Ofcom calls for clarity on fibre terminology

Ofcom has issued new guidance to broadband providers, requiring them to tell consumers about the network that underpins their service using only clear and unambiguous terms.

Going forwards broadband providers must be clear about whether the network is a full fibre network, or a part-fibre, copper, or cable network. Ofcom states that the term fibre should not be used alone due to ambiguity.

It also recommends that beyond clarifying terminology, a more thorough explanation should be given in an accessible form that is easy to understand.

This information must be given to consumers before they purchase a broadband service, regardless of whether they sign up in person, over the phone or online.

This follows research from Ofcom that more than a quarter (27%) of customers lacked confidence in understanding the language and terminology used by providers.

Only 46% of customers who reported being on full fibre broadband lived in areas where it is available.

Selina Chadha, Ofcom’s Director of Connectivity, said: "By requiring clear, straightforward information on network technologies, consumers will have a better understanding of the characteristics of their broadband service, so that they can compare services more easily and choose the best one to meet their needs."

Tom Williams, CEO and Co-Founder at Lit Fibre, said: "Too often the speed and quality of internet services fall well short of what customers should expect, in part through misinformed choices when buying. The result is that households up and down Britain are overpaying for services that they are not getting which is unfair and makes life harder every day.

"We believe that consumers deserve the right to make informed decisions, and these guidelines will help the industry as a whole.”