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05|12|08

Broadband speed code

Consumers will now get more accurate information about broadband speeds thanks to a new code of practice.

ISPs covering over 95 per cent of broadband customers have signed up to a new Ofcom voluntary code, which comes into force on 5 December.

By signing up they’ve agreed to provide customers with a clearer picture of likely broadband speeds at the point of sale.

Ofcom will monitor ISPs over the next six months to make sure they are sticking to the code.

Fair usage

Under the code, ISPs are required to:

• provide consumers at the point of sale with an accurate estimate of the maximum speed that their line can support;
• explain clearly and simply how technical factors may slow down speeds and giving help and advice to consumers to improve the situation at home;
• offer an alternative package (if there is one) without any penalties, if the actual speed is a lot lower than the original estimate; and
• explain fair usage policies clearly and alert consumers when they have been breached.

New Ofcom research due to be published in full in early 2009 reveals that around a quarter of people said that they did not receive the speed they expected when they signed up for a broadband service.

Ofcom research

In association with research partners Samknows Ltd and GfK, Ofcom is also conducting research on the actual speeds obtained by broadband customers and expects to publish initial results early next year.

Ofcom Chief Executive, Ed Richards 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.'

Has your ISP signed up to the code?

Read our consumer advice guide on broadband speeds

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