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Ofcom consumers quiz on ISP bosses
By Jamie Clouting | October 10, 2007
Bosses at six of the UK's top net providers are being asked to explain why consumers do not get the broadband speeds firms advertise. They will be questioned by Ofcom's Consumer Panel which, acts as the regulator's customer champion.
The panel has proposed that the net firms should look to improve how they sell and advertise broadband. The panel wants consumers to get more information so they are not misled about the speed they sign up for, as many providers are failing the speed tests.
Failing to deliver
Chairwoman of the Ofcom Consumer Panel, Colette Bowe, said
"We believe that broadband customers are not at the moment getting enough information."
In the letter to the net firms, Ms Bowe recognised that there were understandable technical reasons for the difference in the speeds advertised and those actual recieved.
She asked the net firms to find ways to 'deal with' the technical issues so that consumers could be better informed about the likely broadband speeds in their neighbourhood. One of the shock suggestions was the idea that net providers should allow customers to terminate a contract early and without penalties if speeds are well below what is advertised.
Its approach comes after a series of events that have highlighted the gulf between the net speeds firms claim and what consumers experience. In response Ofcom said it was "aware" of the issue and was investigating what could be done about it. Research by analyst firm Point Topic has shown that few people will be able to enjoy the top speeds advertised by broadband firms. It estimates that only about half the UK's population will be able to use the web at speeds of 8Mbps.
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Topics: ISPs |