ISPs agree to broadband practices code

 

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Posted on 5 Jun 2008 at 10:04

More than 30 ISPs have signed up to a new code of practice designed to ensure consumers get a clear idea of what they can expect from a broadband connection.

Published by industry regulator Ofcom, the code instructs internet service providers to providing customers at the point of sale with an accurate estimate of the maximum speed that the line can support and to resolve technical issues to improve speed while offering customers the option of a lower speed package when estimates given prove inaccurate.

ISPs must also ensure that all sales and promotion staff have a proper understanding of the products they are selling so they can explain to their customers the meaning of the estimates provided. They must also provide consumers with information on usage limits and alerting them when these have been breached.

Thirty two ISPs, covering over 90% of broadband users, have already agreed to implement the code; Ofcom will update this list as others sign up.

Ofcom will monitor compliance, including carrying out "mystery shopping exercises", to determine if ISPs are putting the code into practice and of the regulator finds that the voluntary approach is not effective it will consider introducing formal regulations. ISPs have been given six months to put the code into practice.

Ed Richards, Ofcom's chief executive, said the code is a significant step.

"Broadband is a thriving market in the UK. We want to encourage real clarity for consumers about the actual broadband speeds they can receive," he said.

The Internet Service Providers Association (ISPA) welcomed the code, to which it contributed, and urged its members to comply.

"ISPA encourages its members to display openness and transparency when dealing with their customers and believes the CoP supports this," said communications executive Matt Bailey.

Gavin Johns, managing director of broadband monitoring firm Eptiro said that the key feature of code is that it recognises the importance of all elements of broadband performance, not just price and speed.

"Line speed is just one indicator of broadband performance, but there are many measures of broadband performance," Johns said. "This is a positive move which will reduce consumers' over reliance on crude and unreliable speed tests, which do not take into consideration issues such as traffic management policies and congestion."

Bailey called on Ofcom to include mobile operators that provide broadband services, to ensure minimal confusion to consumers. Ofcom said that it will consider whether to extend the code or develop another to cover mobile broadband.

The current code of practice is available at www.ofcom.org.uk/.

Author: Simon Aughton