Following pressure from our campaign, providers must now give better information about speeds to new customers.
New codes of practice from telecoms regulator Ofcom have now come into effect, requiring broadband providers to clearly tell customers how fast their speed will be before they sign a contract.
Customers will be told what speed they will receive at peak times (8-10pm) and have the right to walk away if their speed drops below a minimum level.
The code is voluntary, but the UK’s biggest providers (BT, EE, KCOM, Plusnet, Sky, TalkTalk and Virgin Media) are signed up now and it’s expected more will join.
Which? has long campaigned for faster, better and more reliable broadband, and welcomes the new requirement to make broadband deals more transparent for consumers.
Sarah Threadgould, Which? Chief Customer Officer, said:
‘Consumers have for too long been receiving unclear information about internet speeds – so we’re glad these measures are being introduced.
‘Providers should immediately adhere to these changes to ensure customers are given a clear idea of the minimum speeds to expect when they sign up to an internet provider – and be given the right to walk away if that provider fails to deliver.’