Trials and Tribulations of Internet Consumers Over the Last 3 Years www.unmetered.org.uk Trials and Tribulations of Internet Consumers Over the Last 3 Years Another consumer rip-off? Iain Begg Founder & Treasurer Oftel Internet Forum – 23rd March 2001

Oftel Internet Forum – 23rd March 2001 Overview The simple Internet users (Consumers) The Internet connection (Telco) The Internet itself and its provision of facilities (ISP) The start of CUT Definitions Issues Problems, with examples Possible resolutions Oftel Internet Forum – 23rd March 2001

The Internet Consumers Oftel Internet Forum – 23rd March 2001

The Internet – the elements Consumers Connection Internet Oftel Internet Forum – 23rd March 2001

Oftel Internet Forum – 23rd March 2001 The Consumers Want the facilities Pay the money Want value for money They want no hassle Oftel Internet Forum – 23rd March 2001

Oftel Internet Forum – 23rd March 2001 The Internet e-mail Browsing Newsgroups Web hosting Chat Oftel Internet Forum – 23rd March 2001

Oftel Internet Forum – 23rd March 2001 The Connection Good and reliable access (Speed) Oftel Internet Forum – 23rd March 2001

The Consumers therefore: Want the Internet facilities Need the connection Pay their money Want value for money Want reliability and assurances of a good service Oftel Internet Forum – 23rd March 2001

The Connection Development with the Internet Ordinary call (metered) 0845 (local) ‘Free’ Off-peak 24 / 7 Always on Oftel Internet Forum – 23rd March 2001

The Connection - Issues What type of phone call and rate? Included with the ISP cost? Is there an unmetered element? Are public holidays cheap rate? Is it a special Internet deal? Is it restricted to any particular ISP? Oftel Internet Forum – 23rd March 2001

Oftel Internet Forum – 23rd March 2001 How CUT started Pre-CUT First BT bill over £300 – over 6x (1996) Videotron / Direct Connection (1996) ‘Free’ off peak cable  cable connections Cable & Wireless Communications (1998) Attempts to remove unmetered service Internet used for organising campaign Oftel Internet Forum – 23rd March 2001

Oftel Internet Forum – 23rd March 2001 CWC Issues Removing key unmetered service Increasing call charges Discriminating against Internet calls Misleading advertising & information Making things difficult with ISP Complicated and dubious contractual issues e.g. Insufficient notice Badly informed Customer Services Oftel Internet Forum – 23rd March 2001

Organisations involved ASA (Advertising Standards Authority) Oftel The press (The Times) Office of Fair Trading Consumer Association BBC ‘Watchdog’ CUT Oftel Internet Forum – 23rd March 2001

Monthly Internet Costs Using Direct Connection Oftel Internet Forum – 23rd March 2001

Oftel Internet Forum – 23rd March 2001 The Internet - Issues What facilities are wanted? Are they clearly defined? Are the limitations clearly defined? Are there alternatives? Are the facilities / conditions changing? Oftel Internet Forum – 23rd March 2001

The Internet - Problems What is free, and what is extra? Are there cut-off times? What actually is 24 / 7 ? What is ‘unlimited’? What is ‘net abuse’? How are the consumers protected? …… Oftel Internet Forum – 23rd March 2001

Oftel Internet Forum – 23rd March 2001 Industry-wide issues Consumer-level standards Better consumer protection Better control (licensing?) Data Universal Service Obligation Price control (cost-based) Non-discrimination Co-ordination of development Frequent reviews and up-dates Pro-active regulation & legislation Oftel Internet Forum – 23rd March 2001

Oftel Internet Forum – 23rd March 2001 Possible Resolutions Leave it as it is Self-regulation (informal) Formal regulation National or Europe-wide Oftel Internet Forum – 23rd March 2001

Oftel Internet Forum – 23rd March 2001 Summary 3 elements – consumer, connection, Internet Lack of consumer orientation Issues and problems Possible resolutions Oftel Internet Forum – 23rd March 2001

Oftel Internet Forum – 23rd March 2001 www.unmetered.org.uk Thank you Iain Begg Founder & Treasurer Oftel Internet Forum – 23rd March 2001