End users typically have limited visibility into internet performance

End users, or consumers, typically lack comprehensive visibility into the actual quality and reliability of their internet connectivity. ISPs usually do not provide this information transparently to end users. Even though consumers pay for internet service based on specific parameters, such as advertised connection speed, the ISP typically does not provide an easy means for the end user to verify whether they are indeed receiving the service as stipulated in their contract.

There are some tools available that consumers can use independently to gain some insight into their internet performance. For example, Ookla's Speedtest (www.speedtest.net) is a popular tool that measures the speed of an internet connection, typically to a server located in the user's country. These tests can help users determine whether their ISP is meeting their contractual obligations in terms of speed (one aspect of QoS), but they do not offer a comprehensive measure of the overall Quality of Experience (QoE).

Consequently, when consumers face internet issues, they have limited means to understand the root cause. They are mostly reliant on their ISP to identify and resolve the problem, often leading to prolonged downtimes and sub-optimal service. This lack of transparency and control can be a significant frustration for end users.