Telecoms | UK Regulatory Outlook March 2023

Ofcom consults improving broadband information for customers

Ofcom is proposing new guidance through consultation to ensure that broadband providers give clear information to customers on the technology used in their broadband connections.

Ofcom research found that less than half of customers who reported being on a full-fibre broadband service lived in areas where it was actually available. Just over a quarter of customers lacked confidence in understanding the terms used by broadband providers. The research also suggested that the majority of customers would find it useful to be provided with a description of the underlying technology used to deliver their services.

The consultation sets out the regulator's proposals to help customers make more informed choices when it comes to broadband products and services. Broadband providers can only 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 will be given a concise and clear description of the type of broadband network technology they are signing up to.

The consultation is due to close on 3 May 2023 and Ofcom aims to publish its findings later this year.

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