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Ofcom code to provide clarity over broadband speeds from ISPs

Manoj Solanki, Monday June 9, 2008 - 11:04 AM

Ofcom recently announced a code of practice which aims to provide clarity on broadband speeds available to a customer.

The new code has been in response to a fall in customer satisfaction over the past year, despite initial signs that satisfaction may have been improving after reaching the lows of 2006, where the number of complaints soared.  However, back then this was mainly due to issues such as the length of time to get connected and poor customer service.

Over the past year, the attention has been drawn to actual broadband speeds available to a customer.  Ofcom wants to ensure that customers are not misled or misinformed when they choose their broadband package, as advertised headline speeds are higher than users receive in practice.

In particular, Ofcom wants fixed-line ISPs to provide customer with an accurate estimate of the maximum speed that the line can support, and also support customers by resolving technical issues to improve speed and offer customers the option to move onto a lower speed package if appropriate.

Ofcom says some 37 ISPs, which cover about 90 percent of all broadband customers, have already signed up to the code. These include AOL, Be Broadband, BT, Eclipse, O2, Sky, TalkTalk, Tiscali and Virgin Media.  Some of the ISPs that are signed up however, were already providing estimates of line speeds available to customers.

Ofcom will monitor compliance to the code through mystery shopping exercises to determine if ISPs are sticking to the letter and spirit of the code.  If the voluntary approach isn’t effective in addressing the issues of the code, Ofcom may consider introducing formal regulations.

A new speed survey will also be conducted by the Telecoms regulator to identify the actual performance of broadband connections across the UK.  The survey will be done over a six month period, involving tens of millions of speed tests.

Ed Richards, Ofcom’s Chief Executive, 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.”

 


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