Ofcom Wholesale Fixed Telecoms Market Review - Which? response

Summary:

1. Which? believes that digital infrastructure that delivers good quality connectivity is essential for consumers, particularly as people's lives are becoming more and more reliant on being connected to perform everyday tasks such as banking, shopping and streaming. The Coronavirus outbreak has further emphasised the importance of consumers having access to good quality connectivity.
2. Which? welcomes the consideration being given by Ofcom as part of the “Wholesale Fixed Telecoms Market Review” in terms of the actions it can take to encourage large-scale deployment of new fibre networks and bring more competition to the market, which will benefit consumers.
3. Which? does not have the relevant expertise to comment on all of the proposals contained in the review to support the supply of fibre connections and to ensure their availability in different geographic areas. However, we believe that the demand for these connections is a critical part of the picture, and is not being given enough consideration.
4. Ensuring demand for these new services will ensure that consumers are able to take advantage of the benefits these faster, more reliable, connections offer. Importantly, it will also help ensure returns on the investment being made by providers, lowering risk. Therefore, Which? has called on the Government to establish a ConnectivityTaskforce to advise on the best approach for stimulating demand for these new connections.
5. As part of the demand side picture, careful consideration must be given how to encourage consumers to engage in this market and overcome the barriers they face which constrain their engagement with the broadband market. These barriers could impact on the extent to which consumers decide to take these more reliable, full fibre, connections.
6. Ofcom must also ensure that the switching process put in place to move between internet service providers, and different infrastructure providers, is designed in the best interests of consumers, and is clear and transparent. Furthermore, as the rollout of fibre progresses, it will become ever more important to retire the copper network. It is crucial that consumers are protected as part of this and that none are left behind -in particular, consideration must be given to the price of these services when customers are forced to migrate to fibre and those vulnerable customers who may require additional support.