(Images via FCC)
If your Internet provider has been giving you indigestion, the Federal Communications Commission would like to help you figure out why.
Monday morning, the FCC announced a set of optional labels — modeled after those you find on food packaging — that wired and wireless broadband services can use to spell out what they offer and what it’ll cost.
These labels, developed with help from the Consumer Financial Protection Bureau, are supposed to ensure that customers can’t be surprised by hidden fees and service limitations after they sign their service contracts. The labels are a good idea — but they leave out some key data points.
Transparency about data caps and hardware fees
The FCC’s two label designs — one for mobile broadband and the other for fixed residential service — strive to put the most important numbers up front in bold type.
“What we’re unveiling today is a simplified approach to the presentation of the core information that consumers need to make an informed purchase decision,” said FCC chairman Tom Wheeler as he introduced the labels Monday morning.
Beyond the digits you’d expect an Internet provider to trumpet in its own ads — how fast, how much a month — the labels break out data caps (and what happens if you exceed them) as well as add-on fees for things like renting a cable modem, “administrative” costs, and exiting a contract early.
Data caps like Comcast’s 300 GB “threshold” and hardware fees like AT&T’s mandatory $7 surcharge for its U-verse fiber service regularly draw complaints from consumers who didn’t know about them. (Providers are understandably reluctant to complicate their sales pitches with such details.)
The FCC’s labels could neatly eliminate such confusion — if Internet providers adopt them. The FCC’s incentive: Using the labels to spell out the workings of their services will put ISPs in compliance with the the transparency provisions of the net-neutrality rules the Commission adopted last year.
The labels also include details about the performance of wired and wireless broadband. But download and upload speeds and the responsiveness and performance metrics of latency and “packet loss” can vary widely in practice, especially with mobile connections.
(Image by Rob Pegoraro/Yahoo Tech)
What else we’d like to see on the label
These labels are certainly well-intentioned, but they fail to cover many of the broadband breakdowns that lead to horror-story headlines. If the FCC wants to provide fair warning of the customer-service debacles that can lead embittered broadband users to Google “Kylo Ren lightsaber rage GIF” before venting on social media, other data points might be worth spotlighting: