The voluntary Code, to which ISPs covering over 95 per cent of broadband customers have signed up, is designed to provide greater clarity for consumers and reduce the potential for consumers to be misled over the speeds they will be able to achieve from their broadband service. Video briefingSource: Ofcom press releaseOfcom will monitor compliance over the next six months to ensure ISPs are honouring the commitments made signing up to the Code.
Under the Code, ISPs are required to:
- provide consumers at the point of sale with an accurate estimate of the maximum speed that their line can support;
- explain clearly and simply how technical factors may slow down speeds and giving help and advice to consumers to improve the situation at home;
- offer an alternative package (if there is one) without any penalties, if the actual speed is a lot lower than the original estimate; and
- explain fair usage policies clearly and alert consumers when they have been breached.
