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Broadband customers have been urged to get in touch with their provider if they are unhappy with the speeds they are receiving.

According to the Internet Services Providers’ Association (ISPA), many of the factors that affect broadband speeds are outside their direct control, such as home wiring, the quality of equipment and the number of devices sharing a connection.

However, the body said providers are ideally placed to offer advice on how to deal with these issues and improve the speeds customers actually receive.

Andrew Glover, Chair of the ISPA, said its members are "continually working to boost broadband speeds, from alternative networks delivering solutions on a regional or local basis using a variety of technologies to a nationwide rollout programme that covers 94 per cent of the UK".

Furthermore, he stated that the broadband Universal Service Obligation will soon give everyone in the UK a right to request a minimum broadband connection of 10Mbps.

However, Mr Glover said the group "understands the frustrations of those unable to receive a good quality broadband connection".

"Thanks to the continued investment and innovation of our members, broadband speeds are increasing each year, with the average speed of 37Mbps in 2016, up from 28Mbps in 2015 and 23Mbps in 2014, according to the regulator," he continued.

Mr Glover added that broadband providers are also committed to providing customers with transparency about broadband speeds, including an estimate of the actual speed their line is capable of receiving before entering into a contract,as well as giving people the ability to exit their contract if speeds fall below a certain level.

Last week, the Advertising Standards Authority (ASA) told broadband providers to ensure future speed claims in ads are based on average speeds at peak times.

Providers are currently allowed to advertise broadband speeds if they are available to ten per cent of their customers.


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