Statement published 1 March 2018
Broadband is an essential service for people and businesses, who increasingly rely on the internet for a wide range of activities.
The speed at which a broadband connection downloads data is an important factor when customers buy a broadband service. Customers therefore need realistic information, both at the point of sale and in their contract, about the broadband speeds they can expect to experience.
Ofcom already has codes of practice on broadband speeds for residential and business customers, which require signatories to provide customers with estimates of the speeds they are likely to receive at the point of sale. In addition, they give customers the right to exit their contracts, without penalty, if their download speed falls below a minimum level.
This document sets out our decisions on the changes to the codes of practice to improve the information provided to customers and strengthen customers’ rights to exit.