Slow broadband speeds

Consumers are sick and tired of dealing with slow speeds and poor customer service, and the biggest complaint seems to be advertised speeds not living up to reality. This is what you can do if you're faced with this problem.

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Broadband speeds are slower than advertised

This is an industry-wide problem that BroadbandChoices.co.uk is campaigning against. Industry watchdog Ofcom is also monitoring the problem, but it seems every ISP is culpable. In essence, you’re not alone. Because distance from the exchange, contention and traffic management all slow you down, you should be aware that you’ll never get the full advertised speed. However, if you feel that your broadband speed is unacceptably slow there are some steps you can take.

What to do?

Use a credible speed tester to check your speeds. You can download a user friendly version through BroadbandChoices.co.uk or ThinkBroadband.com.

If you have checked your speed and don’t feel that it’s satisfactory, you need to get in touch with your provider. You may want to start by calling customer service. Stay calm on the phone and make meticulous records of the first and last name of the person you talk to, the date and time of the call and the details relayed to you by the customer service representative.

Find out if there is anything that your ISP can do to improve your speed, such as upgrading your modem or getting a technician to check your line.

If things don’t improve, use the records you’ve kept to put your complaint in writing. Photocopy or save a copy of the letter before you post it and put it in a folder with your other notes. Double check the address you are sending the letter to so it arrives at the correct department. Be sure to add a paragraph which says you expect a written response from the company in no less than 30 days.

You can also learn more about your consumer rights by reading this article in Computer Active Magazine.

Legal stance

If the official complaints procedure does not work or you are still unsatisfied with the service from your ISP, you can take the company to the small claims court under the Supply of Goods and Services Act. Damages you may be entitled to receive include: switching fees refunded, compensation for the time your connection was down and compensation for poor customer service.

But be sure to remember that suppliers have a loophole for service speeds - which are advertised as “up to” when describing the service.

This means they are not actually guaranteeing the speed. Eventually, ISPs will have to become more accurate in this area but for now it seems they are legally covered. But that doesn’t mean that you don’t have the right to take them to court if you feel their side of the contract has been breeched.

The cost to go to small claims court is around £30 but you can lose more than just your money taking this route. You can waste lots of valuable time and end up losing the case in the end anyway. In that instance you may also have to pay the company’s legal fees as well.

On the other hand, most suppliers won’t want to contest contractual issues in a small claims court. And most suppliers won’t want to set a precedence for this kind of case so you might be able to settle out of court.

Slow speeds

There are several reasons why you might be experiencing slow speeds and not all are down to poor service. Your supplier is likely to tell you it’s due to your phone line, software on your computer or a laundry list of other reasons but even if they can’t help there are some things you can do to boost your speed.

Upgrade your package

As a last ditch effort you always have the option to upgrade your existing package or switch to another provider which offers faster speeds top speeds. But bear in mind that theoretical speeds become harder to deliver the higher they go. On our speed tester, Virgin Media (www.VirginMedia.com) regularly has the most consistent speeds.

In conclusion

If you have exhausted all amicable ways to boost your broadband speed or improve your service, begin the official complaints procedure with your ISP, keeping detailed records. Draft a letter to your ISP and post it, including a paragraph asking that your complaint be responded to in writing within 30 days. If you cannot resolve the problem, consider going to a small claims court but remember that ISPs do not guarantee speeds within a contract.

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