Consumers signing new mobile phone and broadband contracts will now know, before they sign, the type of technology a company is using in providing the relevant services.

Under new Ofcom guidance, consumers must be told, in clear language about the technology underpinning a phone or broadband service.

Full-fibre networks are currently being deployed at pace.  Therefore customers can choose from a range of network technologies for their broadband service. However, the term ‘fibre’ has previously been applied inconsistently by the telecoms industry and is often used to describe different types of networks, leading to confusion among customers.

Now, broadband providers need to be unambiguous about whether their network is a new ‘full-fibre’ network – with fibre to a customer’s home – or a ‘part-fibre’, ‘copper’, or ‘cable’ network. Providers will no longer be able to use the term ‘fibre’, on its own to describe the technology.

What is the type of information provided?

Specifically, providers should:

  • give a short description of the underlying network technology of each broadband product using one or two unambiguous terms. For example: ‘cable’, ‘copper’, ‘full-fibre’ or ‘part-fibre’. These descriptions should be offered at the point of sale on the website, and before the final purchase in contract information, and in the contract summary;
  • do not use the term ‘fibre’, on its own, to describe the underlying broadband technology. ‘Full-fibre’ (or a similar term) is only used to describe networks that use fibre-optic cables from the exchange to the home. Similarly, ‘part-fibre’ (or a similar term) would describe those services with a fibre-optic connection from the local exchange to the street cabinet and then usually a copper wire connecting the street cabinet to the customer’s home; and
  • give a more thorough explanation of the underlying broadband technology – for example through a link – so that consumers can understand in more detail what it means to them. This information must be provided in an accessible form that is easy to understand.

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