BroadbandCEOs have been asked by
theOfcomconsumer panel to justify
advertised broadband speeds, when many users fail to get anything
like the maximum speeds promised.
Colette Bowe, chairman of the communications watchdog's
independent Ofcom Consumer Panel, has asked the top six UK
broadband CEOs to come up with systems that give customers clear
information.
The decision to write to them follows increasing consumer
concern about broadband speeds. The "up to" speeds advertised in
broadband packages are often wildly different from the actual,
lower speeds experienced by many subscribers.
In her letter to the CEOs, she says, "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."
The Consumer Panel has asked providers to consider changing
their sales practices to include advising customers what their
likely connection speed would be on a specific line.
They also want providers to extend the cooling off period so
that customers can test out the connection speed before they sign a
contract, and allow customers to later exit from contracts if they
experience speeds well below the advertised speeds, without any
penalty.