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ASA Adjudication on UK2 Group

UK2 Group

29th Floor
1 Canada Square
Canary Wharf
E14 5PY

Date:

29 February 2012

Media:

Internet (on own site)

Sector:

Business

Number of complaints:

1

Complaint Ref:

A11-170798

Ad

A website promoting web hosting packages, seen on 29 August 2011, included the text "New unlimited packages ... MSQL Databases ...Business Cloud ...Unlimited". Further text stated "Web Hosting Space Unlimited ....MySQL Databases Unlimited ...Databases Maximum Size Unlimited".

Issue

The complainant challenged whether the claim that the Business Cloud package was "Unlimited" was misleading because he was told he could not use the package because his database was too large.

CAP Code (Edition 12)

Response

UK2 Group Ltd (UK2 Group) stated that it imposed no limits on the Unlimited Business Cloud web package that was offered on their website. They explained that the resources on their unlimited packages were unlimited, but were dependent on the size of the server upon which the service was hosted. They said, to date, very few customers who had used those packages had been affected by the size of that server. They also stated that the database sizes and the web hosting space were only some of the resources on the service and that the bandwidth, ram and processing powers were also included. They stated that the way in which the customer wished to use the database on their website affected how much capacity of the server was used, thus affecting the speed at which the website would then operate. They explained that customers whose needs exceeded the size upon which the servers of the Unlimited Business Cloud webhosting packages were based, were advised to use one of their other webhosting packages which they believed would be better suited to their needs.

Assessment

Upheld

The ASA noted the packages on the website that were referred to as unlimited allowed customers access to unlimited resources within the capacity of the server for that package. We also noted UK2 Group's assertion that, notwithstanding the capacity of the server, customers could make unlimited use of those webhosting packages but the more the resources of the server were utilised, the slower the operational speed of website upon which they were hosted would run.

We understood that the unlimited packages offered by UK2 Group provided customers with unlimited resources within the capacity of the server for the chosen package and noted their comments that very few customers were affected by the size of that server. However, we considered that consumers wishing to obtain a webhosting service would expect claims for unlimited 'web hosting space' an unlimited "MySQL databases" and unlimited size of those databases to mean that, when using the service, their website would operate in full, at the optimum speed, regardless of the number or size of databases that ran alongside it or the way in which those databases were utilised by the website. We therefore considered that, without qualification to indicate factors, such as server capacity, which were likely to affect the optimum operation of the website, the claim that the Business Cloud webhosting package was unlimited was misleading.

The ad breached CAP Code (Edition 12) rules 3.1, 3.3 (Misleading advertising), 3.7 (Substantiation), 3.9 (Qualifications) and 3.11 (Exaggeration).

Action

The ad should not appear again in its current form.

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