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ISPs must give consumers information on their likely broadband speeds early in the sales process, Panel says

15 May 2012

Responding to the publication of Ofcom’s mystery shopping research into the information internet service providers (ISPs) give consumers on broadband speeds, Communications Consumer Panel Chair Bob Warner said:

“ISPs must give consumers information on their likely broadband speeds early in the sales process, before any decision is made. Consumers can only make an informed choice if they can easily compare different packages and providers.

“There have been improvements in ISPs’ provision of information since 2009 when Ofcom introduced the Voluntary Code of Practice on Broadband Speeds, and it’s encouraging that some ISPs acknowledge that better training is needed for sales staff. Consumers should also consult the helpful new consumer guides from Ofcom.

“The Panel will monitor closely the outcome of Ofcom’s further action to improve the provision of broadband speeds information for consumers.”

ISPs must give consumers information on their likely broadband speeds early in the process (PDF 160KB, opens in a new window)

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