New rule added to Ofcom's code of practice

Thursday 7 March 2019 by Charlotte Whyatt 

A new revision to Ofcom’s voluntary code of practice states that broadband providers must inform customers of how fast their internet speeds are supposed to be before they sign a contract. 

On broadband packages bought on or after 1st March 2019, if your speed falls below this promised level providers will have a month to ensure that performance improves. Otherwise, Ofcom’s new rule allows customers to exit their contract penalty free.

They can exit any landline or TV packages that were purchased alongside that broadband deal as well.

Although providers don’t technically have to abide by the code, many of the UK’s biggest suppliers have signed up including BT, EE, Plusnet, Sky, TalkTalk and Virgin Media. 

Providers are also obliged to inform customers of the slowest speeds they can expect to receive. 

This new ruling forms part of Ofcom’s “Fairness for Customers” policy which was introduced to ensure that customers receive a fair broadband deal and are treated well by their provider. 

“By making broadband providers share this information with the consumer upfront, not only are consumers being given a fair deal but it also holds providers accountable. This can only ever be a good thing,” said Matt Pocock home communications expert at Broadband Choices.

Source: This is Money