U.K. regulator Ofcom has released new guidelines for broadband providers to ensure transparent communication with consumers regarding service. Broadband TV News reported that companies must now disclose the network that underpins their broadband service, using clear and unambiguous terms.
“Today’s guidance is designed to address customer confusion surrounding the different network technologies underpinning broadband services,” said Selina Chadha, Ofcom Director of Connectivity. “By requiring clear, straightforward information on network technologies, consumers will have a better understanding of the characteristics of their broadband service so that they can compare services more easily and choose the best one to meet their needs.”
The change comes after the inconsistency and misuse of the term “fibre” [sic] to refer to both old and new networks. Ofcom wants providers to clarify for customers whether the network they use is a “full-fibre” (FTTP), “part-fibre” (FTTC), “copper,” or “cable” network.
Broadband TV News reported that Ofcom’s research indicates that over a quarter (27 percent) of broadband customers lacked confidence in understanding the language and terminology providers use. Additionally, 46 percent of customers who believed they were paying for “full-fibre” broadband did not have it available in their area.
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