Code demands ISP speed accuracy
Updated on 07 June 2008
Internet service providers will need to give more accurate information about the speed of their broadband under a new voluntary code of practice.
The code aims to give consumers greater clarity over their broadband packages and follows widespread concerns that many pay for high speeds that they never receive.
Ofcom, which published the code, said its own research had shown that consumer satisfaction with internet service providers (ISPs) had fallen over the last year.
The communications regulator said 32 ISPs, covering more than 90% of broadband users, had agreed to honour "both the letter and the spirit" of the code to ensure customers were paying for the speed they received.
Ofcom also announced it was to carry out the UK's most comprehensive broadband survey to compare actual performance with the speeds advertised by ISPs.
Under the new code, ISPs have to give customers an accurate estimate of the maximum speed that their line can support at point of sale, whether they are selling the deal in the shop, over the internet or on the phone.
They must also resolve technical issues to improve speed and offer customers the choice to move on to a lower speed package when their estimates are inaccurate.
All sales and promotion staff must have a proper understanding of the products they are selling so they can explain the speed estimates to their customers.
Staff will also have to tell customers about usage limits and alert them to any breaches.
Ofcom has urged all fixed-line ISPs to sign up to the code and to adopt it in full within six months of signing.
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