> even those expensive services with SLAs etc. very carefully define to what part of the connection such guarantees apply. That can be done with consumer broad

> even those expensive services with SLAs etc. very carefully define to what part of the connection such guarantees apply. That can be done with consumer broadband as well. The problem with current marketing practices (at least in this neck of the woods) is that you can have a defective line on the ISP's side of demarkation box or be renting defective equipment from them, and they will still try to deny responsibility. Then you have things like congestion. It may be mostly outside of the control of the ISP, yet it can still be estimated in order to ensure that marketing claims are in line with what is being provided. The list of reasons provided by the article just reeks of blaming the consumer. Sure, the ISP should not be responsible for the consumer's poorly configured networks or computers. On the other hand, they should be accountable for problems on their end or misrepresentation of service levels.