Faulty or slow-to-update usage meters

Many ISPs provide on-line usage meters that allow users to keep track of the time they have spent on-line and/or the megabytes they have used (upload and download - depending on the conditions of the individual plan). The accuracy and timeliness of usage meters may sometimes be the source of complaints to the TIO. The TIO will consider such complaints where complainants argue they have been disadvantaged in some way. For example, the complainant may state they have been charged for excess hours or download/upload (typically measured in megabytes) because they did not have access to an accurate and up-to-date monitor. Alternatively, complainants may argue they were unable to freely use their service because of concern over exceeding their limit (and incurring additional charges).

The frequency with which usage meters are updated varies from company to company. In most instances, ISPs do not provide 'real time' usage meters for either time or megabytes used. In general, the TIO believes that usage meters should have a time lag no greater than one day. However, the TIO also expects internet users to be aware of, and make allowances for, the usual performance of their provider's usage meter.

Where it is established that a provider's usage meter was faulty, irregular or slow to update, the TIO may - depending on the nature and extent of the problem - expect a provider to waive disputed charges.

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