Guide.txt

As discussed on phone, Below is a summary of the service you are on which may shed more light on the nature of your connection. Firstly, the distinction between our Business (Enterprise) packages and Retail (SME and Home) packages is that for business links bandwidth is guaranteed 24/7 while for retail what is guaranteed are the headline speeds (maximum speeds). What this means is that if, a 4Mbps business link is setup, the bandwidth is dedicated and remains the same regardless of the time since this is guaranteed. On the other hand, for home and SME if say a package with headline speeds of 10Mbps is purchased what is guaranteed is the maximum bandwidth that the link can ever reach during off-peak or peak periods. The peak period is from 8 am to 6 pm. Furthermore, connection speeds on the retail packages are regulated by a fair usage policy (FUP) which is applied during the peak periods. This mechanism is more strict on the home packages and more flexible on the SME plans. Traffic management is necessary during peak periods because that is the time when most Internet users are active and usage of the service must be regulated in order to promote fair access. \The (FUP) is applied dynamically and the rules are not rigid. In addition the rules are applied to individual links separately as opposed to the whole group of users. What happens is that the usage pattern is analyzed over a period of 10 days at any given time. Depending on how a link has been utilized some restrictions are introduced such that the connection speeds drop below the headline speeds. The major factor when this is being applied is the maximum connection (Headline) speeds of the package. As the usage gets heavier, the restrictions also get tighter. Generally activities such as video streaming or big file downloads (say in excess of 100 MB) when done very consistently will constitute heavy usage. I hope this may clarify and answer any other questions you had. If not kindly contact us. Find attached, Data Usage Report for the period 30 days to date Package status with devices connected.

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Kindly assist with rebooting your modem. I have looped in Melissa in copy for further clarification on this service if you are not satisfied with the standards experienced