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ISPs falling short of guidelines for broadband speeds says Ofcom

According to research from the Telecoms regulator Ofcom, many ISPs are not complying fully with Ofcom’s code of practice on providing estimates of broadband speeds available to customers.

The research was carried out using mystery shoppers and found that 42 percent of broadband ISPs had to be prompted to be told what their line speed was likely to be.  As well as this, 74 percent of them were not told that their actual line speed may be below the maximum speed stated.

Despite these figures, Ofcom Chief Executive Ed Richards says that consumers are now receiving more accurate information at the point of sale about their broadband service.

Ofcom found that ISPs are using different methods for calculating and stating maximum line speeds available as well as giving line speeds in a wide range, which the regulator believes could make customers expect a speed higher than that available.

In light of the research, Ofcom intends to work closer with ISPs and agree on a consistent way to provide line speed details and general information about it.  It wants to amend the code so ISPs have to provide line speed details earlier in the sales process rather than near the end of it.

It also wants to discuss with ISPs the possibility of a new provision in the code that would allow customers to leave within their contract period without any penalties if the access line speed received by the customer is significantly lower than the estimate the ISP provided in the first place.

There has been plenty of publicity about broadband speeds being lower than those advertised for most people, but maybe the real question is whether it’s stopping them using the Internet effectively.

Full Ofcom Report