Oftel Internet Forum – 23rd March

20011

Trials and Tribulations of Internet Consumers Over the

Last 3 Years

Iain BeggFounder & Treasurer

Another consumer rip-off?

www.unmetered.org.uk

Oftel Internet Forum – 23rd March

20012

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

20013

The Internet Consumers

Oftel Internet Forum – 23rd March

20014

The Internet – the elements

Consumers

Connection Internet

Oftel Internet Forum – 23rd March

20015

The Consumers

• Want the facilities• Pay the money• Want value for money• They want no hassle

Oftel Internet Forum – 23rd March

20016

The Internet

• e-mail• Browsing• Newsgroups

• Web hosting• Chat

Oftel Internet Forum – 23rd March

20017

The Connection

• Good and reliable access• (Speed)

Oftel Internet Forum – 23rd March

20018

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

20019

The ConnectionDevelopment with the Internet

Ordinary call (metered)

0845 (local)

‘Free’ Off-peak

24 / 7

Always on

Oftel Internet Forum – 23rd March

200110

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

200111

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

200112

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

200113

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

200114

Monthly Internet Costs

0

5

10

15

20

25

MonthlyCost

£

1996 Videotron 1998 CWC 2001 NTL(Proposed)

Phone

ISP

Using Direct Connection

Oftel Internet Forum – 23rd March

200115

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

200116

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

200117

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

200118

Possible Resolutions

• Leave it as it is

• Self-regulation (informal)

• Formal regulation– National or Europe-wide

Oftel Internet Forum – 23rd March

200119

Summary

• 3 elements – consumer, connection, Internet– Lack of consumer orientation

• Issues and problems• Possible resolutions

Oftel Internet Forum – 23rd March

200120

Thank you

www.unmetered.org.uk

Iain BeggFounder & Treasurer