New guidance from Ofcom on the information that broadband providers must supply to customers about the underlying technology employed on their network came into force on 16 September 2024.

The guidance followed a consultation that closed at the end of last year (on which we commented here) in which Ofcom sought views about its proposals to improve the information available to consumers to help them make more informed choices. In particular, Ofcom noted that the term ‘fibre’ was being applied inconsistently by the telecoms industry and was often used to describe different types of networks, leading to confusion among customers.

To address this confusion, Ofcom has issued guidance requiring broadband providers to provide certain information to consumers before they agree to purchase a broadband service. In particular, broadband providers must:

• Provide a short description of the underlying technology of the network delivering the broadband service (a) at the point of sale on their website; (b) in the ‘Contract Information’, regardless of whether the sale is online, over the phone or otherwise; and (c) in the Contract Summary, again irrespective of the sales channel.
• Ensure that the short description of the underlying technology in the Contract Information or Contract Summary uses one or two terms that are “clear and unambiguous”, such as ‘cable’, ‘full-fibre’, ‘copper’, or ‘part-fibre’;
• No longer use the term ‘fibre’ on its own when describing the underlying technology. As Ofcom explains, “this would mean, for instance, that ‘full-fibre’ (or a similar term) is only used to describe networks which use fibre-optic cables all the way 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”.
• Provide a more detailed explanation (for example via a link) of the underlying technology in a form that is accessible and easily understood.

To read the Guidance in full, click here.