?

We will continually measure the performance of our broadband network and take steps to restrict the download speeds of very heavy users during peak periods, should their activities significantly contribute towards the risk of reduced speeds being experienced by the majority of our broadband customers.

The FUP applies to Demon Home 8000, Demon Home Office 8000, Reseller HomeOffice 8000, Demon Home 2+, Demon Business 2000, Demon Business 4000, Demon Business 8000, Demon Business 2+, Demon Business 2+ Pro, RSL Business 2000, RSL Business 4000, RSL Business 8000, RSL Business 2+ and RSL Business 2+ Pro, Demon Business Lite and Demon Business Lite + customers only.

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How is the FUP measured?

We continually measure the performance of our broadband network and measure customer usage over a 30 day rolling period.

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You say you are measuring my downloads over a rolling 30 day period. What does this mean?

Every day we add together the amount you have downloaded for the previous 30 days and check to see whether it has exceeded the limits we deem acceptable. For example, on 30 December we add together your downloads from 1 December to 30 December. On 31 December, we add together your downloads from 2 December to 31 December.

You can check your 30 day rolling usage level on our Broadband Usage Tracker by logging in with your hostname and password.

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What are the FUP limits?

We currently regard the following as being a fair maximum usage level during a rolling 30 day period:

We currently regard the following as being a fair maximum usage level during a rolling 30 day period:

Product Total available to download Usage Measured Period
Home8000 / Home 2+ 50GB 24 x 7
HomeOffice 8000, RSL HomeOffice 8000 60GB 24 x 7
Business Lite + 60GB 0800hrs to 2300hrs (unlimited thereafter)
Business 2000/4000/8000/RSL Business 2000 / 8000 100GB 0800hrs to 2300hrs (unlimited thereafter)
Business Lite / 2+/2+Pro /RSL Business 2+/2+Pro 200GB 0800hrs to 2300hrs (unlimited thereafter)

Please note that these limits are guidelines and are subject to change. You can check your 30 day rolling usage limit on our Broadband Usage Tracker by logging in with your username / hostname and password.

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How will I be notified if I exceed the download limit for my service?

An email notification will be sent to the ‘billing contact’ email address that we hold for you to advise you of excessive usage, once this has been identified by the network monitoring process.

The initial notification acts as a warning notice that, based on current usage levels, you risk breaching the FUP limits if you continue to use the service at your present download rate. This allows you to adjust your usage downwards rather than moving into breach of the FUP.

If your usage remains high following the initial notification email, and has moved above the stated FUP limits, a further email will be sent notifying you of a service restriction.

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I’m receiving multiple notification emails. Why is this?

If your usage for the rolling 30 days fluctuates either side of our warning thresholds, multiple warning emails may be received each time that threshold is breached.

This is nothing to worry about, and may serve as an indication that unless your usage increases substantially the restriction is unlikely to be applied, because you are never actually reaching the limit.

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What happens if my service is restricted?

If your service is restricted in line with the Demon Fair Usage Policy, your connection will be automatically dropped, and you will need to reconnect to the broadband service. Most broadband routers will do this automatically, though USB modem users may have to manually re-establish the connection as normal.

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When will the FUP restrictions apply?

The small minority of Demon Home 8000, Demon Home 2+, Demon HomeOffice 8000, Demon HomeOffice 2+, RSL HomeOffice 8000 and RSL HomeOffice 2+ customers who use the service excessively on a regular basis will have their service restricted to 128kbps between the hours of 9am to 11pm, seven days a week.

The small minority of Demon Business Lite customers who use the service excessively on a regular basis will have their service restricted to 1Mbps between the hours of 9am to 11pm, seven days a week.

The small minority of Demon Business 2000, Demon Business 4000, Demon Business 8000, Demon Business 2+, Demon Business 2+ Pro, RSL Business 2000, RSL Business 4000, RSL Business 8000, RSL Business 2+ and RSL Business 2+ Pro customers who use the service excessively on a regular basis will have their service restricted to 128kbps between the hours of 8am to 11pm, seven days a week.

The small minority of Demon Business Lite + customers who use the service excessively on a regular basis will have their service restricted to 512Kbps between the hours of 8am to 11pm, seven days a week.

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How long will the FUP restriction last and how do I become unrestricted?

If your service is restricted in line with the Fair Usage Policy, usage will continue to be measured on a rolling 30 day basis.

When usage returns within the limits identified as acceptable, the restriction will be removed automatically. Another notification email will be sent to you confirming the removal of the restriction. The connection will again be automatically disconnected, and normal service will be resumed once you have reconnected.

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What happens if my usage rises again after I have been unrestricted?

Having been unrestricted, if your usage over a rolling 30 day period again rises above the acceptable limits, a warning email, followed by a restriction email and a restriction of service will occur as described above.

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How can I manage my service usage?

We recommend that customers should be mindful of their usage in order to stay within reasonable levels. Even a customer who uses their broadband connection for lots of web browsing, frequent email use, hours of online gaming every day, or even a combination of all three, is unlikely to risk being restricted.

While many people think that online gaming, for example, requires a lot of data to be uploaded and downloaded, most games only require around 5 to 10kbps. Based on these figures, most online games could be played 24 hours a day, seven days a week and still only amount to approximately 20-25GB of download per month.

We would typically only expect customers performing frequent large file downloads to be affected by the FUP. For example, most movie downloads range from around 1GB to 5GB, so a 50GB limit allows customers to download between 10 and 50 of these a month before being restricted. An average MP3 music file is between 5 and 10MB, so a 50GB limit allows approximately 5,000 to 10,000 of these.

Combinations of these types of downloads or other forms of usage can increase your total usage figures. You can check your 30 day rolling usage level at our Broadband Usage Tracker by logging in with your hostname and password.

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My current usage seems very low, so why have I been restricted?

While most web browsing takes up a relatively small amount of usage, there are a number of applications and activities that can consume large amounts of Internet bandwidth without it being particularly obvious. Examples of these include:

File sharing

Commonly referred to as a peer-to-peer (P2P) network, file sharing applications allow you to share files on your hard drive with other Internet users. Programs such as Kazaa and BitTorrent allow multiple files to be uploaded and downloaded between connected computers and often create excessive usage without the user’s knowledge.

Emails with large file attachments

Sending and receiving emails with attachments (such as other emails, documents or pictures) on its own does not usually generate excessive usage. However, if a customer downloads a lot of large file attachments via email, this may have a significant impact on the rolling 30 day download total.

Malicious activity

In addition to the normal software installed on your computer, there may be programs or activities on your computer that also affect your Internet usage without your knowledge. This includes hacking, viruses and spyware.

Hacking

Hacking is typically when a person or program attempts to break into your computer without your prior authorisation or knowledge. Usually the intent is to gain access to your computer to use it in fraudulent ways, which can often create excessive usage.

To prevent unauthorised access, consider using a hardware/software firewall. Also make sure that your computer is up to date with the latest operating system updates.

Viruses, spyware and Trojan horses

If your computer becomes infected with a virus or Trojan horse, this could have an adverse affect on your usage. For example, some viruses use your computer as a relay for sending out mass emails over your Internet connection.

The recommended way to protect your computer against this threat is to install proprietary antivirus software and ensure that updates to the virus signatures are applied regularly.

Spyware infects your computer and then gathers information on the websites that you visit. This is used by advertisers who send banner advertising and screen pop-ups to your computer. There are several applications available that can check for and remove spyware from your computer.

Multiple users

Sharing an Internet connection between several users or computers within a household can impact usage. Although users are sharing the connection, some may download more than others.

If your computer is shared with other users, then we recommend checking how frequently they have been using the service and downloading files. If you are using a router to manage your Internet connection, you may find that logging into the router in a web browser provides you with a traffic counter indicating how much data has been uploaded and downloaded.

Unsecured wireless access

If you access the Internet via a wireless connection at home, then we strongly recommend that this is secured with an encryption key. This is a password that is configured on the router and is also entered onto your PC when setting up the wireless connection. This authenticates your computer to use the wireless service.

If your home wireless connection is unsecured, any users with a wireless device within range of your wireless modem/router can use your connection to access the Internet and download files.

Demon’s pre-configured routers have wireless encryption enabled as part of the standard configuration.

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Can I monitor my usage levels?

Yes. You can check your 30 day rolling usage level at our Broadband Usage Tracker by logging in with your hostname and password.

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