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Entanet likens Which? campaign on broadband speeds to Fawlty Towers scene

2 April 2014

In the latest article published on its opinion website, leading wholesale connectivity services provider, Entanet, criticises consumer magazine Which? for its latest campaign to get ISPs to guarantee broadband speeds at the start of their contract, allow early termination without penalty and pay customers when speeds drop below what was promised.

In the article, Paul Heritage-Redpath, Product Manager at Entanet, draws comparison between the campaign and the famous scene from 1970s sitcom, Fawlty Towers, in which the eponymous hotelier thrashes his dysfunctional car with a stick.

Entanet points out that, as broadband services are always contended, no guarantee of speeds can be provided, except in the very broadest terms (e.g. that ADSL2+ download speeds will always be less than 24Mpbs and more than zero). The company adds that prices would inevitably rise if ISPs were expected to allow customers to exit contracts early without penalty. Finally, on the assertion by Which? that ISPs should fix problems as quickly as possible, Entanet states that while this is an obvious preference of customer and service provider alike, ultimately it’s Openreach that maintains the physical network on which all UK broadband connectivity depends and this directly affects the power of ISPs to hasten repairs.

Heritage-Redpath concludes by urging the consumer publication to take a leaf out of the books of Stephen Covey, author of The Seven Habits of Highly Effective People and ‘Seek First to Understand, Then to Be Understood’. “By focusing on the middleman not the provider in this chain, you run the risk of looking like Basil Fawlty, thrashing his car because it won’t go where he wants it to”. He adds that consumers are generally unwilling to pay the considerably higher costs of Ethernet to guarantee speeds. “Anyone can have a line with a guaranteed speed on it today…digging holes for it costs much more than consumers are willing or able to pay though.”

To read the article in full, please visit: Give us broadband speed guaranteed.