Clearer Broadband Information: A New Standard for Providers
Ofcom has introduced
new regulations to ensure broadband customers are provided with clearer, more accurate information about the technology behind their services. Effective
16th September 2024, these guidelines aim to reduce confusion and help customers understand whether they are receiving a full-fibre, part-fibre, copper, or cable connection when signing up for broadband.
What’s Changing?
Under these new guidelines, broadband providers must specify whether the connection they are offering is a true ‘full-fibre’ service, where fibre-optic cables run directly to the home, or a ‘part-fibre’ service, where fibre-optic cables only run to a street cabinet and copper wires complete the connection to the home. This information must be made available before a customer agrees to any deal, whether online, over the phone, or in-store.
Why Does This Matter for Customers?
The term ‘
fibre‘ has often been used inconsistently across the telecoms industry, leading to misunderstandings about what customers are actually paying for. With full-fibre networks being rolled out rapidly across the UK, it is important for customers to know the differences between full-fibre and part-fibre services, as this will directly affect their broadband speeds and reliability.
Key Points of the New Guidelines
According to the new Ofcom rules, broadband providers must:
- Provide clear and accurate descriptions of the underlying network technology, using terms such as ‘full-fibre‘, ‘part-fibre‘, ‘copper‘, or ‘cable‘.
- Avoid using the term ‘fibre‘ without clarifying whether it refers to a full or partial fibre connection.
- Give customers access to more detailed explanations of the technology, for example, through a link, so they can understand exactly what service they are signing up for.
Expectations Moving Forward
From now on, broadband customers can expect:
- More transparency at the point of sale, with a clear explanation of the type of broadband service they are purchasing.
- A better understanding of how the different technologies—such as full-fibre, part-fibre, copper, and cable—will impact the performance of their service.
- Greater confidence in making an informed decision, knowing the broadband product they choose matches their needs and expectations.
Ofcom’s Role in Customer Protection
These measures reflect Ofcom’s ongoing commitment to protecting consumers in the broadband market. By ensuring that providers use precise language and offer transparent descriptions of network technology, customers will be better equipped to choose the right broadband deal for them.
For more detailed guidance and updates, refer to the [official Ofcom announcement](https://www.ofcom.org.uk/phones-and-broadband/bills-and-charges/customers-to-get-clearer-broadband-information/).
Ofcom’s Efforts on Clearer Broadband Speeds
In addition to the 2024 regulations, Ofcom has been proactive in improving broadband transparency and customer protection through its earlier initiatives. Notably, on
11 May 2022, Ofcom published a
report highlighting enhancements in how broadband speeds are communicated to customers.
Ofcom’s
broadband speeds code of practice mandates that providers must:
- Provide estimated speeds during peak hours;
- Offer a personalised guaranteed minimum speed;
- Grant the right to leave a contract early if speed problems cannot be resolved.
If your broadband speed drops below the promised level, your provider has 30 calendar days to improve performance. If they fail to do so, you can terminate your contract without any penalties.
Ofcom’s research from this period indicated that:
- The majority of speed issues are resolved by providers within the 30-day window.
- A small number of customers exercised their right to exit or opted for alternative solutions when issues couldn’t be fixed.
However, Ofcom identified areas needing further improvement, particularly in providing accurate speed information for cable and full-fibre technologies as these networks expand. Additionally, Ofcom has been consulting on minor changes to the broadband speeds code of practice to align the definition of a bundle with revised rules, ensuring consistency and clarity for both customers and providers.
Ofcom’s Ongoing Initiatives
Beyond speed transparency, Ofcom continues to enhance customer protection and service quality:
- End-of-Contract Notifications: Research shows that more customers are securing better deals after receiving reminders that their contracts are nearing expiration.
- Automatic Compensation Schemes: Providers like Plusnet have joined schemes ensuring customers receive compensation automatically when issues arise, without needing to request it.
- Investigations into Provider Compliance: Ofcom is actively investigating whether providers, such as Shell Energy, comply with rules regarding end-of-contract and best tariff notifications to ensure customers are informed about better deals.
These efforts are part of Ofcom’s broader strategy to foster a transparent, competitive, and consumer-friendly broadband market.
Ofcom’s Commitment to Broadband Transparency
Through continuous updates and stringent regulations, Ofcom is dedicated to ensuring that broadband customers receive clear, accurate, and comprehensive information about their services. This commitment not only empowers consumers to make informed decisions but also drives providers to maintain high standards of service quality and transparency.
This new era of broadband transparency is expected to significantly enhance customer satisfaction and trust in the services they receive, making it easier for them to make informed decisions about their internet connections.