FCC Okays Casual Chit-Chat for Broadband Sales Labels
Published Date: 8/13/2026
Rule
Summary
In this document, the Federal Communications Commission (Commission) eliminates or modifies certain broadband label requirements to ensure that consumers have clear, accurate, and concise information when shopping for broadband plans. Specifically, the Commission enables providers to describe label information in a natural, conversational style over the phone; simplify fee presentation to avoid clutter; remove outdated information from the label; use links or icons at point-of-sale to avoid unwieldy amounts of information that can overwhelm consumers; and eliminate requirements that go beyond our mandate. At the same time, the Commission ensures the labels remain accessible to people with disabilities, and that labels are displayed in the same language(s) used when marketing a service.
Analyzed Economic Effects
6 provisions identified: 5 benefits, 0 costs, 1 mixed.
Phone sales: conversational label summaries
When you buy broadband by phone, sales reps may speak in a natural, conversational way instead of reading the full label word-for-word. During the call the rep must orally summarize these label fields: monthly price (including monthly fees and any introductory rate and its duration), typical download and upload speeds, latency, data allowance, contract term duration if applicable, and early termination fees if applicable.
Passthrough fees: use 'up to' or totals
Providers may show passthrough fees as a single maximum "up to" amount or as the exact total for a specific location instead of itemizing every location-specific fee. If a provider uses an "up to" amount, the label must break that total into (1) maximum governmental passthrough fees and (2) maximum non-governmental, third-party passthrough fees, list the types of fees that may be included, and direct consumers to a web page with clear descriptions of each fee type.
Point-of-sale and portal links allowed
Providers may use a prominently placed link or icon at the point of sale and in customer account portals instead of showing the full broadband label. Any link or icon must connect directly to the specific plan's label, appear close to the advertised plan, and be clearly identified so you can access the label without extra searching or address entry.
Labels must remain accessible and multilingual
The Commission keeps the rules requiring labels to be accessible to people with disabilities and to be displayed in English and any other language(s) in which a provider markets its services in the United States and its territories. Providers must ensure labels are compatible with assistive technologies such as screen readers.
Remove expired Affordable Connectivity Program info
Providers no longer must include information about the Affordable Connectivity Program (ACP) on broadband labels; the Order notes the program ended on June 1, 2024. The Commission removed this label requirement to avoid confusing consumers about an expired program.
Providers no longer must archive old labels
Providers are no longer required to archive broadband labels for at least two years after a plan is no longer offered to new customers. The Commission removed the two-year archiving requirement, saying other records (service agreements, bills) and investigative tools remain available.
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Key Dates
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