Broadband users must be told ‘peak time’ speeds

BROADBAND users will have to be told the “rush hour” speeds of internet packages before they purchase them under proposals from Ofcom. The measures could be in place by next year and are designed to reduce a widespread mismatch between what customers expect and what they receive.

Regulators have said that consumers must be able to compare average and minimum internet connection speeds experienced by other households in similar areas.

Customers who then find they do not receive the minimum speed offered at the point of purchase will be entitled to leave their contract at any point, without penalty. The proposals for stricter standards are the latest in a string of victories for The Daily Telegraph, which has fought for national improvements to internet connection through our “Better broadband” campaign.

Lindsey Fussell, Ofcom’s consumer group director, said: “We want broadband shoppers to know what they’re buying, and what speeds to expect. So we plan to close the gap between what’s advertised and what’s delivered, giving customers a fuller picture before they commit to a contract. We’re also making it easier to walk away from a contract, without penalty, when companies fail to provide the speeds they promise.”

Gillian Guy, chief executive of Citizens Advice, said: “Many people seek our help each year because their slow and intermittent broadband service falls short of what their contract promised. For most people, a reliable broadband connection is a necessity – so when they don’t get what they’ve paid for they should always have a quick and easy way out of their contract.

“These changes are an important step in giving consumers more power to hold their broadband provider to account for poor service.”

Earlier this year the Committees of Advertising Practice launched a crackdown on broadband adverts, which will ensure at least half of customers can receive advertised speeds. It came after complaints that the rules, which let firms advertise speeds received by the top 10 per cent of customers, were misleading. Matt Hancock, the digital minister, said: “In the past, too many people haven’t been getting the speeds they thought they signed up for, and I’m pleased this is being put right.”

At present customers are shown a range of speeds they might expect during the course of an average day. But under the new rules they would be shown a minimum “guaranteed” peaktime speed, as well as a typical range of average expected speeds.