Broadband providers urged to be more open with consumers on speeds

BROADBAND providers are being called upon to improve the information they give consumers about speeds during the sales process.

OFCOM has called on the companies to improve the information they give consumers.

A mystery shopping exercise by the communications regulator found TalkTalk and BT Total Broadband were significantly less likely than other providers to provide a speed estimate without prompting.

The compliance check with Ofcom’s voluntary code of practice on broadband speeds found information given to consumers has improved.

The code helps to make consumers aware of the broadband speeds they are likely to get on their line from an internet service provider before signing up to a service, with signatories committing to give maximum speed estimates in the form of a range as early as practicable in the sales process.

An estimate was given by the provider in 93 per cent of telephone inquiries, with 72 per cent giving the figure in the form of a range.

Overall, speed estimates were provided without prompting in 59 per cent of all calls despite the code requiring that the information should be volunteered as early as possible in the sales process.

Ofcom’s consumer group director Claudio Pollack said: “It is vital that as the choice of broadband services expands, UK consumers get the best possible information when choosing a broadband provider. Our mystery shopping shows that, while consumer information about broadband speeds has improved in important areas, there is still more to be done.”