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ISP O2 UK Says Misleading Customers on Speed is Unacceptable

Posted: 02nd Apr, 2010 By: MarkJ
o2Mobile operator and internet provider O2 UK has welcomed Ofcom's new review into broadband ISP speeds (here) and called for the industry as a whole to look at new ways of selling broadband. O2 recently came top in the J.D. Power and Associates 2010 Fixed Line and Mobile Broadband ISP Customer Satisfaction study (here).

Felix Geyr, O2's Head of Home and Broadband, said:

"We are already committed to only giving our customers what they can achieve through their broadband connection. If you can only get 6Mbps then we will only sell you our standard package. If you can get 20Mbps then you can choose from any of our packages. However, I do wonder whether it is time to review the way we sell broadband in general.

Misleading customers on speed is unacceptable. However, it may be time for the industry as a whole to look at what the best way to sell broadband is. As I said at the beginning I am not convinced that basing products on speed is the right thing to do anyway. It could be that in the future the broadband industry will have to change the way it packages broadband. Whatever that is will have to make packages clearer and more straightforward for customers."

Ofcom's testing revealed that many UK ISPs are only meeting some aspects of its Code of Practice (CoP) on broadband speeds and failing in other areas. The regulator is now proposing to toughen up the code or possibly even enforce mandatory changes if providers fail to agree.
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