Support | Insight

The Network is designed to deliver a rich, superfast, low latency broadband experience to both home and small business Customers. It is both our intention and priority to ensure that all customers on our network receive a fair and consistent uninterrupted experience whilst accessing the internet. We encourage the use of the service for all everyday activities such as gaming, streaming, catch-up, video chat, multi-screen and multi-device browsing and many other internet related activities.

We also recognise that there are a limited number of customers that will attempt to disproportionately use the service which in turn may have an adverse effect on the majority of Customers. To ensure that all customers on our network receive a fair and consistent uninterrupted experience whilst accessing the internet, imagine reserves the right to apply restrictions on any Customer whose behaviour is deemed to be affecting the overall user experience of other Customers on the network. Such behaviour includes, but is not limited to, instances of running excessive concurrent internet sessions or regularly accessing excessive bandwidth intensive Peer-to-Peer applications, video streams, website hosting and large file downloads. Customer’s whom we deem to disproportionately use the service will be deprioritised which may reduce the download speed achievable at peak times.

This reduced priority does not limit the usage of the service or restrict the amount of data that can be consumed over time but is necessary to ensure fair and balanced access to network resources amongst all Customers and to ensure that excessive use of the service by certain Customers does not disproportionately impact the service available to others. If we notice continual, disproportionate or abnormal download or upload usage patterns we reserve the right to terminate the provision of your Service(s).