BT has been ticked off by the advertising watchdog for misleading people about how long it will be until they will get superfast broadband in their homes.
In a number of instances the checker gave an estimate as to when fibre optic broadband would be available in certain postcode areas, only for that estimate to be put back repeatedly.
Openreach, the wholesaler that is supposed to provide services to all the phone companies, argued that the dates had to change because of circumstances outside its direct control. However, the Advertising Standards Authority ruled that “although the original advertised dates were based on a likely estimated timescale to completion, the revised dates were likely to mislead consumers, because they were not based on an analysis of how long the delays might possibly take.
“We therefore concluded that the revised dates presented on both availability checkers were misleading.”
The advertising watchdog told Openreach to ensure estimated dates are more accurate and told BT Consumer not to display dates on its checker unless it could substantiate that Openreach was using a robust method to calculate those dates.
Andrew Ferguson, editor of website thinkbroadband.com, said the ruling was likely to lead to less information about the rollout of fast speed broadband. He said in areas where delays seem likely, either no date would appear when a postcode was checked or a simple “being worked on” message would appear.
“Estimates are nice to have, but our advice has always been to never place too much faith in them, certainly never move to an area based on estimate for a fibre rollout,” he said. “Only consider properties that have the service available to order today, or even better, a property where you can see it actually working.”
The complaint about the postcode checker highlights a longstanding problem with the relationship between Openreach and the phone companies themselves - including BT.
The Guardian has frequently been contacted by readers over the past few years who have had problems getting broadband to their homes, but cannot resolve the issues because they are unable to talk directly to Openreach.
The latest of these incidents comes from a couple who have been waiting more than two months for Openreach to connect them to the internet, despite the fact that their neighbours both have a line into their homes.
“Openreach has the monopoly for installing new lines and infrastructure and, like householders, rival internet service providers (ISPs) are obliged to wait until it’s got its act together before they can commence a service,” said the Observer’s agony aunt Anna Tims in her reply.
“Infuriatingly, customers have to rely on their service providers to liaise with Openreach on their behalf, since Openreach declines to deal directly with individuals.”
