Broadband News
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Broadband Speed: Ofcom warns ISPs on 'up to' claims
30 Mar 2010 | 09.05 Europe/London
Ofcom is warning ISPs that it will consider punitive action if they do not improve their record on warning customers the top line ‘up to’ speed on their internet connection is likely to be higher than the speed they actually achieve.
The telecoms watchdog used mystery shoppers to find that nearly three in four (74%) were not warned that the elusive maximum speed quoted for their line was an ‘up to’ speed which, in reality, their connection was most likely not to deliver.
The undercover research also showed that many ISPs were giving different ‘up to’ speeds and also, in some cases, varying estimated speeds for the same line. Of those that were given a speed for their line, nearly half (42%) had to prompt the ISP in to disclosing the information.
Voluntary code to be tightened
This is despite a voluntary code of practice brought in at the end of 2008 which committed ISPs to giving potential customers a good idea of the actual speed they will receive. The code was instigated to get away from the misleading ‘up to’ speeds which might sound impressive in an advert but which cannot be delivered, particularly to households more than a short distance away from their local exchange.
Ofcom is now vowing to work closer with ISPs to ensure the voluntary code makes it mandatory the expected speed for a line is mentioned early on in any conversation between a provider and a potential customer.
If improvements are not made, the watchdog is warning the industry it will consider regulation that will make disclosure of estimated speeds mandatory.
Ofcom’s Chief Executive, Ed Richards, is promising consumers the regulator will ‘amend the code accordingly’ to ensure customers ‘receive the best quality information’ and that the ISPs will continue to be monitored and assessed over the coming months.
The telecoms watchdog used mystery shoppers to find that nearly three in four (74%) were not warned that the elusive maximum speed quoted for their line was an ‘up to’ speed which, in reality, their connection was most likely not to deliver.
The undercover research also showed that many ISPs were giving different ‘up to’ speeds and also, in some cases, varying estimated speeds for the same line. Of those that were given a speed for their line, nearly half (42%) had to prompt the ISP in to disclosing the information.
Voluntary code to be tightened
This is despite a voluntary code of practice brought in at the end of 2008 which committed ISPs to giving potential customers a good idea of the actual speed they will receive. The code was instigated to get away from the misleading ‘up to’ speeds which might sound impressive in an advert but which cannot be delivered, particularly to households more than a short distance away from their local exchange.
Ofcom is now vowing to work closer with ISPs to ensure the voluntary code makes it mandatory the expected speed for a line is mentioned early on in any conversation between a provider and a potential customer.
If improvements are not made, the watchdog is warning the industry it will consider regulation that will make disclosure of estimated speeds mandatory.
Ofcom’s Chief Executive, Ed Richards, is promising consumers the regulator will ‘amend the code accordingly’ to ensure customers ‘receive the best quality information’ and that the ISPs will continue to be monitored and assessed over the coming months.
To be fair to Sky I cannot remember being told of wildly optimistic speeds via phone. First email from them said I could only expect 3.5 meg. Subsequently I get on average 5 meg.
31 Mar 2010 | 16.05 Europe/London
OFCOM are a joke anyway, Pretty toothless and useless in controlling the excesses of BTw.
22 Apr 2010 | 08.54 Europe/London