In response to the increasing consumer concern about the huge gap between advertised broadband speeds and the actual speeds users can achieve, the Ofcom Consumer Panel, an independent body that advises Ofcom (the independent regulator and competition authority for the UK communications industry), has written to six top Internet Service Providers (ISPs) in Britain to ask why customers often fail to get the connection speeds they are promised.

The move comes months after Which? conducted a survey of 300 customers who had been promised up to 8Mbps but in reality only achieved 2.7Mbps average connection speed.

In her letter, Colette Bowe, chairperson of Ofcom Consumer Panel writes: “…we believe that broadband customers are not at the moment getting enough information. We are of course aware of the technical reasons for the “up to” terminology that you use. I would however like to have your views about how these technical issues might be better addressed in terms of giving clearer information to potential customers.”

Bowe told Which? that “The consumers need to be able to see what they are buying, what influences the performance of the product or service they are buying and how to do something about it if it doesn’t live up to their expectations.”

The Consumer Panel has asked ISPs to consider changing their sales practices to include:

• advising customers what their likely connection speed would be on their line
• extending the cooling-off period so customers can test out the connection speed before signing a contract
• allowing customers to exit from contracts if they experience persistent speed and quality problems.

Paul Allen, Editor of Computeractive magazine, which launched the Crystal Clear Broadband campaign to air the issue of broadband speed, told Sourcewire that “We are pleased that Ofcom’s Consumer Panel has noted the huge public support for our campaign and that it has decided to take action.”

Lisa Barber, Which? technology expert, also disclosed that the company “is delighted that the Ofcom Consumer Panel agrees with the recommendations we put to Ofcom.”

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Entry was posted on Thursday, October 11th, 2007 at 8:48 am under Internet, Technology.

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