Ofcom says firms must tell customers real internet speeds
Broadband firms must tell their customers the real internet speeds they will get, under new rules laid down by Ofcom.
The watchdog says providers are selling services based on the maximum speeds possible – even though users rarely experience these in reality.
Instead of fobbing customers off with these theoretical speeds, companies must declare just how slow the internet is likely to become during ‘peak’ times.
The edict by the telecoms watchdog is one of a series of changes designed to ‘strengthen the hand’ of ordinary customers.
Broadband firms must tell their customers the real internet speeds they will get, under new rules laid down by Ofcom. This will give customers realistic information ahead of signing contracts
Firms will also have to guarantee a minimum speed the broadband will not fall below, as well as spelling out this information in adverts and contracts.
This means that customers will have access to much more realistic information before they sign on the dotted line.
Ofcom also wants to make it far easier for users to end contracts that do not come up to scratch.
Customers whose internet speeds are slower than those they have paid for will be able to ditch their provider mid-contract.
The broadband provider will get one month to improve, but if it fails the customers will be able to quit the contract free of charge.
Lindsey Fussell, Ofcom’s consumer group director, said: ‘We plan to close the gap between what’s advertised and what’s delivered, giving customers a fuller picture before they commit to a contract. We’re also making it easier to walk away from a contract, without penalty, when companies fail to provide the speeds they promise.’ While customers currently do have a right to ditch their service free of charge if speeds are not good enough, firms have an unlimited amount of time to try to put things right.
They will now have a time limit to take action. What is more, disgruntled customers who have taken out combined packages – bundling their broadband together with a phone and pay TV for example – will be able to get rid of the whole lot in one go.
The rules are enshrined in Ofcom’s ‘code of conduct’ for broadband suppliers, which has been signed by every one of the major networks.
Yesterday, consumer groups welcomed the plans.
Gillian Guy, chief executive of Citizens Advice, said: ‘These changes are an important step in giving consumers more power to hold their broadband provider to account for poor service.’
The change comes as anger grows among internet users, many of whom claim that there is a mismatch between what they are told and what they actually get.
Shockingly, most broadband services never get up to the top speeds they advertise.
And during peak times – between 12pm and 2pm for offices and 8pm and 10pm for households – four out of the five biggest providers run around a fifth slower than the top speeds they boast.
The only major provider to surpass its top speeds was Virgin Media, which runs on its own network. However, it suffered a considerable slowing down during peak times.
Speeds also vary hugely depending on the sorts of connections people have to their buildings, and how far they are from the nearest telephone exchange.
Ofcom said: ‘Speed is one of the most important factors in choosing the right broadband deal.
‘So customers should be told before they buy a package what speed they are actually likely to experience at peak times.’