Broadband is an essential service for people and businesses, who increasingly rely on the internet for a wide range of activities. Speed is an important factor when consumers 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.
Ofcom already has codes of practice on broadband speeds for residential and business customers, which require signatories to provide consumers 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 speed falls below a minimum level.
We are proposing to strengthen the current codes to improve speed estimates provided at the point of sale, after sale and in customer contracts and to enhance customers’ right to exit. These changes would also ensure the codes apply to all technologies used to deliver broadband.
This document outlines our proposed changes to the current codes. We invite comments on the proposals from all interested parties.