Ofcom's advice on your next step

The Internet -
Broadband Speeds

There are a number of reasons why broadband speeds can vary. One main reason is that for most broadband customers the maximum speed available declines the further you are from the telephone exchange. Other factors which can affect broadband speeds include the quality of the customer’s line, the capacity of the ISP’s network, the number of subscribers sharing the network, and the number of people accessing a particular website.

For more information on broadband speeds, take a look at Ofcom’s consumer guide: http://www.ofcom.org.uk/advice/guides/bbspeeds.pdf

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Please note: We do not investigate individual consumer complaints. However, we record and monitor complaint levels. If we identify an area of concern we may raise the matter with the management of the company directly.

The information you provide will be used for monitoring purposes. We will not respond to you about your individual complaint.

Ofcom has recently published a voluntary Code of Practice for fixed-line ISPs that requires them to provide customers with an accurate estimate of maximum line speed at the point of sale. For further information on the Code of Practice, including a plain English summary and FAQs, and to find out which ISPs have signed up, please click the link below.