Pay back families for shoddy speeds, MPs tell broadband firms
FAMILIES cheated of internet speeds they were promised should be compensated automatically, a hard-hitting MPs’ report says.
Shoddy telecoms firms which fail customers are heavily under fire in the “Broadbad 2.0” report which criticises providers amid fears that insufficient speeds will damage the economy and not reach the Government’s minimum standard.
The British Infrastructure Group of 56 MPs wants automatic compensation for users who do not get the internet speeds for which they pay and urges Ofcom to get tougher with providers.
This year’s Digital Economy Act proposes a so-called “universal service obligation” minimum download speed of 10 megabits per second.
The MPs found as many as 6.7 million broadband connections may be failing to hit the target. And it is believed fewer than half of connections get the “superfast” speed of 24 megabits.
Ofcom has previously found 1.4 million people get download speeds below 10, while the Department for Digital, Culture, Media and Sport says millions have not signed up to superfast broadband.
However, MPs say data gathered by Ofcom does not distinguish between connections for customers not signed up to superfast broadband and those just not getting the right speeds.
They argue it is “almost impossible” to determine how many customers do not receive the speeds set out in their contracts.
Grant Shapps, who chairs the group of MPs, said: “Although broadband is increasingly considered to be an essential utility, the quality of customer services has simply not caught up with demand.
“It is unacceptable that there are still no minimum standards to protect customers from protracted complaints procedures and ensure that broadband providers are fully accountable.” Analysis by Ofcom in 2015 and 2016 suggested 40.8 per cent of connections reached speeds above the superfast threshold.
It also found more than three-quarters of premises could get superfast broadband.
But the cross-party report says it is “unacceptable” Ofcom has not considered automatic compensation for households that consistently get a poor service.
The MPs want Ofcom to produce better data on the take-up and availability of connections and consider legal rather than voluntary codes of practice.
The report says none of the major broadband providers currently signed up to Ofcom’s voluntary code could provide the group with details of their complaints procedures and the amount of compensation they pay.
An Ofcom spokesman said: “We’re already taking firm, wide-ranging action... including new plans for automatic compensation... and ensuring providers commit to accurate speed information.”
A Department for Culture Media and Sport spokesman said: “The universal service obligation... [is] a better offer than compensation as it places a legal obligation to deliver the speeds.”
‘Quality has simply not caught up’
MORE than 50 MPs have backed calls for better broadband coverage and suggested automatic compensation for families who do not get the internet speeds they have paid for. For the many homes where standards are not up to scratch this is a serious problem. It can also be a hindrance to rural business.
There is no excuse in a forwardlooking and technologically advanced country such as Britain for so many people to be missing out on a high-quality internet connection.
This is an increasingly important utility. MPs, providers and the regulator need to treat it as such.