Broadband speed action demanded

The Ofcom Consumer Panel has called for action to be taken on the issue of the difference between theoretical broadband speeds and those achieved in practice.

In a letter to industry watchdog Ofcom, the panel demanded regulations to ensure ISPs make factors that affect broadband speeds more obvious to consumers.

Consumers should also be able to change ISP without penalty if they cannot achieve speeds close to that promised when they signed the contract with the provider.

ISPs tend to use the phrase 'up to' before stating the speed of packages in their advertising but many consumers find that they are unable to get anything like these speeds.

Often factors such as the distance a property is from the nearest telephone exchange, the quality of the telephone line and electrical interference can have a detrimental effect on broadband speeds.

Colette Bowe, chairman of the Ofcom Consumer Panel said: "We would like to see Ofcom leading discussions with industry to produce an enforceable code of practice that would be mandatory for ISPs.

"This code would establish agreed processes to give the customer the best information during and after the sales process, and to give them flexibility to move freely to different packages that reflect the actual speeds with which their ISPs are able to provide them," Bowe continued.

The panel contacted several UK ISPs about this issue earlier this year and has also written to the Advertising Standards Authority to request stricter guidelines for adverts placed by ISPs.

The panel also suggested that Ofcom should make information about broadband speeds and the factors affecting them on its website.

"This information would help consumers understand the technical issues affecting their broadband speeds, and over which they have control. It would also provide quality of service information to assist in their decision over which ISP to opt for," said Bowe.

But analyst Michael Philpott of Ovum said that rather than focusing on speeds, the broadband industry in the UK should put a greater emphasis on service.

"A more sensible outcome would be for ISPs to recognise that enough is enough and that their customers just do not like the 'up to' concept when it comes to broadband access, and therefore perhaps it is time for a new tariff scheme altogether," said Philpott.

Richard Mason of moneysupermarket.com said: "Providers need to give clear and transparent advice to customers, including outlining factors that could reduce the speed of their connections. It's about time other providers followed suit and it's down to Ofcom to enforce this."

www.ofcomconsumerpanel.org.uk
www.ofcom.org.uk
www.asa.org.uk
www.ovum.com

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