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Many people do not get the
speeds they expect
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New rules on broadband speeds
Friday, 05 December 2008
Garnet Roach garnet@consumerchoices.co.uk
Consumers will be better informed about the speed of their broadband connection under new rules which came into force today.
ISPs covering 95 per cent of broadband users have signed up to Ofcom’s new voluntary code to give customers a clearer idea of the speeds they're likely to receive at the point of sale.
According to early results from Ofcom research, almost a quarter of broadband customers do not get the speed they were expecting when they signed up.
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"Over 95 per cent of broadband customers are covered by the code"
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Ed Richards, Ofcom chief executive, said: “Ofcom welcomes the fact that so many ISPs have signed and now implemented the Code of Practice.
“Over 95 per cent of broadband customers are covered by the code which means that the vast majority of people should be confident about the advice they receive on broadband speeds.”
Under the code, ISPs will be required to:
- Provide customers with an accurate estimate of the speed their line can support - at the point of sale
- Explain clearly and simply how technical factors might reduce speed, and offer advice on how to improve this
- Offer a different package, where one is available, without penalties, if the actual speed is far lower than the original estimate
- Clearly explain fair usage policies and inform customers when they have been breached
Michael Phillips, BroadbandChoices.co.uk product director, welcomed the new Code of Practice but said that more needed to be done to genuinely improve the customer experience.
“Broadband has become so much more affordable in recent years - and as such has become an essential part of daily life,” he said. “However, despite falling costs and increasing broadband speeds, many people are still unhappy with their broadband service - especially those living in rural areas or not yet connected to an LLU exchange, who often have to pay more money for an inferior service.
“Directing ISPs to offer lower speed packages for customers unable to achieve the speed they were sold sounds good in principal but it’s important to note that many ISPs only have a single speed offering across their different packages. To that end customers will be forced to grin and bear it or switch to an alternate supplier,” concluded Phillips.
He also called on Ofcom to address “misleading advertising claims”, suggesting that providers advertise broadband speeds in the same way that loans are advertised, detailing a “typical speed achieved”.
Related article - Boost your broadband speed.
Find the cheapest broadband at BroadbandChoices.co.uk.
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