Voluntary code will regulate broadband speed

05 June 2008

Ofcom publishes voluntary code for ISPs

Ofcom has published a voluntary code to regulate the way that broadband speeds are advertised by internet service providers (ISPs).

The communications regulator wants companies to clearly advertise accurate estimates of the highest connection speeds that can be achieved so that consumers have all the information they need to buy the right broadband packages. It also wants the ISPs signed up to the code to ensure that customers are on the appropriate broadband packages.

Thirty seven ISPs, which in total supply internet to over 90% of all broadband customers in the UK, have signed up to the voluntary code.

The fixed line ISPs – ones which use cables to provide internet – have to take several steps as part of the voluntary code which include:

Providing consumers at the point of sale, whether in a shop, over the internet or on the phone, with accurate estimates of the maximum speeds achievable by the fixed line
Resolving technical issues to improve speed of connection
Offering customers the opportunity to switch to a lower speed package when they have previously been given inaccurate speed estimates
Ensuring sales staff have adequate understanding of the packages they are selling so they can inform the customers what the speed estimates mean
Providing customers with information on usage limits
Alerting customers when they have surpassed their usage limits

Ed Richards, chief executive at Ofcom, said: “Broadband is a thriving market in the UK. We want to encourage real clarity for consumers about the actual broadband speeds they can receive.

“This voluntary Code is a significant step in this direction,” he added.

Ofcom also announced that it would be undertaking “the UK’s most authoritative and comprehensive broadband speed survey” to identify how broadband performs across the country in relation to speeds that are advertised by ISPs.

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