Four out of ten Europeans households are buying “bundled” internet, phone and TV services from a single provider, a new Eurobarometer survey shows. The survey also found that 65% of people limit their mobile phone calls because of cost and that calls over the Internet are becoming increasingly popular. The E-Communications Household Survey was carried out between 9 February and 8 March 2011 using a sample of 27,000 households that are representative of the EU population.
One in four respondents considered that their internet download/upload speeds do not match the conditions of the contract they signed (a problem also identified in the Commission’s net neutrality Communication – see IP/11/486) and one in three said they have experienced connection breakdowns. New EU legislation applicable from 25th May 2011 requires service providers to give customers comprehensive and accurate information in advance – before they sign a contract – on minimum service quality levels including actual connection speeds and possible limits on internet speeds (see MEMO/11/319). The Commission is currently investigating broadband speeds and other transparency and quality of service issues (see IP/11/486).
Neelie Kroes, European Commission Vice President for the Digital Agenda, said: “Consumers are telling us loud and clear that they are worried they are not getting the internet speeds and quality of service they have been promised. National authorities must take appropriate measures to ensure that operators respect new EU rules requiring to them to be transparent on connection speeds and service quality. If this should not be sufficient, I would not hesitate to take further action in the form of more prescriptive guidance, or even legislation if it is needed”. Here to read more.