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Broadband speeds under scrutiny
Consumers not happy with ISP advertising...

By Tim Ferguson

Published: Wednesday 19 December 2007

Ofcom is being called on to introduce a code of practice for internet service providers (ISPs) around disparities in advertised and actual broadband connection speeds.

The code would establish agreed processes on providing customers with information on line speed during and after the sales process and give people flexibility to move packages.

According to the Ofcom-appointed Consumer Panel, there are concerns about many broadband subscribers getting lower speeds than expected.

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The Consumer Panel has held discussions with the UK's six leading ISPs to find out why actual and advertised broadband speeds don't always tally.

Colette Bowe, chairman of the Consumer Panel, has written to Ed Richards, Ofcom's CEO, about the regulator's potential role in creating such a code of practice.

The code of practice would require ISPs to explain factors affecting line speed to customers and advise of actual speeds when lines are activated.

If actual line speeds are significantly lower than advertised, customers should have a penalty-free option of moving to a different package or even to terminate their contract.

Bowe also requested that Ofcom makes information available to the public on its website on the technical issues that affect broadband speeds to assist customers on their choice of ISP.

Advertising is another area the Consumer Panel wants addressed and Bowe said she will request the Advertising Standards Authority to work with ISPs to make broadband speed factors more prominent in marketing.

In its response to the Consumer Panel recommendations, the Internet Service Providers' Association (ISPA) said: "ISPA supports clear and transparent advertising and suggests that consumers speak to their ISP or the ISP they are looking to subscribe to for the 'typical' speed the ISP can supply."

The statement added: "There are technical limitations on the performance of internet connections which are beyond the control of the ISP."

In his reply to Bowe's letter Ed Richards said Ofcom welcomes the contributions of the Consumer Panel and has already been looking at these issues.

He wrote: "Our initial proposals, on which we will be engaging with consumer groups and industry early in the New Year, are very much in line with the measures set out in your letter."