UK ISP's in trouble over advertised Speeds

Hogzy

Broadband customers will be able to cancel their contracts without paying a penalty if they are not getting the speeds advertised, under a new code of practice.

Technician works on broadband cables

Broadband providers often advertise a top speed that only a few customers can get

Watchdog Ofcom introduced the guideline after finding that although broadband speeds were increasing, the gap between actual download rates and the advertised speed has widened.

The regulator's research showed that although UK broadband speed increased by 27% since April 2009 the average consumer received less than half their advertised speed.

For the three-quarters of the UK receiving DSL broadband services, where data is sent through copper cables originally designed for telephone calls, the disparity was even worse.

Ofcom found advertised DSL speeds of 20-24Mbit/second provided an average speed of just 6.5Mbit/second.

In response, Ofcom updated its voluntary code of practice, which was signed by all the major internet service providers (ISP), to ensure a fairer and more transparent system.

Laptop user

Ofcom is pushing for an opt-out clause so customers aren't left disappointed

Ed Richards, chief executive at Ofcom, said: "Actual speeds are often much lower than many of the advertised speeds which makes it essential that consumers are given information which is as accurate as possible at the point of sale; this is what the new code is designed to deliver."

Currently broadband services are advertised with "up to" maximum speed figures.

However, very few customers ever receive the top level of performance.

Therefore, Ofcom wants ISPs to publish a "typical speed range" alongside the headline figure to give potential customers a better real world understanding of the service on offer.

Robert Hammond, from campaigners Consumer Focus, said: "If consumers pay for a Ferrari-style internet service, they should not get push-bike speeds.

"Broadband users should get what they pay for."

Reacting to the research, BT said it already gave customers an accurate estimation of the speed specific to their line - but vowed to go even further in improving its predictions.

Ofcom's report also revealed average urban broadband services were twice as fast as those in rural areas; 5.8Mbit/second compared with just 2.7Mbit/second.

Source

Hope to god its followed here!!!

Cantona's Collars

If it was brought in just imagine how many people would have grounds for cancellation.The term "up to" regarding speed is a great ass covering tool for isp's.

Richard tea

Its all well and good getting to opt out of contract but who would you go to next. Its not likely they will be any better than your original provider. Ive have accepted now that my download speed drops from 650Kbps during the day to about 100Kbps during the evenings & weekend:(

Hogzy

Richard tea wrote: »

Its all well and good getting to opt out of contract but who would you go to next. Its not likely they will be any better than your original provider. Ive have accepted now that my download speed drops from 650Kbps during the day to about 100Kbps during the evenings & weekend:(

The ISP's will eventually have to change their marketing. The last thing they want is people to f off

MitchKoobski

From working for one of them, I can honestly say the amount of people who complain about not gettin 24 mbps download speed is ridiculous. Sometimes giving them an average speed of even 7 or 8 mbps just isn't possible due to the state of the phone line. Apart from actually putting brand new phone lines down theres not much they'll bother doing.
Anytime someone complained about their speed being too low, and it was below 3 mbps during off peak hours, if tech support couldn't increase the speed or change the profile then they would let the customer leave the contract without paying a fee.
Have to say though, 'advertised speeds' is a bit vague.

Hogzy

MitchKoobski wrote: »

From working for one of them, I can honestly say the amount of people who complain about not gettin 24 mbps download speed is ridiculous. Sometimes giving them an average speed of even 7 or 8 mbps just isn't possible due to the state of the phone line. Apart from actually putting brand new phone lines down theres not much they'll bother doing.
Anytime someone complained about their speed being too low, and it was below 3 mbps during off peak hours, if tech support couldn't increase the speed or change the profile then they would let the customer leave the contract without paying a fee.
Have to say though, 'advertised speeds' is a bit vague.

I think what would be fair is to advertise average speeds and point out that the speeds advertised are average. Completely fair. Because not even 5% of customers can get 24mb's anyways

MitchKoobski

Hogzy wrote: »

I think what would be fair is to advertise average speeds and point out that the speeds advertised are average. Completely fair. Because not even 5% of customers can get 24mb's anyways

I usually just give them the average speed anyway as an example. However if you started giving out an average in advertisements, each advertisement would have to be for a specific area or the advertisement would have to explain that the quality of the line means the speed can differ greatly. The advertisements should take into account how old the lines were etc.
The majority of the lines in the UK are line places by BT years ago, before anyone even dreamed of broadband. Bt don't want to pay the money to replace them because it would take months to replace them all, leading to complaints about loss of service and so on.
I would much rather that the Terms & Conditons on these contracts explain that the speed can differ due to:

• Distance from the exchange
• Quality of the line
• Peak times
• Exceeding download limits

Something along the lines of "For more information about the broadband speed, see terms and conditions." TalkTalk have a feature on their website where you can enter your postcode or phone number and get back an estimated speed for your line. It's not perfect, but every company should be implementing something like that.

Cabaal

To be honest once the actual physical limitations are explained to somebody when it comes to broadband speeds alot of people actually accept it, yeah it sucks but physics plays a part

watty

Discussed many times. Some interesting reading:

http://www.boards.ie/vbulletin/showthread.php?t=2055981258

http://www.boards.ie/vbulletin/showthread.php?t=2055957006

http://www.boards.ie/vbulletin/showthread.php?t=2055877147

http://www.boards.ie/vbulletin/showthread.php?t=2055929645


A year ago:
http://irelandoffline.org/2009/08/a-broadband-code-of-conduct-for-ireland/

ISPs are "in trouble" here over two years ago. But Comreg has enforced nothing, Irish Consumer association silent and ASAI not only has not even slapped wrists but approved totally misleading adverts that were challenged, purely on submission from Advertiser without any independent unbiased advice.