Ofcom puts forward customer communication proposals

Under the guidance, published today (8 March), broadband providers would only be able to use the terms ‘fibre’ and ‘full-fibre’ on their websites and in contracts if their network uses fibre-optic cables all the way from the exchange to the home. Customers would also be given a short description of the type of broadband network technology they are signing up to.

It comes after Ofcom research found only 46% of customers who reported being on full-fibre broadband were living in areas where it’s available. Additionally, 27% of broadband customers lacked confidence in understanding the language and terminology used by providers. 

It also found that, when choosing a broadband service, 53% would find it useful to have a short description of the underlying technology used to deliver their services.  

Ofcom’s director of connectivity Selina Chadha said: “It’s vital that customers are provided with the right information to help them choose the best broadband service for them. But some of the industry jargon used to describe the underlying technology supporting their broadband service can be unclear and inconsistent, meaning customers are left confused. 

“So today we’re proposing to introduce new guidance to ensure that broadband firms give clearer, straightforward information about their services – making it easier for people to take advantage of more reliable, and potentially higher speed technology, as it becomes available.”