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But dropping these 5% improves life for the other 95% so you get 95% of your customers raving and recommending, not complaining about pings etc.
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That will only work when the ntl service actually works better. Getting rid of heavy users won't fix that. I've been very happy with the pricing of my 1.5mb connection, with only a guideline that sometimes i go over, i've never had a problem with speeds, always getting my top download speed when wanted, but the fact remains that the email servers are unreliable, the news servers are mostly unobtainable, and the tech support takes forever to get through to, probably because there are so many other people having problems.
I don't think i've ever heard of an Ntl customer raving and recommending the Ntl service! I've heard MANY slate it though, and i've seen MANY posting on here about the countless problems they've had, most of which can't be explained away as being the fault of heavy users.