Statement: Improving broadband information for consumers

Statement published 13 December 2023, updated 6 December 2024

The way fixed broadband services are delivered is changing. The coverage of gigabit-capable networks is increasing across the UK, and these new networks are co-existing with older networks.

Throughout this transition, one of our priorities is to make sure consumers are treated fairly, which includes ensuring they are empowered to make choices that are right for them. In that context, it is particularly important that consumers have sufficient and useful information to choose their broadband service.

In March 2023, we consulted on proposals to improve the information available to consumers, and published research which found that when choosing a broadband service, some people would find it useful to have information about the underlying technology used to deliver their services.

This statement sets out our decisions to help consumers make more informed choices. It explains why we think broadband providers should tell people about the underlying technology used to deliver their service. It also sets out how and when providers should share this information. 

New guidance for fixed broadband providers

Alongside the statement, Ofcom has issued guidance to ensure providers give consumers this information in a clear and unambiguous way. This guidance applies for providers in relation to the information they must provide to ‘relevant customers’, before the relevant customer enters into a contract for an electronic communications service, or in the contract itself.  For this purpose, ‘relevant customers’ are Consumers, Microenterprise or Small Enterprise Customers, and Not-for-Profit Customers. For more information on these definitions, please see the General Conditions. 

In summary, the guidance sets out that:

• Providers should give a short description of the underlying technology of each fixed broadband product offered at point of sale on the website, in Contract Information and in the Contract Summary, using one or two terms that are clear and unambiguous, such as ‘cable’, ‘full-fibre’, ‘copper’ or ‘part-fibre’.
• The use of the word ‘fibre’ on its own for describing the underlying technology is ambiguous, and therefore should not be used to describe the underlying technology.
• Providers should give a more detailed explanation of the underlying technology (for example through a link) so that consumers can understand what it means for them. It should also be given in a form that is accessible and easily understood.

Underlying technology information should be given to consumers irrespective of how they sign up for a service. Under our guidance, those signing up online will be given this information on the broadband provider’s website. Those purchasing a service over the phone or face-to-face will be provided with this information in the Contract Summary and in the contract itself. A Contract Summary with key information on the service must be provided before the customer confirms the purchase.

Overall, we consider that requiring the provision of information on the underlying network technology is sufficient to meet our policy objectives and it is not necessary to specify how fibre terms are used in other contexts, such as in product names.