Press & PR

Telecoms industry regulator Ofcom has been urged by its own consumer panel to take action on broadband companies who do not meet the advertised connection speeds.

The independent advisory group wants internet service providers (ISPs) to make it clear to consumers that numerous factors can affect the theoretical speed of their lines and offer estimates of what speeds users can realistically expect.

Panel chair Colette Bowe said: "This code would establish agreed processes to give the customer the best information during and after the sales process, and to give them flexibility to move freely to different packages that reflect the actual speeds with which their ISPs are able to provide them."

Responding to the consumer panel's concerns, Ofcom chief executive Ed Richards said that discussions with ISPs are underway, but it has not ruled out using its regulatory powers if necessary.

"We are keen that any measures are implemented in the shortest time frame possible," he added.

Broadband customers benefit from lines with greater bandwidth through faster access to web pages and greater reliability and quality of services such as internet voice calls offered by Vonage.

Using a normal touchtone phone, consumers with a Vonage voice plan can make an unlimited number of voice calls over broadband without racking up call costs.

Instead payments are kept under control with a flat monthly fee starting at £5.99 for a plan covering the UK and Ireland, while 25 countries are included for £9.99 a month.