Top ISPs asked to explain fantasy broadband speeds

 

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By Barry Collins

Posted on 10 Oct 2007 at 12:36

Ofcom's Consumer Panel has written to the UK's six leading ISPs, asking them to explain why consumers aren't getting the broadband speeds they pay for.

The Consumer Panel - which was set up to advise Ofcom on consumer policy - notes the "up to" speeds advertised by broadband providers are often different to the actual speed of the lines. And when it says "different", the panel of course means significantly slower.

Chairman of the panel, Colette Bowe, has written to the ISPs, asking them for solutions to the problem. "We believe that broadband customers are not at the moment getting enough information," the letter states. "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."

As well as picking on the ISPs, the Consumer Panel might well ask Ofcom itself why it continues to use the headline speeds in its own reports. Just last month, Ofcom used the fantasy headline speeds in its report on the future of broadband Britain, without once mentioning the fact that actual speeds are greatly depleted depending on the distance of the house from the local telephone exchange.

The Consumer Panel wants ISPs to consider advertising likely connection speeds, rather than theoretical maximums. It also wants ISPs to allow customers to leave their contract, without penalty, if actual speeds fall "well below" the advertised figures.

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