## Why this policy exists
Residential internet plans are sold with no volume cap and no download limit. A very small number of
connections can nonetheless generate sustained load that degrades service for neighbours sharing the
same network segment. This policy describes how we handle that, and it is applied consistently with
the rules and regulations of the telecommunications regulator.
## What normal use looks like
Streaming, gaming, video calls, cloud backups, working from home and large downloads are all normal
use, on every plan, at any time of day. Nothing in this policy is intended to discourage them.
## What we look at
We monitor aggregate segment health, not the content of your traffic. Where a segment shows
sustained congestion we identify the connections contributing disproportionately over an extended
period.
## What happens then
Our first step is always to contact you and discuss the pattern — usually the cause is a
misconfigured device or a compromised machine on the local network. Where the pattern continues, we
may temporarily shape the connection during peak hours, or recommend a plan better matched to the
usage. We do not terminate service for heavy use without prior contact.
## Business use
Residential plans are provisioned for household use. If you are running services that need
guaranteed capacity, a static address or an availability commitment, a business product is the
correct fit and we will help you move to one.
