Commenting on the strengthening of Ofcom’s broadband speed code, Richard Neudegg, head of regulation at uSwitch.com says:
“These changes, due to come in from March next year, are welcome news for consumers who feel stranded on broadband speeds that don’t live up to their provider’s set minimum.
“Under this Code, greater onus will be placed on providers to bring the most seriously impacted customers’ speeds up to scratch within 30 days of the issue being raised, otherwise consumers will be able to switch away without exit fees. The hope is that this will light a fire under providers to be more proactive in sorting out problems.
“But we shouldn’t pretend this will by itself sort out the broadband reliability frustrations many of us experience. Despite superfast broadband now being available to 95% of the country, only 57% of customers believe they can actually access it. More needs to be done to help households move to a better service.
“While it’s encouraging to see there will be improvements in the speeds estimates providers use, burying this information in a providers’ sales journey isn’t enough.
“What we really need is for this information to be opened up so that consumers can compare different provider speeds side-by-side in order to make an informed decision about the service that best suits them.”