Consumer Focus is today calling on all broadband providers to follow the lead of Virgin Media by agreeing to publish details of the typical average speed customers receive each month.1
In response to new figures showing consumers are confused and frustrated by misleading broadband advertising, Robert Hammond, Head of Post and Digital Communications at Consumer Focus, said:
“Consumers are rightly sick and tired of seeing adverts for supposedly superfast broadband only to sign up and discover they are getting nowhere near those speeds. It is simply wrong that providers are promising speeds that only a fraction of their customers can actually use.
“It is time for broadband providers to stop hiding behind headline grabbing promotions and come clean. Providers need to be honest and transparent about the speeds customers receive – only then will people know if they are getting a fair deal.”
Consumer Focus is also urging broadband customers to check the speed they are receiving through an independent website and compare it to what they are paying for. They should also work out what they actually use the internet for and make sure they are not paying for speeds they won’t ever need.
If people are unhappy with their broadband speeds, they should consider switching provider2, where possible, and complaining to the Advertising Standards Authority if their actual speed is slower than what was advertised when they signed up.
ENDS
Notes to editors:
- Virgin Media has agreed to publish each month the average speed that a representative random sample of 66% of its customers receive across a 24 hour period.
- Recent new rules mean that people can leave their broadband contract within the first three months without penalty charges if their maximum line speed is significantly below the estimate they were given when they signed up and the ISP cannot solve the problem. After this time, people may face early termination fees if they try to leave their contract early.
- For details on average actual speeds compared to advertised speeds for different providers, see recent Ofcom research here.
- Think Broadband and ZDNet both have a broadband speed tester on their websites:
- Consumers can search for the best deals at these Ofcom accredited price comparison sites Broadband Choices, Simplifydigital, Broadband.co.uk and Homephonechoices.co.uk
- Consumer Focus is the independent champion for consumers in the UK. Consumer Focus gives a strong voice for consumers on the issues that matter to them and works to secure a fair deal on their behalf. We operate across the whole of the economy, persuading businesses, public services and policy makers to put consumers at the heart of what they do.
