Web firms get a month to deliver on speeds vow

  • Ofcom’s new rules mean firms must give a minimum guaranteed speed to users
  • If speed drops below the promised level, firms will have one month to improve
  • At the moment, providers have an unlimited amount of time to resolve problems

Broadband customers will be allowed to walk away from their contract if their internet is too slow.

The new rules from regulator Ofcom mean firms must give a minimum guaranteed speed to users when they sign up.

If the internet speed drops below the promised level, firms will have one month to improve before they must let the customer walk away penalty-free.

Broadband customers will be allowed to walk away from their contract if their internet is too slow (file photo)

At the moment, providers have an unlimited amount of time to resolve problems before customers can leave their contract.

As an extra protection, providers will have to give more realistic peak-time speed information at the point of sale.

Firms have a year to make the changes before the requirements come into force for contracts signed from March 1 next year.

The rules will also apply to landline and TV packages bought with broadband, which means customers will not be locked in to a TV contract if their broadband service falls short.

Ofcom consumer group director Lindsey Fussell said: ‘These protections will close the gap between the broadband speeds people are sold, and what they actually receive.’

Richard Neudegg, head of regulation at uSwitch.com, said: ‘The hope is that this will light a fire under providers to be more proactive in sorting out problems.’ 



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