Hi I’m writing with regard to a letter I received on November 1st related to the inadequacies of the UPC network to provide the advertised service. I find this letter and service change to be extremely frustrating for a number of reasons:

• The service was marketed as unlimited useage with no reference to upload or download limits in any usage policy. This is why myself and many others signed up.  Your annoying TV ads and website had this as it’s main selling point for over a year.
• The service was advertised as not suffering from contention problems as ADSL does.
• I had sent a message to your Twitter account but as it’s purely a marketing initiative my message was ignored.
• The UPC Fiber power broadband extreme is not advertised on your site and seems like a made up product to attempt to charge unwitting customers for an under performing service.

It’s clear that the UPC network does not have sufficient bandwidth to handle the number of customers you have signed up in certain areas. You started last year with 1MB customers and are now trying to squeeze remaining customers so you can continue to pack them in without making network improvements to solve the issues.  It would be beneficial to advise customers as to how they can 1) check the bandwidth they are using each month 2) cancel their service as UPC has unilateraly changed it’s terms of service, altering the contract that’s in place.

I look forward to your response on these issues.