PROBLEMS OF THE BROADBAND USERS IN UK

The broadband suppliers or Internet Service Providers in UK function in a highly competitive market environment. At the same time they have to perform within the regulations stipulated by OFCOM, the independent agency that monitor the situation. Internet users depend on internet service providers who fix the rates and conditions that are to be adhered by the parties concerned. It is claimed that UK consumers are enjoying the most economic rates in the continent. But that does not mean that the quality of service is also superior than in other countries. Major constraints of the broadband consumers are the speed of downloads and the quantum of data downloads allowed under the contact. The monitoring agency OFCOM receives several complaints from the consumers in this connection. OFCOM has directed that internet service providers should not advertise speeds which are not maintained by them. They conducted several surveys in various regions on the basis of consumer complaints. It is found that the internet service providers are not able to achieve advertised speeds in large number of cases, justifying the complaints from the consumers.

OFCOM studies revealed that certain agencies which have advertised 20Mbps speeds are actually providing only 6.8Mbps. Under such circumstances OFCOM directed that the agencies should advertise only the average speeds obtained by their subscribers. It is alleged that the broadband suppliers used the term “up to” when advertising the speeds of downloads. For instance, an agency which offers “up to” 20Mbps actually maintained the speed of 6.8 Mbps. The consumers take strong exception to this practice which they consider as a deficiency. The OFCOM stipulation came as a shot in the arm for consumers. In the case of unlimited broadband deals, consumers complain about the inadequate bandwidth supplied by the internet service providers. It is also alleged that the agencies choke the supplies very often starving their systems. But when faced with such allegations, the supply agencies maintain that the unlimited broadband supplies are subjected to ‘fair usage policy’ a term stipulated in the contracts.

The situation is very ‘fluid’. OFCOM on one side make use of their statutory powers to implement the regulations without flaws. Consumers in certain regions are able to secure relief to a great extent. Some of the service providers have improved the quality of service much to the satisfaction of their subscribers. However there are innumerable cases of inefficient services in all regions. Quality of service varies from agency to agency and locality to locality. A particular agency which maintains reasonable speeds in one locality fails to do so in another area. Now the industry leaders have come out with their resolve under the so called self regulation proposals that the term ‘up to’ cannot be considered as illegal or unfair if the maximum advertised speeds are offered to at least ten percent of the subscribers in the locality. They also maintain that broadband packages with data caps should be considered as “unlimited’ within the meaning of fair usage policy. This latest stand of the industry will definitely open a Pandora’s Box. The OFCOM will have to burn a lot of midnight oil in the coming days in order to streamline the systems.