Consumers confused about broadband terminology, says watchdog

27 April 2023, 09:27

Broadband survey
Broadband survey. Picture: PA

Ofcom said that access to the internet seems to be ‘plateauing’.

Ofcom has said that many consumers are “confused” about the words used to talk about broadband provision in the UK.

At a meeting of the Communications and Digital Committee at the House of Lords on Tuesday, the telecoms watchdog was asked about the “take up” of broadband following the increase in full fibre network rollout.

Ofcom’s director of telecoms consumer protection Cristina Luna-Esteban said: “What we have found is that many consumers don’t actually understand what is the benefit of full fibre to them and they’re confused sometimes about the terminology.

“What are these different packages? (Are) all fibres… all the same?”

She added: “We expect that switching between different types of fibre providers, different types of technologies will make it so much easier for customers, so that will also help take up.”

The comments follow Ofcom urging broadband providers to better promote bargain deals for low-income households after finding millions could be missing out.

On Monday, the watchdog said more than half of low-income households do not know about cheaper broadband and phone deals, known as social tariffs.

Lindsey Fussell, group director for networks and communications at Ofcom, also told the committee that around 7% of households in the UK do not have access to the internet – compared to 11% before the pandemic.

She added: “(It) now seems to be plateauing. When we ask people why? They say well, around 70% of them say ‘Well, it’s because I can’t see any reason why I would need to go on the Internet’.

“Around 20% say ‘it may be to do with affordability’ and around 20% say ‘it’s too complex’.”

She added that a lot of people also have a “lack of skills and confidence, because perhaps they can’t afford the same devices as others”.

When asked about the trade-offs with having broadband as a formalised utility, Ms Fussell also said she sees the telecommunications service as “essential”.

She added: “I think there are all sorts of protections in the broadband and mobile space, which aren’t available to us as consumers in others.”

Ms Fussell also said: “I think it wouldn’t be right to think about ourselves as regulating broadband in the same way as we do water and electricity and that’s precisely because these are industries that have grown through technological innovation.”

By Press Association

More Technology News

See more More Technology News

Molly Russell

Meta and Pinterest understood to have made donations to Molly Russell charity

TikTok is set to be banned in the United States later this week unless a buyer emerges.

Trump grants TikTok another extension, avoiding US ban, as he says deal to sell app is 'very close'

A TikTok logo on a phone

Q&A: Will TikTok be banned in the US this weekend?

TikTok logo on a phone

Trump says TikTok deal ‘very close’ as deadline looms

A child’s hand pressing a key of a laptop keyboard

Charity ‘appalled’ at reports online safety laws could be cut for US trade deal

School children during a Year 5 class at a primary school

Education Secretary: More men needed in classrooms to be positive role models

Games controller

Cult classic Shenmue named most influential game of all time in Bafta poll

Alliance MP Sorcha Eastwood (PA)

Parents crying out for online regulation, MP Eastwood says

TikTok is set to be banned in the United States later this week unless a buyer emerges.

Amazon makes last-minute bid to buy TikTok as deadline looms

Nintendo Switch 2

Everything you need to know about the Nintendo Switch 2

The Nintendo Switch 2 will release on June 5, 2025

Nintendo Switch 2: Exciting reveal, but why is it more expensive here?

A Nintendo Switch 2

Nintendo confirms Switch 2 will launch on June 5

Tesla dealership damage

Tesla sales tumble to weakest since 2022 amid Musk backlash

The Nintendo Switch 2

Nintendo reveals release date for long-awaited Switch 2 console

Roblox has introduced a slew of new safety features.

Gaming platform Roblox adds slew of safety fixtures for parents to monitor their children’s accounts

Meta's decision to change its content policies was heavily criticised by online safety experts (PA)

Majority oppose Meta’s rollback of safety rules, charity says