UK broadband speeds are slower than advertised

Broadband customers are still being sold speeds that few of them will actually get according to new research from Ofcom.

The communications regulator said its study of services advertised as ‘up to’ 8 Mbits/sec, found significant mismatches between what internet service providers (ISPs) advertise and the speeds people receive. It said fewer than one in nine people are getting anywhere near the headline speeds advertised.

And although the majority of households with a broadband connection do get around half the advertised speed at 4.1 Mbits/sec, one in five are even worse off with speeds found to be less than 2 Mbits/sec.

The findings echo Computeractive's Crystal Clear Broadband campaign run in 2007. Although Ofcom found that speed had improved since January this year when its figures found average speeds to be around 3.6 Mbits/sec, the mismatch has led to a flurry of complaints from consumers.

A customer perception study run alongside the broadband speed tests showed that more than a quarter of those surveyed said the speeds they received were not what they expected. Now consumer groups are now calling for changes to the way ISPs advertise the speeds they offer

Audrey Gallacher, head of customer experience at watchdog Consumer Focus, said that Ofcom’s research “should stop companies exaggerating their claims about broadband speeds.”

Although Ofcom introduced a voluntary Code of Practice in December 2008, which requires ISPs to give clear information about broadband speeds to consumers, the regulator admitted the study results showed ISPs need to do more to ensure they are giving their customers enough information.

This includes what technical issues affect speed as well as traffic management policies. Ofcom found that these practices varied between ISPs but during peak hours of 8pm to 10pm internet connections are often slowed down.

The study also showed how the digital divide between rural and urban areas continues to be a problem. Average speeds in urban areas are around 4.6 Mbits/sec compared to an average 3.3 Mbits/sec delivered to rural customers.

Although Ofcom said it would continue to monitor the industry and is carrying out mystery shopper exercises – the results of which will be given later this year – it said 83 per cent of people were happy with their internet service provider.

However if the mystery shopping exercise proves the voluntary CoP is not working, Ofcom said it would consider introducing formal regulations.

It has also produced guides that are available on its website on how to choose an ISP as well as a video with practical tips on improving broadband speeds in the home.