Telecoms best kept secret

What is it? It is that there are two web sites that provide consumers with quality of service indicators produced by the operators themselves. The one for fixed-line services, which is mandated by Ofcom, was launched in July 2006 and the one for mobile services, which is a voluntary scheme, commenced in August 2007.

The first is called Topcomm and the second is known as Topnet. TopComm is scheduled to publish data for Q3 and Q4 (July-Dec 2006) today, so this is a good time to highlight the site.

Well-intentioned and welcome though these initiatives are, there are a number of serious problems with these sites. Above all, they are very limited in their coverage of companies and in the information they provide.

Communications service providers are required to participate in TopComm only if they meet certain thresholds set out by the regulator, Ofcom. Providers who have at least £4 million in net revenues per quarter and 100 million minutes of calls handled to end-users per quarter fall within these thresholds. In the case of Topnet, only the four GSM network providers are involved. ‘3′ does not participate and neither does any mobile virtual network operator.

There is no price comparison data on either of the sites. Broadband services are not covered at all. In a converged and bundled world, sites dedicated to fixed line and mobile alone are something of an anachronism.

Clearly much more could be done. Meanwhile there is a dilemma. There is no requirement for providers to promote the sites and so far Ofcom has chosen to give very little coverage to the initiatives. Therefore the number of visitors is low and this in turn encourages the companies involved to argue that the information is not wanted or needed. Ofcom is likely to issue a consultation document on the whole subject and consumers will need to make their voices heard.