| Advertised speed versus actual speeds Advertised speed versus actual speeds.
There are some ISP's out there that advertise 'Up To' speeds. But really get ticked when the customer threatens to pay for 'Up To' their actual speeds.
From England. A code of conduct for ISP's. Think of it as truth in advertising.
»www.ofcom.org.uk/telecoms/ioi/copbb/copbb/
Definitions of Speed
15. It is useful to distinguish between different definitions of speed that are used in the Code.
1. headline or advertised speed - This is the speed that ISPs use to describe the packages that they offer to consumers. They are often described as ‘up to’ speeds but these are often only a guide as to the speed an ISP can provide and at what price.
2. access line speed - This refers to the maximum speed of the data connection between the broadband modem and the local exchange or cable head end. This constitutes the maximum speed a consumer will be able to experience.
3. actual throughput speed - This is the actual speed that a consumer experiences at a particular time when they are connected to the internet. This figure is often dependent on factors such as the ISP’s network, its traffic shaping and management policy, the number of subscribers sharing the network at the same time and the number of people accessing a particular website.
4. average throughput speed – This is an average of actual throughput speed for each different broadband product offered by an ISP.
1st Principle: Training
23. The ISPs must use their best endeavours to procure that all of their representatives (including all of their officers and employees and any agents or sub-contractors) involved in selling or promoting their broadband services are trained appropriately and that they have sufficient understanding of the products and services they are promoting and selling.
2nd Principle: Information at point of sale
26. It is an essential cornerstone of the Code that consumers can make informed decisions and choices about the type of service they are likely to receive upon and after entering into any service contracts with the ISPs.
27. To achieve this Principle in action, the ISPs must use their best endeavours to procure that all of their representatives (including all of their officers and employees and any agents or sub-contractors) take the following steps to ensure that accurate and meaningful information on broadband speeds is provided to all consumers before they enter into any agreement.
# Provide all consumers within the sales process, with information on their estimated access line speed, regardless of whether this is conducted over the phone, in a retail shop or through the ISP’s website.
# Provide a facility on their website so that consumers can find out, in a clear and easily accessible manner, what their estimated access line speed is. ISPs should ensure that access line speed information is given due prominence on the line checker speed results webpage (this is the page on which a consumer’s access line speed estimate is generated following the input of a consumer’s postcode and/or landline number). For example, ISPs should underline or embolden the estimated figure.
3rd Principle: Accuracy of information on access line speed provided by ISPs
28. Another important principle of the Code is that the information initially provided by the ISPs to consumers remains as accurate as possible.
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Consumer Rights is more than just a suggestion. |
