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04|12|08

New rules to help people baffled by broadband speeds - Ofcom publishes advice for consumers

A new Code of Practice through which internet service providers (ISPs) will give customers a true picture of likely broadband speeds at the point of sale comes into force tomorrow.

The voluntary Code, to which ISPs covering over 95 per cent of broadband customers have signed up, is designed to provide greater clarity for consumers and reduce the potential for consumers to be misled over the speeds they will be able to achieve from their broadband service.

Ofcom will monitor compliance over the next six months to ensure ISPs are honouring the commitments made signing up to the Code.

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.

A full list of ISPs that have signed up to the code can be found at www.ofcom.org.uk/broadbandcode.

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

A guide for consumers of what to expect from an ISP when taking a new home broadband service is also being published and provides troubleshooting tips if consumers are not getting the speeds expected.

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”.

Ends.

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