Consumers failing to receive the high-speed broadband services they paid for at the time of subscription
July 12, 2007 at 12:23 pm
In a worrying development, a survey by Moneymarket.com has revealed that almost 20% of broadband customers are not receiving the high-speed internet services that they paid for when subscribing. Internet speeds were found to be markedly below the levels advertised by providers, leaving many consumers cheated. Rural subscribers, who tend to live further away from the exchanges that deal with internet traffic, have been particularly hard hit. On the other hand, the report found that urban broadband users were more likely to receive the high-speed services they paid for. Slow connections prevent consumers from taking advantage of the benefits of broadband services, namely the ability to rapidly download television shows, movies and music. Britain’s broadband problem is particularly shameful given the fact that connection speeds are already slower in the United Kingdom compared to countries in continental Europe. In France, for example, 24MB packages are the norm.
Subscribers to Sky’s broadband services were particularly upset over the quality of services they received. Its popular ‘up to 16MB’ service should in theory provide subscribers with high-speed connection and download services. However, in practice, some 78% of consumers had connections speeds of only half the advertised level. Sky has also been criticized for failing to provide consumers who have reported faulty connection speeds with adequate help. A similar fate was in store for subscribers of broadband services offered by BT, Orange, Tiscali and TalkTalk. As if to add insult to injury, individuals who call up company help lines are often required to pay fees of up to 25p per minute.
Sadly, many individuals are unaware of the fact that their internet connections are running at speeds which are below those advertised. As such, consumers are often willing to fork out the high fees associated with these services. Providers however, are often aware of the fact that their services are not up to scratch. It is true that part of the problem lies with the quality of the technology available today and limited levels of investment in infrastructure. Telephone systems were not designed to efficiently deal with the high-speed ADSL technology that allows for broadband internet connections. Currently, broadband providers have to employ ‘technological workarounds’ using phone cables rather than a system which is designed exclusively to provide high-speed connection services.
Whilst there is no doubt that this is a clear case for intervention on the part of the UK’s Advertising Standards Agency, until tighter legislation has been put into place, it is necessary for consumers to deal with matters themselves. In particular, it is essential to look around for a provider that has a history of offering honest services. Consumer organizations such as Which? can provide you with unbiased information on the matter.
