To address the continuous customer complaints, Ofcom now wants internet service providers (ISP) to completely disclose their proposed internet speeds.
Instead of advertising “up to” speeds, ISPs should reveal to their customers the guaranteed minimum internet speed to include the peak-time hours.
Since the beginning of the internet age, consumers have been complaining of getting less than what they’ve paid for. Instead of getting what they have been promised for, internet consumers feel that they are forced to experience inconsistently lower speeds, especially during the peak hours.
With the Ofcom’s latest proposal, it aims to give more power to the consumers by exiting a contract should the internet service provider failed to deliver its guaranteed minimum speed. Before sales, ISPs will be required to give a guaranteed minimum speed, including the expected connection speeds during peak times.
Gillian Guy, Citizens Advice chief executive believes that this new measure will improve ISP services and will enable consumer to have the power to hold broadband company accountable.
Guy also said, “Many people seek our help each year because of their slow and intermittent broadband service falls short of what their contract promised. For most people, a reliable broadband connection is a necessity, so when they don’t get what they’ve paid for they should always have a quick and easy way out of their contract.”
Ofcom’s proposed system will give a 30-day grace period for the internet service providers. If no improvement will be seen, consumers have the ability to leave the contract without charges. Ofcom is also looking to extend the rules to TV and phone subscription services.
A spokesperson of Ofcom, Lindsey Fussel, summed, “We want broadband shoppers to know what they’re buying, and what speeds to expect. So, we plan to close the gap between what’s advertised and what’s delivered, giving customers a fuller picture before they commit to a contract.”