According to a report, Australian ISPs are under-promising and over-delivering with speeds 102 percent of what they’re advertising.

The report from the Communications Alliance shows an increase to 102 percent in delivered speeds from 99 percent in the previous quarter.

Under-promising and over-delivering leads to more customer loyalty than not meeting expectations.

John Stanton, Communications Alliance CEO, said:

“The service providers achieved an average of 102.28% of their advertised speeds (excluding the one provider that does not advertise typical busy hour speeds).

This is an excellent result – up from 99.9% in the previous quarter – and shows that customers are receiving the service performance that has been promised and they have purchased.”

Until recently, over-promising and under-delivering have been a cause of many complaints in the UK as providers would provide “up to” speeds that were rarely met in real-world conditions.

A change to advertising rules back in May now means ISPs in the UK must advertise the average speed available to at least 50 percent of users at peak time.

Mr Stanton expressed disappointment that the ACCC chose again to report only against ‘maximum’ speeds, rather than also including advertised speeds:

“This is unfortunate, given that the ACCC has issued guidance – and providers have entered enforceable undertakings in accordance with it – that providers should not make claims around maximum plan speeds, and instead should advertise based on information about ‘typical busy hour speeds.”

The six providers included as part of the Communications Alliance’s report delivered between 82.1 and 88.4 percent of the maximum plan speeds during peak hours.

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