BT 'Anytime' limits its users to 'sometimes'

BT Openworld has angered customers by cutting the time that its 850,000 internet users can spend online, by limiting users of its "Anytime" and "Surftime" deals to 150 hours a month – equivalent to fewer than five hours a day – because it says that a "tiny minority" are abusing the service.

The restrictions on the service, which previously let people use the internet for 12 hours in any 24-hour period, will come into force from November. They are necessary because otherwise "the business model is unsustainable", said a spokeswoman.

She said approximately 3 per cent of the users of the "Anytime" service are using it for too long, affecting the level of service for other users.

However BT is not cutting the price it charges for the services, which currently cost £15.99 and £6.99 per month.

The decision has brought an angry reaction from users, who complained the service was already limited. "I am being told that I cannot use the internet for more than half of my original contract's sign up time, yet I am still expected to fork out the same amount of money for a lesser service. Where is the logic there?" said Katie Anderson at the users' complaint site btopenwoe.co.uk. She told BT: "You are a big company, surely you can stop trying to cash in on customers like me and try improving your service from the ground up, like put in more [modems] etc to make the service not slow down when there is large usage."

Another said: "Why make changes if 95 per cent of the customers are using it 'acceptably' - surely they can accommodate a mere 5 per cent of customers who make heavier demands on their service."

Some are considering complaining to consumers' organisations to bring pressure on BT. The internet provider has been the subject of numerous user complaints about the level and quality of its service.

BT said the average user of the Anytime service is only online for 50 hours a month, so that the 150 hours ceiling should not present a problem. Users will also be able to carry over up to 50 hours' unused time from month to month.

BT said those using the service "excessively" would be better off with an "always-on" broadband connection, which costs £29.99 from BT Openworld, although other providers have lower prices.

Some users fear the reduction in online time – for which they pay the same monthly price – could be the first stage towards wider-ranging limits.