Broadband speeds far lower than advertised

The headline broadband speeds used by internet service providers (ISPs) to advertise their services are out of touch with what consumers actually get, according to figures from Ofcom.

The latest research published by the telecommunications regulator shows that the average speed UK consumers receive is 3.6Mbits/sec, although one in five consumers receive average speeds of less than 2Mbits/sec.

These are less than the average maximum possible speed of 4.3Mbits/sec across the UK and around 45 per cent lower than the advertised headline speeds of up to 8Mbits/sec that six in 10 consumers sign up for.

Ofcom’s research also showed that speeds are slowest between 5pm and 6pm on Sundays, when use of the internet is at its highest. The overall findings mirror figures found in 2007 during Computeractive's Crystal Clear Broadband campaign, which we then handed to the regulator last year.

Anna Bradley, chair of Ofcom’s Communications Consumer panel, said: “For the first time we can see a true picture of the broadband speeds consumers receive – not what is painted by advertising.”

James Parker, broadband manager at price comparison site moneysupermarket.com, said the research clearly showed consumers were getting a raw deal.

"This latest report from Ofcom still goes to show how little consumers get for their money. Although prices for broadband are falling rapidly, the speed in which providers are moving to help consumers get a better deal is slowing,” he said.

But despite this mismatch, Ofcom said it had found that most consumers (93 per cent) said they are reasonably happy with their broadband service. However, speed is the most commonly cited cause of dissatisfaction.

Satisfaction dropped in rural areas, with 14 per cent unhappy with their speed compared with eight per cent in urban areas, and for users of applications that benefit from faster speeds or more consistent performance, such as download ing T V or movies from the web.

Last year Ofcom introduced a voluntary code of practice, which 33 ISPs covering over 95 per cent of broadband customers have already signed up to. By doing so they’ve agreed to provide customers with a clearer picture of likely broadband speeds at the point of sale.

They also have to explain how technical factors may slow down speeds, and give help and advice to consumers to improve the situation at home.

Ofcom chief executive Ed Richards said: “'We want to see all ISPs meet the needs of their customers by clearly explaining what speeds they should expect and by ensuring that their networks meet consumers’ increasing demand for higher speed broadband.

The current statistics were taken over a 30-day period and involved approximately 7,000 tests run through monitoring units connected to the broadband routers of about 1,500 homes . This resulted in over 10 million separate tests of a range of suppliers’ services.

The research for Ofcom's broadband speed research project was conducted in association with broadband performance specialists SamKnows and market research company Gfk Ltd. The ongoing project is scheduled to last at least six months. A fuller report will be published in spring 2009.