New mandatory UK ISP code
p2pnet news | Freedom:- Britiain’s Ofcom consumer panel says regulators need to introduce a new mandatory ISP code of practice.
Providers should be compelled to, “qualify their dodgy ‘up to’ speed claims, which accompany virtually all broadband marketing,” says The Register.
“The slowdown effects of contention, distance from the exchange, and network status should be made clear, it argues.”
The story says the panel acts as an independent advisory body to Ofcom on consumers’ behalf.
“Net firms have been criticised for advertising their services using the phrase ‘up to’ that can give consumers a false sense of the speed they will get when they sign up,” says the BBC.
The code, “would let customers know as they sign up about the maximum theoretical speed they can get on their line; provide information about what affects line speed and call customers two weeks after installation to let them know what speed they are getting,” says the story, adding:
“At that time, if speeds were ’significantly’ lower than those someone signed up for, customers should be able to swap to a different package free of charge or back out of the deal.”
Says consumer panel chair Collette Bowe in a .pdf:
During the sales process:
- ISPs should inform the customer of the theoretical maximum line speed supported by their line.
- ISPs should provide clear information of the factors that can affect the line speeds experienced by the customer, such as traffic management policies and contention ratios.
- ISPs should use plain English as much as possible during the sales process, and in written contractual information, with important information provided up front, not in the small print.
After the sales process
- ISPs should contact the customer two weeks after installation about the actual (rather than estimated) maximum line speed that can be supported by their line.
- At this point customers should have the penalty-free choice to move to another speed package based on the information provided.
- If the actual maximum line speed is significantly lower than the package to which they have signed up, the customer should also have the penaltyfree option to terminate the contract and move to another broadband provider. We understand from our discussions with ISPs that many companies would find this difficult because of the cost of customer acquisition, but we think this is the right approach, in the interests of fair dealing with customers.
Information that Ofcom should provide to consumers
Additionally, we would like Ofcom itself to make information publicly available to consumers on its website. This information would help consumers understand the technical issues affecting their broadband speeds, and those over which they have control. It would also provide quality of service information to assist in their decision over which ISP to opt for.
- Ofcom to devise and promote a set of Quality of Service indicators which can assist consumers in their decision over which ISP to opt for.
- Ofcom to provide information to consumers on how the set-up of broadband within their home can influence the speed they actually receive.
“Separately, we also think that the advertising of broadband speeds needs to be tightened up,” Bowe says, adding:
“We are therefore today writing to the Advertising Standards Authority and the Broadcasting Committee of Advertising Practice to request that they, working with the industry, consider how the range of factors affecting broadband speeds can be given much greater prominence in advertising material. We believe that clearer information in advertising of broadband speeds and the associated packages would greatly increase customer satisfaction.”
Also See:
The Register – Ofcom urged to clamp down on broadband speed deceit, December 19, 2007
BBC – Government cracks broadband whip, December 19, 2007
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December 19th, 2007 at 10:42 am
I’m currently with aol uk; and they just lie lie lie about everything.
My line is capable to 5mb because i’ve had that speed with another isp, yet they refuse to give me full 2mb (which my package promises). Instead they cap my speed at 1mb (surprise surprise). If you ring technical support, you are confronted with an indian call center, a person who speaks broken english in a incomprehensible accent, and incoherent conversation. Then you are told that you are getting 2mb line speed; which you obviously aren’t. Then when they finally realise you aren’t going to be satisfied with the lies they are espousing, they cut you off. How do we complain about this maltreatment you ask? we can’t, because they refuse to give any identifiying information or pass you onto a supervisor; which means you are left with “a support representative in India refused to help me, then cut me off.”
This is a typical support call to aol uk. I can only imagine what BS they feed the non-technical users of their service!
December 19th, 2007 at 8:46 pm
why the hell are you with aol in the first place? are you still on a dial-up?
get out of that contract as quickly as you can.