Media
regulator Ofcomhasannounced industry broadband rulestohelp
users baffled by promised web access
speeds.
Ofcom's
Code of Practice, by which internet service providers (ISPs)
will give customers a true picture of likely
broadband speeds at the point of sale, comes into force
today.
Ofcom research reveals that around a quarter of people said they
did not receive the speed they expected when they signed up for a
broadband service. The survey will be published in full in
early 2009.
Ofcom is also conducting research on the actual speeds obtained
by broadband customers and expects to publish initial results early
next year.
The Code of Practice is voluntary and is supported by ISPs
covering over 95% of broadband customers. Ofcom's code aims to
provide greater clarity for consumers and reduce the
possibility of
misleading consumers over broadband speeds.
Ofcom will monitor compliance over the next six months to ensure
ISPs are honouring the commitments they made when signing up to the
code.
Under the code, ISPs are required to:
- provide consumers at the point of sale with an accurate
estimate of the maximum speed that their line can support
- explain clearly and simply how technical factors may slow down
speeds, and give help and advice to consumers to improve the
situation at homeoffer an alternative package (if there is one)
without any penalties, if the actual speed is a lot lower than the
original estimate
- explain fair usage policies clearly and alert consumers when
they have been breached
Ofcom has published the
full list of
ISPs that have signed up to the Code.
A
guide
for consumers of what to expect from an ISP when taking a home
broadband service is also being published. It provides
troubleshooting tips if consumers are not getting the speeds
expected.
Ofcom chief executive Ed Richards said: "Ofcom welcomes the fact
that so many ISPs have signed and now implemented the Code of
Practice. Over 95% of broadband customers are covered by the Code,
which means that the vast majority of people should be confident
about the advice they receive on broadband speeds."
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