| In light of new guidelines due to be brought | | | | significantly lower than the speed originally |
| into force early in 2008, broadband providers | | | | quoted, the customer has the option of |
| could face legal action if they do not give | | | | switching free to a different package or |
| accurate information to customers when they | | | | backing out of the deal with no penalties |
| sign up. This welcome ruling was put into | | | | incurred. |
| motion by Ofcom, the technology watchdog. | | | | |
| | | | For most of the broadband users in the UK, |
| The rule mainly covers the question of the | | | | this ruling could not have come too soon. |
| connection speeds, which there has been some | | | | When Computeractive magazine did a study back |
| controversy over in recent months. It was | | | | in September 2007 it found that 62% of people |
| discovered that customers were paying for | | | | who used its speed-testing software were |
| speeds advertised as 'up to' 8MB, 16MB or | | | | getting less than half the speed advertised |
| even 24MB, when in some cases were only | | | | by their ISP. For example, on an '8MB' |
| getting perhaps a quarter of that. | | | | connection, the actual average speed is |
| | | | 2.7Mbps. That's just a third of the speed the |
| Providers argued that the 'up to' wording | | | | customer would be paying for. |
| indicated that the advertised speed were only | | | | |
| a maximum and not a guarantee, but Ofcom's | | | | It can sometimes make a difference if you pay |
| stance was that it was misleading, and there | | | | a higher price. cheap broadband packages tend |
| was too much difference between advertised | | | | to have a higher contention rate, which means |
| and actual. They have called for a 'typical' | | | | you're sharing your bandwidth with more |
| speed to be shown instead - much like the | | | | people and therefore getting a slower speed. |
| typical APR on credit cards. | | | | Paying a higher tariff can sometimes get you |
| | | | a lower contention, but you may need to ask |
| The new code states that broadband providers | | | | about this as not all providers advertise it. |
| must assess a customers line and give | | | | |
| accurate, clear data as to what speed they | | | | If you're unhappy with your current |
| can expect from their line, provide | | | | connection speed, try and wait until this new |
| information about things that can affect line | | | | ruling comes into force before switching |
| speed, and also contact them two weeks after | | | | ISP's. You may find you get a faster speed |
| the service installation to let them know | | | | and better deal. |
| what speed they are getting. If it's | | | | |