Ofcom updates ISP rules to give customers more accurate broadband speeds

Customers in the UK will be given far more accurate indications of their broadband line speeds by their ISP and more power to take action if promised speeds are not delivered, following an update to a regulator’s code of practice.

Ofcom, the UK’s communications regulator, has proposed changes to its voluntary code of practice for residential broadband speeds to benefit customers and give them a better indication of the service they can expect to receive.

Customers should be provided with a personal estimate of download speed during the signup process with a new ISP, which reflects the 20th and 80th percentile speeds that could be available, as well as a Minimum Guaranteed Access Line Speed (MGALS). This reflects the service that the slowest 10 per cent of similar users receive, and gives customers with consistent performance issues an out if their speeds frequently fall below the MGALS.

Ofcom’s rules are targeted largely on connection types where performance may be variable, such as older copper line ADSL and hybrid FTTC services that are shaky due to poor quality wiring, external interference and damage and long copper lines.

The changes proposed would see ISPs provide this information at point of sale and reflect speeds that might be expected in peak times (8-10pm for residential customers and 12-2pm for business) and strengthen the “right to exit” if speeds fall below a guaranteed level.

They would also apply to “all broadband technologies”.

Signatories to Ofcom’s Code will be required to test speeds on a statically meaningful panel of customers.
A consultation on these new guidelines is due to run until 10th November 2017, with a formal update to Ofcom’s rules to arrive in early 2018.

Ofcom announced a new Voluntary Code of Practice for businesses last year that mirrored their residential policy, with many commentators expecting a similar update to the organisation’s business guidelines to come soon.