Ofcom has issued new guidance to broadband providers to ensure consumers are given clear information about their service when signing up to a new deal.
The regulator has said broadband firms must now tell consumers about the network that underpins their broadband service and must only use terms that are clear and unambiguous.
It follows misuse of the term ‘fibre’ that has been used to describe both old and new networks. In future, Ofcom expects broadband providers will need to be clear about whether the network they use is a new ‘full-fibre’ network – with fibre all the way to a customer’s home – or a ‘part-fibre’, ‘copper’, or ‘cable’ network.
“Today’s guidance is designed to address customer confusion surrounding the different network technologies underpinning broadband services,” Selina Chadha, Ofcom’s 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.”
Ofcom says the term ‘fibre’ is being applied inconsistently by the telecoms industry and is often used to describe different types of networks, leading to confusion among customers.
In particular, some providers use the term ‘fibre’ which is ambiguous, as it could refer to a few different technologies, notably fibre to the cabinet (FTTC), fibre to the premises (FTTP), or cable technologies.
Ofcom research shows more than a quarter (27%) of broadband customers lacked confidence in understanding the language and terminology used by providers. Furthermore, only 46% of customers who reported being on full-fibre broadband were living in areas where it is actually available.