May 16, 2022
Under Ofcom’s voluntary Broadband Speeds Code of Practice, providers must provide customers before they sign up with expected peak time broadband speeds and a minimum guaranteed speed.
If the broadband speed experienced by the customer drops below the promised level due to a problem on the provider’s network, providers have 30 calendar days to improve performance. If the provider does not fix the issue within this time, the customer may terminate their broadband contract without paying any early termination fees.
Ofcom’s recent report on broadband speeds has found that customers are generally being given clear and realistic broadband speed information before they sign up with a provider. Most speed issues are being resolved by providers within the required 30 calendar days. Where issues cannot be fixed within this time, a small number of customers are exercising their termination right or taking up alternative plans.
Ofcom has also identified areas for improvement. Speed information for cable and full-fibre technologies needs to improve, particularly as full-fibre networks are being rolled out more widely and the increasing complexity of broadband service offerings.
Separately, Ofcom is consulting on amendments to the Broadband Speeds Code of Practice. Proposed amendments include updating the residential and business codes to align the definition of a “bundle” with Ofcom’s revised General Conditions of Entitlement, which will take effect from 17 June 2022.
Ofcom says that aligning the Broadband Speeds Code of Practice with the General Conditions will create consistent rules governing bundles and who they apply to, improving outcomes for customers and making it easier for broadband providers to implement.