Telstra's BigPond Internet service provider
has sought to assuage concerns its new upgraded cable broadband
plans won't offer higher speeds to some users by offering rebates
to those who do not see an improvement.
BigPond started offering increased speeds of up to 17Mbps on
its cable broadband network in March. Previously the network had
delivered a maximum of 8Mbps.
Reacting to user concerns the new "Cable Extreme" plans were
not delivering increased speeds to all customers, a spokesperson
for BigPond acknowledged not all users would necessarily see
increased speeds after upgrading but said "the vast majority
"We have a process in place to rebate customers where they do
not get a speed improvement," the spokesperson told ZDNet
Australia in an e-mailed response to questions.
"The minimum should be the same speed they got under Cable Standard, although the vast majority will see speed improvements," they added.
BigPond said limiting factors on Cable Extreme speeds included
the actual plan selected, customer location, the protocol used
for data transmission, current Internet traffic, the capacity and
popularity of sites accessed and modem, PC hardware and software
The spokesperson said the ranks of those able to receive the full speeds
were not limited to users who could receive the full 8Mbps under
the original cable plans.
The Internet service provider declined to reveal how many
customers had signed up for the upgraded speeds since they were
made available in March.
They were similarly unwilling to comment on any evidence of
users churning from other providers or other plans to the Cable
Extreme plans. "Anecdotally we are hearing of 'power users'
migrating to Cable Extreme," they said.
BigPond claims to have more than 250,000 customers using its
cable broadband service.