2. Oftel Internet Forum – 23 rd March 2001 1 Trials and Tribulations of Internet Consumers Over the Last 3 Years Iain Begg Founder & Treasurer Another consumer rip-off? www.unmetered.org.uk

3. Oftel Internet Forum – 23 rd March 2001 2 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

4. Oftel Internet Forum – 23 rd March 2001 3 The Internet Consumers

5. Oftel Internet Forum – 23 rd March 2001 4 The Internet – the elements ConsumersConnectionInternet

6. Oftel Internet Forum – 23 rd March 2001 5 The Consumers Want the facilities Pay the money Want value for money They want no hassle

7. Oftel Internet Forum – 23 rd March 2001 6 The Internet e-mail Browsing Newsgroups Web hosting Chat

8. Oftel Internet Forum – 23 rd March 2001 7 The Connection Good and reliable access (Speed)

9. Oftel Internet Forum – 23 rd March 2001 8 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

10. Oftel Internet Forum – 23 rd March 2001 9 The Connection Development with the Internet Ordinary call (metered) 0845 (local) ‘Free’ Off-peak 24 / 7 Always on

11. Oftel Internet Forum – 23 rd March 2001 10 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?

12. Oftel Internet Forum – 23 rd March 2001 11 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

13. Oftel Internet Forum – 23 rd March 2001 12 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

14. Oftel Internet Forum – 23 rd March 2001 13 Organisations involved ASA (Advertising Standards Authority) Oftel The press (The Times) Office of Fair Trading Consumer Association BBC ‘Watchdog’ CUT

15. Oftel Internet Forum – 23 rd March 2001 14 Monthly Internet Costs Using Direct Connection

16. Oftel Internet Forum – 23 rd March 2001 15 The Internet - Issues What facilities are wanted? Are they clearly defined? –Are the limitations clearly defined? Are there alternatives? Are the facilities / conditions changing?

17. Oftel Internet Forum – 23 rd March 2001 16 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? ……

18. Oftel Internet Forum – 23 rd March 2001 17 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

19. Oftel Internet Forum – 23 rd March 2001 18 Possible Resolutions Leave it as it is Self-regulation (informal) Formal regulation –National or Europe-wide

20. Oftel Internet Forum – 23 rd March 2001 19 Summary 3 elements – consumer, connection, Internet –Lack of consumer orientation Issues and problems Possible resolutions

21. Oftel Internet Forum – 23 rd March 2001 20 Thank you www.unmetered.org.uk Iain Begg Founder & Treasurer