Ofcom helps the confused

DUE TO PREDICTABLE customer broadband confusion, Ofcom will release a new Code of Practice tomorrow through which ISPs can give customers a true picture of likely broadband speeds at the point of sale.

The Code is voluntary yet over 95 percent of broadband providers have signed up for it. It is primarily designed to give more clarity for consumers meaning that they won’t get misled by ISPs stating that their service is faster than in reality.

The regulator will monitor compliance over the next six months in order to make sure ISPs are abiding by the Code.

There are four main requirements for those signed up under the Code, the first being that ISPs must provide customers with a true evaluation of the maximum speed its service is likely to reach at the point of sale.

Secondly the ISP must clearly and simply explain how technical factors may or may not slow down the speed of the service – providing help and advice on how to improve the situation at home.

Third, the ISP must offer an alternative package, providing there is one, if the speed is slower than projected – this must be without any penalties.

Finally the ISP must explain fair usage policies clearly and alert the customer when they have been breached.

This move comes close to the release of new Ofcom research, due to be published next year, which, amongst other things highlights how around a quarter of people asked said they did not receive the speed they had expected form their broadband provider.

Ofcom Chief Executive, Ed Richards said, "Ofcom welcomes the fact that so many ISPs have signed and now implemented the Code of Practice. Over 95 per cent of broadband customers are covered by the Code which means that the vast majority of people should be confident about the advice they receive on broadband speeds." µ

L'Inq
Ofcom