Tuesday, March 1, 2011

Concern at broadband speed claims

Ofcom is seeking to stop internet service providers from advertising unrealistic broadband speeds.

Currently most ISPs advertise services as 'up to' a certain speed - for instance, 20Mbps (megabits per second).

But Ofcom's latest research finds that very few consumers actually get these headline speeds.

"There is a substantial gap between advertised speeds and the actual speeds people get in their homes," Ofcom chief executive Ed Richards told the BBC.

"The chances of someone receiving the advertised headline speed are fairly remote," he said.

"We would like to see clearer information provided to consumers which more accurately reflects the likely speeds they will actually receive," he added.

Ofcom's latest research into broadband speeds found that just 14% of customers on 'up to' 20Mbps services received speeds of over 12Mbps, while 58% averaged speeds of 6Mbps or less.

Consumer confusion

Cable and fibre services fared better, with 92% of Virgin Media customers on an 'up to' 50Mbps service averaging 45.6Mbps.

Its lower 10Mbps service saw average speeds of 9.6Mbps.

BT's Fibre-to-the-Cabinet technology, which is currently available to 15% of UK homes, has an average of 31.8Mbps on the 40Mbps service.

Unrealistic broadband speeds has long been an issue for consumer groups, who say such advertising is adding to consumer confusion over net services.

"Broadband speeds are a major source of dissatisfaction for UK broadband customers," says Michael Phillips, product director at comparison site Broadbandchoices.

"We have been pushing for 'typical speeds' to be made the gold standard for speed measurement since 2007 - in the same way that banks use 'typical' APR percentages."

The Advertising Standards Authority is looking into the issue.

Ofcom is recommending that ISPs use Typical Speed Rates (TSR) to avoid confusing consumers.

It has set guidelines for these speeds. It recommends that ADSL services currently advertised as 'up to' 20Mbps (megabits per second) be changed to a TSR of between 3 and 9Mbps.

Digital exclusion

BT is not impressed with Ofcom's idea.

"We have real concerns with their approach. Broadband speeds vary from line to line and so it is meaningless to use one speed for advertising. That is why we use the term 'up to'," said John Petter, managing director of BT Retail.

He said he thought such a policy "would encourage digital exclusion rather than tackle it".

"Enforcing typical speed ranges is also dangerous as it could encourage more ISPs to cherry pick customers who will increase their average, leaving customers in rural and suburban areas under-served," he said.

PlusNet defended its current advertising.

"We offer customers a personalised speed range.

"This is confirmed at application and then again once a customer has had their broadband service fully installed - we are completely honest with customers about the speeds they will receive," said chief executive Jamie Ford.

Virgin Media, which fared the best in the speed tests, welcomed the news: "Ofcom's latest report is yet another damning indictment that consumers continue to be treated like mugs and misled by ISPs that simply cannot deliver on their advertised speed claims," said Jon James, executive director of broadband at Virgin Media.

Andrew Ferguson, editor of broadband website ThinkBroadband, said using average speeds could encourage mediocrity.

"Providers who now go all out to get the best speeds could give up and make do with the average," he said.

He added that there was "no such thing as an average" because the speed of a connection depends on so many factors, including home wiring, the applications being used and where in the UK people live.

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PS3 imports banned in patent row

European customs officers have been told to seize all shipments of PlayStation 3s (PS3), following a patent row between Sony and LG.

LG has won a 10-day import ban on the games consoles from the civil court of justice in the Hague.

The long-running dispute between the two tech firms centres around the playback facility for Blu-Ray discs.

Custom officials in Holland have already seized tens of thousands of PS3s, according to reports.

Experts say that the ban, if extended, could affect the stock available in shops within three weeks.

LG claims that Sony PS3s infringe a number of patents relating to the playback of Blu-Ray discs.

It is also seeking a ban in the US and has filed a complaint with the US International Trade Commission (ITC).

The stakes are very high for LG, said patent solicitor Michael Coyle, of law firm Lawdit.

"It will have to pay an astonishing amount of money if a judge rules that its patent is invalid. When a firm seeks to have goods seized they make an undertaking to pay for storage and compensation," he said.

Patent rows between technology firms are nothing new but tend only to be played out among big firms with deep pockets.

"Patents are very subjective so a patent claim is very risky," said Mr Coyle.

The LG Sony row has a strong element of tit-for-tat.

In December, Sony filed a complaint against LG, seeking its own import ban on a list of mobile phones, saying they breached Sony phone patents.

Neither firm wanted to comment on the dispute.



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Google to restore missing Gmails

Google has apologised to customers who found their Gmail inboxes empty after accounts were accidentally wiped clean.

It said that the e-mails were "never lost" and that "things should be back to normal for everyone soon".

Many of the missing e-mails are backed up on tape, hence the delay in restoring them, the search giant said.

It blamed a software bug for the incident and said just 0.02% of Gmail customers were affected.

Initially it had said that less than 0.08% of its 170 million users had been affected.

"I know what some of you are thinking: how could this happen if we have multiple copies of your data, in multiple data centres?" asked Ben Treynor, Google's site reliability czar, in the firm's official Gmail blog.

"Well, in some rare instances software bugs can affect several copies of the data. That's what happened here," he added.

He said that Google backs up data on offline tapes, which are protected from software bugs.

"But restoring data from them takes longer than transferring your requests to another data centre, which is why it's taken us hours to get the e-mail back instead of milliseconds," he said.

"Thanks for bearing with us as we fix this, and sorry again for the scare," he signed off.



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