Customers 'forced to pay' for slow Broadband

Some customers are forced to pay for a broadband speed that is faster than the one they are getting, according to a consumer group. Which? accused broadband companies of forcing some customers to pay for speeds they may never get.

Ofcom: Voluntary Broadband code 'working effectively'

Ofcom have defended internet providers after reviewing the ability of companies like BT and Sky to stick to a voluntary code of practice.

A spokeswoman for the industry watchdog admitted there were some areas that needed to be "strengthened further" but said "overall the code is working effectively".

Ensuring consumers receive a high quality of service from their broadband provider and are fairly treated are high priorities for Ofcom.

That is why, in 2008, we introduced a broadband speeds voluntary code of practice to ensure consumers are protected...

Mystery shopping conducted last year by Ofcom revealed that, overall, the code is working effectively.

We have, however, already identified areas where it might be strengthened further and have discussed improvements with providers to better serve consumers.

We expect to publish a revised code of practice in the coming months.

– An Ofcom spokeswoman

'36% of broadband users' have sporadic connection

Over a third of broadband customers said they have an internet connection which frequently drops out, a survey from Which? revealed.

According to the consumer group:

  • One in seven have not been able to connect to the internet at all on more than one occasion.
  • Of the 45% experiencing slow speeds, 58% said this was a frequent or constant problem.
  • Poor customer service was also exposed by the survey - Around one quarter (27%) have waited more than two days for after reporting a loss for anything to be done.
  • Some 11% waited a week or more.
  • The watchdog found 31% who contacted their provider with a problem did not get a resolution at all.

Read: Internet customers 'charged for speeds they cannot get'

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Internet customers 'charged for speeds they cannot get'

Broadband companies have been accused of charging some customers for speeds they are not able to get, with nearly half of people suffering from a slow connection, according to a consumer group.

Read: EE apologises for overnight signal outage

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Broadband customers are paying extra for a poor service, Which? said. Credit: PA

Read: Children's education affected by 'slow internet speeds'

Which? found 63% of the 2,012 broadband users quizzed experienced problems with their internet and 45% suffer through slow download speeds.

They are calling on providers to give their customers "the speed and service they pay for".

Which? executive director Richard Lloyd said: "The internet is an essential part of modern life, yet millions of us are getting frustratingly slow speeds and having to wait days to get reconnected when things go wrong.

"It's less superfast broadband, more super slow service from companies who are expecting people to pay for speeds they may never get."

Read: Small business £100m boost to install fast broadband